Бизнес-процессы и оргструктура / Типовые процессы и процессные модели

Процессная модель APQC Airline (Авиация)

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Рисунок 1. Процессы верхнего уровня модели APQC Airline

Перечень процессов модели APQC Airline приведен ниже.

1. Develop Vision and Strategy

1.1. Define the business concept and long-term vision

1.1.1. Assess the external environment

1.1.1.1. Identify competitors

1.1.1.2. Analyze and evaluate competition

1.1.1.3. Identify economic trends

1.1.1.4. Identify political and regulatory issues

1.1.1.5. Assess new technology innovations

1.1.1.6. Analyze demographics

1.1.1.7. Identify social and cultural changes

1.1.1.8. Identify ecological concerns

1.1.1.9. Identify intellectual property concerns

1.1.1.10. Evaluate IP acquisition options

1.1.2. Survey market and determine customer needs and wants

1.1.2.1. Conduct qualitative/quantitative research and assessments

1.1.2.2. Capture customer needs and wants

1.1.2.3. Assess customer needs and wants

1.1.3. Assess the internal environment

1.1.3.1. Analyze organizational characteristics

1.1.3.2. Analyze internal operations

1.1.3.3. Create baselines for current processes

1.1.3.4. Analyze systems and technology

1.1.3.5. Assess long-term capacity requirements and network structure

1.1.3.6. Assess existing fleet based on operational fleet data

1.1.3.6.1. Determine fleet adjustments based on capacity and capital requirements

1.1.3.6.2. Determine fleet expansion requirements

1.1.3.6.3. Determine fleet retirement requirements

1.1.3.7. Analyze financial health

1.1.3.8. Identify core competencies

1.1.4. Establish strategic vision

1.1.4.1. Define the strategic vision

1.1.4.2. Align stakeholders around strategic vision

1.1.4.3. Communicate strategic vision to stakeholders

1.1.5. Conduct organization restructuring opportunities

1.1.5.1. Identify restructuring opportunities

1.1.5.2. Perform due-diligence

1.1.5.3. Analyze deal options

1.1.5.3.1. Evaluate acquisition options

1.1.5.3.2. Evaluate merger options

1.1.5.3.3. Evaluate de-merger options

1.1.5.3.4. Evaluate divesture options

1.2. Develop business strategy

1.2.1. Develop overall mission statement

1.2.1.1. Define current business

1.2.1.2. Formulate mission

1.2.1.3. Communicate mission

1.2.2. Define and evaluate strategic options to achieve the objectives

1.2.2.1. Define strategic options

1.2.2.2. Assess and analyze impact of each option

1.2.2.2.1. Identify implications for key operating model business elements that require change

1.2.2.2.2. Identify implications for key technology aspects

1.2.2.3. Develop B2B strategy

1.2.2.3.1. Develop service as a product strategy

1.2.2.4. Develop B2C strategy

1.2.2.5. Develop partner/alliance strategy

1.2.2.6. Develop merger/demerger/acquisition/exit strategy

1.2.2.7. Develop innovation strategy

1.2.2.8. Develop sustainability strategy

1.2.2.9. Develop global support strategy

1.2.2.10. Develop shared services strategy

1.2.2.11. Develop global support and shared services strategy

1.2.2.12. Develop lean/continuous improvement strategy

1.2.2.13. Develop innovation strategy and framework

1.2.3. Select long-term business strategy

1.2.3.1. Develop product strategy

1.2.3.2. Develop alliance strategy

1.2.3.3. Determine fleet acquisition strategy

1.2.4. Coordinate and align functional and process strategies

1.2.5. Create organizational design

1.2.5.1. Evaluate breadth and depth of organizational structure

1.2.5.2. Perform job-specific roles mapping and value-added analyses

1.2.5.3. Develop role activity diagrams to assess hand-off activity

1.2.5.4. Perform organization redesign workshops

1.2.5.5. Design the relationships between organizational units

1.2.5.6. Develop role analysis and activity diagrams for key processes

1.2.5.7. Assess organizational implication of feasible alternatives

1.2.5.8. Migrate to new organization

1.2.6. Develop and set organizational goals

1.2.6.1. Identify organizational goals

1.2.6.2. Establish baseline metrics

1.2.6.3. Monitor performance against goals

1.2.7. Formulate business unit strategies

1.2.7.1. Analyze business unit strategies

1.2.7.2. Identify core competency for each business unit

1.2.7.3. Refine business unit strategies in support of company strategy

1.2.8. Develop customer experience strategy

1.2.8.1. Assess customer experience

1.2.8.1.1. Identify and review customer touchpoints

1.2.8.1.2. Assess customer experience across touchpoints

1.2.8.1.3. Perform root cause analysis of problematic customer experiences

1.2.8.2. Design customer experience

1.2.8.2.1. Define and manage personas

1.2.8.2.2. Create customer journey maps

1.2.8.2.3. Define single view of the customer for the organization

1.2.8.2.4. Define a vision for the customer experience

1.2.8.2.5. Validate with customers

1.2.8.2.6. Align experience with brand values and business strategies

1.2.8.2.7. Develop content strategy

1.2.8.3. Design customer experience support structure

1.2.8.3.1. Identify required capabilities

1.2.8.3.2. Identify impact on functional processes

1.2.8.4. Develop customer experience roadmap to develop and implement defined capabilities

1.2.9. Communicate strategies internally and externally

1.3. Execute and measure strategic initiatives

1.3.1. Develop strategic initiatives

1.3.1.1. Identify strategic priorities

1.3.1.2. Develop strategic initiatives based on business/customer value

1.3.1.3. Review with stakeholders

1.3.2. Evaluate strategic initiatives

1.3.2.1. Determine business value for each strategic priority

1.3.2.2. Determine the customer value for each strategic priority

1.3.3. Select strategic initiatives

1.3.3.1. Prioritize strategic initiatives

1.3.3.2. Communicate strategic initiatives to business units and stakeholders

1.3.4. Establish high-level measures

1.3.4.1. Identify business value drivers

1.3.4.2. Establish baselines for business value drivers

1.3.4.3. Monitor performance against baselines

1.3.5. Execute strategic initiatives

2. Develop and Manage Products and Services

2.1. Govern and manage product/service development program

2.1.1. Manage product and service portfolio

2.1.1.1. Evaluate performance of existing products/services against market opportunities

2.1.1.1.1. Assess existing product/service performance

2.1.1.2. Define product/service development requirements

2.1.2. Confirm alignment of product/service concepts with business strategy

2.1.2.1. Plan and develop cost and quality targets

2.1.2.2. Prioritize and select new product/service concepts

2.1.2.3. Specify development timing targets

2.1.2.4. Plan for product/service offering modifications

2.1.3. Manage product and service life cycle

2.1.3.1. Develop plan for new product/service development and introduction/launch

2.1.3.2. Introduce new products/services

2.1.3.3. Retire outdated products/services

2.1.3.4. Identify and refine performance indicators

2.1.3.5. Conduct post launch review

2.1.3.5.1. Carry out post launch analytics to test the acceptability in the market

2.1.3.5.2. Review market performance

2.1.3.5.3. Review effectiveness of supply chain and distribution network

2.1.3.5.4. Apply data and analytics to review supply chain methodologies

2.1.3.5.5. Review quality and performance of the product/service

2.1.3.5.6. Conduct financial review

2.1.3.5.7. Conduct new product development process assessment

2.1.4. Manage patents, copyrights, and regulatory requirements

2.1.4.1. Conduct mandatory and elective reviews

2.1.4.2. Review infringement of patents and copyrights

2.1.4.3. Determine patent and copyright needs

2.1.4.4. Define product technical documentation management requirements

2.1.4.5. Manage regulatory requirements

2.1.4.5.1. Train employees on appropriate regulatory requirements

2.1.4.5.2. Maintain records for regulatory agencies

2.1.4.5.3. Manage regulatory submission life cycle

2.1.5. Manage product and service master data

2.1.5.1. Manage materials master lists

2.1.5.2. Manage bills of material

2.1.5.3. Manage routings

2.1.5.4. Manage specifications

2.1.5.5. Manage drawings

2.1.5.6. Manage product/material classification

2.1.5.7. Develop and maintain quality/inspection documents

2.1.5.8. Maintain process specification data

2.1.5.9. Manage traceability data

2.1.5.10. Review and approve data access requests

2.2. Generate and define new product/service ideas

2.2.1. Perform discovery research

2.2.1.1. Identify new technologies

2.2.1.2. Develop new technologies

2.2.1.3. Assess feasibility of integrating new leading technologies into product/service concepts

2.2.2. Generate new product/service concepts

2.2.2.1. Gather new product/service ideas and requirements

2.2.2.2. Analyze new product/service ideas and requirements

2.2.2.3. Evaluate new product/service inputs and requirements

2.2.2.4. Formulate new product/service concepts

2.2.2.5. Identify potential improvements to existing products and services

2.2.2.5.1. Identify adjustments to seasonal route plan and schedule

2.2.2.5.2. Identify adjustments to seasonal capacity plans and network structure

2.2.2.6. Identify potential new products and services

2.2.3. Define product/service development requirements

2.2.3.1. Define product/service requirements

2.2.3.1.1. Define basic functional requirements

2.2.3.1.2. Derive interoperability requirements for products and services

2.2.3.1.3. Derive safety requirements for products and services

2.2.3.1.4. Derive security requirements for products and services

2.2.3.1.5. Derive regulatory compliance requirements

2.2.3.1.6. Derive requirements from industry standards

2.2.3.1.7. Develop user experience requirements

2.2.3.1.8. Derive ‘services-as-a-product’ offering

2.2.3.2. Define post launch support model

2.2.3.3. Identify product/service bundling opportunities

2.3. Develop products and services

2.3.1. Design and prototype products and services

2.3.1.1. Assign resources to product/service project

2.3.1.1.1. Identify requirements for product/service design/development partners

2.3.1.2. Prepare high-level business case and technical assessment

2.3.1.3. Develop product/service design specifications

2.3.1.4. Develop user experience design specifications

2.3.1.5. Provide warranty-related recommendations

2.3.1.6. Document design specifications

2.3.1.7. Develop long-term route plan and schedule

2.3.1.8. Develop seasonal route plan and schedule

2.3.1.9. Conduct mandatory and elective external reviews

2.3.1.10. Design products/services

2.3.1.10.1. Design for manufacturing

2.3.1.10.2. Design for product servicing

2.3.1.10.3. Design for re-manufacturing

2.3.1.10.4. Review product troubleshooting methodology

2.3.1.10.5. Design and manage product data, design, and bill of materials

2.3.1.10.6. Design for product upgrades

2.3.1.11. Build prototypes/proof of concepts

2.3.1.12. Develop and test prototype production and/or service delivery process

2.3.1.13. Eliminate quality and reliability problems

2.3.1.14. Conduct in-house product/service testing and evaluate feasibility

2.3.1.15. Identify design/development performance indicators

2.3.1.16. Collaborate on design with suppliers and external partners

2.3.2. Test market for new or revised products and services

2.3.2.1. Prepare detailed market study

2.3.2.2. Conduct customer tests and interviews

2.3.2.3. Finalize product/service characteristics and business cases

2.3.2.4. Finalize technical requirements

2.3.3. Prepare for production/service delivery

2.3.3.1. Design and obtain necessary capabilities/materials and equipment

2.3.3.2. Identify requirements for changes to manufacturing/delivery processes

2.3.3.3. Request engineering/process change

2.3.3.4. Install and validate production/service delivery process

2.3.3.5. Monitor initial production runs

2.3.3.6. Validate launch procedures

3. Market and Sell Products and Services

3.1. Understand markets, customers, and capabilities

3.1.1. Perform customer and market intelligence analysis

3.1.1.1. Conduct customer and market research

3.1.1.2. Identify market segments

3.1.1.3. Analyze market and industry trends

3.1.1.4. Analyze competing organizations, competitive/substitute products/services

3.1.1.5. Evaluate existing products/services

3.1.1.6. Assess internal and external business environment

3.1.2. Evaluate and prioritize market opportunities

3.1.2.1. Quantify market opportunities

3.1.2.2. Determine target segments

3.1.2.2.1. Identify under-served and saturated market segments

3.1.2.3. Prioritize opportunities consistent with capabilities and overall business strategy

3.1.2.4. Validate opportunities

3.2. Develop marketing strategy

3.2.1. Define offering and customer value proposition

3.2.1.1. Define offering and positioning

3.2.1.2. Develop value proposition including brand positioning for target segments

3.2.1.3. Validate value proposition with target segments

3.2.1.4. Develop new branding

3.2.2. Define pricing strategy

3.2.2.1. Conduct pricing analysis

3.2.2.2. Establish guidelines for applying pricing and discounting of products/services

3.2.2.3. Establish pricing targets

3.2.2.4. Approve pricing strategies/policies and targets

3.2.3. Define and manage channel strategy

3.2.3.1. Determine channels to be supported

3.2.3.2. Establish channel objectives

3.2.3.3. Determine channel role and fit with target segments

3.2.3.4. Select channels for target segments

3.2.3.5. Identify required channel capabilities

3.2.3.6. Evaluate channel attributes and potential partners

3.2.3.7. Orchestrate seamless customer experience across supported channels

3.2.3.7.1. Define omni-channel strategy

3.2.3.7.2. Define omni-channel requirements

3.2.3.7.3. Develop omni-channel policies and procedures

3.2.3.8. Develop and manage execution roadmap

3.2.4. Analyze and manage channel performance

3.2.4.1. Establish channel-specific metrics and targets

3.2.4.2. Monitor and report performance

3.2.4.3. Monitor and report events influencing factors

3.2.4.4. Analyze performance

3.2.4.5. Develop plan for improvements

3.2.5. Develop marketing communication strategy

3.2.5.1. Develop customer communication calendar

3.2.5.2. Define public relations (PR) strategy

3.2.5.3. Define direct marketing strategy

3.2.5.4. Define internal marketing communication strategy

3.2.5.5. Identify new media for marketing communication

3.2.5.6. Define new media communication strategy

3.2.5.7. Define point of sale (POS) communication strategy

3.2.5.8. Define communication guidelines and mechanisms

3.2.6. Develop and manage media

3.2.6.1. Define media objectives

3.2.6.2. Engage media provider

3.2.6.3. Develop and execute advertising

3.2.6.4. Develop and execute other marketing campaigns/programs

3.2.6.5. Assess brand/product marketing plan performance

3.2.7. Design and manage customer loyalty program

3.2.7.1. Define customer loyalty program

3.2.7.2. Acquire members to customer loyalty program

3.2.7.3. Build engagement and relationship with members

3.2.7.4. Monitor customer loyalty program benefits to the enterprise and the customer

3.2.7.5. Optimize loyalty program value to both the enterprise and the customer

3.3. Develop and manage marketing plans

3.3.1. Establish goals, objectives, and metrics for products/services by channel/segment

3.3.2. Establish marketing budgets

3.3.2.1. Confirm marketing alignment to business strategy

3.3.2.2. Determine costs of marketing

3.3.2.3. Create marketing budget

3.3.2.4. Determine projected ROI for marketing investment

3.3.3. Develop and manage pricing

3.3.3.1. Understand resource requirements for each product/service and delivery channel/method

3.3.3.2. Determine corporate incentives

3.3.3.3. Determine pricing based on volume/unit forecast

3.3.3.4. Execute pricing plan

3.3.3.5. Evaluate pricing performance

3.3.3.6. Refine pricing as needed

3.3.3.7. Implement promotional pricing programs

3.3.3.8. Implement other retail pricing programs

3.3.3.9. Communicate and implement price changes

3.3.3.10. Achieve regulatory approval for pricing

3.3.4. Develop and manage promotional activities

3.3.4.1. Define promotional concepts and objectives

3.3.4.2. Develop marketing messages

3.3.4.3. Define target audience

3.3.4.4. Plan and test promotional activities

3.3.4.5. Execute promotional activities

3.3.4.6. Evaluate promotional performance metrics

3.3.4.7. Refine promotional performance metrics

3.3.4.8. Incorporate learning into future/planned consumer promotions

3.3.5. Track customer management measures

3.3.5.1. Determine customer lifetime value

3.3.5.2. Analyze customer revenue trend

3.3.5.3. Analyze customer attrition and retention rates

3.3.5.4. Analyze customer metrics

3.3.5.5. Revise customer strategies, objectives, and plans based on metrics

3.3.6. Analyze and respond to customer insight

3.3.6.1. Monitor and respond to social media activity

3.3.6.2. Analyze customer website activity

3.3.6.3. Analyze customer purchase patterns

3.3.6.4. Develop business rules to provide personalized offers

3.3.6.5. Monitor effectiveness of personalized offers and adjust offers accordingly

3.3.7. Develop and manage packaging strategy

3.3.7.1. Plan packaging strategy

3.3.7.2. Test packaging options

3.3.7.3. Execute packaging strategy

3.3.7.4. Refine packaging

3.3.8. Manage product marketing content

3.3.8.1. Manage product images

3.3.8.2. Manage product copy

3.4. Develop sales strategy

3.4.1. Develop sales forecast

3.4.1.1. Gather current and historic order information

3.4.1.2. Analyze sales trends and patterns

3.4.1.3. Generate sales forecast

3.4.1.4. Analyze historical and planned promotions and events

3.4.2. Define distribution strategy

3.4.2.1. Determine distribution channels

3.4.2.2. Determine distribution channel fit with products and services

3.4.2.3. Understand distribution objectives and identify gaps with existing strategy

3.4.3. Develop sales partner/alliance relationships

3.4.3.1. Identify alliance opportunities

3.4.3.2. Design alliance programs and methods for selecting and managing relationships

3.4.3.3. Select alliances

3.4.3.4. Develop customer trade strategy and customer objectives/targets

3.4.3.5. Define trade programs and funding options

3.4.3.6. Conduct planning activities for major trade customers

3.4.3.7. Develop partner and alliance management strategies

3.4.3.8. Establish partner and alliance management goals

3.4.3.9. Establish partner and alliance agreements

3.4.3.10. Develop promotional and category management calendars (trade marketing calendars)

3.4.3.11. Create strategic and tactical sales plans by customer

3.4.3.12. Communicate planning information to customer teams

3.4.4. Establish overall sales budgets

3.4.4.1. Calculate product market share

3.4.4.2. Calculate product revenue

3.4.4.3. Determine variable costs

3.4.4.4. Determine overhead and fixed costs

3.4.4.5. Calculate net profit

3.4.4.6. Create budget

3.4.5. Establish sales goals and measures

3.4.6. Establish customer management measures

3.5. Develop and manage sales plans

3.5.1. Manage leads/opportunities

3.5.1.1. Identify potential customers

3.5.1.2. Identify/receive leads/opportunities

3.5.1.3. Validate and qualify leads/opportunities

3.5.1.4. Match opportunities to business strategy

3.5.1.5. Develop opportunity win plans

3.5.1.6. Manage opportunity pipeline

3.5.1.7. Determine sales resource allocation

3.5.1.8. Manage customer sales calls

3.5.1.8.1. Perform sales calls

3.5.1.8.2. Perform pre-sales activities

3.5.1.8.3. Manage customer meetings/workshops

3.5.1.8.4. Close the sale

3.5.1.8.5. Record outcome of sales process

3.5.2. Manage customers and accounts

3.5.2.1. Select key customers/accounts

3.5.2.2. Develop sales/key account plan

3.5.2.3. Manage sales/key account plan

3.5.2.4. Establish corporate volume agreement for new accounts

3.5.2.5. Renew corporate volume agreement for existing accounts

3.5.2.6. Manage customer relationships

3.5.2.7. Manage customer master data

3.5.2.7.1. Collect and merge internal and third-party customer information

3.5.2.7.2. De-duplicate customer data

3.5.3. Develop and manage sales proposals, bids, and quotes

3.5.3.1. Receive Request For Proposal (RFP)/Request For Quote (RFQ)

3.5.3.2. Refine customer requirements

3.5.3.3. Review RFP/RFQ request

3.5.3.4. Perform competitive analysis

3.5.3.5. Validate with strategy/business plans

3.5.3.6. Understand customer business and requirements

3.5.3.7. Develop solution and delivery approach

3.5.3.8. Identify staffing requirements

3.5.3.9. Develop pricing and scheduling estimates

3.5.3.10. Conduct profitability analysis

3.5.3.11. Manage internal reviews

3.5.3.12. Manage internal approvals

3.5.3.13. Submit/present bid/proposal/quote to customer

3.5.3.14. Revise bid/proposal/quote

3.5.3.15. Manage notification outcome

3.5.4. Manage sales orders

3.5.4.1. Accept and validate sales orders

3.5.4.2. Collect and maintain account information

3.5.4.2.1. Administer key account details

3.5.4.2.2. Retrieve full customer details

3.5.4.2.3. Modify involved party details

3.5.4.2.4. Record address details

3.5.4.2.5. Record contact details

3.5.4.2.6. Record key customer communication profile details

3.5.4.2.7. Review involved party information

3.5.4.2.8. Terminate involved party information

3.5.4.3. Determine availability

3.5.4.4. Determine fulfillment process

3.5.4.5. Enter orders into system

3.5.4.6. Identify/perform cross-sell/up-sell activity

3.5.4.7. Process back orders and updates

3.5.4.8. Handle order inquiries including post-order fulfillment transactions

3.5.4.9. Process bookings/reservations and payments

3.5.4.10. Resolve ticketing Issues

3.5.4.11. Transfer Passenger Name Records (PNR) to airport and other check-in systems

3.5.5. Manage sales partners and alliances

3.5.5.1. Provide sales and product/service training to sales partners/alliances

3.5.5.2. Provide certification enablement training

3.5.5.2.1. Manage certifications and skills

3.5.5.2.2. Provide support to partners/alliances

3.5.5.2.3. Provide marketing materials to sales partners/alliances

3.5.5.3. Develop sales forecast by partner

3.5.5.4. Negotiate distribution service fees/agent commission

3.5.5.5. Establish distribution agreements

3.5.5.6. Evaluate partner/alliance results

3.5.5.7. Manage sales partner/alliance master data

3.6. Perform revenue management (passenger and cargo)

3.6.1. Monitor and Manage Inventory

3.6.1.1. Determine dilution and displacement from codeshares

3.6.2. Monitor and manage customer demand

3.6.2.1. Determine most profitable markets

3.6.2.2. Forecast demand at each fare class

3.6.2.3. Allocate inventory at each bucket (fare class, channel)

3.6.2.4. Monitor corporate business account holders news

3.6.2.5. Determine individual incentives

3.6.2.6. Determine overbooking quota by channel, fare class

3.6.2.7. Optimize Demand management

3.6.3. Maximize yield

3.6.3.1. Identify capacity optimization opportunities

3.6.3.2. Initiate tactical pricing adjustments to maximize revenue

3.6.4. Manage reservations centers

3.6.4.1. Schedule and manage call center staff

3.6.4.2. Manage and monitor inbound calls

3.6.4.3. Manage and monitor outbound calls

3.6.5. Manage airline websites

3.6.5.1. Develop content updates as needed

3.6.5.2. Populate site with relevant sale and fare information

3.6.5.3. Manage external content from service provider and other sources

3.6.6. Manage corporate sales

3.6.7. Manage travel agency sales

3.6.8. Manage third party electronic distribution

3.6.8.1. Manage relationships with wholesale distributors

3.6.8.2. Manage relationships with consolidators

3.6.8.3. Manage relationships with other distributors (cruise lines etc.)

3.6.9. Manage alliances

3.6.9.1. Develop sales forecast by alliance

3.6.9.2. Determine revenue sharing with alliance partners

3.6.9.3. Establish alliance agreements

3.6.9.4. Evaluate alliance performance

3.6.10. Develop alliances

3.6.10.1. Identify alliance opportunities

3.6.10.2. Design alliance programs and methods for selecting and managing relationships

3.6.10.3. Select alliances

3.6.10.4. Develop alliance management strategies

3.6.10.5. Establish alliance management goals

4. Deliver Physical Products

4.1. Plan for and align supply chain resources

4.1.1. Develop production and materials strategies

4.1.1.1. Define manufacturing goals

4.1.1.2. Define labor and materials policies

4.1.1.3. Define outsourcing policies

4.1.1.4. Define capital expense policies

4.1.1.5. Define capacities

4.1.1.6. Define production network and supply constraints

4.1.1.7. Develop Long-term capacity plan and structure

4.1.1.8. Define production process

4.1.1.9. Define standard operating procedures

4.1.1.10. Define production workplace layout and infrastructure

4.1.2. Manage demand for products and services

4.1.2.1. Manage product/service availability

4.1.2.2. Develop baseline forecasts

4.1.2.3. Collaborate with customers

4.1.2.4. Develop consensus forecast

4.1.2.5. Determine available to promise

4.1.2.6. Monitor activity against forecast and revise forecast

4.1.2.7. Evaluate and revise forecasting approach

4.1.2.8. Measure forecast accuracy

4.1.2.9. Prepare and review operations plan

4.1.3. Plan distribution requirements

4.1.4. Create materials plan

4.1.4.1. Create unconstrained plan

4.1.4.2. Collaborate with supplier and contract manufacturers

4.1.4.3. Identify critical materials and supplier capacity

4.1.4.4. Monitor material specifications

4.1.4.5. Generate constrained plan

4.1.4.6. Define production balance and control

4.1.5. Create master production schedule

4.1.5.1. Model production network to enable simulation and optimization

4.1.5.2. Create master production schedule

4.1.5.3. Maintain master production schedule

4.1.6. Plan distribution requirements

4.1.6.1. Maintain master data

4.1.6.2. Manage requirements at channel

4.1.6.3. Manage requirements for partners/alliances

4.1.6.4. Determine finished goods inventory requirements at destination

4.1.6.5. Determine product storage facility requirements

4.1.6.6. Calculate requirements at destination

4.1.6.7. Calculate consolidation at source

4.1.6.8. Manage collaborative replenishment planning

4.1.6.9. Calculate and optimize destination dispatch plan

4.1.6.10. Manage dispatch plan attainment

4.1.6.11. Calculate and optimize destination load plans

4.1.6.12. Manage partner load plan

4.1.6.13. Manage cost of supply

4.1.6.14. Manage capacity utilization

4.1.7. Establish distribution planning constraints

4.1.7.1. Establish distribution center layout constraints

4.1.7.2. Establish inventory management constraints

4.1.7.3. Establish transportation management constraints

4.1.7.4. Establish storage management constraints

4.1.8. Review distribution planning policies

4.1.8.1. Review distribution network

4.1.8.2. Establish sourcing relationships

4.1.8.3. Establish dynamic deployment policies

4.1.9. Develop quality standards and procedures

4.1.9.1. Establish quality targets

4.1.9.2. Develop standard testing procedures

4.1.9.3. Communicate quality specifications

4.2. Procure materials and services

4.2.1. Develop sourcing strategies

4.2.1.1. Develop procurement plan

4.2.1.2. Clarify purchasing requirements

4.2.1.3. Develop inventory strategy

4.2.1.4. Match needs to supply capabilities

4.2.1.5. Analyze airline organization's sourcing spend profile

4.2.1.6. Seek opportunities to improve efficiency and value

4.2.1.7. Collaborate with suppliers to identify sourcing opportunities

4.2.2. Select suppliers and develop/maintain contracts

4.2.2.1. Select suppliers

4.2.2.2. Certify and validate suppliers

4.2.2.3. Negotiate and establish contracts

4.2.2.4. Manage contracts

4.2.3. Order materials and services

4.2.3.1. Process/Review requisitions

4.2.3.2. Approve requisitions

4.2.3.3. Solicit/Track vendor quotes

4.2.3.4. Create/Distribute purchase orders

4.2.3.5. Expedite orders and satisfy inquiries

4.2.3.6. Record receipt of goods

4.2.3.7. Research/Resolve exceptions

4.2.3.8. Perform financial settlements

4.2.4. Manage suppliers

4.2.4.1. Monitor/Manage supplier information

4.2.4.2. Prepare/Analyze procurement and vendor performance

4.2.4.3. Support inventory and production processes

4.2.4.4. Monitor quality of product delivered

4.3. Produce/Manufacture/Deliver product

4.3.1. Schedule production

4.3.1.1. Model and simulate plant

4.3.1.2. Generate line level plan

4.3.1.3. Generate detailed schedule

4.3.1.4. Schedule production orders and create lots

4.3.1.5. Schedule preventive (planned) maintenance (preventive maintenance orders)

4.3.1.6. Schedule requested (unplanned) maintenance (work order cycle)

4.3.1.7. Release production orders and create lots

4.3.2. Produce product

4.3.2.1. Manage raw material inventory

4.3.2.2. Execute detailed line schedule

4.3.2.3. Report maintenance issues

4.3.2.4. Rerun defective items

4.3.2.5. Monitor and optimize production process

4.3.2.5.1. Automate and control plant

4.3.2.5.2. Perform advanced process control

4.3.2.5.3. Perform real-time optimization

4.3.2.5.4. Manage plant alarms and alerts

4.3.2.6. Assess production performance

4.3.3. Perform quality testing

4.3.3.1. Calibrate test equipment

4.3.3.2. Perform testing using the standard testing procedure

4.3.3.3. Record test results

4.3.3.4. Track and analyze non-conformance trends

4.3.3.5. Perform root cause analysis

4.3.4. Maintain production records and manage lot traceability

4.3.4.1. Determine lot numbering system

4.3.4.2. Determine lot use

4.4. Manage flight operations

4.4.1. Manage aircraft assignment and routing

4.4.1.1. Assign aircraft tail numbers to flight legs

4.4.1.2. Evaluate maintenance requirements

4.4.1.3. Turn over assignment schedule to systems operation control (SOC)

4.4.2. Manage gates

4.4.2.1. Define gate assignments and schedule

4.4.2.1.1. Review flight schedule and aircraft types

4.4.2.1.2. Determine schedule based upon constraints

4.4.2.2. Produce ground crew assignment plan and assign crew

4.4.2.2.1. Determine management of gates (by zone or by gate)

4.4.2.2.2. Determine available gates

4.4.2.2.3. Review crew schedule and assign crew

4.4.3. Prepare to close out flight

4.4.3.1. Estimate and refine aircraft load

4.4.3.1.1. Estimate total passenger/bags/cargo/fuel payload (zero fuel)

4.4.3.1.2. Determine fuel requirements

4.4.3.1.3. Create and sign off on load plan

4.4.3.1.4. Manage dangerous goods

4.4.3.1.5. Perform final balance trim at aircraft side

4.4.3.1.6. Communicate final load to pilot

4.4.3.2. Close out gate

4.5. Provide airline services to passengers

4.5.1. Manage customer departures

4.5.1.1. Manage check-in

4.5.1.2. Manage security processing

4.5.1.3. Manage pre-departure gate process

4.5.1.4. Manage passenger boarding process

4.5.2. Monitor customer transfers

4.5.2.1. Provide transfer flight information

4.5.2.2. Provide transit check-in service

4.5.2.3. Manage transfers to/from non-interline partners

4.5.3. Manage customer arrivals

4.5.3.1. Meet and assist incoming passengers

4.5.3.2. Manage security/customs and immigration

4.5.3.3. Manage customer loyalty arrival lounges

4.5.4. Provide baggage services

4.5.4.1. Provide outbound baggage services

4.5.4.1.1. Conduct baggage security checks

4.5.4.1.2. Sort baggage and transport to aircraft

4.5.4.2. Provide transfer baggage services

4.5.4.3. Provide inbound baggage services

4.5.4.3.1. Unload local baggage from flight

4.5.4.3.2. Transfer baggage to baggage claim

4.5.4.4. Provide baggage recovery services

4.5.4.5. Manage baggage handling operations

4.6. Manage crew and ramp operations

4.6.1. Manage flight crew preparations

4.6.1.1. Determine bid schedule

4.6.1.1.1. Determine resource requirement

4.6.1.1.2. Determine reserves required

4.6.1.1.3. Provide bid services

4.6.1.2. Manage crew bid process

4.6.1.3. Book crew accommodations

4.6.1.4. Produce assignment plans

4.6.2. Manage cockpit operations

4.6.2.1. Develop flight plan and submit to air traffic control

4.6.2.2. Perform pre-flight checks

4.6.2.3. Prepare for departure

4.6.2.4. Conduct take-off

4.6.2.5. Monitor weather

4.6.2.6. Prepare for arrival

4.6.3. Manage flight crew reporting

4.6.3.1. Prepare in-flight incident reports

4.6.3.2. Prepare maintenance reports

4.6.4. Perform cabin services

4.6.4.1. Conduct pre-departure activities

4.6.4.1.1. Assist passengers with boarding

4.6.4.1.2. Verify passenger identity

4.6.4.1.3. Conduct pre-flight briefing of crew

4.6.4.1.4. Manage onboard catering

4.6.4.1.5. Perform safety briefing

4.6.4.1.6. Complete cabin check

4.6.4.2. Conduct in-flight activities

4.6.4.2.1. Administer entertainment

4.6.4.2.2. Prepare, serve and dispose of food and beverages

4.6.4.2.3. Sell duty-free

4.6.4.2.4. Retrieve connecting gate information

4.6.4.2.5. Conduct emergency procedures

4.6.4.3. Conduct post-flight activities

4.6.4.3.1. Assist passengers de-planning

4.6.4.3.2. Complete post-flight report

4.6.4.3.3. Provide post-crew report

4.6.4.3.4. Monitor crew performance

4.6.5. Manage ramp operations

4.6.5.1. Provide catering

4.6.5.2. Provide cabin cleaning services

4.6.5.3. Provide fuel servicing

4.6.5.4. Provide water servicing

4.6.5.5. De-ice aircraft

4.7. Manage logistics and warehousing

4.7.1. Provide logistics governance

4.7.1.1. Translate customer service requirements into logistics requirements

4.7.1.2. Design logistics network

4.7.1.3. Communicate outsourcing needs

4.7.1.4. Develop and maintain delivery service policy

4.7.1.5. Optimize transportation schedules and costs

4.7.1.6. Define key performance measures

4.7.1.7. Define reverse logistics strategy

4.7.2. Plan and manage inbound material flow

4.7.2.1. Plan inbound material receipts

4.7.2.2. Manage inbound material flow

4.7.2.3. Monitor inbound delivery performance

4.7.2.4. Manage flow of returned products

4.7.3. Operate warehousing

4.7.3.1. Track inventory deployment

4.7.3.2. Receive, inspect, and store inbound deliveries

4.7.3.3. Track product availability

4.7.3.4. Pick, pack, and ship product for delivery

4.7.3.5. Track inventory accuracy

4.7.3.6. Track third-party logistics storage and shipping performance

4.7.3.7. Manage physical finished goods inventory

4.7.4. Operate outbound transportation

4.7.4.1. Plan, transport, and deliver outbound product

4.7.4.2. Track carrier delivery performance

4.7.4.3. Manage transportation fleet

4.7.4.4. Process and audit carrier invoices and documents

5. Deliver Services

5.1. Establish service delivery governance and strategies

5.1.1. Establish service delivery governance

5.1.1.1. Set up and maintain service delivery governance and management system

5.1.1.2. Manage service delivery performance

5.1.1.3. Manage service delivery development and direction

5.1.1.4. Solicit feedback from customer on service delivery satisfaction

5.1.2. Develop service delivery strategies

5.1.2.1. Define service delivery goals

5.1.2.2. Define labor policies

5.1.2.3. Evaluate resource availability

5.1.2.4. Define service delivery network and supply constraints

5.1.2.5. Define service delivery process

5.1.2.6. Review and validate service delivery procedures

5.1.2.7. Define service delivery workplace layout and infrastructure

5.2. Manage service delivery resources

5.2.1. Manage service delivery resource demand

5.2.1.1. Monitor pipeline

5.2.1.2. Develop baseline forecasts

5.2.1.3. Collaborate with customers

5.2.1.4. Develop consensus forecast

5.2.1.5. Determine availability of skills to deliver on current and forecast customer orders

5.2.1.6. Monitor activity against forecast and revise forecast

5.2.1.7. Evaluate and revise forecasting approach

5.2.1.8. Measure forecast accuracy

5.2.2. Create resource plan

5.2.2.1. Define and manage skills taxonomy

5.2.2.2. Create resource plan

5.2.2.3. Match resource demand with capacity, skills, and capabilities

5.2.2.4. Collaborate with suppliers and partners to supplement skills and capabilities

5.2.2.5. Identify critical resources and supplier capacity

5.2.2.6. Monitor and manage resource capacity and availability

5.2.3. Enable service-delivery resources

5.2.3.1. Develop training plan

5.2.3.2. Develop training materials

5.2.3.3. Manage training schedule

5.2.3.4. Deliver operations training

5.2.3.5. Deliver technical training

5.2.3.6. Perform skill and capability testing

5.2.3.7. Evaluate training effectiveness

5.3. Deliver service to customer

5.3.1. Initiate service delivery

5.3.1.1. Review contract and agreed terms

5.3.1.2. Understand customer requirements and define refine approach

5.3.1.3. Modify/revise and approve project plan

5.3.1.4. Review customer business objectives

5.3.1.5. Confirm environmental readiness

5.3.1.6. Identify, select, and assign resources

5.3.1.6.1. Establish people objectives

5.3.1.6.2. Establish engagement rules

5.3.1.7. Plan for service delivery

5.3.2. Execute service delivery

5.3.2.1. Analyze environment and customer needs

5.3.2.2. Define solution

5.3.2.3. Validate solution

5.3.2.4. Identify changes

5.3.2.5. Obtain approval to proceed

5.3.2.6. Make build/buy solution

5.3.2.7. Deploy solution

5.3.3. Complete service delivery

5.3.3.1. Conduct service delivery/project review and evaluate success

5.3.3.2. Complete/finalize financial management activities

5.3.3.3. Confirm delivery according to contract terms

5.3.3.4. Release resources

5.3.3.5. Manage service delivery completion

5.3.3.6. Harvest knowledge

5.3.3.7. Archive records and update systems

6. Manage Customer Service

6.1. Develop customer care/customer service strategy

6.1.1. Define customer service requirements across the enterprise

6.1.2. Define customer service experience

6.1.3. Define and manage customer service channel strategy

6.1.4. Develop customer service segmentation/prioritization (e.g., tiers)

6.1.4.1. Manage customer information

6.1.4.2. Analyze existing customers

6.1.4.3. Analyze customer needs

6.1.5. Define customer service policies and procedures

6.1.6. Establish target service level for each customer segment

6.1.7. Define warranty offering

6.1.7.1. Determine and document warranty policies

6.1.7.2. Create and manage warranty rules/claim codes for products

6.1.7.3. Agree warranty responsibilities with suppliers

6.1.7.4. Define warranty related offerings for customers

6.1.7.5. Communicate warranty policies and offerings

6.1.8. Develop recall strategy

6.2. Plan and manage customer service contacts

6.2.1. Plan and manage customer service work force

6.2.1.1. Forecast volume of customer service contacts

6.2.1.2. Schedule customer service work force

6.2.1.3. Track work force utilization

6.2.1.4. Monitor and evaluate quality of customer interactions with customer service representatives

6.2.2. Manage customer service problems, requests, and inquiries

6.2.2.1. Receive customer problems, requests, and inquiries

6.2.2.2. Analyze problems, requests, and inquiries

6.2.2.3. Resolve customer problems, requests, and inquiries

6.2.2.4. Respond to customer problems, requests, and inquiries

6.2.2.5. Identify and capture upsell/cross-sell opportunities

6.2.2.6. Deliver opportunity to sales team

6.2.3. Manage customer complaints

6.2.3.1. Receive customer complaints

6.2.3.2. Route customer complaints

6.2.3.3. Resolve customer complaints

6.2.3.4. Respond to customer complaints

6.2.3.5. Analyze customer complaints and response/redressal

6.2.4. Process returns

6.2.4.1. Authorize return

6.2.4.2. Process return and record reason

6.2.5. Report incidents and risks to regulatory bodies

6.3. Service products after sales

6.3.1. Process warranty claims

6.3.1.1. Receive warranty claim

6.3.1.2. Validate warranty claim

6.3.1.3. Investigate warranty issues

6.3.1.3.1. Define issue

6.3.1.3.2. Investigate issue/perform root cause analysis

6.3.1.3.3. Receive investigation result/recommendation for corrective action

6.3.1.4. Determine responsible party

6.3.1.5. Manage preauthorizations

6.3.1.6. Approve or reject warranty claim

6.3.1.7. Notify originator of approve/reject decision

6.3.1.8. Authorize payment

6.3.1.9. Close claim

6.3.1.10. Reconcile warranty transaction disposition

6.3.2. Manage supplier recovery

6.3.2.1. Create supplier recovery claims

6.3.2.2. Negotiate recoveries with suppliers

6.3.3. Service products

6.3.3.1. Identify and schedule resources to meet service requirements

6.3.3.1.1. Create resourcing plan and schedule

6.3.3.1.2. Create service order fulfillment schedule

6.3.3.2. Provide service to specific customers

6.3.3.2.1. Organize daily service order fulfillment schedule

6.3.3.2.2. Execute product repair

6.3.3.2.3. Manage service order fulfillment

6.3.4. Ensure quality of service

6.3.4.1. Identify completed service orders for feedback

6.3.4.2. Identify incomplete service orders and service failures

6.3.4.3. Solicit customer feedback on services delivered

6.3.4.4. Process customer feedback on services delivered

6.3.5. Salvage or repair returned products

6.3.5.1. Perform salvage activities

6.3.5.2. Manage repair/refurbishment and return to customer/stock

6.4. Manage product recalls and regulatory audits

6.4.1. Initiate recall

6.4.2. Assess the likelihood and consequences of occurrence of any hazards

6.4.3. Manage recall related communications

6.4.4. Submit regulatory reports

6.4.5. Monitor and audit recall effectiveness

6.4.6. Manage recall termination

6.5. Evaluate customer service operations and customer satisfaction

6.5.1. Measure customer satisfaction with customer problems, requests, and inquiries handling

6.5.1.1. Solicit customer feedback on customer service experience

6.5.1.2. Analyze customer service data and identify improvement opportunities

6.5.1.3. Provide customer feedback to product management on customer service experience

6.5.2. Measure customer satisfaction with customer- complaint handling and resolution

6.5.2.1. Solicit customer feedback on complaint handling and resolution

6.5.2.2. Analyze customer complaint data and identify improvement opportunities

6.5.2.3. Identify common customer complaints

6.5.3. Measure customer satisfaction with products and services

6.5.3.1. Gather and solicit post-sale customer feedback on products and services

6.5.3.2. Solicit post-sale customer feedback on ad effectiveness

6.5.3.3. Solicit customer feedback on cross-channel experience

6.5.3.4. Analyze product and service satisfaction data and identify improvement opportunities

6.5.3.5. Provide feedback and insights to appropriate teams (product design/development, marketing, manufacturing)

6.5.4. Evaluate and manage warranty performance

6.5.4.1. Measure customer satisfaction with warranty handling and resolution

6.5.4.2. Monitor and report on warranty management metrics

6.5.4.3. Identify improvement opportunities

6.5.4.4. Identify opportunities to eliminate warranty waste

6.5.4.5. Investigate fraudulent claims

6.5.5. Evaluate recall performance

7. Develop and Manage Human Capital

7.1. Develop and manage human resources planning, policies, and strategies

7.1.1. Develop human resources strategy

7.1.1.1. Identify strategic HR needs

7.1.1.2. Define HR and business function roles and accountability

7.1.1.3. Determine HR costs

7.1.1.4. Establish HR measures

7.1.1.5. Communicate HR strategies

7.1.1.6. Develop strategy for HR systems/technologies/tools

7.1.2. Develop and implement workforce strategy and policies

7.1.2.1. Gather skill requirements according to corporate strategy and market environment

7.1.2.2. Plan employee resourcing requirements per business unit/organization

7.1.2.3. Develop compensation plan

7.1.2.4. Establish incentive plan

7.1.2.5. Develop succession plan

7.1.2.6. Develop high performers/leadership programs

7.1.2.7. Develop employee diversity plan

7.1.2.8. Develop training program

7.1.2.9. Develop recruitment program

7.1.2.10. Develop other HR programs

7.1.2.11. Develop HR policies

7.1.2.12. Administer HR policies

7.1.2.13. Plan employee benefits

7.1.2.14. Develop workforce strategy models

7.1.2.15. Implement workforce strategy models

7.1.3. Monitor and update strategy, plans, and policies

7.1.3.1. Measure realization of objectives

7.1.3.2. Measure contribution to business strategy

7.1.3.3. Communicate plans and provide updates to stakeholders

7.1.3.4. Review and revise HR plans

7.1.4. Develop competency management models

7.2. Recruit, source, and select employees

7.2.1. Manage employee requisitions

7.2.1.1. Align staffing plan to work force plan and business unit strategies/resource needs

7.2.1.2. Develop and maintain job descriptions

7.2.1.3. Open job requisitions

7.2.1.4. Post job requisitions

7.2.1.5. Modify job requisitions

7.2.1.6. Manage internal/external job posting Web sites

7.2.1.7. Notify hiring manager

7.2.1.8. Manage requisition dates

7.2.2. Recruit/Source candidates

7.2.2.1. Determine recruitment methods and channels

7.2.2.2. Perform recruiting activities/events

7.2.2.3. Manage recruitment vendors

7.2.2.4. Manage employee referral programs

7.2.2.5. Manage recruitment channels

7.2.3. Screen and select candidates

7.2.3.1. Identify and deploy candidate selection tools

7.2.3.2. Interview candidates

7.2.3.3. Test candidates

7.2.3.4. Select and reject candidates

7.2.4. Manage new hire/re-hire

7.2.4.1. Draw up and make offer

7.2.4.2. Negotiate offer

7.2.4.3. Hire candidate

7.2.5. Manage applicant information

7.2.5.1. Obtain candidate background information

7.2.5.2. Create applicant record

7.2.5.3. Manage/track applicant data

7.2.5.3.1. Complete position classification and level of experience

7.2.5.4. Archive and retain records of non- hires

7.3. Develop and counsel employees

7.3.1. Manage employee orientation and deployment

7.3.1.1. Create/maintain employee on-boarding program

7.3.1.2. Evaluate the effectiveness of the employee on-boarding program

7.3.1.3. Execute onboarding program

7.3.2. Manage employee performance

7.3.2.1. Define employee performance objectives

7.3.2.2. Review, appraise, and manage employee performance

7.3.2.3. Evaluate and review performance program

7.3.3. Manage employee development

7.3.3.1. Define employee development guidelines

7.3.3.2. Develop employee career plans and career paths

7.3.3.3. Manage employee skill and competency development

7.3.4. Develop and train employees

7.3.4.1. Align employee with organization development needs

7.3.4.2. Define employee competencies

7.3.4.3. Align learning programs with competencies

7.3.4.4. Establish training needs by analysis of required and available skills

7.3.4.5. Develop, conduct, and manage employee and/or management training programs

7.3.4.6. Manage examinations and certifications

7.3.4.6.1. Liaise with external certification authorities

7.3.4.6.2. Administer certification tests

7.3.4.6.3. Appraise experience qualifications

7.3.4.6.4. Administer certificate issue and maintenance

7.3.5. Manage air crew qualifications

7.3.5.1. Qualify pilot on aircraft

7.3.5.2. Qualify flight attendant on aircraft

7.4. Manage employee relations

7.4.1. Manage labor relations

7.4.2. Manage collective bargaining process

7.4.3. Manage labor management partnerships

7.4.4. Manage employee grievances

7.5. Reward and retain employees

7.5.1. Develop and manage reward, recognition, and motivation programs

7.5.1.1. Develop salary/compensation structure and plan

7.5.1.2. Develop benefits and reward plan

7.5.1.3. Perform competitive analysis of benefit and rewards

7.5.1.4. Identify compensation requirements based on financial, benefits, and HR policies

7.5.1.5. Administer compensation and rewards to employees

7.5.1.6. Reward and motivate employees

7.5.2. Manage and administer benefits

7.5.2.1. Deliver employee benefits program

7.5.2.2. Administer benefit enrollment

7.5.2.3. Process claims

7.5.2.4. Perform benefit reconciliation

7.5.3. Manage employee assistance and retention

7.5.3.1. Deliver programs to support work/life balance for employees

7.5.3.2. Develop family support systems

7.5.3.3. Review retention and motivation indicators

7.5.3.4. Review compensation plan

7.5.4. Administer payroll

7.6. Redeploy and retire employees

7.6.1. Manage promotion and demotion process

7.6.2. Manage separation

7.6.3. Manage retirement

7.6.4. Manage leave of absence

7.6.5. Develop and implement employee outplacement

7.6.6. Manage workforce scheduling

7.6.6.1. Receive required resources/skills and capabilities

7.6.6.2. Manage resource deployment

7.6.7. Relocate employees and manage assignments

7.6.7.1. Manage expatriates

7.7. Manage employee information and analytics

7.7.1. Manage reporting processes

7.7.2. Manage employee inquiry process

7.7.3. Manage and maintain employee data

7.7.4. Manage human resource information systems HRIS

7.7.5. Develop and manage employee metrics

7.7.6. Develop and manage time and attendance systems

7.7.7. Manage/Collect employee suggestions and perform employee research

7.8. Manage employee communication

7.8.1. Develop employee communication plan

7.8.2. Conduct employee engagement surveys

7.8.3. Deliver employee communications

8. Manage Information Technology

8.1. Manage the business of information technology

8.1.1. Develop the enterprise IT strategy

8.1.1.1. Build strategic intelligence

8.1.1.2. Identify long-term IT needs of the enterprise in collaboration with stakeholders

8.1.1.3. Define strategic standards, guidelines, and principles

8.1.1.4. Define and establish IT architecture and development standards

8.1.1.5. Define strategic vendors for IT components

8.1.1.6. Establish IT governance organization and processes

8.1.1.7. Build strategic roadmap to develop IT capabilities in support of business objectives

8.1.2. Define the enterprise architecture

8.1.2.1. Establish the current and future enterprise architecture definition

8.1.2.2. Confirm enterprise architecture maintenance approach

8.1.2.3. Maintain the relevance of the enterprise architecture

8.1.2.4. Act as clearinghouse for IT research and innovation

8.1.2.5. Govern the enterprise architecture

8.1.3. Manage the IT portfolio

8.1.3.1. Establish the IT portfolio

8.1.3.2. Analyze and evaluate the value of the IT portfolio for the enterprise

8.1.3.3. Provision resources in accordance with strategic priorities

8.1.4. Perform IT research and innovation

8.1.4.1. Research technologies to innovate IT services and solutions

8.1.4.2. Transition viable technologies for IT services and solutions development

8.1.5. Evaluate and communicate IT business value and performance

8.1.5.1. Establish and monitor key performance indicators

8.1.5.2. Evaluate IT plan performance

8.1.5.3. Communicate IT value

8.2. Develop and manage IT customer relationships

8.2.1. Develop IT services and solutions strategy

8.2.1.1. Research IT services and solutions to address business and user requirements

8.2.1.2. Translate business and user requirements into IT services and solutions requirements

8.2.1.3. Formulate IT services and solutions strategic initiatives

8.2.1.4. Coordinate strategies with internal stakeholders to ensure alignment

8.2.1.5. Evaluate and select IT services and solutions strategic initiatives

8.2.2. Develop and manage IT service levels

8.2.2.1. Create and maintain the IT services and solutions catalog

8.2.2.2. Establish and maintain business and IT service-level agreements

8.2.2.3. Evaluate and report service-level attainment results

8.2.2.4. Communicate business and IT service-level improvement opportunities

8.2.3. Perform demand-side management (DSM) for IT services

8.2.3.1. Analyze IT services and solutions consumption and usage

8.2.3.2. Develop and implement incentive programs that improve consumption efficiency

8.2.3.3. Develop volume/unit forecast for IT services and solutions

8.2.4. Manage IT customer satisfaction

8.2.4.1. Capture and analyze customer satisfaction

8.2.4.2. Assess and communicate customer satisfaction patterns

8.2.4.3. Initiate improvements based on customer satisfaction patterns

8.2.5. Market IT services and solutions

8.2.5.1. Develop IT services and solutions marketing strategy

8.2.5.2. Develop and manage IT customer strategy

8.2.5.3. Manage IT services and solutions advertising and promotional campaigns

8.2.5.4. Process and track IT services and solutions orders

8.3. Develop and implement security, privacy, and data protection controls

8.3.1. Establish information security, privacy, and data protection strategies and levels

8.3.2. Test, evaluate, and implement information security and privacy and data protection controls

8.4. Manage enterprise information

8.4.1. Develop information and content management strategies

8.4.1.1. Understand information and content management needs and the role of IT services for executing the business strategy

8.4.1.2. Assess the information and content management implications of new technologies

8.4.1.3. Identify and prioritize information and content management actions

8.4.2. Define the enterprise information architecture

8.4.2.1. Define information elements, composite structure, logical relationships and constraints, taxonomy, and derivation rules

8.4.2.2. Define information access requirements

8.4.2.3. Establish data custodianship

8.4.2.4. Manage changes to content data architecture requirements

8.4.3. Manage information resources

8.4.3.1. Define the enterprise information/data policies and standards

8.4.3.2. Develop and implement data and content administration

8.4.4. Perform enterprise data and content management

8.4.4.1. Define sources and destinations of content data

8.4.4.2. Manage technical interfaces to users of content

8.4.4.3. Manage retention, revision, and retirement of enterprise information

8.5. Develop and maintain information technology solutions

8.5.1. Develop the IT development strategy

8.5.1.1. Establish sourcing strategy for IT development

8.5.1.2. Define development processes, methodologies, and tools standards

8.5.1.3. Select development methodologies and tools

8.5.2. Perform IT services and solutions life cycle planning

8.5.2.1. Plan development of new requirements

8.5.2.2. Plan development of feature and functionality enhancement

8.5.2.3. Develop life cycle plan for IT services and solutions

8.5.3. Develop and maintain IT services and solutions architecture

8.5.3.1. Create IT services and solutions architecture

8.5.3.2. Revise IT services and solutions architecture

8.5.3.3. Retire IT services and solutions architecture

8.5.4. Create IT services and solutions

8.5.4.1. Understand confirmed requirements

8.5.4.2. Design IT services and solutions

8.5.4.3. Acquire/Develop IT service/solution components

8.5.4.4. Train services and solutions resources

8.5.4.5. Test IT services/solutions

8.5.4.6. Confirm customer acceptance

8.5.5. Maintain IT services and solutions

8.5.5.1. Understand upkeep/enhance requirements and defect analysis

8.5.5.2. Design change to existing IT service/solution

8.5.5.3. Acquire/develop changed IT service/solution component

8.5.5.4. Test IT service/solution change

8.5.5.5. Retire solutions and services

8.6. Deploy information technology solutions

8.6.1. Develop the IT deployment strategy

8.6.1.1. Establish IT services and solutions change policies

8.6.1.2. Define deployment process, procedures, and tools standards

8.6.1.3. Select deployment methodologies and tools

8.6.2. Plan and implement changes

8.6.2.1. Plan change deployment

8.6.2.2. Communicate changes to stakeholders

8.6.2.3. Administer change schedule

8.6.2.4. Train impacted users

8.6.2.5. Distribute and install change

8.6.2.6. Verify change

8.6.3. Plan and manage releases

8.6.3.1. Understand and coordinate release design and acceptance

8.6.3.2. Plan release rollout

8.6.3.3. Distribute and install release

8.6.3.4. Verify release

8.7. Deliver and support information technology services

8.7.1. Develop IT services and solution delivery strategy

8.7.1.1. Establish sourcing strategy for IT delivery

8.7.1.2. Define delivery processes, procedures, and tools standards

8.7.1.3. Select delivery methodologies and tools

8.7.2. Develop IT support strategy

8.7.2.1. Establish sourcing strategy for IT support

8.7.2.2. Define IT support services

8.7.3. Manage IT infrastructure resources

8.7.3.1. Manage IT inventory and assets

8.7.3.2. Manage IT resource capacity

8.7.4. Support IT services and solutions

8.7.4.1. Deliver IT services and solutions

8.7.4.2. Perform IT operations support services

8.7.5. Manage IT infrastructure operations

8.7.5.1. Manage availability

8.7.5.2. Manage facilities

8.7.5.3. Manage backup/recovery

8.7.5.4. Manage performance and capacity

8.7.5.5. Manage incidents

8.7.5.6. Manage problems

8.7.5.7. Manage inquiries

9. Manage Financial Resources

9.1. Perform planning and management accounting

9.1.1. Perform planning/budgeting/forecasting

9.1.1.1. Develop and maintain budget policies and procedures

9.1.1.2. Prepare periodic budgets and plans

9.1.1.3. Operationalize and implement plans to achieve budget

9.1.1.4. Prepare periodic financial forecasts

9.1.1.5. Perform variance analysis against forecasts and budgets

9.1.2. Perform cost accounting and control

9.1.2.1. Perform inventory accounting

9.1.2.2. Perform profit center accounting

9.1.2.3. Perform cost of sales analysis

9.1.2.4. Perform product costing

9.1.2.5. Perform variance analysis

9.1.2.6. Report on profitability

9.1.3. Perform cost management

9.1.3.1. Determine key cost drivers

9.1.3.2. Measure cost drivers

9.1.3.3. Determine critical activities

9.1.3.4. Manage asset resource deployment and utilization

9.1.4. Evaluate and manage financial performance

9.1.4.1. Assess customer and product profitability

9.1.4.2. Evaluate new products

9.1.4.3. Perform life cycle costing

9.1.4.4. Optimize customer and product mix

9.1.4.5. Track performance of new-customer and product strategies

9.1.4.6. Prepare activity-based performance measures

9.1.4.7. Manage continuous cost improvement

9.2. Perform revenue accounting

9.2.1. Process customer credit

9.2.1.1. Establish credit policies

9.2.1.2. Analyze/Approve new account applications

9.2.1.3. Analyze credit scoring history

9.2.1.4. Forecast credit scoring requirement

9.2.1.5. Review existing accounts

9.2.1.6. Produce credit/collection reports

9.2.1.7. Reinstate or suspend accounts based on credit policies

9.2.2. Invoice customer

9.2.2.1. Maintain customer/product master files

9.2.2.2. Generate customer billing data

9.2.2.3. Transmit billing data to customers

9.2.2.4. Post receivable entries

9.2.2.5. Resolve customer billing inquiries

9.2.3. Process accounts receivable (AR)

9.2.3.1. Establish AR policies

9.2.3.2. Receive/Deposit customer payments

9.2.3.3. Apply cash remittances

9.2.3.4. Prepare AR reports

9.2.3.5. Post AR activity to the general ledger

9.2.4. Manage and process collections

9.2.4.1. Establish policies for delinquent accounts

9.2.4.2. Analyze delinquent account balances

9.2.4.3. Correspond/Negotiate with delinquent accounts

9.2.4.4. Discuss account resolution with internal parties

9.2.4.5. Process adjustments/write off balances

9.2.4.6. Perform recovery workout

9.2.4.7. Manage default accounts

9.2.5. Manage and process adjustments/deductions

9.2.5.1. Establish policies/procedures for adjustments

9.2.5.2. Analyze adjustments

9.2.5.3. Correspond/Negotiate with customer

9.2.5.4. Discuss resolution with internal parties

9.2.5.5. Prepare chargeback invoices

9.2.5.6. Process related entries

9.3. Perform general accounting and reporting

9.3.1. Manage policies and procedures

9.3.1.1. Negotiate service-level agreements

9.3.1.2. Establish accounting policies

9.3.1.3. Set and enforce approval limits

9.3.1.4. Establish common financial systems

9.3.2. Perform general accounting

9.3.2.1. Maintain chart of accounts

9.3.2.2. Process journal entries

9.3.2.3. Process allocations

9.3.2.4. Process period end adjustments

9.3.2.5. Post and reconcile intercompany transactions

9.3.2.6. Reconcile general ledger accounts

9.3.2.7. Perform consolidations and process eliminations

9.3.2.8. Prepare trial balance

9.3.2.9. Prepare and post management adjustments

9.3.3. Perform fixed-asset accounting

9.3.3.1. Establish fixed-asset policies and procedures

9.3.3.2. Maintain fixed-asset master data files

9.3.3.3. Process and record fixed-asset additions and retires

9.3.3.4. Process and record fixed-asset adjustments, enhancements, revaluations, and transfers

9.3.3.5. Process and record fixed-asset maintenance and repair expenses

9.3.3.6. Calculate and record depreciation expense

9.3.3.7. Reconcile fixed-asset ledger

9.3.3.8. Track fixed-assets including physical inventory

9.3.3.9. Provide fixed-asset data to support tax, statutory, and regulatory reporting

9.3.4. Perform financial reporting

9.3.4.1. Prepare business unit financial statements

9.3.4.2. Prepare consolidated financial statements

9.3.4.3. Perform business unit reporting/review management reports

9.3.4.4. Perform consolidated reporting/review of cost management reports

9.3.4.5. Prepare statements for board review

9.3.4.6. Produce quarterly/annual filings and shareholder reports

9.3.4.7. Produce regulatory reports

9.3.4.8. Perform legal and management consolidation

9.4. Manage fixed-asset project accounting

9.4.1. Perform capital planning and project approval

9.4.1.1. Develop capital investment policies and procedures

9.4.1.2. Develop and approve capital expenditure plans and budgets

9.4.1.3. Review and approve capital projects and fixed-asset acquisitions

9.4.1.4. Conduct financial justification for project approval

9.4.2. Perform capital project accounting

9.4.2.1. Create project account codes

9.4.2.2. Record project-related transactions

9.4.2.3. Monitor and track capital projects and budget spending

9.4.2.4. Close/capitalize projects

9.4.2.5. Measure financial returns on completed capital projects

9.5. Process payroll

9.5.1. Report time

9.5.1.1. Establish policies and procedures

9.5.1.2. Collect and record employee time worked

9.5.1.3. Analyze and report paid and unpaid leave

9.5.1.4. Monitor regular, overtime, and other hours

9.5.1.5. Analyze and report employee utilization

9.5.2. Manage pay

9.5.2.1. Enter employee time worked into payroll system

9.5.2.2. Maintain and administer employee earnings information

9.5.2.3. Maintain and administer applicable deductions

9.5.2.4. Monitor changes in tax status of employees

9.5.2.5. Process and distribute payments

9.5.2.6. Process and distribute manual checks

9.5.2.7. Process period-end adjustments

9.5.2.8. Respond to employee payroll inquiries

9.5.3. Process payroll taxes

9.5.3.1. Develop tax plan

9.5.3.2. Manage tax plan

9.5.3.3. Calculate and pay applicable payroll taxes

9.5.3.4. Produce and distribute employee annual tax statements

9.5.3.5. File regulatory payroll tax forms

9.6. Process accounts payable and expense reimbursements

9.6.1. Process accounts payable (AP)

9.6.1.1. Verify AP pay file with purchase order vendor master file

9.6.1.2. Maintain/manage electronic commerce

9.6.1.3. Audit invoices and key data in AP system

9.6.1.4. Approve payments

9.6.1.5. Process financial accruals and reversals

9.6.1.6. Process taxes

9.6.1.7. Research/resolve exceptions

9.6.1.8. Process payments

9.6.1.9. Respond to AP inquiries

9.6.1.10. Retain records

9.6.1.11. Adjust accounting records

9.6.2. Process expense reimbursements

9.6.2.1. Establish and communicate expense reimbursement policies and approval limits

9.6.2.2. Capture and report relevant tax data

9.6.2.3. Approve reimbursements and advances

9.6.2.4. Process reimbursements and advances

9.6.2.5. Manage personal accounts

9.7. Manage treasury operations

9.7.1. Manage treasury policies and procedures

9.7.1.1. Establish scope and governance of treasury operations

9.7.1.2. Establish and publish treasury policies

9.7.1.3. Develop treasury procedures

9.7.1.4. Monitor treasury procedures

9.7.1.5. Audit treasury procedures

9.7.1.6. Revise treasury procedures

9.7.1.7. Develop and confirm internal controls for treasury

9.7.1.8. Define system security requirements

9.7.2. Manage cash

9.7.2.1. Manage and reconcile cash positions

9.7.2.2. Manage cash equivalents

9.7.2.3. Process and oversee electronic fund transfers (EFTs)

9.7.2.4. Develop cash flow forecasts

9.7.2.5. Manage cash flows

9.7.2.6. Produce cash management accounting transactions and reports

9.7.2.7. Manage and oversee banking relationships

9.7.2.8. Analyze, negotiate, resolve, and confirm bank fees

9.7.3. Manage in-house bank accounts

9.7.3.1. Manage in-house bank accounts for subsidiaries

9.7.3.2. Manage and facilitate inter-company borrowing transactions

9.7.3.3. Manage centralized outgoing payments on behalf of subsidiaries

9.7.3.4. Manage central incoming payments on behalf of subsidiaries

9.7.3.5. Manage internal payments and netting transactions

9.7.3.6. Calculate interest and fees for in-house bank accounts

9.7.3.7. Provide account statements for in-house bank accounts

9.7.4. Manage debt and investment

9.7.4.1. Establish investment policy

9.7.4.2. Manage financial intermediary relationships

9.7.4.3. Manage liquidity

9.7.4.4. Manage issuer exposure

9.7.4.5. Process and oversee debt and investment transactions

9.7.4.6. Process and oversee foreign currency transactions

9.7.4.7. Produce debt and investment accounting transaction reports

9.7.4.8. Process and oversee interest rate transactions

9.7.5. Monitor and execute risk and hedging transactions

9.7.5.1. Develop risk management/hedging strategy

9.7.5.2. Manage interest rate risk

9.7.5.2.1. Manage interest rate market data

9.7.5.2.2. Determine interest rate exposure for all markets

9.7.5.2.3. Determine interest rate hedge requirements in accordance with risk policy

9.7.5.2.4. Execute interest rate trades

9.7.5.3. Manage foreign exchange risk

9.7.5.3.1. Manage foreign exchange market data

9.7.5.3.2. Determine foreign exchange exposure for all currencies

9.7.5.3.3. Determine foreign exchange hedge requirements in accordance with risk policy

9.7.5.3.4. Execute foreign exchange trades

9.7.5.3.5. Mange foreign exchange balance sheet risk

9.7.5.4. Manage exposure risk

9.7.5.4.1. Determine current customer exposures and limit exceptions

9.7.5.4.2. Resolve customer exposure limit violations

9.7.5.4.3. Manage customer collateral

9.7.5.4.4. Perform annual customer credit reviews

9.7.5.5. Execute hedging transactions

9.7.5.5.1. Measure physical positions

9.7.5.5.2. Establish hedges

9.7.5.5.3. Unwind hedges

9.7.5.6. Evaluate and refine hedging positions

9.7.5.7. Monitor credit

9.7.5.8. Produce hedge accounting transactions and reports

9.7.6. Manage financial fraud/dispute cases

9.8. Manage internal controls

9.8.1. Establish internal controls, policies, and procedures

9.8.1.1. Establish board of directors and audit committee

9.8.1.2. Define and communicate code of ethics

9.8.1.3. Assign roles and responsibility for internal controls

9.8.1.4. Define business process objectives and risks

9.8.1.5. Define entity/unit risk tolerances

9.8.2. Operate controls and monitor compliance with internal controls policies and procedures

9.8.2.1. Design and implement control activities

9.8.2.2. Monitor control effectiveness

9.8.2.3. Remediate control deficiencies

9.8.2.4. Create compliance function

9.8.2.5. Operate compliance function

9.8.2.6. Implement and maintain controls-related enabling technologies and tools

9.8.3. Report on internal controls compliance

9.8.3.1. Report to external auditors

9.8.3.2. Report to regulators, share-/debt-holders, securities exchanges, etc.

9.8.3.3. Report to third parties

9.8.3.4. Report to internal management

9.9. Manage taxes

9.9.1. Develop tax strategy and plan

9.9.1.1. Develop foreign, national, state, and local tax strategy

9.9.1.2. Consolidate and optimize total tax plan

9.9.1.3. Maintain tax master data

9.9.2. Process taxes

9.9.2.1. Perform tax planning/strategy

9.9.2.2. Prepare returns

9.9.2.3. Prepare foreign taxes

9.9.2.4. Calculate deferred taxes

9.9.2.5. Account for taxes

9.9.2.6. Monitor tax compliance

9.9.2.7. Address tax inquiries

9.10. Manage international funds/consolidation

9.10.1. Monitor international rates

9.10.2. Manage transactions

9.10.3. Monitor currency exposure/hedge currency

9.10.4. Report results

9.11. Perform global trade services

9.11.1. Screen sanctioned party list

9.11.2. Control exports and imports

9.11.3. Classify products

9.11.4. Perform currency conversion

9.11.5. Calculate duty

9.11.6. Communicate with customs

9.11.7. Document trade

9.11.8. Process trade preferences

9.11.9. Handle restitution

9.11.10. Prepare letter of credit

10. Acquire, Construct and Manage Assets

10.1. Plan and acquire assets

10.1.1. Develop property strategy and long term vision

10.1.1.1. Confirm alignment of property requirements with business strategy

10.1.1.2. Assess the external environment

10.1.1.3. Determine build or buy decision

10.1.2. Plan facility

10.1.2.1. Design facility

10.1.2.2. Analyze budget

10.1.2.3. Select property

10.1.2.4. Negotiate terms for facility

10.1.2.5. Manage construction or modification to building

10.1.3. Provide workspace and facilities

10.1.3.1. Acquire workspace and facilities

10.1.3.2. Change fit/form/function of workspace and facilities

10.1.4. Manage facilities operations

10.1.4.1. Relocate people

10.1.4.2. Relocate material and tools

10.2. Plan and execute maintenance services

10.2.1. Obtain and schedule maintenance work

10.2.1.1. Manage maintenance accounts

10.2.1.2. Manage maintenance scheduling

10.2.1.3. Perform maintenance demand and resource planning

10.2.1.4. Produce maintenance crew assignment plan

10.2.2. Manage configuration

10.2.2.1. Manage technical publications

10.2.2.2. Phase in aircraft type

10.2.2.3. Phase in engine type

10.2.2.4. Phase in component type

10.2.2.5. Phase in aircraft work

10.2.2.6. Manage safety, reliability, and ownership obligations

10.2.3. Perform maintenance design services

10.2.3.1. Manage design and modification projects

10.2.3.2. Carry-out design and development activities

10.2.3.3. Prepare repair scheme

10.2.4. Manage maintenance materials and services

10.2.4.1. Manage maintenance capacity plan

10.2.4.2. Manage materials and service strategy

10.2.5. Manage maintenance plan

10.2.6. Perform routine maintenance and certify work

10.2.6.1. Perform line/ramp maintenance work

10.2.6.2. Perform hanger maintenance work

10.2.6.3. Perform engine work

10.2.6.4. Perform component work

10.2.6.5. Perform Ground Support Equipment (GSE) work

10.2.7. Perform corrective maintenance

10.3. Design and construct productive assets

10.3.1. Manage capital program for productive assets

10.3.1.1. Define capital investment plan

10.3.1.2. Monitor capital program

10.3.1.3. Secure construction financing

10.3.2. Design and plan asset construction

10.3.2.1. Develop construction strategy

10.3.2.2. Perform construction performance management

10.3.2.3. Obtain construction permissions

10.3.2.4. Design assets

10.3.2.5. Plan construction resources

10.3.3. Schedule and perform construction work

10.3.3.1. Schedule work

10.3.3.2. Obtain resources

10.3.3.3. Construct new assets

10.3.3.4. Augment existing assets

10.3.3.5. Renew/Replace assets

10.3.4. Manage asset construction

10.3.4.1. Monitor work performance

10.3.4.2. Undertake quality control

10.3.4.3. Create work and asset records

10.3.4.4. Manage safety, security, and access to sites

10.4. Maintain productive assets

10.4.1. Plan asset maintenance

10.4.1.1. Develop maintenance strategies

10.4.2. Analyze assets and predict maintenance requirements

10.4.2.1. Specify maintenance policies

10.4.2.2. Integrate preventive maintenance into operations schedule

10.4.2.3. Identify work management tasks & priorities

10.4.2.4. Conduct resource planning

10.4.2.5. Create work plans

10.4.3. Manage asset maintenance

10.4.3.1. Schedule work

10.4.3.2. Obtain required resources

10.4.3.3. Undertake quality control

10.4.3.4. Update work and asset records

10.4.3.5. Manage maintenance work safety

10.4.3.6. Define maintenance performance targets

10.4.3.7. Monitor maintenance performance against targets/contracts

10.4.4. Perform asset maintenance

10.4.4.1. Perform preventative asset maintenance

10.4.4.2. Perform routine asset maintenance

10.4.4.3. Perform corrective asset maintenance and repairs

10.4.4.4. Identify unplanned maintenance requirements

10.4.4.5. Perform unplanned maintenance and repairs

10.5. Dispose of assets

10.5.1. Develop exit strategy

10.5.2. Decommission productive assets

10.5.3. Perform sale or trade

10.5.4. Perform abandonment

10.5.5. Phase out aircrafts, engines, and components

10.5.6. Perform waste and hazardous goods management

10.6. Obtain and commission assets, equipment, and tools

10.6.1. Develop ongoing maintenance policies for productive assets

10.6.2. Obtain and commission equipment

10.6.2.1. Obtain equipment

10.6.2.2. Commission equipment

10.6.3. Obtain aircrafts, engines and components

11. Manage Enterprise Risk, Compliance, Remediation and Resiliency

11.1. Manage enterprise risk

11.1.1. Establish the enterprise risk framework and policies

11.1.1.1. Determine risk tolerance for organization

11.1.1.2. Develop and maintain enterprise risk policies and procedures

11.1.1.3. Identify and implement enterprise risk management tools

11.1.1.4. Coordinate the sharing of risk knowledge across the organization

11.1.1.5. Prepare and report enterprise risk to executive management and board

11.1.2. Oversee and coordinate enterprise risk management activities

11.1.2.1. Identify enterprise level risks

11.1.2.2. Assess risks to determine which to mitigate

11.1.2.3. Develop risk mitigation and management strategy and integrate with existing performance management processes

11.1.2.4. Verify business unit and functional risk mitigation plans are implemented

11.1.2.5. Ensure risks and risk mitigation actions are monitored

11.1.2.6. Report on risk activities

11.1.3. Coordinate business unit and functional risk management activities

11.1.3.1. Ensure that each business unit/function follows the enterprise risk management process

11.1.3.2. Ensure that each business unit/function follows the enterprise risk reporting process

11.1.4. Manage business unit and function risk

11.1.4.1. Identify risks

11.1.4.2. Assess risks using enterprise risk framework policies and procedures

11.1.4.3. Develop mitigation plans for risks

11.1.4.4. Implement mitigation plans for risks

11.1.4.5. Monitor risks

11.1.4.6. Analyze risk activities and update plans

11.1.4.7. Report on risk activities

11.2. Manage compliance

11.2.1. Establish compliance framework and policies

11.2.1.1. Develop enterprise compliance policies and procedures

11.2.1.2. Implement enterprise compliance activities

11.2.1.3. Manage internal audits

11.2.1.4. Maintain controls-related technologies and tools

11.2.2. Manage regulatory compliance

11.2.2.1. Develop regulatory compliance procedures

11.2.2.2. Identify applicable regulatory requirements

11.2.2.3. Monitor the regulatory environment for changing or emerging regulations

11.2.2.4. Assess current compliance position and identify weaknesses or shortfalls therein

11.2.2.5. Implement missing or stronger regulatory compliance controls and policies

11.2.2.6. Monitor and test regulatory compliance position and existing controls

11.2.2.7. Compile and communicate compliance scorecard(s)

11.2.2.8. Compile and communicate internal and regulatory compliance reports

11.2.2.9. Maintain relationships with regulators as appropriate

11.2.2.10. Report to external regulatory bodies

11.2.2.10.1. Report safety incidents

11.3. Manage remediation efforts

11.3.1. Create remediation plans

11.3.2. Contact and confer with experts

11.3.3. Identify/Dedicate resources

11.3.4. Investigate legal aspects

11.3.5. Investigate damage cause

11.3.6. Amend or create policy

11.4. Manage business resiliency

11.4.1. Develop the business resilience strategy

11.4.2. Perform continuous business operations planning

11.4.3. Test continuous business operations

11.4.4. Maintain continuous business operations

11.4.5. Share knowledge of specific risks across other parts of the organization

12. Manage External Relationships

12.1. Build investor relationships

12.1.1. Plan, build, and manage lender relations

12.1.2. Plan, build, and manage analyst relations

12.1.3. Communicate with shareholders

12.2. Manage government and industry relationships

12.2.1. Manage government relations

12.2.1.1. Assess relationships

12.2.1.2. Appoint responsible executives

12.2.1.3. Monitor relationships

12.2.1.4. Receive input from internal advisors

12.2.1.5. Receive input from external advisors

12.2.1.6. Liaise with authorities

12.2.2. Manage relations with quasi-government bodies

12.2.2.1. Establish relationships with agencies

12.2.2.2. Respond to audit inquiries

12.2.2.3. Maintain documentation of contacts

12.2.2.4. Plan and manage meetings

12.2.3. Manage relations with trade or industry groups

12.2.3.1. Evaluate the requirements for strategic relationships

12.2.3.2. Monitor the success of the partnerships

12.2.3.3. Extend or change the relationships

12.2.4. Manage air traffic control/airport relationships

12.2.5. Manage lobby activities

12.3. Manage relations with board of directors

12.3.1. Report results

12.3.2. Report audit findings

12.4. Manage legal and ethical issues

12.4.1. Create ethics policies

12.4.2. Manage corporate governance policies

12.4.3. Develop and perform preventive law programs

12.4.4. Ensure compliance

12.4.4.1. Plan and initiate compliance program

12.4.4.2. Execute compliance program

12.4.5. Manage outside counsel

12.4.5.1. Assess problem and determine work requirements

12.4.5.2. Engage/retain outside counsel if necessary

12.4.5.3. Receive strategy/budget

12.4.5.4. Receive work product and manage/monitor case and work performed

12.4.5.5. Process payment for legal services

12.4.5.6. Track legal activity/performance

12.4.6. Protect intellectual property

12.4.6.1. Manage copyrights, patents, and trademarks

12.4.6.2. Maintain intellectual property rights and restrictions

12.4.6.3. Administer licensing terms

12.4.6.4. Administer options

12.4.7. Resolve disputes and litigations

12.4.8. Provide legal advice/counseling

12.4.9. Negotiate and document agreements/contracts

12.5. Manage public relations program

12.5.1. Manage community relations

12.5.2. Manage media relations

12.5.3. Promote political stability

12.5.4. Create press releases

12.5.5. Issue press releases

13. Develop and Manage Business Capabilities

13.1. Manage business processes

13.1.1. Establish and maintain process management governance

13.1.1.1. Define and manage governance approach

13.1.1.2. Establish and maintain process tools and templates

13.1.1.3. Assign and support process ownership

13.1.1.4. Perform process governance activities

13.1.2. Define and manage process frameworks

13.1.2.1. Establish and maintain process framework

13.1.2.2. Identify cross-functional processes

13.1.3. Define processes

13.1.3.1. Scope processes

13.1.3.2. Analyze processes

13.1.3.2.1. Identify published best practices

13.1.3.3. Model and document processes

13.1.3.4. Publish processes

13.1.4. Manage process performance

13.1.4.1. Provide process training

13.1.4.2. Support process execution

13.1.4.3. Measure and report process performance

13.1.4.3.1. Identify additional metrics as required

13.1.5. Improve processes

13.1.5.1. Identify and select improvement opportunities

13.1.5.2. Manage improvement projects

13.1.5.3. Perform continuous improvement activities

13.2. Manage portfolio, program, and project

13.2.1. Manage portfolio

13.2.1.1. Establish portfolio strategy

13.2.1.2. Define portfolio governance

13.2.1.3. Monitor and control portfolio

13.2.2. Manage programs

13.2.2.1. Establish program structure and approach

13.2.2.2. Manage program stakeholders and partners

13.2.2.3. Manage program execution

13.2.2.4. Review and report program performance

13.2.3. Manage projects

13.2.3.1. Establish project scope

13.2.3.1.1. Identify project requirements and objectives

13.2.3.1.2. Identify project resource requirements

13.2.3.1.3. Assess culture and readiness for project management approach

13.2.3.1.4. Identify appropriate project management methodologies

13.2.3.1.5. Create business case and obtain funding

13.2.3.1.6. Develop project measures and indicators

13.2.3.2. Develop project plans

13.2.3.2.1. Define roles and resources

13.2.3.2.2. Acquire/secure project resources

13.2.3.2.3. Identify specific IT requirements

13.2.3.2.4. Create training and communication plans

13.2.3.2.5. Design recognition and reward approaches

13.2.3.2.6. Design and plan launch of project

13.2.3.2.7. Deploy the project

13.2.3.3. Execute projects

13.2.3.3.1. Evaluate impact of project management (strategy and projects) on measures and outcomes

13.2.3.3.2. Report the status of project

13.2.3.3.3. Manage project scope

13.2.3.3.4. Promote and sustain activity and involvement

13.2.3.3.5. Realign and refresh project management strategy and approaches

13.2.3.4. Review and report project performance

13.2.3.5. Close projects

13.3. Manage enterprise quality

13.3.1. Establish quality requirements

13.3.1.1. Define critical-to-quality characteristics

13.3.1.2. Define preventive quality activities

13.3.1.3. Develop quality controls

13.3.1.3.1. Define process steps for controls (or integration points)

13.3.1.3.2. Define sampling plan

13.3.1.3.3. Identify measurement methods

13.3.1.3.4. Define required competencies

13.3.1.4. Prove capability to assess compliance with requirements

13.3.1.5. Finalize quality plan

13.3.2. Evaluate performance to requirements

13.3.2.1. Test against quality plan

13.3.2.1.1. Conduct test and collect data

13.3.2.1.2. Record result(s)

13.3.2.1.3. Determine disposition of result(s)

13.3.2.2. Assess results of tests

13.3.2.2.1. Assess sample significance

13.3.2.2.2. Summarize result(s)

13.3.2.2.3. Recommend actions

13.3.2.2.4. Decide next steps

13.3.3. Manage non-conformance

13.3.3.1. Assess potential impact

13.3.3.2. Determine immediate action(s)

13.3.3.3. Identify root cause(s)

13.3.3.4. Take corrective or preventative action

13.3.3.5. Close non-conformance

13.3.4. Implement and maintain the enterprise quality management system (EQMS)

13.3.4.1. Define the quality strategy

13.3.4.2. Plan and deploy the EQMS scope, targets, and goals

13.3.4.3. Identify core EQMS processes, controls, and metrics

13.3.4.4. Develop and document EQMS policies, procedures, standards, and measures

13.3.4.5. Assess the EQMS performance

13.3.4.6. Create environment and capability for EQMS improvement(s)

13.3.4.6.1. Reward quality excellence

13.3.4.6.2. Create and maintain quality partnerships

13.3.4.6.3. Maintain talent capabilities and competencies

13.3.4.6.4. Incorporate EQMS messaging into communication channels

13.3.4.6.5. Assure independent EQMS management access to appropriate authority in the organization

13.3.4.6.6. Transfer proven EQMS methods

13.4. Manage change

13.4.1. Plan for change

13.4.1.1. Select process improvement methodology

13.4.1.2. Assess readiness for change

13.4.1.3. Determine stakeholders

13.4.1.4. Identify change champion(s)

13.4.1.5. Form design team

13.4.1.6. Define scope

13.4.1.7. Understand current state

13.4.1.8. Define future state

13.4.1.9. Conduct organizational risk analysis

13.4.1.10. Assess cultural issues

13.4.1.11. Identify impacted groups

13.4.1.12. Determine degree/extent of impact

13.4.1.13. Establish accountability for change management

13.4.1.14. Identify barriers to change

13.4.1.15. Determine change enablers

13.4.1.16. Identify resources and develop measures

13.4.2. Design the change

13.4.2.1. Assess connection to other initiatives

13.4.2.2. Develop change management plans

13.4.2.3. Develop training plan

13.4.2.4. Develop communication plan

13.4.2.5. Assign change champion(s)

13.4.2.6. Develop rewards/incentives plan

13.4.2.7. Establish change adoption metrics

13.4.2.8. Establish/Clarify new roles

13.4.2.9. Identify budget/roles

13.4.3. Implement change

13.4.3.1. Create commitment for improvement/change

13.4.3.2. Reengineer business processes and systems

13.4.3.3. Support transition to new roles or exit strategies for incumbents

13.4.3.4. Monitor change

13.4.3.5. Report on change

13.4.4. Sustain improvement

13.4.4.1. Monitor improved process performance

13.4.4.2. Capture and reuse lessons learned from change process

13.4.4.3. Take corrective action as necessary

13.5. Develop and manage enterprise-wide knowledge management (KM) capability

13.5.1. Develop KM strategy

13.5.1.1. Develop governance model

13.5.1.2. Establish central KM core group

13.5.1.3. Define roles and accountability of core group versus operating units

13.5.1.4. Develop funding models

13.5.1.5. Identify links to key initiatives

13.5.1.6. Develop core KM methodologies

13.5.1.7. Assess IT needs and engage IT function

13.5.1.8. Develop training and communication plans

13.5.1.9. Develop change management approaches

13.5.1.10. Develop strategic measures and indicators

13.5.2. Assess KM capabilities

13.5.2.1. Assess maturity of existing KM initiatives

13.5.2.2. Evaluate existing KM approaches

13.5.2.3. Identify gaps and needs

13.5.2.4. Enhance/Modify existing KM approaches

13.5.2.5. Develop new KM approaches

13.5.2.6. Implement new KM approaches

13.6. Measure and benchmark

13.6.1. Create and manage organizational performance strategy

13.6.1.1. Create enterprise measurement systems model

13.6.1.2. Measure process productivity

13.6.1.3. Measure cost effectiveness

13.6.1.4. Measure staff efficiency

13.6.1.5. Measure cycle time

13.6.2. Benchmark performance

13.6.2.1. Conduct performance assessments

13.6.2.2. Develop benchmarking capabilities

13.6.2.3. Conduct internal process and external competitive benchmarking

13.6.2.4. Conduct gap analysis

13.6.2.5. Establish need for change

13.6.3. Evaluate process performance

13.6.3.1. Establish appropriate performance indicators (metrics)

13.6.3.2. Establish monitoring frequency

13.6.3.3. Collect data

13.6.3.4. Calculate performance measures

13.6.3.5. Identify performance trends

13.6.3.6. Analyze performance against benchmark data

13.6.3.7. Prepare reports

13.6.3.8. Develop performance improvement plan

13.7. Manage environmental health and safety (EHS)

13.7.1. Determine environmental health and safety impacts

13.7.1.1. Evaluate environmental impact of products, services, and operations

13.7.1.2. Conduct health and safety and environmental audits

13.7.2. Develop and execute functional EHS program

13.7.2.1. Identify regulatory and stakeholder requirements

13.7.2.2. Assess future risks and opportunities

13.7.2.3. Create EHS policy

13.7.2.4. Record and manage EHS events

13.7.3. Train and educate functional employees

13.7.3.1. Communicate EHS issues to stakeholders and provide support

13.7.4. Monitor and manage functional EHS management program

13.7.4.1. Manage EHS costs and benefits

13.7.4.2. Measure and report EHS performance

13.7.4.3. Implement emergency response program

13.7.4.4. Implement pollution prevention program

13.7.4.5. Provide employees with EHS support

 

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