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Процессная модель APQC Electric Utilities (Электроэнергетика)

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Процессная модель APQC Electric Utilities

Рисунок 1. Процессы верхнего уровня модели APQC Electric Utilities

Перечень процессов модели APQC Electric Utilities 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. Analyze and evaluate competition

        1.1.1.2. Identify economic trends

        1.1.1.3. Identify political and regulatory issues

        1.1.1.4. Assess new technology innovations

        1.1.1.5. Analyze demographics

        1.1.1.6. Identify social and cultural changes

        1.1.1.7. Identify ecological concerns

      1.1.2. Survey market and determine customer needs and wants

        1.1.2.1. Conduct qualitative/quantitative assessments

        1.1.2.2. Capture and assess customer needs

      1.1.3. Perform internal analysis

        1.1.3.1. Analyze organizational characteristics

        1.1.3.2. Create baselines for current processes

        1.1.3.3. Analyze systems and technology

        1.1.3.4. Analyze financial positions

        1.1.3.5. Identify enterprise core competencies

      1.1.4. Establish strategic vision

        1.1.4.1. Align stakeholders around strategic vision

        1.1.4.2. 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. Evaluate and select strategic options to achieve the objectives

        1.2.2.1. Define strategic options

        1.2.2.2. Assess and analyze impact of each option

        1.2.2.3. Develop sustainability strategy

        1.2.2.4. Develop global support and shared services strategy

        1.2.2.5. Develop Lean/continuous improvement strategy

      1.2.3. Select long-term business strategy

      1.2.4. Coordinate and align functional and process strategies

      1.2.5. Create organizational design (structure, governance, reporting, etc.)

        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

      1.2.7. Formulate business unit strategies

    1.3. Develop regulatory strategy

      1.3.1. Confirm business strategy

        1.3.1.1. Gather information about the business strategy

        1.3.1.2. Review business strategy documentation

      1.3.2. Perform current state assessment and gap analysis

        1.3.2.1. Formulate regulatory objectives and goals

        1.3.2.2. Review current regulatory strategy

        1.3.2.3. Identify and review gaps in strategic alignment

      1.3.3. Identify long term regulatory requirements and options

        1.3.3.1. Monitor regulatory trends

        1.3.3.2. Identify and review gaps in regulatory strategy against trends

        1.3.3.3. Identify strategic regulatory approach alternatives

      1.3.4. Formulate regulatory strategy

      1.3.5. Develop regulatory submissions and reports

      1.3.6. Initiate and monitor regulatory compliance projects

    1.4. Execute and measure strategic initiatives

      1.4.1. Develop strategic initiatives

      1.4.2. Evaluate strategic initiatives

      1.4.3. Select strategic initiatives

      1.4.4. Network for new business

      1.4.5. Obtain new business financing

      1.4.6. Structure contracts /milestones /accounting/tax

      1.4.7. Develop joint ventures

      1.4.8. Execute new business strategies

      1.4.9. Establish high-level measures

2. Develop and Manage Products and Services

    2.1. Manage product and service portfolio

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

      2.1.2. Define product/service development requirements

        2.1.2.1. Identify potential improvements to existing products and services

        2.1.2.2. Identify potential new products and services

      2.1.3. Perform discovery research

        2.1.3.1. Identify new technologies

        2.1.3.2. Develop new technologies

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

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

        2.1.4.1. Plan and develop cost and quality targets

        2.1.4.2. Prioritize and select new product/service concepts

        2.1.4.3. Specify development timing targets

        2.1.4.4. Plan for product/service offering modifications

      2.1.5. Manage product and service life cycle

        2.1.5.1. Introduce new products/services

        2.1.5.2. Retire outdated products/services

        2.1.5.3. Identify and refine performance indicators

      2.1.6. Manage product and service master data

    2.2. Develop products and services

      2.2.1. Design, build, and evaluate products and services

        2.2.1.1. Assign resources to product/service project

        2.2.1.2. Prepare high-level business case and technical assessment

        2.2.1.3. Develop product/service design specifications

        2.2.1.4. Document design specifications

        2.2.1.5. Conduct mandatory and elective external reviews (legal, regulatory, standards, internal)

        2.2.1.6. Build prototypes

        2.2.1.7. Eliminate quality and reliability problems

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

        2.2.1.9. Identify design/development performance indicators

        2.2.1.10. Collaborate design with suppliers and contract manufacturers

      2.2.2. Test market for new or revised products and services

        2.2.2.1. Prepare detailed market study

        2.2.2.2. Conduct customer tests and interviews

        2.2.2.3. Finalize product/service characteristics and business cases

        2.2.2.4. Finalize technical requirements

        2.2.2.5. Identify requirements for changes to manufacturing/delivery processes

      2.2.3. Prepare for production

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

        2.2.3.2. Design and obtain necessary materials and equipment

        2.2.3.3. Install and validate production process or methodology

        2.2.3.4. Monitor production runs

        2.2.3.5. Request engineering change

        2.2.3.6. Manage engineering change orders

    2.3. Develop tariffs and service charges for regulated products and services

      2.3.1. Develop business case for rate change

      2.3.2. Determine tariff structure

        2.3.2.1. Determine consumption tariffs

        2.3.2.2. Determine time-of-use tariffs

        2.3.2.3. Determine demand tariffs

        2.3.2.4. Determine use-of-system tariffs

      2.3.3. Calculate rates

      2.3.4. Complete rate case filing package

      2.3.5. File rate case

      2.3.6. Negotiate tariff and regulated service cost recoveries

      2.3.7. Adjust tariffs, rates and service charges

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

          3.1.1.1.1. Understand consumer needs and predict customer purchasing behavior

        3.1.1.2. Identify market segments

          3.1.1.2.1. Determine market share gain/loss

        3.1.1.3. Analyze market and industry trends

        3.1.1.4. Analyze competing organizations, competitive/substitute products

        3.1.1.5. Evaluate existing products/brands

        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

        3.1.2.3. Prioritize opportunities consistent with capabilities and overall business strategy

        3.1.2.4. Validate opportunities

          3.1.2.4.1. Test with customers/consumers

          3.1.2.4.2. Confirm internal capabilities

    3.2. Develop marketing strategy

      3.2.1. Define offering and customer's 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 propositionwith target segments

        3.2.1.4. Develop new branding

      3.2.2. Define pricing strategy to align to value proposition

        3.2.2.1. Establish guidelines for applying pricing of products/services

        3.2.2.2. Approve pricing strategies/policies

      3.2.3. Define and manage channel strategy

        3.2.3.1. Evaluate channel attributes and partners

        3.2.3.2. Determine channel fit with target segments

        3.2.3.3. Select channels for target segments

    3.3. Develop sales strategy

      3.3.1. Develop sales forecast

        3.3.1.1. Gather current and historic order information

        3.3.1.2. Analyze sales trends and patterns

        3.3.1.3. Generate sales forecast

        3.3.1.4. Analyze historical and planned promotions and events

      3.3.2. Develop sales partner/alliance relationships

        3.3.2.1. Identify alliance opportunities

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

        3.3.2.3. Select alliances

        3.3.2.4. Develop partner and alliance management strategies

        3.3.2.5. Establish partner and alliance management goals

      3.3.3. Establish customer management goals, and strategies

        3.3.3.1. Develop customer business plan

        3.3.3.2. Develop customer trade strategy and customer objectives/targets

        3.3.3.3. Define trade programs and funding options

        3.3.3.4. Conduct planning activities for major trade customers

        3.3.3.5. Collaborate with trade customers to create sales and promo plan

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

        3.3.3.7. Create strategic and tactical sales plans by customer

        3.3.3.8. Communicate planning information to customerteams

      3.3.4. Establish overall sales budgets

        3.3.4.1. Calculate product revenue

        3.3.4.2. Determine variable costs

        3.3.4.3. Determine overhead and fixed costs

        3.3.4.4. Calculate net profit

        3.3.4.5. Create budget

      3.3.5. Establish sales goals and measures

      3.3.6. Establish customer management measures

    3.4. Develop, execute, and manage marketing plans

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

      3.4.2. Establish marketing budgets

        3.4.2.1. Confirm marketing alignment to business strategy

        3.4.2.2. Determine costs of marketing

        3.4.2.3. Create marketing budget

      3.4.3. Develop and manage marketing campaigns/programs

        3.4.3.1. Define media objectives

        3.4.3.2. Develop marketing messages

        3.4.3.3. Define target audience

        3.4.3.4. Engage media provider

        3.4.3.5. Develop and execute advertising

        3.4.3.6. Develop and execute other marketing campaigns/programs

        3.4.3.7. Assess brand/product marketing plan performance

      3.4.4. Manage competitive pricing

        3.4.4.1. Determine pricing based on volume/unit forecast

        3.4.4.2. Execute pricing plan

        3.4.4.3. Evaluate pricing performance

        3.4.4.4. Implement promotional pricing programs

        3.4.4.5. Implement other retail pricing programs

        3.4.4.6. Communicate and implement price changes

        3.4.4.7. Refine pricing as needed

      3.4.5. Develop and manage promotional activities

        3.4.5.1. Define promotional concepts

        3.4.5.2. Plan and test promotional activities

        3.4.5.3. Execute promotional activities

        3.4.5.4. Evaluate promotional performance metrics

        3.4.5.5. Refine promotional performance metrics

        3.4.5.6. Incorporate learning into future/planned consumer promotions

      3.4.6. Track customer management measures

        3.4.6.1. Determine customer loyalty/lifetime value

        3.4.6.2. Analyze customer revenue trend

        3.4.6.3. Analyze customer attrition and retention rates

        3.4.6.4. Analyze customer metrics

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

    3.5. Develop, execute, and manage sales plans

      3.5.1. Generate leads

        3.5.1.1. Identify potential customers

        3.5.1.2. Identify leads

      3.5.2. Bid and proposal development

        3.5.2.1. Refine customer requirements

        3.5.2.2. Verify match with strategic/tactical plans

        3.5.2.3. Perform competitive analysis

        3.5.2.4. Develop pricing and scheduling estimates

        3.5.2.5. Conduct profitability analysis

        3.5.2.6. Submit bid

        3.5.2.7. Receive notification

      3.5.3. Manage customers and accounts

        3.5.3.1. Develop sales/key account plan

        3.5.3.2. Manage customer relationships

        3.5.3.3. Manage customer master data

      3.5.4. Manage customer sales

        3.5.4.1. Perform sales calls

        3.5.4.2. Perform pre-sales activities

        3.5.4.3. Close the sale

        3.5.4.4. Record outcome of sales process

      3.5.5. Manage sales orders

        3.5.5.1. Accept and validate sales orders

        3.5.5.2. Collect and maintain customer account information

          3.5.5.2.1. Administer key customer/account details

          3.5.5.2.2. Retrieve full customer details

          3.5.5.2.3. Modify involved party details

          3.5.5.2.4. Record address details

          3.5.5.2.5. Record contact details

          3.5.5.2.6. Record key customer communication profile details

          3.5.5.2.7. Review involved party information

          3.5.5.2.8. Terminate involved party information

        3.5.5.3. Determine availability

        3.5.5.4. Determine fulfillment process

        3.5.5.5. Enter orders into system and identify/perform cross-sell/up-sell activity

        3.5.5.6. Process back orders and updates

        3.5.5.7. Handle order inquiries including post-order fulfillment transactions

      3.5.6. Manage sales force

        3.5.6.1. Determine sales resource allocation

        3.5.6.2. Establish sales force incentive plan

      3.5.7. Manage sales partners and alliances

        3.5.7.1. Provide sales and product training to sales partners/alliances

        3.5.7.2. Develop sales forecast by partner/alliance

        3.5.7.3. Agree on partner and alliance commissions

        3.5.7.4. Evaluate partner/alliance results

        3.5.7.5. Manage channel partner master data

    3.6. Trade Energy Commodities

      3.6.1. Develop overall trading strategy and measurement approach

        3.6.1.1. Define objectives

        3.6.1.2. Define evaluation criteria

        3.6.1.3. Assess and analyze long term market dynamics

        3.6.1.4. Develop possible strategies

        3.6.1.5. Test strategies under various scenarios and environmental conditions

        3.6.1.6. Evaluate trade-offs, refine and select strategy

      3.6.2. Evaluate trading opportunities

        3.6.2.1. Gather and analyze market data (supply, demand, inventory, pricing) for relevant products in relevant markets

        3.6.2.2. Discover potential value in opportunities consistent with trading strategy and objectives and within established capital allocation and risk limits

        3.6.2.3. Monitor environment for trading opportunities

      3.6.3. Execute physical energy pool and spot trading

        3.6.3.1. Determine medium term plant availability and demand forecasts

        3.6.3.2. Analyse bid/offer tactics

        3.6.3.3. Prepare and submit basic weekly dispatch offers

        3.6.3.4. Determine short term plant availability and demand forecasts

        3.6.3.5. Analyse rebid tactics

        3.6.3.6. Prepare and submit short term market rebids

        3.6.3.7. Report on pool trading activities

        3.6.3.8. Manage physical dispatch

        3.6.3.9. Communicate with market and system operators

        3.6.3.10. Communicate with generation and demand management operators

        3.6.3.11. Conduct pool/exchange balancing

        3.6.3.12. Perform settlement and reconciliation

      3.6.4. Execute bi-lateral and over-the-counter trades

        3.6.4.1. Select and contact counterparties

        3.6.4.2. Establish hedges based on the appropriate derivative instrument and terms

        3.6.4.3. Establish terms and conditions of transaction

        3.6.4.4. Obtain credit clearance or collateralization

        3.6.4.5. Finalize terms and confirm

        3.6.4.6. Communicate deal terms to operations for deal execution and fulfillment

        3.6.4.7. Unwind hedges when the physical position is eliminated

        3.6.4.8. Measure hedge effectiveness

    3.7. Manage energy trading positions

      3.7.1. Manage volumetric position

        3.7.1.1. Monitor current and forward physical positions

        3.7.1.2. Determine value at risk

        3.7.1.3. Compare position with risk limits/trading book parameters

        3.7.1.4. Apply trading limits and rules

        3.7.1.5. Monitor strategic supply agreements

        3.7.1.6. Manage exchange reconciliations

      3.7.2. Monitor against trading and physical energy supply /purchase plans

        3.7.2.1. Manage strategy and trader performance

        3.7.2.2. Revise supply/purchase plans

      3.7.3. Calculate Daily (Trading) Profit & Loss (Mark-to-Market)

        3.7.3.1. Obtain market and internal pricing data

        3.7.3.2. Calculate change in market value of positions

        3.7.3.3. Determine other margins and costs

        3.7.3.4. Calculate daily trading profit and loss

        3.7.3.5. Create and communicate pricing exposure report

      3.7.4. Manage Carbon (Certificate) Position and P&L

        3.7.4.1. Calculate from all emissions control on units and monitoring of carbon emissions

        3.7.4.2. Determine current carbon certificate position/obligations by vintage

        3.7.4.3. Determine carbon trading marker

        3.7.4.4. Obtain market and internal pricing data

        3.7.4.5. Determine cost and value of certificate creation

        3.7.4.6. Determine recovery from customers

        3.7.4.7. Calculate change in market value of positions

        3.7.4.8. Determine other margins and costs

        3.7.4.9. Calculate P&L on certificate trading

4. Manage Procurement and Logistics

    4.1. Plan for and align supply chain resources

      4.1.1. Develop materials strategies

        4.1.1.1. Define 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 logisticsand supply constraints

      4.1.2. Forecastdemand for materials and services

        4.1.2.1. Develop baseline forecasts

        4.1.2.2. Collaborate with customers

        4.1.2.3. Develop consensus forecast

        4.1.2.4. Determine available to promise

        4.1.2.5. Monitor activity against forecast and revise forecast

        4.1.2.6. Evaluate and revise forecasting approach

        4.1.2.7. Measure forecast accuracy

      4.1.3. Create materials plan

        4.1.3.1. Create unconstrained plan

        4.1.3.2. Collaborate with supplier and contract manufacturers

        4.1.3.3. Identify critical materials and supplier capacity

        4.1.3.4. Monitor material specifications

        4.1.3.5. Generate constrained plan

      4.1.4. Plan material distribution requirements

        4.1.4.1. Maintain master data

        4.1.4.2. Determineinventory requirements at destination

        4.1.4.3. Calculate requirements at destination

        4.1.4.4. Calculate consolidation at source

        4.1.4.5. Manage collaborative replenishment planning

        4.1.4.6. Manage requirements for partners

        4.1.4.7. Calculate destination dispatch plan

        4.1.4.8. Manage dispatch plan attainment

        4.1.4.9. Calculate destination load plans

        4.1.4.10. Manage partner load plan

        4.1.4.11. Manage the cost of supply

        4.1.4.12. Manage capacity utilization

      4.1.5. Establish material distribution planning constraints

        4.1.5.1. Establish distribution center layout constraints

        4.1.5.2. Establish inventory management constraints

        4.1.5.3. Establish transportation management constraints

      4.1.6. Review material distribution planning policies

        4.1.6.1. Review material distribution network

        4.1.6.2. Establish sourcing relationships

        4.1.6.3. Establish dynamic deployment policies

      4.1.7. Assess material distribution planning performance

        4.1.7.1. Establish appropriate performance indicators (metrics)

        4.1.7.2. Establish monitoring frequency

        4.1.7.3. Calculate performance measures

        4.1.7.4. Identify performance trends

        4.1.7.5. Analyze performance benchmark gaps

        4.1.7.6. Prepare appropriate reports

        4.1.7.7. Develop performance improvement plan

      4.1.8. Develop quality standards and procedures

        4.1.8.1. Establish quality targets

        4.1.8.2. Develop standard testing procedures

        4.1.8.3. 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 company’s 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

      4.2.4. 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

      4.2.5. Perform inbound quality testing

        4.2.5.1. Calibrate test equipment

        4.2.5.2. Perform testing using the standard testing procedure

        4.2.5.3. Record test results

        4.2.5.4. Track and analyze non-conformance trends

        4.2.5.5. Perform root cause analysis

    4.3. Manage logistics and warehousing

      4.3.1. Define logistics strategy

        4.3.1.1. Translate customer service requirements into logistics requirements

        4.3.1.2. Design logistics network

        4.3.1.3. Communicate outsourcing needs

        4.3.1.4. Develop and maintain delivery service policy

        4.3.1.5. Optimize transportation schedules and costs

        4.3.1.6. Define key performance measures

      4.3.2. Plan and manage inbound material flow

        4.3.2.1. Plan inbound material receipts

        4.3.2.2. Manage inbound material flow

        4.3.2.3. Monitor inbound delivery performance

        4.3.2.4. Manage flow of returned products

      4.3.3. Operate warehousing

        4.3.3.1. Track inventory deployment

        4.3.3.2. Receive, inspect, and store inbound deliveries

        4.3.3.3. Track product availability

        4.3.3.4. Pick, pack, and ship product for delivery

        4.3.3.5. Track inventory accuracy

        4.3.3.6. Track third-party logistics storage and shipping performance

        4.3.3.7. Manage physical finished goods inventory

      4.3.4. Operate outbound transportation

        4.3.4.1. Plan, transport, and deliver outbound product

        4.3.4.2. Track carrier delivery performance

        4.3.4.3. Manage transportation fleet

        4.3.4.4. Process and audit carrier invoices and documents

      4.3.5. Manage returns; manage reverse logistics

        4.3.5.1. Authorize and process returns

        4.3.5.2. Perform reverse logistics

        4.3.5.3. Perform salvage activities

        4.3.5.4. Manage and process warranty claims

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

5. Manage Customer Service

    5.1. Develop customer care/customer service strategy

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

        5.1.1.1. Analyze existing customers

        5.1.1.2. 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

        5.2.1.1. Forecast volume of customer service contacts

        5.2.1.2. Schedule customer service work force

        5.2.1.3. Track work force utilization

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

      5.2.2. Manage customer service requests/inquiries

        5.2.2.1. Receive customer requests/inquiries

        5.2.2.2. Route customer requests/inquiries

        5.2.2.3. Respond to customer requests/inquiries

      5.2.3. Manage customer complaints

        5.2.3.1. Receive customer complaints

        5.2.3.2. Route customer complaints

        5.2.3.3. Resolve customer complaints

        5.2.3.4. Respond to customer complaints

      5.2.4. Manage and analyze customer information

    5.3. Measure and evaluate customer service operations

      5.3.1. Measure customer satisfaction with customer requests/inquiries handling

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

        5.3.1.2. Solicit customer feedback on customer service experience

        5.3.1.3. Analyze product and service customer service satisfaction data and identify improvement opportunities

        5.3.1.4. Provide customer feedback to product management on products and services customer service experience

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

        5.3.2.1. Solicit customer feedback on complaint handling and resolution

        5.3.2.2. Analyze customer complaint data and identify improvement opportunities

      5.3.3. Measure customer satisfaction with products and services

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

        5.3.3.2. Solicit post-sale customer feedback on ad effectiveness

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

        5.3.3.4. 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

        6.1.1.1. Identify strategic HR needs

        6.1.1.2. Define HR and business function roles and accountability

        6.1.1.3. Determine HR costs

        6.1.1.4. Establish HR measures

        6.1.1.5. Communicate HR strategies

        6.1.1.6. Develop strategy for HR systems/technologies/tools

      6.1.2. Develop and implement workforce strategy and policies

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

        6.1.2.2. Plan employee resourcing requirements per unit/organization

        6.1.2.3. Develop compensation plan

        6.1.2.4. Develop succession plan

        6.1.2.5. Develop employee diversity plan

        6.1.2.6. Develop other HR programs

        6.1.2.7. Develop HR policies

        6.1.2.8. Administer HR policies

        6.1.2.9. Plan employee benefits

        6.1.2.10. Develop workforce strategy models

      6.1.3. Monitor and update strategy, plans, and policies

        6.1.3.1. Measure realization of objectives

        6.1.3.2. Measure contribution to business strategy

        6.1.3.3. Communicate plans and provide updates to stakeholders

        6.1.3.4. 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

        6.2.1.1. Align staffing plan to workforce plan and business unit strategies/resource needs

        6.2.1.2. Develop and open job requisition

        6.2.1.3. Develop job descriptions

        6.2.1.4. Post requisitions

        6.2.1.5. Manage internal/external job posting Web sites

        6.2.1.6. Modify requisitions

        6.2.1.7. Notify hiring manager

        6.2.1.8. Manage requisition dates

      6.2.2. Recruit/Source candidates

        6.2.2.1. Determine recruitment methods

        6.2.2.2. Perform recruiting activities/events

        6.2.2.3. Manage recruitment vendors

        6.2.2.4. Manage employee referral programs

        6.2.2.5. Monitor recruitment channels

      6.2.3. Screen and select candidates

        6.2.3.1. Identify and deploy candidate selection tools

        6.2.3.2. Interview candidates

        6.2.3.3. Test candidates

        6.2.3.4. Select and reject candidates

        6.2.3.5. Obtain candidate background information

      6.2.4. Manage pre-placement verification

      6.2.5. Manage new hire/re-hire

        6.2.5.1. Draw up and make offer

        6.2.5.2. Negotiate offer

        6.2.5.3. Hire candidate

      6.2.6. Manage applicant information

        6.2.6.1. Create applicant record

        6.2.6.2. Manage/track applicant data

        6.2.6.3. Archive and retain records of non-hires

    6.3. Develop and counsel employees

      6.3.1. Manage employee orientation and deployment

        6.3.1.1. Create/maintain employee on-boarding program

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

        6.3.1.3. Execute onboarding program

      6.3.2. Manage employee performance

        6.3.2.1. Define performance objectives

        6.3.2.2. Review, appraise, and manage employee performance

        6.3.2.3. Evaluate and review performance program

      6.3.3. Manage employee development

        6.3.3.1. Define employee development guidelines

        6.3.3.2. Develop employee career plans

        6.3.3.3. Manage employee skills development

      6.3.4. Develop and train employees

        6.3.4.1. Align employee and organization development needs

        6.3.4.2. Align learning programs with competencies

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

        6.3.4.4. 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

        6.5.1.1. Develop salary/compensation structure and plan

        6.5.1.2. Develop benefits and reward plan

        6.5.1.3. Perform competitive analysis of benefit and rewards

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

        6.5.1.5. Administer compensation and rewards to employees

        6.5.1.6. Reward and motivate employees

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

      6.5.2. Manage and administer benefits

        6.5.2.1. Deliver employee benefits program

        6.5.2.2. Administer benefit enrollment

        6.5.2.3. Process claims

        6.5.2.4. 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

        7.1.1.1. Build strategic intelligence

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

        7.1.1.3. Define strategic standards, guidelines and principles

        7.1.1.4. Define and establish IT architecture and development standards

        7.1.1.5. Define strategic vendors for IT components

        7.1.1.6. Establish IT governance organization and processes

        7.1.1.7. Build strategic plan to support business objectives

      7.1.2. Define the enterprise architecture

        7.1.2.1. Establish the enterprise architecture definition

        7.1.2.2. Confirm enterprise architecture maintenance approach

        7.1.2.3. Maintain the relevance of the enterprise architecture

        7.1.2.4. Act as clearinghouse for IT research and innovation

        7.1.2.5. Govern the enterprise architecture

      7.1.3. Manage the IT portfolio

        7.1.3.1. Establish the IT portfolio

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

        7.1.3.3. Provision resources in accordance with strategic priorities

      7.1.4. Perform IT research and innovation

        7.1.4.1. Research technologies to innovate IT services and solutions

        7.1.4.2. Transition viable technologies for IT services and solutions development

      7.1.5. Evaluate and communicate IT business value and performance

        7.1.5.1. Establish and monitor key performance indicators

        7.1.5.2. Evaluate IT plan performance

        7.1.5.3. Communicate IT value

    7.2. Develop and manage IT customer relationships

      7.2.1. Develop IT services and solutions strategy

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

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

        7.2.1.3. Formulate IT services and solutions strategic initiatives

        7.2.1.4. Coordinate strategies with internal stakeholders to ensure alignment

        7.2.1.5. Evaluate and select IT services and solutions strategic initiatives

      7.2.2. Develop and manage IT service levels

        7.2.2.1. Create and maintain the IT services and solutions catalog

        7.2.2.2. Establish and maintain business and IT service level agreements

        7.2.2.3. Evaluate and report service level attainment results

        7.2.2.4. Communicate business and IT service level improvement opportunities

      7.2.3. Perform demand side management (DSM) for IT services

        7.2.3.1. Analyze IT services and solutions consumption and usage

        7.2.3.2. Develop and implement incentive programs that improve consumption efficiency

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

      7.2.4. Manage IT customer satisfaction

        7.2.4.1. Capture and analyze customer satisfaction

        7.2.4.2. Assess and communicate customer satisfaction patterns

        7.2.4.3. Initiate improvements based on customer satisfaction patterns

      7.2.5. Market IT services and solutions

        7.2.5.1. Develop IT services and solutions marketing strategy

        7.2.5.2. Develop and manage IT customer strategy

        7.2.5.3. Manage IT services and solutions advertising and promotional campaigns

        7.2.5.4. 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

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

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

        7.4.1.3. Identify and prioritize information and content management actions

      7.4.2. Define the enterprise information architecture

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

        7.4.2.2. Define information access requirements

        7.4.2.3. Establish data custodianship

        7.4.2.4. Manage changes to content data architecture requirements

      7.4.3. Manage information resources

        7.4.3.1. Define the enterprise information/data policies and standards

        7.4.3.2. Develop and implement data and content administration

      7.4.4. Perform enterprise data and content management

        7.4.4.1. Define sources and destinations of content data

        7.4.4.2. Manage technical interfaces to users of content

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

    7.5. Develop and maintain information technology solutions

      7.5.1. Develop the IT development strategy

        7.5.1.1. Establish sourcing strategy for IT development

        7.5.1.2. Define development processes, methodologies, and tools standards

        7.5.1.3. Select development methodologies and tools

      7.5.2. Perform IT services and solutions life cycle planning

        7.5.2.1. Plan development of new requirements

        7.5.2.2. Plan development of feature and functionality enhancement

        7.5.2.3. Develop life cycle plan for IT services and solutions

      7.5.3. Develop and maintain IT services and solutions architecture

        7.5.3.1. Create IT services and solutions architecture

        7.5.3.2. Revise IT services and solutions architecture

        7.5.3.3. Retire IT services and solutions architecture

      7.5.4. Create IT services and solutions

        7.5.4.1. Understand confirmed requirements

        7.5.4.2. Design IT services and solutions

        7.5.4.3. Acquire/Develop IT service/solution components

        7.5.4.4. Train services and solutions resources

        7.5.4.5. Test IT services/solutions

        7.5.4.6. Confirm customer acceptance

      7.5.5. Maintain IT services and solutions

        7.5.5.1. Understand upkeep/enhance requirements and defect analysis

        7.5.5.2. Design change to existing IT service/solution

        7.5.5.3. Acquire/Develop changed IT service/solution component

        7.5.5.4. Test IT service/solution change

        7.5.5.5. Retire solutions and services

    7.6. Deploy information technology solutions

      7.6.1. Develop the IT deployment strategy

        7.6.1.1. Establish IT services and solutions change policies

        7.6.1.2. Define deployment process, procedures, and tools standards

        7.6.1.3. Select deployment methodologies and tools

      7.6.2. Plan and implement changes

        7.6.2.1. Plan change deployment

        7.6.2.2. Communicate changes to stakeholders

        7.6.2.3. Administer change schedule

        7.6.2.4. Train impacted users

        7.6.2.5. Distribute and install change

        7.6.2.6. Verify change

      7.6.3. Plan and manage releases

        7.6.3.1. Understand and coordinate release design and acceptance

        7.6.3.2. Plan release rollout

        7.6.3.3. Distribute and install release

        7.6.3.4. Verify release

    7.7. Deliver and support information technology services

      7.7.1. Develop IT services and solution delivery strategy

        7.7.1.1. Establish sourcing strategy for IT delivery

        7.7.1.2. Define delivery processes, procedures, and tools standards

        7.7.1.3. Select delivery methodologies and tools

      7.7.2. Develop IT support strategy

        7.7.2.1. Establish sourcing strategy for IT support

        7.7.2.2. Define IT support services

      7.7.3. Manage IT infrastructure resources

        7.7.3.1. Manage IT inventory and assets

        7.7.3.2. Manage IT resource capacity

      7.7.4. Manage IT infrastructure operations

        7.7.4.1. Deliver IT services and solutions

        7.7.4.2. Perform IT operations support services

      7.7.5. Support IT services and solutions

        7.7.5.1. Manage availability

        7.7.5.2. Manage facilities

        7.7.5.3. Manage backup/recovery

        7.7.5.4. Manage performance and capacity

        7.7.5.5. Manage incidents

        7.7.5.6. Manage problems

        7.7.5.7. Manage inquiries

8. Manage Financial Resources

    8.1. Perform planning and management accounting

      8.1.1. Perform planning/budgeting/forecasting

        8.1.1.1. Develop and maintain budget policies and procedures

        8.1.1.2. Prepare periodic budgets and plans

        8.1.1.3. Prepare periodic financial forecasts

      8.1.2. Perform cost accounting and control

        8.1.2.1. Perform inventory accounting

        8.1.2.2. Perform cost of sales analysis

        8.1.2.3. Perform product costing

        8.1.2.4. Perform variance analysis

        8.1.2.5. Report on profitability

      8.1.3. Perform cost management

        8.1.3.1. Determine key cost drivers

        8.1.3.2. Measure cost drivers

        8.1.3.3. Determine critical activities

        8.1.3.4. Manage asset resource deployment and utilization

      8.1.4. Evaluate and manage financial performance

        8.1.4.1. Assess customer and product profitability

        8.1.4.2. Evaluate new products

        8.1.4.3. Perform life cycle costing

        8.1.4.4. Optimize customer and product mix

        8.1.4.5. Track performance of new customer and product strategies

        8.1.4.6. Prepare activity-based performance measures

        8.1.4.7. Manage continuous cost improvement

    8.2. Perform revenue accounting

      8.2.1. Process customer credit

        8.2.1.1. Establish credit policies

        8.2.1.2. Analyze/Approve new account applications

        8.2.1.3. Review existing accounts

        8.2.1.4. Produce credit/collection reports

        8.2.1.5. Reinstate or suspend accounts based on credit policies

      8.2.2. Invoice customer

        8.2.2.1. Maintain customer/product master files

        8.2.2.2. Generate customer billing data

        8.2.2.3. Transmit billing data to customers

        8.2.2.4. Post receivable entries

        8.2.2.5. Resolve customer billing inquiries

      8.2.3. Process accounts receivable (AR)

        8.2.3.1. Establish AR policies

        8.2.3.2. Receive/Deposit customer payments

        8.2.3.3. Apply cash remittances

        8.2.3.4. Prepare AR reports

        8.2.3.5. Post AR activity to the general ledger

      8.2.4. Manage and process collections

        8.2.4.1. Establish policies for delinquent accounts

        8.2.4.2. Analyze delinquent account balances

        8.2.4.3. Correspond/Negotiate with delinquent accounts

        8.2.4.4. Discuss account resolution with internal parties

        8.2.4.5. Process adjustments/write-off balances

      8.2.5. Manage and process adjustments/deductions

        8.2.5.1. Establish policies/procedures for adjustments

        8.2.5.2. Analyze adjustments

        8.2.5.3. Correspond/Negotiate with customer

        8.2.5.4. Discuss resolution with internal parties

        8.2.5.5. Prepare chargeback invoices

        8.2.5.6. Process related entries

        8.2.5.7. Perform market settlement, data exchange, reconciliation, and validation

    8.3. Perform general accounting and reporting

      8.3.1. Manage policies and procedures

        8.3.1.1. Negotiate service level agreements

        8.3.1.2. Establish accounting policies

        8.3.1.3. Set and enforce approval limits

        8.3.1.4. Establish common financial systems

      8.3.2. Perform general accounting

        8.3.2.1. Maintain chart of accounts

        8.3.2.2. Process journal entries

        8.3.2.3. Process allocations

        8.3.2.4. Process period end adjustments (e.g., accruals, currency conversions, etc.)

        8.3.2.5. Post and reconcile intercompany transactions

        8.3.2.6. Reconcile GL accounts

        8.3.2.7. Perform consolidations and process eliminations

        8.3.2.8. Prepare trial balance

        8.3.2.9. Prepare and post management adjustments

      8.3.3. Perform fixed asset accounting

        8.3.3.1. Establish fixed asset policies and procedures

        8.3.3.2. Maintain fixed asset master data files

        8.3.3.3. Process and record fixed asset additions and retires

        8.3.3.4. Process and record fixed asset adjustments, enhancements, revaluations, and transfers

        8.3.3.5. Process and record fixed asset maintenance and repair expenses

        8.3.3.6. Calculate and record depreciation expense

        8.3.3.7. Reconcile fixed asset ledger

        8.3.3.8. Track fixed assets including physical inventory

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

      8.3.4. Perform financial reporting

        8.3.4.1. Prepare business unit financial statements

        8.3.4.2. Prepare consolidated financial statements

        8.3.4.3. Perform business unit reporting/review management reports

        8.3.4.4. Perform consolidated reporting/review of cost management reports

        8.3.4.5. Prepare statements for board review

        8.3.4.6. Produce quarterly/annual filings and shareholder reports

        8.3.4.7. Produce regulatory reports

    8.4. Manage fixed asset project accounting

      8.4.1. Perform capital planning and project approval

        8.4.1.1. Develop capital investment policies and procedures

        8.4.1.2. Develop and approve capital expenditure plans and budgets

        8.4.1.3. Review and approve capital projects and fixed asset acquisitions

        8.4.1.4. Conduct financial justification for project approval

      8.4.2. Perform capital project accounting

        8.4.2.1. Create project account codes

        8.4.2.2. Record project-related transactions

        8.4.2.3. Monitor and track capital projects and budget spending

        8.4.2.4. Close/Capitalize projects

        8.4.2.5. Measure financial returns on completed capital projects

    8.5. Process payroll

      8.5.1. Report time

        8.5.1.1. Establish policies and procedures

        8.5.1.2. Collect and record employee time worked

        8.5.1.3. Analyze and report paid and unpaid leave

        8.5.1.4. Monitor regular, overtime, and other hours

        8.5.1.5. Analyze and report employee utilization

      8.5.2. Manage pay

        8.5.2.1. Enter employee time worked into payroll system

        8.5.2.2. Maintain and administer employee earnings information

        8.5.2.3. Maintain and administer applicable deductions

        8.5.2.4. Monitor changes in tax status of employees

        8.5.2.5. Process and distribute payments

        8.5.2.6. Process and distribute manual checks

        8.5.2.7. Process period end adjustments

        8.5.2.8. Respond to employee payroll inquiries

      8.5.3. Process payroll taxes

        8.5.3.1. Calculate and pay applicable payroll taxes

        8.5.3.2. Produce and distribute employee annual tax statements

        8.5.3.3. File regulatory payroll tax forms

    8.6. Process accounts payable and expense reimbursements

      8.6.1. Process accounts payable (AP)

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

        8.6.1.2. Maintain/Manage electronic commerce

        8.6.1.3. Audit invoices and key data in AP system

        8.6.1.4. Approve payments

        8.6.1.5. Process financial accruals and reversals

        8.6.1.6. Process taxes

        8.6.1.7. Research/Resolve exceptions

        8.6.1.8. Process payments

        8.6.1.9. Respond to AP inquiries

        8.6.1.10. Retain records

        8.6.1.11. Adjust accounting records

      8.6.2. Process expense reimbursements

        8.6.2.1. Establish and communicate expense reimbursement policies and approval limits

        8.6.2.2. Capture and report relevant tax data

        8.6.2.3. Approve reimbursements and advances

        8.6.2.4. Process reimbursements and advances

        8.6.2.5. Manage personal accounts

    8.7. Manage treasury operations

      8.7.1. Manage treasury policies and procedures

        8.7.1.1. Establish scope and governance of treasury operations

        8.7.1.2. Establish and publish treasury policies

        8.7.1.3. Develop treasury procedures

        8.7.1.4. Monitor treasury procedures

        8.7.1.5. Audit treasury procedures

        8.7.1.6. Revise treasury procedures

        8.7.1.7. Develop and confirm internal controls for treasury

        8.7.1.8. Define system security requirements

      8.7.2. Manage cash

        8.7.2.1. Manage and reconcile cash positions

        8.7.2.2. Manage cash equivalents

        8.7.2.3. Process and oversee electronic fund transfers (EFTs)

        8.7.2.4. Develop cash flow forecasts

        8.7.2.5. Manage cash flows

        8.7.2.6. Produce cash management accounting transactions and reports

        8.7.2.7. Manage and oversee banking relationships

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

      8.7.3. Manage in-house bank accounts

        8.7.3.1. Manage in-house bank accounts for subsidiaries

        8.7.3.2. Manage and facilitate inter-company borrowing transactions

        8.7.3.3. Manage centralized outgoing payments on behalf of subsidiaries

        8.7.3.4. Manage central incoming payments on behalf of subsidiaries

        8.7.3.5. Manage internal payments and netting transactions

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

        8.7.3.7. Provide account statements for in-house bank accounts

      8.7.4. Manage debt and investment

        8.7.4.1. Manage financial intermediary relationships

        8.7.4.2. Manage liquidity

        8.7.4.3. Manage issuer exposure

        8.7.4.4. Process and oversee debt and investment transactions

        8.7.4.5. Process and oversee foreign currency transactions

        8.7.4.6. Produce debt and investment accounting transaction reports

        8.7.4.7. Process and oversee interest rate transactions

      8.7.5. Monitor and execute risk and hedging transactions

        8.7.5.1. Develop risk management/hedging strategy

        8.7.5.2. Manage interest rate risk

          8.7.5.2.1. Manage interest rate market data

          8.7.5.2.2. Determine interest rate exposure for all markets

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

          8.7.5.2.4. Execute interest rate trades

        8.7.5.3. Manage foreign exchange risk

          8.7.5.3.1. Manage foreign exchange market data

          8.7.5.3.2. Determine foreign exchange exposure for all currencies

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

          8.7.5.3.4. Execute foreign exchange trades

          8.7.5.3.5. Mange foreign exchange balance sheet risk

        8.7.5.4. Manage exposure risk

          8.7.5.4.1. Determine current customer exposures and limit exceptions

          8.7.5.4.2. Resolve customer exposure limit violations

          8.7.5.4.3. Manage customer collateral

          8.7.5.4.4. Perform annual customer credit reviews

        8.7.5.5. Develop and execute hedging transactions

          8.7.5.5.1. Measure physical positions

          8.7.5.5.2. Establish hedges

          8.7.5.5.3. Unwind hedges

        8.7.5.6. Evaluate and refine hedging positions

        8.7.5.7. Produce hedge accounting transactions and reports

        8.7.5.8. Monitor credit

    8.8. Manage internal controls

      8.8.1. Establish internal controls, policies and procedures

        8.8.1.1. Establish board of directors and audit committee

        8.8.1.2. Define and communicate code of ethics

        8.8.1.3. Assign roles and responsibility for internal controls

        8.8.1.4. Define business process objectives and risks

        8.8.1.5. Define entity/unit risk tolerances

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

        8.8.2.1. Design and implement control activities

          8.8.2.1.1. Conduct internal and regulatory audits

          8.8.2.1.2. Execute daily contract (sales, purchases, other) compliance tests

        8.8.2.2. Monitor control effectiveness

        8.8.2.3. Remediate control deficiencies

        8.8.2.4. Create compliance function

        8.8.2.5. Operate compliance function

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

      8.8.3. Report on internal controls compliance

        8.8.3.1. Report to external auditors

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

        8.8.3.3. Report to third parties (e.g., business partners)

        8.8.3.4. Report to internal management

    8.9. Manage taxes

      8.9.1. Develop tax strategy and plan

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

        8.9.1.2. Consolidate and optimize total tax plan

        8.9.1.3. Maintain tax master data

      8.9.2. Process taxes

        8.9.2.1. Perform tax planning/strategy

        8.9.2.2. Prepare returns

        8.9.2.3. Prepare foreign taxes

        8.9.2.4. Calculate deferred taxes

        8.9.2.5. Account for taxes

        8.9.2.6. Monitor tax compliance

        8.9.2.7. 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 buildings and facilities

      9.1.1. Develop property strategy and long term vision

        9.1.1.1. Confirm alignment of property requirements with business strategy

        9.1.1.2. Assess the external environment

        9.1.1.3. Determine build or buy decision

      9.1.2. Develop, construct, and modify sites

        9.1.2.1. Perform construction performance management

        9.1.2.2. Obtain construction permissions

        9.1.2.3. Perform construction design and planning

        9.1.2.4. Perform construction

      9.1.3. Plan facility

        9.1.3.1. Design facility

        9.1.3.2. Analyze budget

        9.1.3.3. Select property

        9.1.3.4. Negotiate terms for facility

        9.1.3.5. Manage construction or modification to building

      9.1.4. Provide workspace and facilities

        9.1.4.1. Acquire workspace and facilities

        9.1.4.2. Change fit/form/function of workspace andfacilities

      9.1.5. Manage facilities operations

        9.1.5.1. Relocate people

        9.1.5.2. Relocate material and tools

    9.2. Design and Construct productive assets

      9.2.1. Manage capital program for productive assets

        9.2.1.1. Define capital investment plan

        9.2.1.2. Monitor capital program

        9.2.1.3. Secure construction financing

      9.2.2. Perform utility network planning

        9.2.2.1. Perform demand forecasting

        9.2.2.2. Assess performance and capacity of current assets

        9.2.2.3. Perform network modeling

        9.2.2.4. Perform protection design

        9.2.2.5. Perform secondary systems design

      9.2.3. Design and plan asset construction

        9.2.3.1. Develop construction strategy

        9.2.3.2. Obtain construction permissions

        9.2.3.3. Design assets

        9.2.3.4. Plan construction resources

      9.2.4. Manage asset construction

        9.2.4.1. Monitor work performance

        9.2.4.2. Undertake quality control

        9.2.4.3. Create work and asset records

        9.2.4.4. Manage safety, security and access to sites

      9.2.5. Schedule and perform construction works

        9.2.5.1. Schedule work

        9.2.5.2. Obtain resources

        9.2.5.3. Construct new assets

        9.2.5.4. Augment existing assets

        9.2.5.5. Renew/Replace assets

      9.2.6. Commission new assets

        9.2.6.1. Schedule commissioning

        9.2.6.2. Co-ordinate energisation with network operations

        9.2.6.3. Capture commissioning records

    9.3. Maintain assets

      9.3.1. Plan asset maintenance

        9.3.1.1. Develop maintenance strategies

        9.3.1.2. Analyze assets and predict maintenance requirements

        9.3.1.3. Specify maintenance policies

        9.3.1.4. Integrate preventive maintenance into operations schedule

        9.3.1.5. Identify work management tasks & priorities

        9.3.1.6. Conduct resource planning

        9.3.1.7. Create work plans

      9.3.2. Manage asset maintenance

        9.3.2.1. Schedule work

        9.3.2.2. Obtain required resources

        9.3.2.3. Undertake quality control

        9.3.2.4. Update work and asset records

        9.3.2.5. Manage maintenance work safety

        9.3.2.6. Define maintenance performance targets

        9.3.2.7. Monitor maintenance performance against targets/contracts

      9.3.3. Perform asset maintenance

        9.3.3.1. Perform preventative asset maintenance

        9.3.3.2. Perform routine asset maintenance

        9.3.3.3. Perform corrective asset maintenance and repairs

        9.3.3.4. Identify unplanned maintenance requirements

        9.3.3.5. Perform unplanned maintenance and repairs

    9.4. Dispose of assets

      9.4.1. Develop exit strategy

      9.4.2. Decomission productive assets

      9.4.3. Perform sale or trade

      9.4.4. 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

        10.1.1.1. Determine risk tolerance for organization

        10.1.1.2. Develop and maintain enterprise risk policies and procedures

        10.1.1.3. Identify and implement enterprise risk management tools

        10.1.1.4. Coordinate the sharing of risk knowledge across the organization

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

      10.1.2. Oversee and coordinate enterprise risk management activities

        10.1.2.1. Identify enterprise level risks

        10.1.2.2. Assess risks to determine which to mitigate

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

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

        10.1.2.5. Ensure risks and risk mitigation actions are monitored

        10.1.2.6. Report on risk activities

      10.1.3. Coordinate business unit and functional risk management activities

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

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

      10.1.4. Manage business unit and function risk

        10.1.4.1. Identify risks

        10.1.4.2. Assess risks using enterprise risk framework policies and procedures

        10.1.4.3. Develop mitigation plans for risks

        10.1.4.4. Implement mitigation plans for risks

        10.1.4.5. Monitor risks

        10.1.4.6. Analyze risk activities and update plans

        10.1.4.7. Report on risk activities

    10.2. Manage compliance

      10.2.1. Establish compliance framework and policies

        10.2.1.1. Develop enterprise compliance policies and procedures

        10.2.1.2. Implement enterprise compliance activities

        10.2.1.3. Manage internal audits

        10.2.1.4. Maintain controls-related technologies and tools

      10.2.2. Manage regulatory compliance

        10.2.2.1. Develop regulatory compliance procedures

        10.2.2.2. Identify applicable regulatory requirements

        10.2.2.3. Monitor the regulatory environment for changing or emerging regulations

        10.2.2.4. Assess current compliance position, and identify weaknesses or shortfalls therein

        10.2.2.5. Implement missing or stronger regulatory compliance controls and policies

        10.2.2.6. 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

        10.2.2.7. Compile and communicate compliance scorecard(s)

        10.2.2.8. Compile and communicate internal and regulatory compliance reports

        10.2.2.9. Compile and report carbon and sustainability data

        10.2.2.10. 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

    10.5. Develop security strategy

      10.5.1. Perform security needs assessment

        10.5.1.1. Determine security needs for distribution assets

        10.5.1.2. Determine security needs for transmission assets

        10.5.1.3. Determine security needs for fossil generation assets

        10.5.1.4. Determine security needs for nuclear assets

        10.5.1.5. Determine security needs for water utility assets

        10.5.1.6. Determine security needs for gas pipeline assets

      10.5.2. Determine security and risk tolerance levels

        10.5.2.1. Perform threat assessment

        10.5.2.2. Develop risk tolerance levels

      10.5.3. Develop security program

    10.6. Develop threat response strategy

      10.6.1. Perform threat assessment

      10.6.2. Develop threat response program

    10.7. Manage security programs

      10.7.1. Manage and support security program

      10.7.2. Manage and support threat response program

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

    11.2. Manage government and industry relationships

      11.2.1. Manage government relations

      11.2.2. Manage relations with quasi-government bodies

        11.2.2.1. Manage and support power pool coordinator or grid operator activities

        11.2.2.2. Manage and support power market activities

      11.2.3. Manage relations with trade or industry groups

      11.2.4. Manage lobby activities

        11.2.4.1. Manage and support state and local lobbying activities

        11.2.4.2. Manage and support interstate and federal lobbying activities

    11.3. Manage relations with board of directors

      11.3.1. Report results

      11.3.2. Report audit findings

    11.4. Manage legal and ethical issues

      11.4.1. Create ethics policies

      11.4.2. Manage corporate governance policies

      11.4.3. Develop and perform preventative law programs

      11.4.4. Ensure compliance

        11.4.4.1. Plan and initiate compliance program

        11.4.4.2. Execute compliance program

      11.4.5. Manage outside counsel

        11.4.5.1. Assess problem and determine work requirements

        11.4.5.2. Engage/Retain outside counsel if necessary

        11.4.5.3. Receive strategy/budget

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

        11.4.5.5. Process payment for legal services

        11.4.5.6. Track legal activity/performance

      11.4.6. Protect intellectual property

        11.4.6.1. Manage copyrights and patents

        11.4.6.2. Maintain intellectual property rights and restrictions

        11.4.6.3. Administer licensing terms

        11.4.6.4. Administer options

      11.4.7. Resolve disputes and litigations

      11.4.8. Provide legal advice/counseling

      11.4.9. 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

        12.1.1.1. Define and manage governance approach

        12.1.1.2. Establish and maintain process tools and templates

        12.1.1.3. Assign and support process ownership

        12.1.1.4. Perform process governance activities

      12.1.2. Define and manage process frameworks

        12.1.2.1. Establish and maintain process framework

        12.1.2.2. Identify cross-functional processes

      12.1.3. Define processes

        12.1.3.1. Scope processes

        12.1.3.2. Analyze processes

        12.1.3.3. Map processes

        12.1.3.4. Publish processes

      12.1.4. Manage process performance

        12.1.4.1. Provide process training

        12.1.4.2. Support process execution

        12.1.4.3. Measure and report process performance

      12.1.5. Improve processes

        12.1.5.1. Identify and select improvement opportunities

        12.1.5.2. Manage improvement projects

        12.1.5.3. Perform continuous improvement activities

    12.2. Manage portfolio, program, and project

      12.2.1. Manage portfolio

        12.2.1.1. Establish portfolio strategy

        12.2.1.2. Define portfolio governance

        12.2.1.3. Monitor and control portfolio

      12.2.2. Manage programs

        12.2.2.1. Establish program structure and approach

        12.2.2.2. Manage program stakeholders and partners

        12.2.2.3. Manage program execution

        12.2.2.4. Review and report program performance

      12.2.3. Manage projects

        12.2.3.1. Establish project scope

        12.2.3.2. Identify project requirements and objectives

        12.2.3.3. Identify project resource requirements

        12.2.3.4. Assess culture and readiness for project management approach

        12.2.3.5. Identify appropriate project management methodologies

        12.2.3.6. Create business case and obtain funding

        12.2.3.7. Develop project measures and indicators

        12.2.3.8. Develop project plans

        12.2.3.9. Define roles and resources

        12.2.3.10. Identify specific IT requirements

        12.2.3.11. Create training and communication plans

        12.2.3.12. Design recognition and reward approaches

        12.2.3.13. Design and plan launch of project

        12.2.3.14. Deploy the project

        12.2.3.15. Execute projects

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

        12.2.3.17. Report the status of project

        12.2.3.18. Manage project scope

        12.2.3.19. Promote and sustain activity and involvement

        12.2.3.20. Realign and refresh project management strategy and approaches

        12.2.3.21. Review and report project performance

        12.2.3.22. Close projects

    12.3. Manage enterprise quality

      12.3.1. Establish quality requirements

        12.3.1.1. Define critical-to-quality characteristics

        12.3.1.2. Define preventive quality activities

        12.3.1.3. Develop quality controls

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

          12.3.1.3.2. Define sampling plan

          12.3.1.3.3. Identify measurement methods

          12.3.1.3.4. Define required competencies

        12.3.1.4. Prove capability to assess compliance with requirements

        12.3.1.5. Finalize quality plan

      12.3.2. Evaluate performance to requirements

        12.3.2.1. Test against quality plan

          12.3.2.1.1. Conduct test and collect data

          12.3.2.1.2. Record result(s)

          12.3.2.1.3. Determine disposition of result(s)

        12.3.2.2. Assess results of tests

          12.3.2.2.1. Assess sample significance

          12.3.2.2.2. Summarize result(s)

          12.3.2.2.3. Recommend actions

          12.3.2.2.4. Decide next steps

      12.3.3. Manage non-conformance

        12.3.3.1. Assess potential impact

        12.3.3.2. Determine immediate action(s)

        12.3.3.3. Identify root cause(s)

        12.3.3.4. Take corrective or preventitive action

        12.3.3.5. Close non-conformance

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

        12.3.4.1. Develop regulatory compliance procedures

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

        12.3.4.3. Identify core EQMS processes, controls, and metrics

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

        12.3.4.5. Assess the EQMS performance

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

          12.3.4.6.1. Reward quality excellence

          12.3.4.6.2. Create and maintain quality partnerships

          12.3.4.6.3. Maintain talent capabilities and competencies

          12.3.4.6.4. Incorporate EQMS messaging into communication channels

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

          12.3.4.6.6. Transfer proven EQMS methods

    12.4. Manage change

      12.4.1. Plan for change

        12.4.1.1. Select process improvement methodology

        12.4.1.2. Assess readiness for change

        12.4.1.3. Determine stakeholders

        12.4.1.4. Engage/Identify champion

        12.4.1.5. Form design team

        12.4.1.6. Define scope

        12.4.1.7. Understand current state

        12.4.1.8. Define future state

        12.4.1.9. Conduct organizational risk analysis

        12.4.1.10. Assess cultural issues

        12.4.1.11. Establish accountability for change management

        12.4.1.12. Identify barriers to change

        12.4.1.13. Determine change enablers

        12.4.1.14. Identify resources and develop measures

      12.4.2. Design the change

        12.4.2.1. Assess connection to other initiatives

        12.4.2.2. Develop change management plans

        12.4.2.3. Develop training plan

        12.4.2.4. Develop communication plan

        12.4.2.5. Develop rewards/incentives plan

        12.4.2.6. Establish change adoption metrics

        12.4.2.7. Establish/Clarify new roles

        12.4.2.8. Identify budget/roles

      12.4.3. Implement change

        12.4.3.1. Create commitment for improvement/change

        12.4.3.2. Re-engineer business processes and systems

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

        12.4.3.4. Monitor change

      12.4.4. Sustain improvement

        12.4.4.1. Monitor improved process performance

        12.4.4.2. Capture and reuse lessons learned from change process

        12.4.4.3. Take corrective action as necessary

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

      12.5.1. Develop KM strategy

        12.5.1.1. Develop governance model

        12.5.1.2. Establish central KM core group

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

        12.5.1.4. Develop funding models

        12.5.1.5. Identify links to key initiatives

        12.5.1.6. Develop core KM methodologies

        12.5.1.7. Assess IT needs and engage IT function

        12.5.1.8. Develop training and communication plans

        12.5.1.9. Develop change management approaches

        12.5.1.10. Develop strategic measures and indicators

      12.5.2. Assess KM capabilities

        12.5.2.1. Assess maturity of existing KM initiatives

        12.5.2.2. Evaluate existing KM approaches

        12.5.2.3. Identify gaps and needs

        12.5.2.4. Enhance/Modify existing KM approaches

        12.5.2.5. Develop new KM approaches

        12.5.2.6. Implement new KM approaches

    12.6. Measure and benchmark

      12.6.1. Create and manage organizational performance strategy

        12.6.1.1. Create enterprise measurement systems model

          12.6.1.1.1. Establish performance measures

          12.6.1.1.2. Establish performance monitoring frequency

          12.6.1.1.3. Set performance targets

        12.6.1.2. Measure process productivity

        12.6.1.3. Measure cost effectiveness

        12.6.1.4. Measure staff efficiency

        12.6.1.5. Measure cycle time

      12.6.2. Benchmark performance

        12.6.2.1. Conduct performance assessments

        12.6.2.2. Develop benchmarking capabilities

        12.6.2.3. Conduct internal process and external competitive benchmarking

          12.6.2.3.1. Maintain list of processes and organizations to benchmark

          12.6.2.3.2. Establish benchmarks

          12.6.2.3.3. Measure performance against benchmarks

        12.6.2.4. Conduct gap analysis to understand need for change and degree needed

        12.6.2.5. Establish need for change

    12.7. Manage environmental health and safety (EHS)

      12.7.1. Determine environmental health and safety impacts

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

        12.7.1.2. Conduct health and safety and environmental audits

      12.7.2. Develop and execute functional EHS program

        12.7.2.1. Identify regulatory and stakeholder requirements

        12.7.2.2. Assess future risks and opportunities

        12.7.2.3. Create EHS policy

        12.7.2.4. Record and manage ehs events

      12.7.3. Train and educate functional employees

        12.7.3.1. Communicate EHS issues to stakeholders and provide support

      12.7.4. Monitor and manage functional EHS management program

        12.7.4.1. Manage EHS costs and benefits

        12.7.4.2. Measure and report EHS performance

        12.7.4.3. Implement emergency response program

        12.7.4.4. Implement pollution prevention program

        12.7.4.5. Provide employees with EHS support

13. Operate Utility Assets

    13.1. Operate utility network and pipeline assets

      13.1.1. Develop operations strategy

        13.1.1.1. Determine network operational goals and targets

        13.1.1.2. Specify and select operational policies

        13.1.1.3. Align with network extension, augmentation and replacement strategy

      13.1.2. Develop network operational plans

        13.1.2.1. Specify operation requirements

        13.1.2.2. Perform network demand analysis and forward planning

        13.1.2.3. Create switching/network reconfiguration plans

        13.1.2.4. Simulate/calculate demand and network conditions (electric voltage/water and gas pressures etc)

      13.1.3. Perform operations performance management

        13.1.3.1. Develop and review network operating protocols

        13.1.3.2. Plan and manage control room operations

        13.1.3.3. Collect network usage and availability information and intelligence

        13.1.3.4. Produce network condition reports

        13.1.3.5. Conduct network utilisation analysis

        13.1.3.6. Monitor and report overall operational and regulatory performance

      13.1.4. Monitor network status

        13.1.4.1. Monitor current network switch/valve state and operational performance data

        13.1.4.2. Maintain historical network state data

        13.1.4.3. Monitor alerts and alarms

      13.1.5. Manage network faults and outages

        13.1.5.1. Identify network faults

        13.1.5.2. Execute fault location, isolation, restoration

        13.1.5.3. Coordinate repair and restoration operations

      13.1.6. Perform planned network operation

        13.1.6.1. Prepare and submit outage switching and diversion plans

        13.1.6.2. Approve or reject outage plan/submission

        13.1.6.3. Schedule planned network operations

        13.1.6.4. Perform outage notifications

        13.1.6.5. Execute planned switching and diversions

        13.1.6.6. Coordinate with maintenance and construction operations

        13.1.6.7. Return the network to service

      13.1.7. Perform utility network performance optimisation

        13.1.7.1. Perform demand management planning

        13.1.7.2. Execute demand management operations and controls

        13.1.7.3. Perform stability, voltage, pressure and load optimisation controls

        13.1.7.4. Maintain network protection settings and controls

        13.1.7.5. Perform storage operations and controls

        13.1.7.6. Monitor and evaluate network performance

      13.1.8. Perform emergency response (network distributor)

        13.1.8.1. Conduct emergency response planning

        13.1.8.2. Identify and manage customer faults

        13.1.8.3. Manage and apply safety regulations

        13.1.8.4. Manage media and public relations

    13.2. Operate major utility plant

      13.2.1. Operate generating stations

      13.2.2. Operate water and wastewater treatment plants

      13.2.3. Operate pumping and pressurisation plants

    13.3. Collect and manage utility metering data

      13.3.1. Manage meter information

        13.3.1.1. Identify and process meter information changes

        13.3.1.2. Identify and process customer information changes

      13.3.2. Collect meter data

        13.3.2.1. Schedule meter reading work

        13.3.2.2. Process requests for special reads

        13.3.2.3. Read meters

        13.3.2.4. Record and validate readings

        13.3.2.5. Estimate readings

      13.3.3. Process meter data

        13.3.3.1. Receive and validate meter readings

        13.3.3.2. Record and utilise meter reading data

        13.3.3.3. Distribute meter reading data

      13.3.4. Aggregate and distribute data

        13.3.4.1. Aggregate meter readings

        13.3.4.2. Distribute aggregate meter readings

        13.3.4.3. Pass consumption data to market participants

    13.4. Manage and operate utility metering assets

      13.4.1. Procure meter components

        13.4.1.1. Receive work request

        13.4.1.2. Procure meter or meter component

      13.4.2. Install/remove/energise/re-energise meters

        13.4.2.1. Schedule work

        13.4.2.2. Make appointment

        13.4.2.3. Complete work

      13.4.3. Test meters

        13.4.3.1. Establish test standards and sampling techniques

        13.4.3.2. Test meters

        13.4.3.3. Record results

      13.4.4. Operate Advanced Metering Infrastructure

        13.4.4.1. Establish AMI operating center

        13.4.4.2. Monitor AMI network performance

        13.4.4.3. Manage AMI network performance improvements

        13.4.4.4. Manage AMI network faults

 

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