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Процессная модель APQC Airline (Авиация)

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Процессная модель APQC Airline

Рисунок 1. Процессы верхнего уровня модели APQC Airline

Перечень процессов модели APQC Airline приведен ниже.

1. Develop Vision and Strategy

    1.1. Define the business concept and long-term vision

      1.1.1. Assess the external environment Identify competitors 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 Identify intellectual property concerns Evaluate IP acquisition options

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

      1.1.3. Assess the internal environment Analyze organizational characteristics Analyze internal operations Create baselines for current processes Analyze systems and technology Assess long-term capacity requirements and network structure Assess existing fleet based on operational fleet data

 Determine fleet adjustments based on capacity and capital requirements

 Determine fleet expansion requirements

 Determine fleet retirement requirements Analyze financial health Identify core competencies

      1.1.4. Establish strategic vision Define the 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. Define and evaluate strategic options to achieve the objectives Define strategic options Assess and analyze impact of each option

 Identify implications for key operating model business elements that require change

 Identify implications for key technology aspects Develop B2B strategy

 Develop service as a product strategy Develop B2C strategy Develop partner/alliance strategy Develop merger/demerger/acquisition/exit strategy Develop innovation strategy Develop sustainability strategy Develop global support strategy Develop shared services strategy Develop global support and shared services strategy Develop lean/continuous improvement strategy Develop innovation strategy and framework

      1.2.3. Select long-term business strategy Develop product strategy Develop alliance strategy Determine fleet acquisition strategy

      1.2.4. Coordinate and align functional and process strategies

      1.2.5. Create organizational design 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 Identify organizational goals Establish baseline metrics Monitor performance against goals

      1.2.7. Formulate business unit strategies Analyze business unit strategies Identify core competency for each business unit Refine business unit strategies in support of company strategy

      1.2.8. Develop customer experience strategy Assess customer experience

 Identify and review customer touchpoints

 Assess customer experience across touchpoints

 Perform root cause analysis of problematic customer experiences Design customer experience

 Define and manage personas

 Create customer journey maps

 Define single view of the customer for the organization

 Define a vision for the customer experience

 Validate with customers

 Align experience with brand values and business strategies

 Develop content strategy Design customer experience support structure

 Identify required capabilities

 Identify impact on functional processes Develop customer experience roadmap to develop and implement defined capabilities

      1.2.9. Communicate strategies internally and externally

    1.3. Execute and measure strategic initiatives

      1.3.1. Develop strategic initiatives Identify strategic priorities Develop strategic initiatives based on business/customer value Review with stakeholders

      1.3.2. Evaluate strategic initiatives Determine business value for each strategic priority Determine the customer value for each strategic priority

      1.3.3. Select strategic initiatives Prioritize strategic initiatives Communicate strategic initiatives to business units and stakeholders

      1.3.4. Establish high-level measures Identify business value drivers Establish baselines for business value drivers Monitor performance against baselines

      1.3.5. Execute strategic initiatives

2. Develop and Manage Products and Services

    2.1. Govern and manage product/service development program

      2.1.1. Manage product and service portfolio Evaluate performance of existing products/services against market opportunities

 Assess existing product/service performance Define product/service development requirements

      2.1.2. Confirm alignment of product/service concepts with business strategy Plan and develop cost and quality targets Prioritize and select new product/service concepts Specify development timing targets Plan for product/service offering modifications

      2.1.3. Manage product and service life cycle Develop plan for new product/service development and introduction/launch Introduce new products/services Retire outdated products/services Identify and refine performance indicators Conduct post launch review

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

 Review market performance

 Review effectiveness of supply chain and distribution network

 Apply data and analytics to review supply chain methodologies

 Review quality and performance of the product/service

 Conduct financial review

 Conduct new product development process assessment

      2.1.4. Manage patents, copyrights, and regulatory requirements Conduct mandatory and elective reviews Review infringement of patents and copyrights Determine patent and copyright needs Define product technical documentation management requirements Manage regulatory requirements

 Train employees on appropriate regulatory requirements

 Maintain records for regulatory agencies

 Manage regulatory submission life cycle

      2.1.5. Manage product and service master data Manage materials master lists Manage bills of material Manage routings Manage specifications Manage drawings Manage product/material classification Develop and maintain quality/inspection documents Maintain process specification data Manage traceability data Review and approve data access requests

    2.2. Generate and define new product/service ideas

      2.2.1. Perform discovery research Identify new technologies Develop new technologies Assess feasibility of integrating new leading technologies into product/service concepts

      2.2.2. Generate new product/service concepts Gather new product/service ideas and requirements Analyze new product/service ideas and requirements Evaluate new product/service inputs and requirements Formulate new product/service concepts Identify potential improvements to existing products and services

 Identify adjustments to seasonal route plan and schedule

 Identify adjustments to seasonal capacity plans and network structure Identify potential new products and services

      2.2.3. Define product/service development requirements Define product/service requirements

 Define basic functional requirements

 Derive interoperability requirements for products and services

 Derive safety requirements for products and services

 Derive security requirements for products and services

 Derive regulatory compliance requirements

 Derive requirements from industry standards

 Develop user experience requirements

 Derive ‘services-as-a-product’ offering Define post launch support model Identify product/service bundling opportunities

    2.3. Develop products and services

      2.3.1. Design and prototype products and services Assign resources to product/service project

 Identify requirements for product/service design/development partners Prepare high-level business case and technical assessment Develop product/service design specifications Develop user experience design specifications Provide warranty-related recommendations Document design specifications Develop long-term route plan and schedule Develop seasonal route plan and schedule Conduct mandatory and elective external reviews Design products/services

 Design for manufacturing

 Design for product servicing

 Design for re-manufacturing

 Review product troubleshooting methodology

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

 Design for product upgrades Build prototypes/proof of concepts Develop and test prototype production and/or service delivery process Eliminate quality and reliability problems Conduct in-house product/service testing and evaluate feasibility Identify design/development performance indicators Collaborate on design with suppliers and external partners

      2.3.2. Test market for new or revised products and services Prepare detailed market study Conduct customer tests and interviews Finalize product/service characteristics and business cases Finalize technical requirements

      2.3.3. Prepare for production/service delivery Design and obtain necessary capabilities/materials and equipment Identify requirements for changes to manufacturing/delivery processes Request engineering/process change Install and validate production/service delivery process Monitor initial production runs Validate launch procedures

3. Market and Sell Products and Services

    3.1. Understand markets, customers, and capabilities

      3.1.1. Perform customer and market intelligence analysis Conduct customer and market research Identify market segments Analyze market and industry trends Analyze competing organizations, competitive/substitute products/services Evaluate existing products/services Assess internal and external business environment

      3.1.2. Evaluate and prioritize market opportunities Quantify market opportunities Determine target segments

 Identify under-served and saturated market segments Prioritize opportunities consistent with capabilities and overall business strategy Validate opportunities

    3.2. Develop marketing strategy

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

      3.2.2. Define pricing strategy Conduct pricing analysis Establish guidelines for applying pricing and discounting of products/services Establish pricing targets Approve pricing strategies/policies and targets

      3.2.3. Define and manage channel strategy Determine channels to be supported Establish channel objectives Determine channel role and fit with target segments Select channels for target segments Identify required channel capabilities Evaluate channel attributes and potential partners Orchestrate seamless customer experience across supported channels

 Define omni-channel strategy

 Define omni-channel requirements

 Develop omni-channel policies and procedures Develop and manage execution roadmap

      3.2.4. Analyze and manage channel performance Establish channel-specific metrics and targets Monitor and report performance Monitor and report events influencing factors Analyze performance Develop plan for improvements

      3.2.5. Develop marketing communication strategy Develop customer communication calendar Define public relations (PR) strategy Define direct marketing strategy Define internal marketing communication strategy Identify new media for marketing communication Define new media communication strategy Define point of sale (POS) communication strategy Define communication guidelines and mechanisms

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

      3.2.7. Design and manage customer loyalty program Define customer loyalty program Acquire members to customer loyalty program Build engagement and relationship with members Monitor customer loyalty program benefits to the enterprise and the customer Optimize loyalty program value to both the enterprise and the customer

    3.3. Develop and manage marketing plans

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

      3.3.2. Establish marketing budgets Confirm marketing alignment to business strategy Determine costs of marketing Create marketing budget Determine projected ROI for marketing investment

      3.3.3. Develop and manage pricing Understand resource requirements for each product/service and delivery channel/method Determine corporate incentives Determine pricing based on volume/unit forecast Execute pricing plan Evaluate pricing performance Refine pricing as needed Implement promotional pricing programs Implement other retail pricing programs Communicate and implement price changes Achieve regulatory approval for pricing

      3.3.4. Develop and manage promotional activities Define promotional concepts and objectives Develop marketing messages Define target audience Plan and test promotional activities Execute promotional activities Evaluate promotional performance metrics Refine promotional performance metrics Incorporate learning into future/planned consumer promotions

      3.3.5. Track customer management measures Determine customer lifetime value Analyze customer revenue trend Analyze customer attrition and retention rates Analyze customer metrics Revise customer strategies, objectives, and plans based on metrics

      3.3.6. Analyze and respond to customer insight Monitor and respond to social media activity Analyze customer website activity Analyze customer purchase patterns Develop business rules to provide personalized offers Monitor effectiveness of personalized offers and adjust offers accordingly

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

      3.3.8. Manage product marketing content Manage product images Manage product copy

    3.4. Develop sales strategy

      3.4.1. Develop sales forecast Gather current and historic order information Analyze sales trends and patterns Generate sales forecast Analyze historical and planned promotions and events

      3.4.2. Define distribution strategy Determine distribution channels Determine distribution channel fit with products and services Understand distribution objectives and identify gaps with existing strategy

      3.4.3. Develop sales partner/alliance relationships Identify alliance opportunities Design alliance programs and methods for selecting and managing relationships Select alliances Develop customer trade strategy and customer objectives/targets Define trade programs and funding options Conduct planning activities for major trade customers Develop partner and alliance management strategies Establish partner and alliance management goals Establish partner and alliance agreements Develop promotional and category management calendars (trade marketing calendars) Create strategic and tactical sales plans by customer Communicate planning information to customer teams

      3.4.4. Establish overall sales budgets Calculate product market share Calculate product revenue Determine variable costs Determine overhead and fixed costs Calculate net profit Create budget

      3.4.5. Establish sales goals and measures

      3.4.6. Establish customer management measures

    3.5. Develop and manage sales plans

      3.5.1. Manage leads/opportunities Identify potential customers Identify/receive leads/opportunities Validate and qualify leads/opportunities Match opportunities to business strategy Develop opportunity win plans Manage opportunity pipeline Determine sales resource allocation Manage customer sales calls

 Perform sales calls

 Perform pre-sales activities

 Manage customer meetings/workshops

 Close the sale

 Record outcome of sales process

      3.5.2. Manage customers and accounts Select key customers/accounts Develop sales/key account plan Manage sales/key account plan Establish corporate volume agreement for new accounts Renew corporate volume agreement for existing accounts Manage customer relationships Manage customer master data

 Collect and merge internal and third-party customer information

 De-duplicate customer data

      3.5.3. Develop and manage sales proposals, bids, and quotes Receive Request For Proposal (RFP)/Request For Quote (RFQ) Refine customer requirements Review RFP/RFQ request Perform competitive analysis Validate with strategy/business plans Understand customer business and requirements Develop solution and delivery approach Identify staffing requirements Develop pricing and scheduling estimates Conduct profitability analysis Manage internal reviews Manage internal approvals Submit/present bid/proposal/quote to customer Revise bid/proposal/quote Manage notification outcome

      3.5.4. Manage sales orders Accept and validate sales orders Collect and maintain account information

 Administer key account details

 Retrieve full customer details

 Modify involved party details

 Record address details

 Record contact details

 Record key customer communication profile details

 Review involved party information

 Terminate involved party information Determine availability Determine fulfillment process Enter orders into system Identify/perform cross-sell/up-sell activity Process back orders and updates Handle order inquiries including post-order fulfillment transactions Process bookings/reservations and payments Resolve ticketing Issues Transfer Passenger Name Records (PNR) to airport and other check-in systems

      3.5.5. Manage sales partners and alliances Provide sales and product/service training to sales partners/alliances Provide certification enablement training

 Manage certifications and skills

 Provide support to partners/alliances

 Provide marketing materials to sales partners/alliances Develop sales forecast by partner Negotiate distribution service fees/agent commission Establish distribution agreements Evaluate partner/alliance results Manage sales partner/alliance master data

    3.6. Perform revenue management (passenger and cargo)

      3.6.1. Monitor and Manage Inventory Determine dilution and displacement from codeshares

      3.6.2. Monitor and manage customer demand Determine most profitable markets Forecast demand at each fare class Allocate inventory at each bucket (fare class, channel) Monitor corporate business account holders news Determine individual incentives Determine overbooking quota by channel, fare class Optimize Demand management

      3.6.3. Maximize yield Identify capacity optimization opportunities Initiate tactical pricing adjustments to maximize revenue

      3.6.4. Manage reservations centers Schedule and manage call center staff Manage and monitor inbound calls Manage and monitor outbound calls

      3.6.5. Manage airline websites Develop content updates as needed Populate site with relevant sale and fare information Manage external content from service provider and other sources

      3.6.6. Manage corporate sales

      3.6.7. Manage travel agency sales

      3.6.8. Manage third party electronic distribution Manage relationships with wholesale distributors Manage relationships with consolidators Manage relationships with other distributors (cruise lines etc.)

      3.6.9. Manage alliances Develop sales forecast by alliance Determine revenue sharing with alliance partners Establish alliance agreements Evaluate alliance performance

      3.6.10. Develop alliances Identify alliance opportunities Design alliance programs and methods for selecting and managing relationships Select alliances Develop alliance management strategies Establish alliance management goals

4. Deliver Physical Products

    4.1. Plan for and align supply chain resources

      4.1.1. Develop production and materials strategies Define manufacturing goals Define labor and materials policies Define outsourcing policies Define capital expense policies Define capacities Define production network and supply constraints Develop Long-term capacity plan and structure Define production process Define standard operating procedures Define production workplace layout and infrastructure

      4.1.2. Manage demand for products and services Manage product/service availability Develop baseline forecasts Collaborate with customers Develop consensus forecast Determine available to promise Monitor activity against forecast and revise forecast Evaluate and revise forecasting approach Measure forecast accuracy Prepare and review operations plan

      4.1.3. Plan distribution requirements

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

      4.1.5. Create master production schedule Model production network to enable simulation and optimization Create master production schedule Maintain master production schedule

      4.1.6. Plan distribution requirements Maintain master data Manage requirements at channel Manage requirements for partners/alliances Determine finished goods inventory requirements at destination Determine product storage facility requirements Calculate requirements at destination Calculate consolidation at source Manage collaborative replenishment planning Calculate and optimize destination dispatch plan Manage dispatch plan attainment Calculate and optimize destination load plans Manage partner load plan Manage cost of supply Manage capacity utilization

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

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

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

    4.2. Procure materials and services

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

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

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

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

    4.3. Produce/Manufacture/Deliver product

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

      4.3.2. Produce product Manage raw material inventory Execute detailed line schedule Report maintenance issues Rerun defective items Monitor and optimize production process

 Automate and control plant

 Perform advanced process control

 Perform real-time optimization

 Manage plant alarms and alerts Assess production performance

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

      4.3.4. Maintain production records and manage lot traceability Determine lot numbering system Determine lot use

    4.4. Manage flight operations

      4.4.1. Manage aircraft assignment and routing Assign aircraft tail numbers to flight legs Evaluate maintenance requirements Turn over assignment schedule to systems operation control (SOC)

      4.4.2. Manage gates Define gate assignments and schedule

 Review flight schedule and aircraft types

 Determine schedule based upon constraints Produce ground crew assignment plan and assign crew

 Determine management of gates (by zone or by gate)

 Determine available gates

 Review crew schedule and assign crew

      4.4.3. Prepare to close out flight Estimate and refine aircraft load

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

 Determine fuel requirements

 Create and sign off on load plan

 Manage dangerous goods

 Perform final balance trim at aircraft side

 Communicate final load to pilot Close out gate

    4.5. Provide airline services to passengers

      4.5.1. Manage customer departures Manage check-in Manage security processing Manage pre-departure gate process Manage passenger boarding process

      4.5.2. Monitor customer transfers Provide transfer flight information Provide transit check-in service Manage transfers to/from non-interline partners

      4.5.3. Manage customer arrivals Meet and assist incoming passengers Manage security/customs and immigration Manage customer loyalty arrival lounges

      4.5.4. Provide baggage services Provide outbound baggage services

 Conduct baggage security checks

 Sort baggage and transport to aircraft Provide transfer baggage services Provide inbound baggage services

 Unload local baggage from flight

 Transfer baggage to baggage claim Provide baggage recovery services Manage baggage handling operations

    4.6. Manage crew and ramp operations

      4.6.1. Manage flight crew preparations Determine bid schedule

 Determine resource requirement

 Determine reserves required

 Provide bid services Manage crew bid process Book crew accommodations Produce assignment plans

      4.6.2. Manage cockpit operations Develop flight plan and submit to air traffic control Perform pre-flight checks Prepare for departure Conduct take-off Monitor weather Prepare for arrival

      4.6.3. Manage flight crew reporting Prepare in-flight incident reports Prepare maintenance reports

      4.6.4. Perform cabin services Conduct pre-departure activities

 Assist passengers with boarding

 Verify passenger identity

 Conduct pre-flight briefing of crew

 Manage onboard catering

 Perform safety briefing

 Complete cabin check Conduct in-flight activities

 Administer entertainment

 Prepare, serve and dispose of food and beverages

 Sell duty-free

 Retrieve connecting gate information

 Conduct emergency procedures Conduct post-flight activities

 Assist passengers de-planning

 Complete post-flight report

 Provide post-crew report

 Monitor crew performance

      4.6.5. Manage ramp operations Provide catering Provide cabin cleaning services Provide fuel servicing Provide water servicing De-ice aircraft

    4.7. Manage logistics and warehousing

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

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

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

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

5. Deliver Services

    5.1. Establish service delivery governance and strategies

      5.1.1. Establish service delivery governance Set up and maintain service delivery governance and management system Manage service delivery performance Manage service delivery development and direction Solicit feedback from customer on service delivery satisfaction

      5.1.2. Develop service delivery strategies Define service delivery goals Define labor policies Evaluate resource availability Define service delivery network and supply constraints Define service delivery process Review and validate service delivery procedures Define service delivery workplace layout and infrastructure

    5.2. Manage service delivery resources

      5.2.1. Manage service delivery resource demand Monitor pipeline Develop baseline forecasts Collaborate with customers Develop consensus forecast Determine availability of skills to deliver on current and forecast customer orders Monitor activity against forecast and revise forecast Evaluate and revise forecasting approach Measure forecast accuracy

      5.2.2. Create resource plan Define and manage skills taxonomy Create resource plan Match resource demand with capacity, skills, and capabilities Collaborate with suppliers and partners to supplement skills and capabilities Identify critical resources and supplier capacity Monitor and manage resource capacity and availability

      5.2.3. Enable service-delivery resources Develop training plan Develop training materials Manage training schedule Deliver operations training Deliver technical training Perform skill and capability testing Evaluate training effectiveness

    5.3. Deliver service to customer

      5.3.1. Initiate service delivery Review contract and agreed terms Understand customer requirements and define refine approach Modify/revise and approve project plan Review customer business objectives Confirm environmental readiness Identify, select, and assign resources

 Establish people objectives

 Establish engagement rules Plan for service delivery

      5.3.2. Execute service delivery Analyze environment and customer needs Define solution Validate solution Identify changes Obtain approval to proceed Make build/buy solution Deploy solution

      5.3.3. Complete service delivery Conduct service delivery/project review and evaluate success Complete/finalize financial management activities Confirm delivery according to contract terms Release resources Manage service delivery completion Harvest knowledge Archive records and update systems

6. Manage Customer Service

    6.1. Develop customer care/customer service strategy

      6.1.1. Define customer service requirements across the enterprise

      6.1.2. Define customer service experience

      6.1.3. Define and manage customer service channel strategy

      6.1.4. Develop customer service segmentation/prioritization (e.g., tiers) Manage customer information Analyze existing customers Analyze customer needs

      6.1.5. Define customer service policies and procedures

      6.1.6. Establish target service level for each customer segment

      6.1.7. Define warranty offering Determine and document warranty policies Create and manage warranty rules/claim codes for products Agree warranty responsibilities with suppliers Define warranty related offerings for customers Communicate warranty policies and offerings

      6.1.8. Develop recall strategy

    6.2. Plan and manage customer service contacts

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

      6.2.2. Manage customer service problems, requests, and inquiries Receive customer problems, requests, and inquiries Analyze problems, requests, and inquiries Resolve customer problems, requests, and inquiries Respond to customer problems, requests, and inquiries Identify and capture upsell/cross-sell opportunities Deliver opportunity to sales team

      6.2.3. Manage customer complaints Receive customer complaints Route customer complaints Resolve customer complaints Respond to customer complaints Analyze customer complaints and response/redressal

      6.2.4. Process returns Authorize return Process return and record reason

      6.2.5. Report incidents and risks to regulatory bodies

    6.3. Service products after sales

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

 Define issue

 Investigate issue/perform root cause analysis

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

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

      6.3.3. Service products Identify and schedule resources to meet service requirements

 Create resourcing plan and schedule

 Create service order fulfillment schedule Provide service to specific customers

 Organize daily service order fulfillment schedule

 Execute product repair

 Manage service order fulfillment

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

      6.3.5. Salvage or repair returned products Perform salvage activities Manage repair/refurbishment and return to customer/stock

    6.4. Manage product recalls and regulatory audits

      6.4.1. Initiate recall

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

      6.4.3. Manage recall related communications

      6.4.4. Submit regulatory reports

      6.4.5. Monitor and audit recall effectiveness

      6.4.6. Manage recall termination

    6.5. Evaluate customer service operations and customer satisfaction

      6.5.1. Measure customer satisfaction with customer problems, requests, and inquiries handling Solicit customer feedback on customer service experience Analyze customer service data and identify improvement opportunities Provide customer feedback to product management on customer service experience

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

      6.5.3. 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 Solicit customer feedback on cross-channel experience Analyze product and service satisfaction data and identify improvement opportunities Provide feedback and insights to appropriate teams (product design/development, marketing, manufacturing)

      6.5.4. Evaluate and manage warranty performance Measure customer satisfaction with warranty handling and resolution Monitor and report on warranty management metrics Identify improvement opportunities Identify opportunities to eliminate warranty waste Investigate fraudulent claims

      6.5.5. Evaluate recall performance

7. Develop and Manage Human Capital

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

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

      7.1.2. Develop and implement workforce strategy and policies Gather skill requirements according to corporate strategy and market environment Plan employee resourcing requirements per business unit/organization Develop compensation plan Establish incentive plan Develop succession plan Develop high performers/leadership programs Develop employee diversity plan Develop training program Develop recruitment program Develop other HR programs Develop HR policies Administer HR policies Plan employee benefits Develop workforce strategy models Implement workforce strategy models

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

      7.1.4. Develop competency management models

    7.2. Recruit, source, and select employees

      7.2.1. Manage employee requisitions Align staffing plan to work force plan and business unit strategies/resource needs Develop and maintain job descriptions Open job requisitions Post job requisitions Modify job requisitions Manage internal/external job posting Web sites Notify hiring manager Manage requisition dates

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

      7.2.3. Screen and select candidates Identify and deploy candidate selection tools Interview candidates Test candidates Select and reject candidates

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

      7.2.5. Manage applicant information Obtain candidate background information Create applicant record Manage/track applicant data

 Complete position classification and level of experience Archive and retain records of non- hires

    7.3. Develop and counsel employees

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

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

      7.3.3. Manage employee development Define employee development guidelines Develop employee career plans and career paths Manage employee skill and competency development

      7.3.4. Develop and train employees Align employee with organization development needs Define employee competencies 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 Manage examinations and certifications

 Liaise with external certification authorities

 Administer certification tests

 Appraise experience qualifications

 Administer certificate issue and maintenance

      7.3.5. Manage air crew qualifications Qualify pilot on aircraft Qualify flight attendant on aircraft

    7.4. Manage employee relations

      7.4.1. Manage labor relations

      7.4.2. Manage collective bargaining process

      7.4.3. Manage labor management partnerships

      7.4.4. Manage employee grievances

    7.5. Reward and retain employees

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

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

      7.5.3. 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

      7.5.4. Administer payroll

    7.6. Redeploy and retire employees

      7.6.1. Manage promotion and demotion process

      7.6.2. Manage separation

      7.6.3. Manage retirement

      7.6.4. Manage leave of absence

      7.6.5. Develop and implement employee outplacement

      7.6.6. Manage workforce scheduling Receive required resources/skills and capabilities Manage resource deployment

      7.6.7. Relocate employees and manage assignments Manage expatriates

    7.7. Manage employee information and analytics

      7.7.1. Manage reporting processes

      7.7.2. Manage employee inquiry process

      7.7.3. Manage and maintain employee data

      7.7.4. Manage human resource information systems HRIS

      7.7.5. Develop and manage employee metrics

      7.7.6. Develop and manage time and attendance systems

      7.7.7. Manage/Collect employee suggestions and perform employee research

    7.8. Manage employee communication

      7.8.1. Develop employee communication plan

      7.8.2. Conduct employee engagement surveys

      7.8.3. Deliver employee communications

8. Manage Information Technology

    8.1. Manage the business of information technology

      8.1.1. Develop the enterprise IT strategy 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 roadmap to develop IT capabilities in support of business objectives

      8.1.2. Define the enterprise architecture Establish the current and future 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

      8.1.3. 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

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

      8.1.5. Evaluate and communicate IT business value and performance Establish and monitor key performance indicators Evaluate IT plan performance Communicate IT value

    8.2. Develop and manage IT customer relationships

      8.2.1. 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

      8.2.2. 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

      8.2.3. 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

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

      8.2.5. 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

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

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

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

    8.4. Manage enterprise information

      8.4.1. Develop information and content management strategies 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

      8.4.2. 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

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

      8.4.4. 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

    8.5. Develop and maintain information technology solutions

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

      8.5.2. 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

      8.5.3. 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

      8.5.4. 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

      8.5.5. 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

    8.6. Deploy information technology solutions

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

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

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

    8.7. Deliver and support information technology services

      8.7.1. 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

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

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

      8.7.4. Support IT services and solutions Deliver IT services and solutions Perform IT operations support services

      8.7.5. Manage IT infrastructure operations Manage availability Manage facilities Manage backup/recovery Manage performance and capacity Manage incidents Manage problems Manage inquiries

9. Manage Financial Resources

    9.1. Perform planning and management accounting

      9.1.1. Perform planning/budgeting/forecasting Develop and maintain budget policies and procedures Prepare periodic budgets and plans Operationalize and implement plans to achieve budget Prepare periodic financial forecasts Perform variance analysis against forecasts and budgets

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

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

      9.1.4. 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

    9.2. Perform revenue accounting

      9.2.1. Process customer credit Establish credit policies Analyze/Approve new account applications Analyze credit scoring history Forecast credit scoring requirement Review existing accounts Produce credit/collection reports Reinstate or suspend accounts based on credit policies

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

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

      9.2.4. 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 Perform recovery workout Manage default accounts

      9.2.5. 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

    9.3. Perform general accounting and reporting

      9.3.1. Manage policies and procedures Negotiate service-level agreements Establish accounting policies Set and enforce approval limits Establish common financial systems

      9.3.2. Perform general accounting Maintain chart of accounts Process journal entries Process allocations Process period end adjustments Post and reconcile intercompany transactions Reconcile general ledger accounts Perform consolidations and process eliminations Prepare trial balance Prepare and post management adjustments

      9.3.3. 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

      9.3.4. 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 Perform legal and management consolidation

    9.4. Manage fixed-asset project accounting

      9.4.1. 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

      9.4.2. 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

    9.5. Process payroll

      9.5.1. 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

      9.5.2. 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

      9.5.3. Process payroll taxes Develop tax plan Manage tax plan Calculate and pay applicable payroll taxes Produce and distribute employee annual tax statements File regulatory payroll tax forms

    9.6. Process accounts payable and expense reimbursements

      9.6.1. 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

      9.6.2. 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

    9.7. Manage treasury operations

      9.7.1. 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

      9.7.2. 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

      9.7.3. 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

      9.7.4. Manage debt and investment Establish investment policy 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

      9.7.5. Monitor and execute risk and hedging transactions Develop risk management/hedging strategy Manage interest rate risk

 Manage interest rate market data

 Determine interest rate exposure for all markets

 Determine interest rate hedge requirements in accordance with risk policy

 Execute interest rate trades Manage foreign exchange risk

 Manage foreign exchange market data

 Determine foreign exchange exposure for all currencies

 Determine foreign exchange hedge requirements in accordance with risk policy

 Execute foreign exchange trades

 Mange foreign exchange balance sheet risk Manage exposure risk

 Determine current customer exposures and limit exceptions

 Resolve customer exposure limit violations

 Manage customer collateral

 Perform annual customer credit reviews Execute hedging transactions

 Measure physical positions

 Establish hedges

 Unwind hedges Evaluate and refine hedging positions Monitor credit Produce hedge accounting transactions and reports

      9.7.6. Manage financial fraud/dispute cases

    9.8. Manage internal controls

      9.8.1. Establish internal controls, policies, and procedures 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

      9.8.2. 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

      9.8.3. Report on internal controls compliance Report to external auditors Report to regulators, share-/debt-holders, securities exchanges, etc. Report to third parties Report to internal management

    9.9. Manage taxes

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

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

    9.10. Manage international funds/consolidation

      9.10.1. Monitor international rates

      9.10.2. Manage transactions

      9.10.3. Monitor currency exposure/hedge currency

      9.10.4. Report results

    9.11. Perform global trade services

      9.11.1. Screen sanctioned party list

      9.11.2. Control exports and imports

      9.11.3. Classify products

      9.11.4. Perform currency conversion

      9.11.5. Calculate duty

      9.11.6. Communicate with customs

      9.11.7. Document trade

      9.11.8. Process trade preferences

      9.11.9. Handle restitution

      9.11.10. Prepare letter of credit

10. Acquire, Construct and Manage Assets

    10.1. Plan and acquire assets

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

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

      10.1.3. Provide workspace and facilities Acquire workspace and facilities Change fit/form/function of workspace and facilities

      10.1.4. Manage facilities operations Relocate people Relocate material and tools

    10.2. Plan and execute maintenance services

      10.2.1. Obtain and schedule maintenance work Manage maintenance accounts Manage maintenance scheduling Perform maintenance demand and resource planning Produce maintenance crew assignment plan

      10.2.2. Manage configuration Manage technical publications Phase in aircraft type Phase in engine type Phase in component type Phase in aircraft work Manage safety, reliability, and ownership obligations

      10.2.3. Perform maintenance design services Manage design and modification projects Carry-out design and development activities Prepare repair scheme

      10.2.4. Manage maintenance materials and services Manage maintenance capacity plan Manage materials and service strategy

      10.2.5. Manage maintenance plan

      10.2.6. Perform routine maintenance and certify work Perform line/ramp maintenance work Perform hanger maintenance work Perform engine work Perform component work Perform Ground Support Equipment (GSE) work

      10.2.7. Perform corrective maintenance

    10.3. Design and construct productive assets

      10.3.1. Manage capital program for productive assets Define capital investment plan Monitor capital program Secure construction financing

      10.3.2. Design and plan asset construction Develop construction strategy Perform construction performance management Obtain construction permissions Design assets Plan construction resources

      10.3.3. Schedule and perform construction work Schedule work Obtain resources Construct new assets Augment existing assets Renew/Replace assets

      10.3.4. Manage asset construction Monitor work performance Undertake quality control Create work and asset records Manage safety, security, and access to sites

    10.4. Maintain productive assets

      10.4.1. Plan asset maintenance Develop maintenance strategies

      10.4.2. Analyze assets and predict maintenance requirements Specify maintenance policies Integrate preventive maintenance into operations schedule Identify work management tasks & priorities Conduct resource planning Create work plans

      10.4.3. Manage asset maintenance Schedule work Obtain required resources Undertake quality control Update work and asset records Manage maintenance work safety Define maintenance performance targets Monitor maintenance performance against targets/contracts

      10.4.4. Perform asset maintenance Perform preventative asset maintenance Perform routine asset maintenance Perform corrective asset maintenance and repairs Identify unplanned maintenance requirements Perform unplanned maintenance and repairs

    10.5. Dispose of assets

      10.5.1. Develop exit strategy

      10.5.2. Decommission productive assets

      10.5.3. Perform sale or trade

      10.5.4. Perform abandonment

      10.5.5. Phase out aircrafts, engines, and components

      10.5.6. Perform waste and hazardous goods management

    10.6. Obtain and commission assets, equipment, and tools

      10.6.1. Develop ongoing maintenance policies for productive assets

      10.6.2. Obtain and commission equipment Obtain equipment Commission equipment

      10.6.3. Obtain aircrafts, engines and components

11. Manage Enterprise Risk, Compliance, Remediation and Resiliency

    11.1. Manage enterprise risk

      11.1.1. Establish the enterprise risk framework and policies 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

      11.1.2. 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

      11.1.3. 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

      11.1.4. 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

    11.2. Manage compliance

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

      11.2.2. 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 regulatory compliance position and existing controls Compile and communicate compliance scorecard(s) Compile and communicate internal and regulatory compliance reports Maintain relationships with regulators as appropriate Report to external regulatory bodies

 Report safety incidents

    11.3. Manage remediation efforts

      11.3.1. Create remediation plans

      11.3.2. Contact and confer with experts

      11.3.3. Identify/Dedicate resources

      11.3.4. Investigate legal aspects

      11.3.5. Investigate damage cause

      11.3.6. Amend or create policy

    11.4. Manage business resiliency

      11.4.1. Develop the business resilience strategy

      11.4.2. Perform continuous business operations planning

      11.4.3. Test continuous business operations

      11.4.4. Maintain continuous business operations

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

12. Manage External Relationships

    12.1. Build investor relationships

      12.1.1. Plan, build, and manage lender relations

      12.1.2. Plan, build, and manage analyst relations

      12.1.3. Communicate with shareholders

    12.2. Manage government and industry relationships

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

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

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

      12.2.4. Manage air traffic control/airport relationships

      12.2.5. Manage lobby activities

    12.3. Manage relations with board of directors

      12.3.1. Report results

      12.3.2. Report audit findings

    12.4. Manage legal and ethical issues

      12.4.1. Create ethics policies

      12.4.2. Manage corporate governance policies

      12.4.3. Develop and perform preventive law programs

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

      12.4.5. 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

      12.4.6. Protect intellectual property Manage copyrights, patents, and trademarks Maintain intellectual property rights and restrictions Administer licensing terms Administer options

      12.4.7. Resolve disputes and litigations

      12.4.8. Provide legal advice/counseling

      12.4.9. Negotiate and document agreements/contracts

    12.5. Manage public relations program

      12.5.1. Manage community relations

      12.5.2. Manage media relations

      12.5.3. Promote political stability

      12.5.4. Create press releases

      12.5.5. Issue press releases

13. Develop and Manage Business Capabilities

    13.1. Manage business processes

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

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

      13.1.3. Define processes Scope processes Analyze processes

 Identify published best practices Model and document processes Publish processes

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

 Identify additional metrics as required

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

    13.2. Manage portfolio, program, and project

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

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

      13.2.3. 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

 Acquire/secure project 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

    13.3. Manage enterprise quality

      13.3.1. 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

      13.3.2. 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

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

      13.3.4. 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

    13.4. Manage change

      13.4.1. Plan for change Select process improvement methodology Assess readiness for change Determine stakeholders Identify change champion(s) Form design team Define scope Understand current state Define future state Conduct organizational risk analysis Assess cultural issues Identify impacted groups Determine degree/extent of impact Establish accountability for change management Identify barriers to change Determine change enablers Identify resources and develop measures

      13.4.2. Design the change Assess connection to other initiatives Develop change management plans Develop training plan Develop communication plan Assign change champion(s) Develop rewards/incentives plan Establish change adoption metrics Establish/Clarify new roles Identify budget/roles

      13.4.3. Implement change Create commitment for improvement/change Reengineer business processes and systems Support transition to new roles or exit strategies for incumbents Monitor change Report on change

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

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

      13.5.1. 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

      13.5.2. 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

    13.6. Measure and benchmark

      13.6.1. Create and manage organizational performance strategy Create enterprise measurement systems model Measure process productivity Measure cost effectiveness Measure staff efficiency Measure cycle time

      13.6.2. Benchmark performance Conduct performance assessments Develop benchmarking capabilities Conduct internal process and external competitive benchmarking Conduct gap analysis Establish need for change

      13.6.3. Evaluate process performance Establish appropriate performance indicators (metrics) Establish monitoring frequency Collect data Calculate performance measures Identify performance trends Analyze performance against benchmark data Prepare reports Develop performance improvement plan

    13.7. Manage environmental health and safety (EHS)

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

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

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

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


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