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Процессная модель APQC Consumer Products (Производство и продажа потребительских товаров)

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Процессная модель APQC Consumer Products

Рисунок 1. Процессы верхнего уровня модели APQC Consumer Products

Перечень процессов модели Consumer APQC Products приведен ниже.

1. Develop Vision and Strategy

    1.1. Define the business concept and long-term vision

      1.1.1. Assess the external environment Analyze and evaluate competition Identify economic trends Identify political and regulatory issues Assess new technology innovations Analyze demographics Identify social and cultural changes Identify ecological concerns Conduct mergers and acquisitions (M&A) analysis Monitor external opportunities and threats

      1.1.2. Survey market and determine customer needs and wants Conduct qualitative/quantitative assessments Capture and assess customer needs

      1.1.3. Perform internal analysis Analyze organizational capabilities Create baselines for current processes Analyze systems and technology Analyze financial conditions Identify enterprise core competencies

      1.1.4. Establish strategic vision Align stakeholders around strategic vision Communicate strategic vision to stakeholders

      1.1.5. Conduct organization restructuring opportunities Identify restructuring opportunities Perform due-diligence Analyze deal options

 Evaluate acquisition options

 Evaluate merger options

 Evaluate de-merger options

 Evaluate divesture options

    1.2. Develop business strategy

      1.2.1. Develop overall mission statement Define current business Describe means to achieve desired state Formulate mission Communicate mission

      1.2.2. Evaluate and select strategic options to achieve the objectives Define strategic options Assess and analyze impact of each option Develop sustainability strategy Develop global support and shared services strategy Develop lean/continuous improvement strategy Develop long term business transformational strategies

      1.2.3. Coordinate and align functional and process strategies

      1.2.4. Create organizational design (structure, governance, reporting, etc.) Evaluate breadth and depth of organizational structure Perform job specific roles mapping and value-add analyses Develop role activity diagrams to assess hand-off activity Perform organization redesign workshops Design the relationships between organizational units Develop role analysis and activity diagrams for key processes Assess organizational implication of feasible alternatives Migrate to new organization

      1.2.5. Develop and set organizational goals

      1.2.6. Formulate business unit strategies

      1.2.7. Develop financial strategies Set corporate financial targets Communicate targets to operating divisions

      1.2.8. Analyze portfolio positioning Determine growth potential Determine relative market share Assess cash flow potential Determine optimal portfolio

    1.3. Manage strategic initiatives

      1.3.1. Evaluate strategic initiatives

      1.3.2. Select strategic initiatives

      1.3.3. Manage strategic business portfolio

      1.3.4. Establish high-level measures

2. Design and Develop Products and Services

    2.1. Design products and services

      2.1.1. Analyze market segments, portfolios and technologies Analyze market segments Develop and manage product range architecture

      2.1.2. Design strategy for new product development (NPD) and innovation Translate retailer/shopper/consumer wants and needs into market/product/service opportunities Align strategy with business strategy and initiatives Evaluate new product/service ideas against existing product, NPD portfolio and past products Refine innovation/NPD portfolio and strategy, including prioritization of products in the NPD pipeline

      2.1.3. Develop new product and service concepts Analyze concept feasibility Develop concepts Develop preliminary designs

      2.1.4. Build and evaluate product and service prototypes Collaborate design with suppliers and contract manufacturers Work with manufacturers on process/manufacturing Build prototypes Refine product/service to eliminate quality and reliability problems Conduct in-house product/service testing and evaluate feasibility Identify design/development performance indicators Revise business case and make go/no go decision

      2.1.5. Test market for new or revised products and services Conduct consumer/shoppers tests and interviews Conduct clinical and product claims testing Finalize technical requirements Identify requirements for changes to manufacturing/delivery processes Conduct legal/regulatory/medical review Finalize product/service characteristics and business cases

      2.1.6. Prepare for production and marketplace introduction Develop and test prototype production and/or service delivery process Design and obtain necessary materials and equipment Install and validate production process or methodology Determine plan for new product development and introduction Identify licensing and co-branding opportunities Disseminate new item and price information Coordinate introduction of products and sunset obsolete products with retailers/distributors Manage questions and issues associated with product introduction

      2.1.7. Develop first run/sample products Refine formulation based on market research, technical and cost analysis Outline initial processing parameters Develop final product and manufacturing costs Revise financial analysis

      2.1.8. Support and implement changes to product manufacturing and service delivery process Monitor production runs Request engineering change Manage engineering change orders Identify product/service design and configuration changes Capture feedback to refine existing products and services process Identify manufacturing/service delivery process performance indicators

      2.1.9. Manage product directory Provide product specifications and information

3. Market and Sell Products and Services

    3.1. Understand markets, customers and capabilities

      3.1.1. Perform customer and market intelligence analysis Conduct customer and market research

 Study competitor category and brand positioning (e.g. by benchmarking competitor products)

 Study customer segmentation patterns (e.g. by performing data driven segmentation analysis)

 Understand consumer needs and predict customer purchasing behavior

 Identify brand and portfolio gaps Develop consumer/shopper market insight and identify trends Study consumer insights and trends Identify market segments

 Determine market share gain/loss Analyze market and industry trends Evaluate existing products/brands Assess internal and external business environment

      3.1.2. Evaluate and prioritize market opportunities Quantify market opportunities Determine target segments Prioritize opportunities consistent with capabilities and overall business strategy Validate opportunities

 Test with customers/consumers

 Confirm internal capabilities

    3.2. Develop marketing strategy

      3.2.1. Define offering and customer's value proposition Define offering and positioning Develop value proposition including brand positioning for target segments Validate value proposition with target segments Develop new branding

      3.2.2. Define pricing strategy to align to value proposition Establish guidelines for applying pricing of products/services Approve pricing strategies/policies

      3.2.3. Develop and manage brands Conduct brand level social sentiment analysis Develop marketing strategy for new and existing brands Define brand equity position Assess brand performance management

      3.2.4. Define and manage channel strategy Evaluate channel attributes and partners Determine channel fit with target segments Select channels for target segments Define and manage channel/store format strategy

 Define and manage on-line e-retail and marketplace strategy

    3.3. Develop trade customer sales strategy

      3.3.1. Develop sales forecast Gather current and historic order information

 Gather post event analysis tracking of sales at retail

 Gather sales/inventory data from retail for trade wide sales forecast Analyze sales trends and patterns Generate sales forecast Analyze point of sales (POS) data and market/competitive information Analyze historical and planned promotions and events

      3.3.2. Develop sales partner/alliance relationships Manage data source vendors Identify alliance opportunities Design alliance programs and methods for selecting and managing relationships Select alliances Develop partner and alliance management strategies Establish partner and alliance management goals Manage database and fulfillment vendors Manage creative/media service providers

      3.3.3. Establish overall sales budgets Calculate product revenue Determine variable costs Determine overhead and fixed costs Calculate net profit Create budget Allocate marketing budget

      3.3.4. Establish sales goals and measures

      3.3.5. Establish customer management goals, and strategies Develop customer business plan Develop customer trade strategy and customer objectives/targets Define trade programs and funding options Conduct planning activities for major trade customers Collaborate with trade customers to create sales and promo plan Develop promotional and category management calendars (trade marketing calendars) Create strategic and tactical sales plans by customer Communicate planning information to customer teams

      3.3.6. Perform category management Analyze category/product positioning and performance Select category/product strategy

      3.3.7. Establish customer management measures

    3.4. Develop and manage marketing plans

      3.4.1. Establish goals, objectives and metrics for products by channels/segments

      3.4.2. Establish marketing budgets Confirm marketing alignment to business strategy Determine costs of marketing Create marketing budget

      3.4.3. Design and execute brand and product marketing programs Define advertising media objectives and strategy Develop marketing messages Define target audience Develop advertising Design preliminary sales collateral, point-of-sale (POS) and promotion prototypes Engage third-party advertising agency Engage media provider Align marketing programs with consumer service strategy Develop product sales projection Plan preliminary media buys (print, television, radio) Develop and execute advertising

 Create and release final advertising Develop and execute other marketing campaigns/programs Assess brand/product marketing plan performance

      3.4.4. Develop and manage pricing Conduct competitive pricing review (online, offline etc.) Develop pricing based on volume/unit forecast Determine customer segment specific pricing Execute pricing plan Evaluate pricing performance Implement promotional pricing programs Implement other retail pricing programs Communicate and implement price changes Refine pricing as needed

      3.4.5. Design and execute consumer promotions Develop and manage placement and campaign management Develop and manage promotional activities Define promotional concepts Plan and test promotional activities Execute promotional activities Evaluate promotional performance metrics Refine promotional performance metrics Incorporate learnings into future/planned consumer promotions

      3.4.6. Manage trade pricing, promotions and allowances Develop customer trade investment plan Approve investment plan Execute investment plan Manage payments and deductions Evaluate and manage event performance Analyze customer profitability

      3.4.7. Track customer management measures Determine customer loyalty/lifetime value Analyze customer revenue trend Analyze customer attrition and retention rates Analyze customer metrics Assess integrated sales and demand plan performance Revise customer strategies, objectives and plans based on metrics

      3.4.8. Develop and manage packaging strategy Plan packaging strategy Test packaging options Execute packaging strategy Develop packaging Refine packaging

      3.4.9. Conduct post launch review Carry out post launch analytics to test the acceptability in the market Review market performance by country and geographic area Review effectiveness of supply chain and distribution network Apply data and analytics review to supply chain methodologies Review quality and performance of the product Conduct financial review Conduct NPD process assessment

    3.5. Develop and manage sales plans

      3.5.1. Generate leads Identify potential customers Identify leads

      3.5.2. Manage bid and proposal development Refine customer requirements Verify match with strategic/tactical plans Perform competitive analysis Develop pricing and scheduling estimates Conduct profitability analysis Submit bid Receive notification

      3.5.3. Manage customers and accounts Develop sales/key account plan Develop sales communication plan Manage customer sales Establish customer terms and conditions Manage customer relationships Manage customer master data

      3.5.4. Manage sales partners and alliances Provide sales and product training to sales partners/alliances Develop sales forecast by partner/alliance Agree on partner and alliance commissions Evaluate partner/alliance results

      3.5.5. Assist in store operations Perform inventory management Review product placement Manage in-store POP (Point of Purchase) merchandising

      3.5.6. Manage sales orders Accept and validate sales orders Collect and maintain customer account information

 Administer key customer/account details

 Retrieve full customer details

 Modify involved party details

 Record address details

 Record contact details

 Record key customer communication profile details

 Review involved party information

 Terminate involved party information Determine availability Determine fulfillment process Enter orders into system and identify/perform cross-sell/up-sell activity Process back orders and updates Handle order inquiries including post-order fulfillment transactions Provide product tracking Assess order performance Evaluate sales results

      3.5.7. Manage sales force Determine sales resource allocation Establish sales force incentive plan

4. Deliver Products and Services

    4.1. Plan for and align supply chain resources

      4.1.1. Develop production and materials strategies Define manufacturing goals Define labor and materials policies Define outsourcing policies Define manufacturing capital expense policies Define capacities Define production network and supply constraints Define production process Define production workplace layout and infrastructure

      4.1.2. Plan sales and operations Prepare for sales and operations planning (S&OP) meeting Balance demand and supply plans Monitor external changes in the industry or marketplace

      4.1.3. Manage demand for products and services Develop baseline forecasts Collaborate with customers Develop consensus forecast Determine available to promise Monitor activity against forecast and revise forecast Evaluate and revise forecasting approach Measure forecast accuracy

      4.1.4. Create materials plan Create unconstrained plan Collaborate with supplier and contract manufacturers Identify critical materials and supplier capacity Monitor material specifications Generate constrained plan Define production balance and control

      4.1.5. Create and manage master production schedule Create site level plan and schedule Manage work-in-progress inventory Collaborate with suppliers Execute site- level production plan and schedule Monitor master production schedule and plan

      4.1.6. Plan distribution requirements Maintain distribution center master data Determine finished goods inventory requirements at destination Calculate requirements at destination Calculate consolidation at source Manage collaborative replenishment planning Manage requirements for partners Calculate destination dispatch plan Manage dispatch plan attainment Calculate destination load plans Manage partner load plan Manage the cost of supply Manage capacity utilization

      4.1.7. Establish distribution planning constraints Establish distribution center layout constraints Establish inventory management constraints Establish transportation management constraints

      4.1.8. Review distribution planning policies Review distribution network Establish sourcing relationships Establish dynamic deployment policies

      4.1.9. Assess distribution planning performance Establish appropriate performance indicators (metrics) Establish monitoring frequency Calculate performance measures Identify performance trends Analyze performance benchmark gaps Prepare appropriate reports Develop performance improvement plan

      4.1.10. Develop quality standards and procedures Establish quality targets Develop standard testing procedures Communicate quality specifications

    4.2. Procure materials and services

      4.2.1. Develop sourcing strategies Develop procurement plan Clarify purchasing requirements Develop inventory strategy Match needs to supply capabilities Analyze company’s spend profile Seek opportunities to improve efficiency and value Collaborate with suppliers to identify sourcing opportunities

      4.2.2. Select suppliers and develop/maintain contracts Select suppliers Certify and validate suppliers Negotiate and establish contracts Manage contracts

      4.2.3. Order materials and services Process/Review requisitions Approve requisitions Solicit/Track vendor quotes Create/Distribute purchase orders Expedite orders and satisfy inquiries Record receipt of goods Research/Resolve exceptions

      4.2.4. Manage suppliers Monitor/Manage supplier information Prepare/Analyze procurement and vendor performance Support inventory and production processes Monitor quality of product delivered

      4.2.5. Implement procurement initiatives Implement cross-functional buying teams Implement buying consortiums Implement integrated supply Implement e-procurement Implement purchasing cost reduction program

    4.3. Produce/Manufacture/Deliver product

      4.3.1. Schedule production Generate line level plan Generate detailed schedule Schedule production orders and create lots Schedule preventive (planned) maintenance (preventive maintenance orders) Schedule requested (unplanned) maintenance (work order cycle) Release production orders and release create lots

      4.3.2. Produce product Manage raw material inventory Execute detailed line schedule Report maintenance issues Monitor quality Rerun defective items Assess production performance

      4.3.3. Perform quality testing Calibrate test equipment Perform testing using the standard testing procedure Record test results Track and analyze non-conformance trends Perform root cause analysis

      4.3.4. Maintain production records and manage lot traceability Determine lot numbering system Determine lot use Determine batch numbering system Perform goods issue Determine batch usage

      4.3.5. Assess production performance (master production schedule -MPS and manufacturing resource planning - MRP) Establish appropriate performance measures Establish monitoring frequency Calculate performance measures Identify performance trends Identify issues/problems with performance Prepare appropriate reports Develop action plan to improve performance

    4.4. Deliver service to customer

      4.4.1. Confirm specific service requirements for individual customer Process customer request Create customer profile Generate service order

      4.4.2. Identify and schedule resources to meet service requirements Create resourcing plan and schedule Create service order fulfillment schedule Develop service order

      4.4.3. Provide the service to specific customers Organize daily service order fulfillment schedule Dispatch resources Manage order fulfillment progress Validate order fulfillment block completion

      4.4.4. Ensure quality of service Identify completed orders for feedback Identify incomplete orders and service failures Solicit customer feedback on services delivered Process customer feedback on services delivered

    4.5. Manage logistics and warehousing

      4.5.1. Define logistics strategy Translate customer service requirements into logistics requirements Design logistics network Communicate outsourcing needs Develop and maintain delivery service policy Optimize transportation schedules and costs Define key performance measures

      4.5.2. Plan and manage inbound material flow Plan inbound material receipts Manage inbound material flow Monitor inbound delivery performance Manage flow of returned products

      4.5.3. Operate warehousing Track inventory deployment Receive, inspect, and store inbound deliveries Track product availability Pick, pack, and ship product for delivery Track inventory accuracy Track third-party logistics storage and shipping performance Manage physical finished goods inventory

      4.5.4. Operate outbound transportation Plan, transport, and deliver outbound product Track carrier delivery performance Manage transportation fleet Process and audit carrier invoices and documents

      4.5.5. Manage returns; manage reverse logistics Authorize and process returns Perform reverse logistics Perform salvage activities Manage repair/refurbishment and return to customer/stock

      4.5.6. Meet data exchange and legal requirements Perform product classification Calculate customs duty Manage export control Manage quality improvement Manage customs processing import Manage presentation to customs Manage sanctioned party list screening

    4.6. Manage warranties

      4.6.1. Define and manage warranty offering Determine and document warranty policies Create and manage warranty rules/claim codes for products Agree warranty responsibilities with suppliers Define warranty related offerings for customers e.g. service contract Communicate warranty policies and offerings Manage pre-authorizations

      4.6.2. Process warranty claims Receive warranty claim Validate warranty claim Investigate warranty issues

 Define issue

 Schedule field service

 Request and receive defective part

 Investigate issue/perform root cause analysis

 Receive investigation result and recommendation for corrective action Determine responsible party Approve or reject warranty claim Notify originator of approve/reject decision Authorize payment Close claim Reconcile warranty transaction disposition

      4.6.3. Manage supplier recovery Create supplier recovery claims Negotiate recoveries with suppliers

      4.6.4. Evaluate and manage warranty performance Measure customer satisfaction with warranty handling and resolution Monitor and report on warranty management metrics Identify improvement opportunities (e.g. process, warranty offering) Identify opportunities to eliminate warranty waste Investigate fraudulent claims

    4.7. Manage product recalls and regulatory audits

      4.7.1. Develop a recall strategy

      4.7.2. Initiate a recall

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

      4.7.4. Manage recall related communications

      4.7.5. Submit regulatory reports

      4.7.6. Monitor and audit recall effectiveness

      4.7.7. Manage recall termination

      4.7.8. Review recall strategy

5. Manage Customer Service

    5.1. Develop customer care/customer service strategy

      5.1.1. Develop customer service segmentation/prioritization (e.g., tiers) Analyze existing customers Analyze feedback of customer's needs

      5.1.2. Define customer service policies and procedures

      5.1.3. Establish service levels for customers

    5.2. Plan and manage customer service operations

      5.2.1. Plan and manage customer service work force Forecast volume of customer service contacts Schedule customer service work force Track work force utilization Monitor and evaluate quality of customer interactions with customer service representatives

      5.2.2. Manage customer service requests/inquiries Receive customer requests/inquiries Route customer requests/inquiries Respond to customer requests/inquiries

      5.2.3. Manage customer complaints Receive customer complaints Route customer complaints Resolve customer complaints Respond to customer complaints

      5.2.4. Report Incidents, Adverse Events and Corrective Action Preventive Action (CAPA) Identify incidents and adverse events Investigate incidents and adverse events Resolve incidents and adverse events Report Corrective Action Preventive Action (CAPA) Capture and report adverse events Perform and report trending analytics

      5.2.5. Manage customer self-service materials Update the FAQ list

    5.3. Measure and evaluate customer service operations

      5.3.1. Identify key metrics for assessing customer service

      5.3.2. Track performance against customer service scorecard

      5.3.3. Measure customer satisfaction with customer requests/inquiries handling Solicit customer feedback on customer service experience Analyze customer service data and identify improvement opportunities

      5.3.4. Measure customer satisfaction with customer-complaint handling and resolution Solicit customer feedback on complaint handling and resolution Analyze customer complaint data and identify improvement opportunities Identify common customer complaints

      5.3.5. Measure customer satisfaction with products and services Gather and solicit post-sale customer feedback on products and services Solicit post-sale customer feedback on ad effectiveness Collect warranty data and product return reasons Analyze product and service satisfaction data and identify improvement opportunities Provide customer feedback to product management on products and services

6. Develop and Manage Human Capital

    6.1. Develop and manage human resources (HR) planning, policies, and strategies

      6.1.1. Develop human resources strategy Identify strategic HR needs Define HR and business function roles and accountability Determine HR costs Establish HR measures Communicate HR strategies Develop strategy for HR systems/technologies/tools

      6.1.2. Develop and implement workforce strategy and policies Gather skill requirements according to corporate strategy and market environment Plan employee resourcing requirements per unit/organization Develop compensation plan Develop succession plan Develop employee diversity plan Develop training program Develop recruiting program Develop other HR programs Develop HR policies Administer HR policies Plan employee benefits Develop workforce strategy models

      6.1.3. Monitor and update strategy, plans and policies Measure realization of objectives Measure contribution to business strategy Communicate plans and provide updates to stakeholders Review and revise HR plans

      6.1.4. Develop competency management models

    6.2. Recruit, source, and select employees

      6.2.1. Manage employee requisitions Align staffing plan to workforce plan and business unit strategies/resource needs Determine job need/opening Develop and open job requisition Develop job descriptions Post requisitions Manage internal/external job posting Web sites Modify requisitions Notify hiring manager Manage requisition dates

      6.2.2. Recruit/Source candidates Determine recruitment methods Perform recruiting activities/events Manage recruitment vendors Manage employee referral programs Monitor recruitment channels

      6.2.3. Screen and select candidates Identify and deploy candidate selection tools Interview candidates Test candidates Select and reject candidates Obtain candidate background information

      6.2.4. Manage pre-placement verification

      6.2.5. Manage new hire/re-hire Draw up and make offer Negotiate offer Hire candidate

      6.2.6. Manage applicant information Create applicant record Manage/track applicant data Archive and retain records of non-hires

    6.3. Develop and counsel employees

      6.3.1. Manage employee orientation and deployment Create/maintain employee on-boarding program Evaluate the effectiveness of the employee on-boarding program Execute onboarding program

      6.3.2. Manage employee performance Define performance objectives Review, appraise, and manage employee performance Evaluate and review performance program

      6.3.3. Manage employee development Define employee development guidelines Develop employee career plans Manage employee skills development

      6.3.4. Develop and train employees Align employee and organization development needs Align learning programs with competencies Establish training needs by analysis of required and available skills Develop, conduct, and manage employee and/or management training programs

    6.4. Manage employee relations

      6.4.1. Manage health and safety

      6.4.2. Manage collective bargaining process

      6.4.3. Manage labor management partnerships

      6.4.4. Manage employee grievances

    6.5. Reward and retain employees

      6.5.1. Develop and manage reward, recognition, and motivation programs Develop salary/compensation structure and plan Develop benefits and reward plan Perform competitive analysis of benefit and rewards Identify compensation requirements based on financial, benefits, and HR policies Administer compensation and rewards to employees Review compensation plan Reward and motivate employees Deliver programs to support work/life balance for employees

      6.5.2. Manage and administer benefits Deliver employee benefits program Administer benefit enrollment Process claims Perform benefit reconciliation

      6.5.3. Manage employee assistance and retention

      6.5.4. Administer Payroll

    6.6. Re-deploy and retire employees

      6.6.1. Manage promotion and demotion process

      6.6.2. Manage separation

      6.6.3. Manage retirement

      6.6.4. Manage leave of absence

      6.6.5. Develop and implement employee outplacement

      6.6.6. Manage deployment of personnel

      6.6.7. Relocate employees and manage assignments

      6.6.8. Manage employment reduction and retirement

      6.6.9. Manage expatriates

      6.6.10. Manage employee relocation process

    6.7. Manage employee information and analytics

      6.7.1. Manage reporting processes

      6.7.2. Manage employee inquiry process

      6.7.3. Manage and maintain employee data

      6.7.4. Manage human resource information systems (HRIS)

      6.7.5. Develop and manage employee metrics

      6.7.6. Develop and manage time and attendance systems

      6.7.7. Review retention and motivation indicators

      6.7.8. Manage/Collect employee suggestions and perform employee research

    6.8. Manage employee communication

      6.8.1. Develop employee communication plan

      6.8.2. Publish Deliver employee communications

7. Manage Information Technology

    7.1. Manage the business of information technology

      7.1.1. Develop the enterprise IT strategy Develop IT strategy based on business strategy and initiatives Build strategic intelligence Identify long-term IT needs of the enterprise in collaboration with stakeholders Define strategic standards, guidelines and principles Define and establish IT architecture and development standards Define strategic vendors for IT components Establish IT governance organization and processes Build strategic plan to support business objectives

      7.1.2. Define the enterprise architecture Establish the enterprise architecture definition

 Define Application Architecture

 Define Data Architecture

 Define Network Architecture

 Organization Define organizational architecture Confirm enterprise architecture maintenance approach Maintain the relevance of the enterprise architecture Act as clearinghouse for IT research and innovation Govern the enterprise architecture

      7.1.3. Manage the IT portfolio Establish the IT portfolio Analyze and evaluate the value of the IT portfolio for the enterprise Manage IT portfolio funding based on business case checkpoints for projects Provision resources in accordance with strategic priorities Perform IT budgeting and establish IT operational plan

      7.1.4. Perform IT research and innovation Research technologies to innovate IT services and solutions Transition viable technologies for IT services and solutions development

      7.1.5. Evaluate and communicate IT business value and performance Establish and monitor key performance indicators Evaluate IT plan performance Adjust IT plan based on achievement of KPIs Communicate IT value

    7.2. Develop and manage IT customer relationships

      7.2.1. Develop IT services and solutions strategy Research IT services and solutions to address business and user requirements Translate business and user requirements into IT services and solutions requirements Formulate IT services and solutions strategic initiatives Coordinate strategies with internal stakeholders to ensure alignment Evaluate and select IT services and solutions strategic initiatives

 Identify business process monitors with KPIs

      7.2.2. Develop and manage IT service levels Create and maintain the IT services and solutions catalog Establish and maintain business and IT service level agreements Evaluate and report service level attainment results Communicate business and IT service level improvement opportunities

      7.2.3. Perform demand side management (DSM) for IT services Analyze IT services and solutions consumption and usage Develop and implement incentive programs that improve consumption efficiency Develop volume/unit forecast for IT services and solutions

      7.2.4. Manage IT customer satisfaction Capture and analyze customer satisfaction Assess and communicate customer satisfaction patterns Initiate improvements based on customer satisfaction patterns

      7.2.5. Market IT services and solutions Develop IT services and solutions marketing strategy Develop and manage IT customer strategy Manage IT services and solutions advertising and promotional campaigns Process and track IT services and solutions orders

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

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

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

    7.4. Manage enterprise information

      7.4.1. Develop information and content management strategies Understand information and content management needs and the role of IT services for executing the business strategy Assess the information and content management implications of new technologies Identify and prioritize information and content management actions

      7.4.2. Define the enterprise information architecture Define information elements, composite structure, logical relationships and constraints, taxonomy, and derivation rules Define information access requirements Establish data custodianship Manage changes to content data architecture requirements

      7.4.3. Manage information resources Define the enterprise information/data policies and standards Develop and implement data and content administration

      7.4.4. Perform enterprise data and content management Define sources and destinations of content data Manage technical interfaces to users of content Manage retention, revision, and retirement of enterprise information

    7.5. Develop and maintain information technology solutions

      7.5.1. Develop the IT development strategy Establish sourcing strategy for IT development Define development processes, methodologies, and tools standards Select development methodologies and tools

      7.5.2. Perform IT services and solutions life cycle planning Plan development of new requirements Plan development of feature and functionality enhancement Develop life cycle plan for IT services and solutions

      7.5.3. Develop and maintain IT services and solutions architecture Create IT services and solutions architecture Revise IT services and solutions architecture Retire IT services and solutions architecture

      7.5.4. Create IT services and solutions Understand confirmed requirements Design IT services and solutions Acquire/Develop IT service/solution components Train services and solutions resources Test IT services/solutions Confirm customer acceptance

      7.5.5. Maintain IT services and solutions Understand upkeep/enhance requirements and defect analysis Design change to existing IT service/solution Acquire/Develop changed IT service/solution component Test IT service/solution change Retire solutions and services

    7.6. Deploy information technology solutions

      7.6.1. Develop the IT deployment strategy Establish IT services and solutions change policies Define deployment process, procedures, and tools standards Select deployment methodologies and tools

      7.6.2. Plan and implement changes Plan change deployment Communicate changes to stakeholders Administer change schedule Train impacted users Distribute and install change Verify change

      7.6.3. Plan and manage releases Understand and coordinate release design and acceptance Plan release rollout Distribute and install release Verify release

    7.7. Deliver and support information technology services

      7.7.1. Develop IT services and solution delivery strategy Establish sourcing strategy for IT delivery Define delivery processes, procedures, and tools standards Select delivery methodologies and tools

      7.7.2. Develop IT support strategy Establish sourcing strategy for IT support Define IT support services

      7.7.3. Manage IT infrastructure resources Manage IT inventory and assets Manage IT resource capacity

      7.7.4. Manage IT infrastructure operations Deliver IT services and solutions Perform IT operations support services

      7.7.5. Support IT services and solutions Manage availability Manage facilities Manage backup/recovery Manage performance and capacity Manage incidents Manage problems Manage inquiries

8. Manage Financial Resources

    8.1. Perform planning and management accounting

      8.1.1. Perform planning/budgeting/forecasting Develop and maintain budget policies and procedures Prepare periodic budgets and plans Prepare periodic financial forecasts

      8.1.2. Perform cost accounting and control Perform inventory accounting Perform cost of sales analysis Perform product costing Perform variance analysis Report on profitability

      8.1.3. Perform cost management Determine key cost drivers Measure cost drivers Determine critical activities Manage asset resource deployment and utilization

      8.1.4. Evaluate and manage financial performance Assess customer and product profitability Perform life cycle costing Optimize customer and product mix Prepare and report on activity-based performance measures

    8.2. Perform revenue accounting

      8.2.1. Process customer credit Establish credit policies Analyze/Approve new account applications Review existing accounts Produce credit/collection reports Reinstate or suspend accounts based on credit policies

      8.2.2. Invoice customer Maintain customer/product master files Generate customer billing data Transmit billing data to customers Post receivable entries Resolve customer billing inquiries

      8.2.3. Process accounts receivable (AR) Establish AR policies Receive/Deposit customer payments Apply cash remittances Prepare AR reports Post AR activity to the general ledger

      8.2.4. Manage and process collections Establish policies for delinquent accounts Analyze delinquent account balances Correspond/Negotiate with delinquent accounts Discuss account resolution with internal parties Process adjustments/write-off balances

      8.2.5. Manage and process adjustments/deductions Establish policies/procedures for adjustments Analyze adjustments Correspond/Negotiate with customer Discuss resolution with internal parties Prepare chargeback invoices Process related entries

    8.3. Perform general accounting and reporting

      8.3.1. Manage policies and procedures Establish accounting policies Determine governance guidelines - set and enforce approval limits Establish common financial systems

      8.3.2. Perform general accounting Maintain chart of accounts Process journal entries Process allocations Process period end adjustments (e.g., accruals, currency conversions, etc.) Post and reconcile intercompany transactions Reconcile GL accounts Perform consolidations and process eliminations Prepare trial balance Prepare and post management adjustments

      8.3.3. Perform fixed asset accounting Establish fixed asset policies and procedures Establish (tax and book) depreciation policies Maintain fixed asset master data files Process and record fixed asset additions and retires Process and record fixed asset adjustments, enhancements, revaluations, and transfers Process and record fixed asset maintenance and repair expenses Calculate and record depreciation expense Reconcile fixed asset ledger Track fixed assets including physical inventory Provide fixed asset data to support tax, statutory, and regulatory reporting

      8.3.4. Perform financial reporting Prepare business unit financial statements Prepare consolidated financial statements Perform business unit reporting/review management reports Perform consolidated reporting/review of cost management reports Prepare statements for board review Produce quarterly/annual filings and shareholder reports Produce regulatory reports

    8.4. Manage fixed asset project accounting

      8.4.1. Perform capital planning and project approval Develop capital investment policies and procedures Develop and approve capital expenditure plans and budgets Review and approve capital projects and fixed asset acquisitions Conduct financial justification for project approval

      8.4.2. Perform capital project accounting Create project account codes Record project-related transactions Monitor and track capital projects and budget spending Expense/Close/Capitalize projects Measure financial returns on completed capital projects

    8.5. Process payroll

      8.5.1. Report time Establish policies and procedures Collect and record employee time worked Analyze and report paid and unpaid leave Monitor regular, overtime, and other hours Analyze and report employee utilization

      8.5.2. Manage pay Enter employee time worked into payroll system Maintain and administer employee earnings information Maintain and administer applicable deductions Monitor changes in tax status of employees Process and distribute payments Process and distribute manual checks Process period end adjustments Respond to employee payroll inquiries

      8.5.3. Process payroll taxes Calculate and pay applicable payroll taxes Produce and distribute employee annual tax statements File regulatory payroll tax forms

    8.6. Process accounts payable and expense reimbursements

      8.6.1. Process accounts payable (AP) Verify AP pay file with purchase order vendor master file Maintain/manage electronic commerce Audit invoices and key data in AP system Approve payments Process financial accruals and reversals Process taxes Research/resolve exceptions Process payments Respond to AP inquiries Retain records Adjust accounting records

      8.6.2. Process expense reimbursements Establish and communicate expense reimbursement policies and approval limits Capture and report relevant tax data Approve reimbursements and advances Process reimbursements and advances Manage personal accounts

    8.7. Manage treasury operations

      8.7.1. Manage treasury policies and procedures Establish scope and governance of treasury operations Establish and publish treasury policies Develop treasury procedures Monitor treasury procedures Audit treasury procedures Revise treasury procedures Develop and confirm internal controls for treasury Define system security requirements

      8.7.2. Create internal funding program Understand the organization's growth objectives Review organization's capital needs/budgets Determine sources and uses of capital Create alternative financing programs Evaluate alternative financing programs Finalize financing program Adjust financing program

      8.7.3. Manage cash Manage and reconcile cash positions Manage cash equivalents Process and oversee electronic fund transfers (EFTs) Develop cash flow forecasts Manage cash flows Produce cash management accounting transactions and reports Manage and oversee banking relationships Analyze, negotiate, resolve, and confirm bank fees

      8.7.4. Manage in-house bank accounts Manage in-house bank accounts for subsidiaries Manage and facilitate inter-company borrowing transactions Manage centralized outgoing payments on behalf of subsidiaries Manage central incoming payments on behalf of subsidiaries Manage internal payments and netting transactions Calculate interest and fees for in-house bank accounts Provide account statements for in-house bank accounts

      8.7.5. Manage debt and investment Manage financial intermediary relationships Manage liquidity Manage issuer exposure Process and oversee debt and investment transactions Process and oversee foreign currency transactions Produce debt and investment accounting transaction reports Process and oversee interest rate transactions

      8.7.6. Monitor and execute risk and hedging transactions Manage interest rate risk Manage foreign exchange risk Manage exposure risk Develop and execute hedging transactions Evaluate and refine hedging positions Produce hedge accounting transactions and reports Monitor credit risk Develop and perform risk management initiatives

    8.8. Manage internal controls

      8.8.1. Establish internal controls, policies and procedures Establish board of directors and audit committee Define and communicate code of ethics Assign roles and responsibility for internal controls Define business process objectives and risks Define entity/unit risk tolerances

      8.8.2. Operate controls and monitor compliance with internal controls policies and procedures Design and implement control activities Monitor control effectiveness Remediate control deficiencies Create compliance function Operate compliance function

      8.8.3. Manage and monitor compliance function Develop audit and compliance plan Manage activities of audit and compliance function program Manage organizational model and reporting relationships for compliance function Manage key capabilities of compliance function

      8.8.4. Report on internal controls compliance Report to external auditors Report to regulators, share/debt-holders, securities exchanges, etc. Report to third parties (e.g., business partners) Report to internal management Report on internal controls compliance

    8.9. Manage taxes

      8.9.1. Develop tax strategy and plan Develop foreign, national, state and local tax strategy Consolidate and optimize total tax plan Maintain tax master data

      8.9.2. Process taxes Perform tax planning/strategy Prepare returns Prepare foreign taxes Calculate deferred taxes Account for taxes Monitor tax compliance Address tax inquiries

    8.10. Manage international funds/consolidation

      8.10.1. Monitor international rates

      8.10.2. Manage transactions

      8.10.3. Monitor currency exposure/hedge currency

      8.10.4. Report results

    8.11. Perform global trade services

      8.11.1. Screen sanctioned party list

      8.11.2. Control exports and imports

      8.11.3. Classify products

      8.11.4. Calculate duty

      8.11.5. Communicate with customs

      8.11.6. Document trade

      8.11.7. Process trade preferences

      8.11.8. Handle restitution

      8.11.9. Prepare letter of credit

9. Acquire, Construct and Manage Assets

    9.1. Design and construct/acquire non-productive assets

      9.1.1. Develop property strategy and long term vision Confirm alignment of property requirements with business strategy Assess the external environment Determine build or buy decision

      9.1.2. Develop, construct, and modify sites

      9.1.3. Plan facility Design facility Analyze budget Select property Negotiate terms for facility Manage construction or modification to building

      9.1.4. Provide workspace and assets Acquire workspace and assets Change fit/form/function of workspace and assets

    9.2. Plan maintenance work

      9.2.1. Perform routine maintenance

      9.2.2. Perform corrective maintenance

      9.2.3. Overhaul equipment

      9.2.4. Manage facilities operations Relocate people Relocate material and tools

    9.3. Obtain and install assets, equipment, and tools

      9.3.1. Develop ongoing maintenance policies for productive assets Analyze assets and predict maintenance requirements Develop approach to integrate preventive maintenance into production schedule

      9.3.2. Obtain and install equipment Design engineering solution for the manufacturing process Install and commission equipment

    9.4. Dispose of productive and non-productive assets

      9.4.1. Develop exit strategy

      9.4.2. Perform sale or trade

      9.4.3. Perform abandonment

10. Manage Enterprise Risk, Compliance, Remediation and Resiliency

    10.1. Manage enterprise risk

      10.1.1. Establish the enterprise risk framework and policies Determine risk tolerance for organization Develop and maintain enterprise risk policies and procedures Identify and implement enterprise risk management tools Coordinate the sharing of risk knowledge across the organization Prepare and report enterprise risk to executive management and board

      10.1.2. Oversee and coordinate enterprise risk management activities Identify enterprise level risks Assess risks to determine which to mitigate Develop risk mitigation and management strategy, and integrate with existing performance management processes Verify business unit and functional risk mitigation plans are implemented Ensure risks and risk mitigation actions are monitored Report on risk activities

      10.1.3. Coordinate business unit and functional risk management activities Ensure that each business unit/function follows the enterprise risk management process Ensure that each business unit/function follows the enterprise risk reporting process

      10.1.4. Manage business unit and function risk Identify risks Assess risks using enterprise risk framework policies and procedures Develop mitigation plans for risks Implement mitigation plans for risks Monitor risks Analyze risk activities and update plans Report on risk activities

    10.2. Manage compliance

      10.2.1. Establish compliance framework and policies Develop enterprise compliance policies and procedures Implement enterprise compliance activities Manage internal audits Maintain controls-related technologies and tools

      10.2.2. Manage regulatory compliance Develop regulatory compliance procedures Identify applicable regulatory requirements Monitor the regulatory environment for changing or emerging regulations Assess current compliance position, and identify weaknesses or shortfalls therein Implement missing or stronger regulatory compliance controls and policies Monitor and test, on an ongoing and scheduled basis, regulatory compliance position and existing controls, defining controls that should be added, removed, or modified as required Maintain relationships with regulators as appropriate

    10.3. Manage remediation efforts

      10.3.1. Create remediation plans

      10.3.2. Contact and confer with experts

      10.3.3. Identify/Dedicate resources

      10.3.4. Investigate legal aspects

      10.3.5. Investigate damage cause

      10.3.6. Amend or create policy

    10.4. Manage business resiliency

      10.4.1. Develop the business resilience strategy

      10.4.2. Perform continuous business operations planning

      10.4.3. Test continuous business operations

      10.4.4. Maintain continuous business operations

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

11. Manage External Relationships

    11.1. Build investor relationships

      11.1.1. Plan, build, and manage lender relations

      11.1.2. Plan, build, and manage analyst relations

      11.1.3. Communicate with shareholders

      11.1.4. Plan, build, and manage stakeholder relations Develop and manage analyst/financial community relations Develop and manage shareholder/investor relations

    11.2. Manage government and industry relationships

      11.2.1. Manage government relations Assess relationships Appoint responsible executives Monitor relationships Receive input from internal advisors Receive input from external advisors Liaise with authorities

      11.2.2. Manage relations with quasi-government bodies Establish relationships with agencies Respond to audit inquiries Maintain documentation of contacts Plan and manage meetings

      11.2.3. Manage relations with trade or industry groups Evaluate the requirements for strategic relationships Monitor the success of the partnerships Extend or change the relationships

      11.2.4. Manage lobby activities

    11.3. Manage relations with board of directors

      11.3.1. Report results

      11.3.2. Report audit findings

      11.3.3. Nominate and elect board of directors

      11.3.4. Report material transactions, securities and exchange commission (SEC) reporting, etc. to BOD

    11.4. Manage legal and ethical issues

      11.4.1. Manage ethics policies and procedures

      11.4.2. Create ethics policies Incorporate ethics training into HR Refine/Update ethics polices/procedures

      11.4.3. Manage corporate governance policies

      11.4.4. Develop and perform preventative law programs

      11.4.5. Ensure compliance Plan and initiate compliance program Execute compliance program

      11.4.6. Develop legal policies and procedures Develop and follow legal policies and procedures Ensure compliance with legal policies and procedures

      11.4.7. Manage outside counsel Assess problem and determine work requirements Engage/retain outside counsel if necessary Receive strategy/budget Receive work product and manage/ monitor case and work performed Process payment for legal services Track legal activity/performance

      11.4.8. Protect intellectual property Search/File for intellectual property protection Manage copyrights and patents Maintain intellectual property rights and restrictions Administer licensing terms Administer options

      11.4.9. Resolve disputes and litigations

      11.4.10. Provide legal advice/counseling

      11.4.11. Negotiate and document agreements/contracts

    11.5. Manage public relations program

      11.5.1. Manage community relations

      11.5.2. Manage media relations

      11.5.3. Promote political stability

      11.5.4. Create press releases

      11.5.5. Issue press releases

12. Develop and Manage Business Capabilities

    12.1. Manage business processes

      12.1.1. Establish and maintain process management governance Define and manage governance approach Establish and maintain process tools and templates Assign and support process ownership Perform process governance activities

      12.1.2. Define and manage process frameworks Establish and maintain process framework Identify cross-functional processes

      12.1.3. Define processes Scope processes Analyze processes Map processes Publish processes

      12.1.4. Manage process performance Provide process training Support process execution Measure and report process performance

      12.1.5. Improve processes Identify and select improvement opportunities Manage improvement projects Perform continuous improvement activities

    12.2. Manage portfolio, program, and project

      12.2.1. Manage portfolio Establish portfolio strategy Define portfolio governance Monitor and control portfolio

      12.2.2. Manage programs Establish program structure and approach Manage program stakeholders and partners Manage program execution Review and report program performance

      12.2.3. Manage projects Establish project scope Identify project requirements and objectives Identify project resource requirements Assess culture and readiness for project management approach Identify appropriate project management methodologies Create business case and obtain funding Develop project measures and indicators Develop project plans Define roles and resources Identify specific IT requirements Create training and communication plans Design recognition and reward approaches Design and plan launch of project Deploy the project Execute projects Evaluate impact of project management (strategy and projects) on measures and outcomes Report the status of project Manage project scope Promote and sustain activity and involvement Realign and refresh project management strategy and approaches Review and report project performance Close projects

    12.3. Manage enterprise quality

      12.3.1. Establish quality requirements Define critical-to-quality characteristics Define preventive quality activities Develop quality controls

 Define process steps for controls (or integration points)

 Define sampling plan

 Identify measurement methods

 Define required competencies Prove capability to assess compliance with requirements Finalize quality plan

      12.3.2. Evaluate performance to requirements Test against quality plan

 Conduct test and collect data

 Record result(s)

 Determine disposition of result(s) Assess results of tests

 Assess sample significance

 Summarize result(s)

 Recommend actions

 Decide next steps

      12.3.3. Manage non-conformance Assess potential impact Determine immediate action(s) Identify root cause(s) Take corrective or preventative action Close non-conformance

      12.3.4. Implement and maintain the enterprise quality management system (EQMS) Develop regulatory compliance procedures Plan and deploy the elms scope, targets, and goals Identify core elms processes, controls, and metrics Develop and document elms policies, procedures, standards, and measures Assess the elms performance Create environment and capability for elms improvement(s)

 Reward quality excellence

 Create and maintain quality partnerships

 Maintain talent capabilities and competencies

 Incorporate elms messaging into communication channels

 Assure independent elms management access to appropriate authority in the organization

 Transfer proven elms methods

    12.4. Manage change

      12.4.1. Plan for change Select process improvement methodology Develop organizational and/or process improvement methodology approach Assess readiness for change Determine stakeholders Engage/Identify champion Form design team Define scope Understand current state Define future state Conduct organizational risk analysis Assess cultural issues Establish accountability for change management Identify barriers to change Determine change enablers Identify resources and develop measures Prepare performance improvement plan

      12.4.2. Design the change Assess connection to other initiatives Develop change management plans Develop training plan Develop communication plan Develop rewards/incentives plan Establish change adoption metrics Establish/Clarify new roles Identify budget/roles

      12.4.3. Implement change Create commitment for improvement/change Re-engineer business processes and systems Support transition to new roles or exit strategies for incumbents Monitor change

      12.4.4. Sustain improvement Monitor improved process performance Capture and reuse lessons learned from change process Take corrective action as necessary

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

      12.5.1. Develop KM strategy Develop governance model Establish central KM core group Define roles and accountability of core group versus operating units Develop funding models Identify links to key initiatives Develop core KM methodologies Assess IT needs and engage IT function Design process for knowledge sharing, capture, and use Develop training and communication plans Develop change management approaches Develop strategic measures and indicators

      12.5.2. Assess KM capabilities Assess maturity of existing KM initiatives Evaluate existing KM approaches Identify gaps and needs Enhance/Modify existing KM approaches Develop new KM approaches Implement new KM approaches

    12.6. Measure and benchmark

      12.6.1. Create and manage organizational performance strategy Create organization design

 Design organization structure and publish organization charts

 Optimize reporting structures

 Establish cross-functional linkages Develop supporting organizational processes

 Develop and incorporate supporting organizational processes Create enterprise measurement systems model

 Establish performance measures

 Establish performance monitoring frequency

 Set performance targets Measure process productivity Measure cost effectiveness Measure staff efficiency Measure cycle time

      12.6.2. Benchmark performance Conduct performance assessments Develop benchmarking capabilities Conduct internal process and external competitive benchmarking

 Maintain list of processes and organizations to benchmark

 Establish benchmarks

 Measure performance against benchmarks

   Benchmark IT spend against industry standards Conduct gap analysis to understand need for change and degree needed Develop initiatives/projects to refine/update organization and process design to bridge gaps Establish need for change

    12.7. Manage environmental health and safety (EHS)

      12.7.1. Determine environmental health and safety impacts Evaluate environmental impact of products, services, and operations Conduct health and safety and environmental audits

      12.7.2. Develop and execute functional EHS program Identify regulatory and stakeholder requirements Assess future risks and opportunities Create EHS policy Record and manage edhs events

      12.7.3. Train and educate functional employees Communicate EHS issues to stakeholders and provide support

      12.7.4. Monitor and manage functional EHS management program Manage EHS costs and benefits Measure and report EHS performance Implement emergency response program Implement pollution prevention program Provide employees with EHS support


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