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Процессная модель APQC Retail (Розничная торговля)

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Процессная модель APQC Retail

Рисунок 1. Процессы верхнего уровня модели APQC Retail

Перечень процессов модели APQC Retail 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

      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 characteristics Create baselines for current processes Analyze systems and technology Analyze financial positions 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 Formulate mission Communicate mission

      1.2.2. Evaluate 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

      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.) Evaluate breadth and depth of organizational structure Perform job-specific roles mapping and value-added 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

      1.2.6. Develop and set organizational goals

      1.2.7. Formulate business unit strategies

    1.3. Manage strategic initiatives

      1.3.1. Develop strategic initiatives

      1.3.2. Evaluate strategic initiatives

      1.3.3. Select strategic initiatives

      1.3.4. Establish high-level measures

2. Develop and Manage Customer Experience

    2.1. Operate direct channels

      2.1.1. Develop and manage online experience Determine online assortment Develop page layouts Develop site layout

      2.1.2. Provide customer self-service Assess opportunities for self-service Develop self-service delivery solutions Assess and improve self-service delivery experience

      2.1.3. Manage shopping cart Track shopping cart adds and deletes Develop business rules to increase conversions Monitor performance and adjust rules Accept payments

      2.1.4. Develop and manage catalog Determine catalog assortment Develop catalog format and covers Develop page layouts Manage printing and distribution

      2.1.5. Analyze performance (page, etc.) Develop metrics for on-line and catalog performance Collect performance data Analyze performance Develop plan for improvements

      2.1.6. Manage customer product reviews Solicit customers to provide online reviews Review customer feedback Develop action plan to improve customer satisfaction

    2.2. Develop and manage retail store channel

      2.2.1. Build store format and site plan Develop store format requirements Develop site plan based on overall business strategy

      2.2.2. Develop store layouts Create floor plans for each store Design seasonal layouts (planograms) Test store layouts in concept store Assess and adjust store layouts

      2.2.3. Manage store collaboration Develop communications plan for store to HQ communication Act on store feedback Provide store performance information to the store Send merchandising execution to stores Develop training programs

    2.3. Operate retail store

      2.3.1. Operate customer checkout Process customer purchases Accept payments Maintain customer checkout area

      2.3.2. Operate in-store customer service desk Accept returns Process special orders Process layaway purchases Handle special requests Handle complaints Manage store pick-up orders

      2.3.3. Provide floor customer service Provide product expertise Assist in locating products Assist in handling products Enhance customer experience Provide specialty services

      2.3.4. Manage store inventory Receive deliveries Restock shelves Monitor and remedy out of stocks Perform cycle counts Check cross-store inventory Respond to cross-store inventory requests

      2.3.5. Manage cash Develop and execute store cash management policy and procedures Sign out cash drawers Close and reconcile cash drawers Reconcile receipts Deposit cash

      2.3.6. Plan and manage workforce Estimate workload Schedule labor Assign tasks Approve overtime Monitor and adjust labor levels

      2.3.7. Execute floor merchandising and promotions Arrange floor displays and merchandise Maintain shelf tagging Maintain signage Manage floor fixtures Execute promotional activities

      2.3.8. Analyze and manage store performance Review and analyze key metrics and KPIs for store Develop and implement action plans to improve performance

      2.3.9. Manage regulatory compliance Develop compliance training program Monitor compliance with channel-specific regulatory requirements Report and rectify violations

    2.4. Develop and manage omni channel

      2.4.1. Define and manage channel strategy Evaluate channel attributes and partners Determine channel fit with target segments Select channels for target segments

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

 Analyze existing customers

 Analyze feedback of customer needs Define customer service policies and procedures Establish service levels for customers

      2.4.3. Analyze channel performance Establish channel-specific metrics and targets Monitor and report performance Monitor and report events influencing factors (weather, disasters, etc.)

      2.4.4. Prevent loss Monitor suspicious activity Monitor return merchandise patterns Develop loss-prevention training program Assess and remedy potential dangerous conditions

      2.4.5. Develop and manage operations policy and procedures Develop store operating procedures

 Develop procedures for returns

 Develop procedures for layaway

 Develop procedures for special orders

 Develop procedures for store pickup Develop operations policies and procedures training program

      2.4.6. Manage omni-channel experience (relationship) Define omni-channel strategy Define omni-channel requirements Develop omni-channel policies and procedures Manage omni-channel customer information Orchestrate seamless omni-channel experience

    2.5. Manage customer relationship

      2.5.1. Define customer service policies and procedures Develop call center operating procedures

 Develop operating procedures for orders

 Develop operating procedures for returns

 Develop operating procedures for complaints Develop customer scripts for policies Develop training for call center associates

      2.5.2. Measure and evaluate customer satisfaction Measure customer satisfaction with customer requests/inquiries handling

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

 Solicit post-sale customer feedback on ad effectiveness

 Analyze product and service satisfaction data and identify improvement opportunities

 Provide customer feedback to product management on products and services 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 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

 Analyze product and service satisfaction data and identify improvement opportunities

 Provide customer feedback to product management on products and services Measure customer satisfaction with ordering experience

      2.5.3. Maintain customer master data Collect and merge internal and third-party customer information De-duplicate customer data Create and manage households Maintain demographic and purchase history information

3. Market Products and Services

    3.1. Perform customer and market analysis

      3.1.1. Perform analysis Define and manage personas Conduct customer and market research Identify market segments Analyze market and industry trends Analyze competing organizations, competitive/substitute products 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

      3.1.3. Track and respond to shopper insight Track customer site activity Track customer purchase patterns Develop business rules to provide personalized offers Monitor effectiveness and adjust offers

    3.2. Market to customers

      3.2.1. Promote and manage brands Define unique brand positioning Align market strategy (product assortment, pricing, merchandising, etc.) to align to positioning Determine strategic investment plan (% breakout of build awareness vs customer acquisition and retention, etc.) Manage brand licensing and usage Measure and reassess activities against strategy, plan, and investment

      3.2.2. 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 learning into future/planned promotions

      3.2.3. Manage social media Develop social media strategy Define social media performance metrics Monitor and respond to social media activity Execute social media campagins Evaluate social media performance metrics

      3.2.4. Develop and manage media campaigns Define media objectives Develop marketing messages Define target audience Engage media provider Develop and execute advertising Develop and execute other marketing campaigns/programs Assess brand/product marketing plan performance

      3.2.5. Manage product marketing content Manage product images Manage product copy

      3.2.6. Develop and manage customer loyalty programs Determine customer loyalty/lifetime value Analyze customer revenue trend Analyze customer attrition and retention rates Analyze customer metrics Revise customer strategies, objectives, and plans based on metrics Define and manage customer loyalty program benefits and events

4. Merchandise Products and Services

    4.1. Develop product plan

      4.1.1. Develop category plan Analyze category/product positioning and performance Forecast category demand by market/channel Assign revenue and margin targets to each category

      4.1.2. Define assortment plan Define cross-sell/up-sell substitutes Evaluate performance of existing products/services against market opportunities Define product/service requirements

 Identify potential improvements to existing products and services

 Identify potential new products and services Develop product plan to meet category goals Develop item assortment plan Develop and manage packaging strategy

 Plan packaging strategy

 Test packaging options

 Execute packaging strategy

 Refine packaging

      4.1.3. Develop and manage sales and pricing plan Gather current and historic order information Analyze sales trends and patterns Generate sales forecast Analyze historical and planned promotions and events Generate open-to-buy orders

      4.1.4. Develop allocation plan Assess channel and store demand for products and services Forecast channel and store demand for products and services Develop inventory allocation plan Monitor and adjust inventory levels to meet demand

      4.1.5. Manage product lifecycle Introduce new products/services Execute pricing plan Monitor sales and margin performance Retire outdated products/services

    4.2. Manage product development lifecycle

      4.2.1. Develop manufacturing outsourcing strategy Assess manufacturer capabilities vs requirements Assess availability of materials Set market penetration targets Prepare business case

      4.2.2. Design products Develop product/service design specifications Document design specifications Conduct mandatory and elective external reviews (legal, regulatory, standards, internal) Build prototypes

      4.2.3. Procure materials Assess material requirements across product lines Contract with material suppliers Issue material purchase orders

      4.2.4. Contract with manufacturers Collaborate on design with suppliers and contract manufacturers Establish manufacturer metrics Contract with manufacturers

      4.2.5. Manage production Integrate with demand management Manage logistics Monitor production vs metrics Provide feedback to manufacturer and adjust contract Monitor quality of product and adjust process Provide end-to-end supply chain visibility

    4.3. Source products

      4.3.1. Develop sourcing plans Develop procurement plan Clarify purchasing requirements Develop inventory strategy Match needs to supply capabilities Analyze company spend profile Seek opportunities to improve efficiency and value Collaborate with suppliers to identify sourcing opportunities Negotiate trade agreements with vendors

      4.3.2. Purchase product 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

      4.3.3. Manage supplier performance Monitor/Manage supplier information Prepare/Analyze procurement and vendor performance Monitor quality of product delivered

      4.3.4. Select suppliers and develop/maintain contracts Select suppliers Certify and validate suppliers Negotiate and establish contracts Manage contracts Negotiate supplier/vendor trade spend

      4.3.5. Manage demand Develop baseline forecasts Collaborate with customers Evaluate and revise forecasting approach Measure forecast accuracy Develop replenishment orders

      4.3.6. Manage product master data Create new item Create item attributes Maintain product attributes

5. Deliver Products

    5.1. Operate warehouse

      5.1.1. Plan warehouse layout and operations Establish distribution planning constraints

 Establish distribution center layout constraints

 Establish inventory management constraints

 Establish transportation management constraints Determine product inventory requirements at destination Plan inbound material receipts Plan outbound product flow

      5.1.2. Manage inventory Plan inventory and replenishment levels Track quantity and location of items Determine lot numbering system Determine lot usage Track and manage lots and serial numbered items Track inventory deployment Receive, inspect, and store inbound deliveries Track product availability Track inventory accuracy Track third-party logistics storage and shipping performance Manage physical finished goods inventory Prepare items/products for sale Repackage items into SKUs

      5.1.3. Manage loading docks and yard Analyze and forecast yard/dock traffic Execute yard and dock schedules Adjust schedules

      5.1.4. Pick, pack, and ship Analyze product velocities Develop pick plan/patterns Generate pick lists and pick Pack orders and apply shipping labels Load trucks

      5.1.5. Plan and manage workforce Estimate workload Schedule labor Approve overtime Assign and manage tasks Monitor and adjust labor level

      5.1.6. Manage returns Authorize and process returns Perform reverse logistics Perform salvage activities Manage and process warranty claims Manage repair/refurbishment and return to customer/stock

      5.1.7. Transfer product cross-dock

    5.2. Manage transportation and logistics

      5.2.1. Define distribution plan Analyze sources and destinations of goods Analyze average and peak goods flows and lead times Identify and assess transportation and storage alternatives Develop overall distribution plan Assess performance and adjust plan

      5.2.2. Plan transportation network Assess current transportation network performance Select transportation suppliers Negotiate contracts with transportation suppliers Optimize transportation schedules and costs Define key performance measures Define routing policies

      5.2.3. Plan and manage inbound product flow Manage inbound product flow Monitor inbound delivery performance Manage flow of returned products

      5.2.4. Manage imports/exports Understand import/export laws and regulations Establish policies and procedures Monitor import/export activities for compliance Report and resolve violations

      5.2.5. Operate outbound transportation Plan, transport, and deliver outbound product Manage transportation fleet Process and audit carrier invoices and documents Plan carriers and routes Contract transportation suppliers Optimize backhaul opportunities

      5.2.6. Track carrier performance

    5.3. Manage enterprise inventory

      5.3.1. Replenish retail stores Monitor retail store inventory levels Generate replenishment orders Execute replenishment orders from warehouse

      5.3.2. Balance enterprise inventory Allocate inventory to stores Monitor and adjust inventory levels Balance inventory to maximize sales Manage ship from store and store pickup inventory levels Manage pullbacks from stores

      5.3.3. Replenish fulfillment centers Monitor enterprise inventory levels Generate purchase orders Receive and distribute replenishment orders from suppliers

    5.4. Manage direct-to-store-delivery

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

      6.1.2. Develop and implement human resources plans 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 other HR programs Develop HR policies Administer HR policies Plan employee benefits Develop strategy for HR systems/technologies/tools Develop work force strategy models

      6.1.3. Monitor and update plans 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 work force plan and business unit strategies/resource needs Develop and open job requisitions 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 and channels Perform recruiting activities/events Manage recruitment vendors Manage employee referral programs Manage 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 Conduct pre-employment screening Recommend/Not recommend candidate

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

      6.2.5. 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 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 relations Manage health and safety Manage labor relations Manage collective bargaining process Manage labor management partnerships

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

      6.3.5. 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. Reward and retain employees

      6.4.1. 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 Reward and motivate employees

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

      6.4.3. Manage employee assistance and retention Deliver programs to support work/life balance for employees Develop family support systems Review retention and motivation indicators Review compensation plan

      6.4.4. Administer payroll

    6.5. Redeploy and retire employees

      6.5.1. Manage promotion and demotion process

      6.5.2. Manage separation

      6.5.3. Manage retirement

      6.5.4. Manage leave of absence

      6.5.5. Develop and implement employee outplacement

      6.5.6. Manage deployment of personnel

      6.5.7. Relocate employees, and manage assignments

      6.5.8. Manage expatriates

    6.6. Manage employee information and analytics

      6.6.1. Manage reporting processes

      6.6.2. Manage employee inquiry process

      6.6.3. Manage and maintain employee data

      6.6.4. Manage human resource information systems (HRIS)

      6.6.5. Develop and manage employee metrics

      6.6.6. Develop and manage time and attendance systems

      6.6.7. Manage employee communication Manage/Collect employee suggestions and perform employee research Manage employee grievances

    6.7. Manage employee communication

      6.7.1. Develop employee communication plan

      6.7.2. Deliver employee communications

7. Manage Information Technology

    7.1. Manage the business of information technology

      7.1.1. Develop the enterprise IT strategy 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 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 Provision resources in accordance with strategic priorities

      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 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

      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 Evaluate new products Perform life cycle costing Optimize customer and product mix Track performance of new-customer and product strategies Prepare activity-based performance measures Manage continuous cost improvement

    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 Negotiate service-level agreements Establish accounting policies 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 and currency conversions) Post and reconcile intercompany transactions Reconcile general ledger 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 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 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. 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

      8.7.3. 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

      8.7.4. 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

      8.7.5. 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

    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 Implement and maintain controls-related enabling technologies and tools

      8.8.3. 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

    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 nonproductive assets

      9.1.1. Develop property strategy and long-term vision Confirm alignment of property requirements with business strategy Assess the external environment Make 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 nonproductive 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 business resiliency

      10.3.1. Develop the business resilience strategy

      10.3.2. Perform continuous business operations planning

      10.3.3. Test continuous business operations

      10.3.4. Maintain continuous business operations

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

    10.4. Manage environmental health and safety (EHS)

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

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

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

      10.4.4. 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

      10.4.5. Ensure compliance with regulations Monitor compliance Perform compliance audit Comply with regulatory stakeholders' requirements

      10.4.6. Manage remediation efforts Create remediation plans Contact and confer with experts Identify/Dedicate resources Investigate legal aspects Investigate damage cause Amend or create policy

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

      11.2.3. Manage relations with trade or industry groups

      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

    11.4. Manage legal and ethical issues

      11.4.1. Create ethics policies

      11.4.2. Manage corporate governance policies

      11.4.3. Develop and perform preventive law programs

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

      11.4.5. 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

      11.4.6. Protect intellectual property Manage copyrights and patents Maintain intellectual property rights and restrictions Administer licensing terms 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 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) Define the quality strategy Plan and deploy the EQMS scope, targets, and goals Identify core EQMS processes, controls, and metrics Develop and document EQMS policies, procedures, standards, and measures Assess the EQMS performance Create environment and capability for EQMS improvement(s)

 Reward quality excellence

 Create and maintain quality partnerships

 Maintain talent capabilities and competencies

 Incorporate EQMS messaging into communication channels

 Assure independent EQMS management access to appropriate authority in the organization

 Transfer proven EQMS methods

    12.4. Manage change

      12.4.1. Plan for change Select process improvement methodology 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

      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 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 enterprise measurement systems model 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 Conduct gap analysis to understand need for change and degree needed Establish need for change


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