Бизнес-процессы и оргструктура / Типовые процессы и процессные модели

Процессная модель APQC Consumer Electronics (Производство и продажа бытовой электроники)

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Процессная модель APQC Consumer Electronics

Рисунок 1. Процессы верхнего уровня модели APQC Consumer Electronics

Перечень процессов модели APQC Consumer Electronics 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 Monitor intellectual property concerns Evaluate IP acquisition options - external IP licensing

      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

      1.2.3. Develop and Select business strategies Develop B2B strategy

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

      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. Design, Manage and Develop Products and Services

    2.1. Design products and services

      2.1.1. Analyze market segments, portfolios and technologies Identify market segments Develop and manage product range architecture Identify brand and portfolio gaps

      2.1.2. Define product/service development requirements Identify potential improvements to existing products and services

 Derive requirements from social media and tools Identify potential new products and services Translate retailer/shopper/consumer wants and needs into market/product/service opportunities

 Derive interoperability requirements for products & services

 Derive safety requirements for products & services

 Derive security requirements for products & services

 Derive regulatory compliance requirements

 Derive requirements from industry standards

 Develop user experience design specifications

 Derive ‘services-as-a-product’ offering Define service model Identify design/development performance indicators

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

      2.1.4. Evaluate performance of existing products/services against market opportunities Evaluate new product/service ideas against existing product, new product development portfolio and past products

      2.1.5. 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 Identify and refine stability indicators

      2.1.6. Design products and services Prepare high-level business case and technical assessment Develop product/service design specifications Develop warranty strategy plan Design and manage product data, design and bill of materials Document design specifications Design for manufacturing Design for product servicing Design for re-manufacturing Review product troubleshooting methodology Design for product upgrades

    2.2. Manage products and services

      2.2.1. Manage product and service life cycle Develop plan for new product development and introduction Introduce new products/services Retire outdated products/services Identify and refine performance indicators

      2.2.2. Manage and control design of products and services Conduct mandatory and elective external reviews (legal, regulatory, standards, internal) Review infringement of patents and copyrights Determine Patent and Copyright needs for the Products and Services

      2.2.3. Manage product and service master data

    2.3. Develop products and services

      2.3.1. Build products and services Assign resources to product/service project Develop product hardware and software Develop services Build prototypes Build proof of concept Evaluate design based on critical to quality parameters Analyze design specifications for improvements Eliminate quality and reliability, scalability, availability problems Prepare gating criteria for product development milestones and targets

      2.3.2. Evaluate products and services Conduct product pre-certification Conduct in-house product/service testing and evaluate feasibility Validate product conformance to qualify for industry specific product certification Validate product conformance to qualify for country specific product certification

      2.3.3. 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 Identify requirements for changes to manufacturing/delivery processes

      2.3.4. Prepare for production Collaborate on design with suppliers and contract manufacturers Establish manufacturing process Identify and develop new tools, fixtures and equipment Establish production part approval process Develop and test prototype production and/or service delivery process Design and obtain necessary materials and equipment Install and validate production process or methodology Optimize manufacturing process and resources Conduct quality control process Build final distribution and production plans Develop final product and manufacturing costs

      2.3.5. Launch products/services Develop packaging Order Packaging and ingredients Design to reduce transit failures and damages Design for efficient handling of reverse logistics Manufacture and release finished product Distribute Product

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

      2.3.7. Post launch review Review market performance Review effectiveness of supply chain and distribution network Review quality and performance of the product Conduct financial review

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 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

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

      3.2.3. Develop and manage brands Develop marketing strategy for new and existing brands Define brand equity position Access brand performance management

      3.2.4. Develop marketing communication strategy Develop customer communication calendar Define PR strategy Define direct marketing strategy Define internal marketing communication strategy Identify new media for marketing communication Define new media communication strategy Define In-store and POS communication strategy

      3.2.5. Develop customer experience strategy Define customer segment based experience Define customer loyalty program Define customer lifecycle/value based strategy Define tailored product and services experience Define customer acquisition strategy Define customer retention strategy Deliver multichannel consumer experience Define marketing channel innovation strategy Define marketing channel innovation framework

      3.2.6. Define and manage channel strategy Evaluate channel attributes and partners Determine channel fit with target segments Select channels for target segments Develop engagement plan for new media channel

    3.3. Develop sales strategy

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

      3.3.2. Develop sales partner/alliance relationships Identify alliance opportunities Design alliance programs and methods for selecting and managing relationships Select alliances Develop partner and alliance management strategies Establish partner and alliance management goals

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

      3.3.4. Establish sales goals and measures Define sales goals for external sales channels Define sales goal for internal sales channels

      3.3.5. Establish customer management measures

    3.4. Develop and manage marketing plans

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

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

      3.4.3. Develop and manage media 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

      3.4.4. Develop and manage pricing Determine pricing based on volume/unit forecast Execute pricing plan Evaluate pricing performance Refine pricing as needed

      3.4.5. 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 consumer promotions

      3.4.6. Manage marketing assets Manage digital marketing assets Manage physical marketing assets Manage product and services marketing content Deploy digital asset management repository Plan physical assets management activities

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

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

      3.4.9. Manage marketing operations Manage data quality from multi-geographic operations Develop and use standardized reporting and marketing matrices

    3.5. Develop and manage sales plans

      3.5.1. Generate leads Produce and manage sales collateral Identify potential customers Identify leads

      3.5.2. Manage customers and accounts Develop sales/key account plan Manage customer relationships Manage customer master data

      3.5.3. Manage customer sales Perform sales calls Perform pre-sales activities Close the sale Record outcome of sales process

      3.5.4. Manage sales orders Accept and validate sales orders Collect and maintain customer account information Determine availability Determine fulfillment process Enter orders into system and identify/perform cross-sell/up-sell activity Process back orders and updates Handle order inquiries including post-order fulfillment transactions

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

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

      3.5.7. Co-ordinate with multi brand retail store in operations Perform inventory management of own brand products Review product placement inside store/designated area Capture shopper insights from retailer's loyalty program Define merchandising activities Collect and analyze retailer's POS data Manage in-store point of purchase displays Optimize on-shelf availability

4. Deliver Products and Services

    4.1. Plan for and align supply chain resources

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

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

      4.1.3. 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

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

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

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

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

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

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

    4.2. Perform Procurement and Contract Manufacturing

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

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

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

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

    4.3. Manufacture/Produce product

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

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

      4.3.3. Perform quality testing Calibrate test equipment Perform testing using the standard testing procedure Record test results

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

    4.4. Deliver service to customer

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

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

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

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

      4.4.5. Define, manage and fulfill warranty services Define warranty terms for each product Identify preferred warranty fulfillment vendor(s) Provide services as per the terms Define warranty polices Define warranty contracts Define claim transaction functionalities and steps involved Set up claims administration process Detail out claim approvals, checks and balances Perform Warranty Analytics and experience check

      4.4.6. Manage Software as a service(SAAS) Identify SAAS-related products and services Identify and activate SAAS licensing terminals Capture customer SAAS usage data Identify SAAS services and upgrades Identify SAAS warranty support needs

    4.5. Manage logistics and warehousing

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

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

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

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

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

      4.5.6. Manage spare parts Manage information flow between repair stations Capture spare part warranty information from suppliers Manage spare parts demand planning exercises Develop spare part pricing mechanism Define spare parts delivery terms and condition with suppliers Establish single point of contact at service call centers Establish reverse logistics to reclaim parts are under warranty from suppliers Process parts purchase order Process inbound parts and confirm receipt Manage warehousing and storage Maintain physical inventory Perform parts cross-docking Control quality of returned parts Process sales order Process outbound parts Execute parts transportation Perform billing Process complaints Process product service letter Monitor and control supply chain

5. Manage Customer and Consumer Service

    5.1. Develop consumer care/service strategy

      5.1.1. Establish service levels for consumers

      5.1.2. Align consumer service KPI's with overall corporate vision/strategy

      5.1.3. Define consumer service channel strategy Define services delivery strategy Define location/service delivery site

      5.1.4. Define consumer service indirect channel strategy Define social channels Define social media listening tools/channels

    5.2. Plan and manage consumer service operations

      5.2.1. Plan and manage consumer service work force/customer care agents Forecast volume of consumer service contracts Schedule consumer service work force Track work force utilization Monitor and evaluate quality of consumer interactions with consumer service representatives

      5.2.2. Manage consumer service requests/inquiries Check warranty eligibility Receive consumer requests/inquiries Route consumer requests/inquiries Respond to consumer requests/inquiries

      5.2.3. Manage consumer complaints Receive consumer complaints Route consumer complaints Schedule repair appointments Resolve consumer complaints Create Remote Repair facility

      5.2.4. Manage consumer service knowledge

      5.2.5. Manage Returns Receive returns merchandize authorization Process returns merchandize authorization

      5.2.6. Manage upsell/cross sell Identify and capture upsell/cross-sell opportunities

    5.3. Measure and evaluate consumer satisfaction

      5.3.1. Measure consumer satisfaction level for consumer requests/inquiries Solicit consumer feedback on customer service experience Analyze consumer service data and identify improvement opportunities

      5.3.2. Measure consumer satisfaction of customer-complaint handling and resolution Solicit consumer feedback on complaint handling and resolution Analyze consumer complaint data and identify improvement opportunities

      5.3.3. Measure consumer satisfaction with products and services Solicit post-sale consumer feedback on products and services Collect product return reasons Analyze product and service satisfaction data and identify improvement opportunities Feedback the insights to product development and marketing teams

    5.4. Develop customer care/customer service strategy

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

      5.4.2. Define customer service policies and procedures

      5.4.3. Establish service levels for customers

    5.5. Plan and manage customer service operations

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

      5.5.2. Manage customer service requests/inquiries Check warranty/service eligibility Receive customer requests/inquiries Route customer requests/inquiries Respond to customer requests/inquiries

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

      5.5.4. Manage customer service knowledge

      5.5.5. Manage returns Receive returns merchandize authorization Process returns merchandize authorization

      5.5.6. Manage up-sell/cross-sell Identify and capture up-sell/cross-sell opportunities Handover opportunities to sales effectively

    5.6. Measure and evaluate customer service operations

      5.6.1. Identify key metrics for assessing customer service

      5.6.2. Track performance against customer service scorecard

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

      5.6.4. Measure customer satisfaction with customer-complaint handling and resolution Solicit customer feedback on complaint handling and resolution Analyze customer complaint data and identify improvement opportunities

      5.6.5. Measure customer satisfaction with products and services Gather and solicit post-sale customer feedback on products and services Solicit post-sale customer feedback on ad effectiveness Collect warranty data and product return reasons Analyze product and service satisfaction data and identify improvement opportunities Provide feedback for manufacturing issues to Contract manufacturers and product design to the design tea

6. Develop and Manage Human Capital

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

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

      6.1.2. Develop and implement 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 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 work force strategy models

      6.1.3. Monitor and update strategy, plans, and policies Measure realization of objectives Measure contribution to business strategy Communicate plans and provide updates to stakeholders Determine value added from HR function 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 Develop employer recruitment branding through social media 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 development Define employee development guidelines Develop employee career plans Manage employee skills development

      6.3.4. Develop and train employees Align employee and organization development needs 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

      6.3.5. Develop and train customer service representatives

      6.3.6. Manage employee relations Manage health and safety Manage labor relations Manage collective bargaining process Manage labor management partnerships Identify customer service training needs

    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 Manage employee data for retained/separated employees

      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 Develop employee communication plan Manage/Collect employee suggestions and perform employee research Conduct employee engagement surveys Manage employee communication using social media channels Manage employee grievances Deliver employee communications

7. Manage Information Technology

    7.1. Manage the business of information technology

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

      7.1.2. Define the enterprise architecture Establish the enterprise architecture definition 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

      7.1.6. Manage strategic IT service providers Evaluate and select IT service providers Manage contracts with IT service providers Manage and monitor IT infrastructure operations of service providers Manage and monitor IT hardware and software assets related to service providers Manage and monitor problems, incidents and inquiries related to service providers Monitor network connectivity to service providers Extend security to contractors and service providers Test/evaluate and audit information control for service providers

    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 Consolidate services and solutions from the acquired/merged/de-merged organization

    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 Consolidate 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

      8.7.6. Manage financial frauds/dispute cases Manage disputes due to damaged goods Manage frauds in sales/service orders

    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. Obtain and install assets, equipment and tools

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

    9.3. Plan maintenance work

      9.3.1. Develop ongoing maintenance policies for productive and non-productive asset Analyze assets and predict maintenance requirement Develop approach to integrate preventive maintenance into production schedul

      9.3.2. Perform preventive maintenance Perform time based preventive maintenance Perform counter based preventive maintenance Perform analytics on productive assets for fault and repair

      9.3.3. Perform corrective maintenance Create manual/automatic notification Create and schedule order Enforce all safety measures before repair Settle and complete order Archive maintenance documents and perform evaluations

      9.3.4. Overhaul equipment

      9.3.5. Manage facilities operations Relocate people Relocate material and tools

    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

      9.4.4. Perform waste and dangerous goods management

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 Ensure contract manufacturer's compliance of enterprise risk management and 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

      10.1.5. Manage Contract Manufacturer Risks Identify regulatory risks Identify State, federal, international labor practices risks Identify products' and services' environmental and health and safety-related risks Identify country, company, political and stability risks Identify country/company natural disaster risks

    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 Communicate regulatory compliance controls and policies to contract manufacturers

    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 and with various stakeholders

    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

 Manage contract manufacturer's environmental, health and safety program 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

 Ensure compliance of contract manufacturers

      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 Review and approve remediation efforts of contract manufacturers Enable expertise for remediation efforts for contract manufacturers

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 Identify intellectual property violation by third parties 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 business process owners Identify process governance activities Perform process governance activities

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

      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 Define organizational level process improvement programs 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 Identify organizational need for program 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 Define project execution method 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

 Define reporting tools/mechanism for project performance reviews

 Define key performance indicators for project success Close projects

 Conduct after-action reviews and provide feedback to stakeholders

 Perform financial closure

 Terminate project processes

    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 Develop internal IT systems for knowledge management strategy 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 Define KM digital content creation, aggregation and dissemination strategy Define organization-wide and external social network strategy for collaboration and knowledge sharing

 Define subject expert groups for various organizational activities

 Define policies and procedures for internal vs. external blogs

 Define knowledge content usage policies and procedures

      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

      12.5.3. Develop and maintain IT knowledge map Define knowledge elements Identify IT knowledge sources Identify IT knowledge sharing opportunities Define IT knowledge processes and approaches Build traceability between the IT knowledge components Connect the IT elements to the enterprise architecture

      12.5.4. Manage IT knowledge lifecycle Gather knowledge elements from IT knowledge sources Evaluate, create and codify knowledge elements Develop IT's knowledge management roles and responsibilities Deploy codified IT knowledge Update and retire IT knowledge Evaluate and improve IT knowledge strategies and processes

    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

    12.7. Manage strategic process innovation

      12.7.1. Define process innovation lifecycle Create and capture new processes Analyze feasibility and select

 Define process selection criteria Create proof-of-concept Evaluate proof-of-concept Build business case

      12.7.2. Involve IT for the tools and technologies to support strategic process innovation

      12.7.3. Define measures and metrics

      12.7.4. Collect data and benchmark


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