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Процессная модель APQC Insurance (Страхование)

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Процессная модель APQC Insurance

Рисунок 1. Процессы верхнего уровня модели APQC Insurance

Перечень процессов модели APQC Insurance приведен ниже.

1. Develop Vision and Strategy

    1.1. Define the business concept and long-term vision

      1.1.1. Assess the external environment Analyze and evaluate competition Identify economic trends Identify political and regulatory issues Assess new technology innovations Analyze demographics Identify social and cultural changes Identify ecological concerns

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

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

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

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

 Evaluate acquisition options

 Evaluate merger options

 Evaluate de-merger options

 Evaluate divesture options

    1.2. Develop business strategy

      1.2.1. Develop overall mission statement Define current business Formulate mission Communicate mission

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

      1.2.3. Select long-term business strategy

      1.2.4. Coordinate and align functional and process strategies

      1.2.5. Create organizational design 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. Define distribution channel strategy

      1.3.1. Determine distribution channels

      1.3.2. Determine distribution channel fit with products and services

    1.4. Manage strategic initiatives

      1.4.1. Develop strategic initiatives

      1.4.2. Evaluate strategic initiatives

      1.4.3. Select strategic initiatives

      1.4.4. Establish high-level measures

2. Develop and Manage Products and Services

    2.1. Manage product and service portfolio

      2.1.1. 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

      2.1.2. Evaluate performance of existing products/services against customer needs and market opportunities

      2.1.3. Define product/service development requirements Identify potential improvements to existing products and services Identify potential new products and services Identify product and service bundling opportunities

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

      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

      2.1.6. Manage product and service life cycle Introduce new products/services Retire outdated products/services Identify and refine performance indicators

      2.1.7. Manage product and service master data

    2.2. Develop products and services

      2.2.1. Design, build, and evaluate products and services Research customer and market needs Assign resources to product/service projects Prepare high-level business cases and technical assessments Develop product/service design specifications

 Define insurance benefit obligations

 Specify reinsurance requirements for products/ services

 Specify investment requirements for products/services

 Design product/service support requirements

 Design customer experience workflows

 Build product/service rules Document design specifications Conduct mandatory and elective internal or external compliance reviews (legal, regulatory, standards) Address quality and reliability problems Determine performance indicators Collaborate design with suppliers and service providers Determine product/service capacity requirements Maintain product/service design documentation Identify requirements for changes to product/service delivery processes

      2.2.2. Test market for new or revised products and services Conduct customer tests and interviews Conduct in-house product/service testing and evaluate feasibility Evaluate product/service feasibility using testing feedback Finalize product/service characteristics and business cases Finalize technical requirements

      2.2.3. Prepare for product or service launch Develop and test product systems and/or service delivery processes Design and obtain product/service delivery infrastructure Develop product/service documentation Implement product/service launch procedures Introduce new product and/or service as a commercial offering

3. Market and Sell Products and Services

    3.1. Understand markets, customers and capabilities

      3.1.1. 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 and shape offering to optimize 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. Define and manage channel strategy Evaluate channel attributes and partners Determine channel fit with target segments Determine channel fit with products Select channels for target segments/products Manage channel integration Manage channel performance

      3.2.4. Define communication strategy Define communication guidelines and mechanisms Determine communication/channel fit with target segments

    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 Establish partner and alliance agreements Define compensation structure

      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

      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 placement and campaign management Develop marketing material Develop market offering campaign Prepare for marketing campaign launch Execute the marketing campaign

      3.4.5. Develop and manage premiums Determine premiums Determine allowable individual discounts Execute premium plan Evaluate premium performance Refinepremiums as needed

      3.4.6. 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

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

    3.5. Develop and manage sales plans

      3.5.1. Generate leads Identify potential customers Identify leads

      3.5.2. Manage customers and accounts Identify priority customers Develop sales/key account plan Manage customer relationships Manage customer master data Administer premium payment profile

 Set payment allocation

 Manage responsible party

 Assign billing attributes

 Manage billing preferences

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

      3.5.4. Generate quotes Rate quotes Provide quotes Adjust quotes Convert quotes to policies

      3.5.5. Manage sales applications Accept and validate applications Collect and maintain customer account information Gather required customer data and documents Collate customer data for regulatory control requirements Determine fulfillment process Enter applications into system Identify/perform cross-sell/up-sell activity Track/manage existing product applications Handle inquiries on pending applications

      3.5.6. Manage sales force Determine sales resource allocation Establish sales force incentive plan Provide sales and product training Establish sales force support process

      3.5.7. Manage sales partners and alliances Provide sales and product training to sales partners/alliances Provide marketing materials to sales partners/alliances Develop sales forecast by partner/alliance Agree on partner and alliance compensation Establish sales partner and alliances support process Evaluate partner/alliance results Optimize sales channels Manage sales partner and alliance master data

      3.5.8. Manage sales procedures Establish sales compliance standards based on internal and external regulations Monitor compliance standards for sales procedures/guidelines to comply with standards Perform sales quality audit to check sales practices

4. Deliver Products and Services

    4.1. Plan for and acquire necessary resources

      4.1.1. Develop capacity and availability management strategies Define outsourcing policies Define capacities Define capacity and availability constraints

      4.1.2. Manage demand for products and services Manage product/service availability Monitor demand against forecast and revise forecast Evaluate and revise forecasting approach Measure forecast accuracy Prepare and review operations plan

    4.2. Procure materials and services

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

      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 Manage quality of product/service delivered

    4.3. Deliver insurance services to customers

      4.3.1. Manage and administer policies Manage receipt and route of transactions

 Process web-based transactions

 Process electronic data interchange (EDI) transactions

 Process paper transactions (mail room) Underwrite New Business

 Review policyholder portfolios

 Initiate underwriting and gather required data

 Evaluate required data

 Request missing information

 Rate new policies

 Issue premium

 Evaluate reinsurance requirements

 Authorise new policy

 Inform customers Process endorsements

 Receive endorsement requests

 Verify policyholder/policy information

 Evaluate impact of endorsements on policy premiums

 Generate quotes for endorsements

 Receive customer acceptances

 Issue additional premium notices

 Authorise endorsements

 Inform customers of endorsements Cancel policies

 Receive policy cancellation requests

 Authenticate customer cancellation instructions

 Evaluate impact of cancellation on policy premiums

 Calculate premium refunds/collections due

 Issue premium notifications

 Approve cancellation endorsements on original policies

 Inform customers and other stakeholders of policy cancellations Reinstate policies

 Receive policy reinstatement requests

 Evaluate impact on policy premium/conditions

 Calculate additional premiums due

 Obtain customer approvals for policy reinstatements

 Issue premium adjustment notifications

 Inform customers of policy reinstatements Renew policies

 Receive policy renewal requests

 Generate renewal quotes/notices

 Issue policy renewal notifications

 Receive customer acceptances

 Initiate renewal underwriting process

 Rate renewed policies

 Obtain reinsurance support

 Issue premium adjustment notifications

 Authorise policy renewals

 Inform customers of policy renewals Issue policies

 Determine policy conditions

 Determine policy schedule

 Determine policy clauses

 Affix stamps

 Authorise policies

 Release policies

 Issue policy documentation

      4.3.2. Manage and administer claims Facilitate claim reporting

 Receive incident notifications and claims

 Register new claims

 Verify claimant details

 Verify policy coverage details Liase with claimants

 Gather information on incidents/claims

 Administer pre-authorisations

 Arrange damage appraisals Liase with sales partners/alliances

 Notify sales partners/alliances

 Recognize claims on sales partner/alliance agreement

 Determine sales partner/alliance compensation Investigate and evaluate claims

 Assign adjusters

 Investigate claims

 Make claim judgements

 Identify potential exposures to fraudulent activities Negotiate and settle claims

 Calculate benefits

 Initiate benefit payments

 Authorize repairs Recover money paid out

 Perform third party recoveries

 Recover salvage amounts

 Invole subrogation rights Close claims

 Update claims and claimant records

      4.3.3. Manage policy and claim information records (documents, forms etc) Establish record retention policies Define records management strategies Handle and move documents

    4.4. Deliver service to customers

      4.4.1. Ensure quality of service Identify completed feedback submissions Identify incomplete submissions and service failures Solicit customer feedback on services delivered Process customer feedback on services delivered

5. Manage Customer Service

    5.1. Interface with customers

      5.1.1. Manage channel integration

      5.1.2. Manage channels

      5.1.3. Perform data acquisition and storage

    5.2. Manage customer information

      5.2.1. Manage customer service infrastructure

      5.2.2. Integrate customer information

      5.2.3. Analyze customer information

      5.2.4. Assess customers and gain insight

    5.3. Develop customer care/customer service strategy

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

      5.3.2. Define customer service policies and procedures

      5.3.3. Establish service levels for customers

    5.4. Plan and manage customer service operations

      5.4.1. Manage customers' record

      5.4.2. 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

      5.4.3. Manage customer service requests/inquiries Receive customer requests/inquiries Generate customer service request Route customer requests/inquiries Respond to customer requests/inquiries Perform customer-based operations

      5.4.4. Manage customer complaints Manage customer service complaints Receive customer complaints Route customer complaints Resolve customer complaints Respond to customer complaints

      5.4.5. Manage customer appeals and grievances Receive appeals and grievances Investigate appeals and grievances Communicate with appellants Conduct customer service grievances process

    5.5. Measure and evaluate customer service operations

      5.5.1. Measure customer satisfaction with customer requests/inquiries handling Gather and solicit post-sale customer feedback on products and services Solicit post-sale customer feedback on ad effectiveness Analyze product and service satisfaction data and identify improvement opportunities Provide customer feedback to product management on products and services

      5.5.2. 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

      5.5.3. 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 Analyze product and service satisfaction data and identify improvement opportunities Provide customer feedback to product management on products and services

6. Develop and Manage Human Capital

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

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

      6.1.2. Develop and implement workforce strategy and policies Gather skill requirements according to corporate strategy and market environment Plan employee resourcing requirements per unit/organization Develop compensation plan Develop succession plan Develop employee diversity plan Develop 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 Review and revise HR plans

      6.1.4. Develop competency mangement 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 requisition Manage internal/external job posting Web sites Modify requisitions Notify hiring manager Manage requisition dates

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

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

      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 Align learning programs with competencies Establish training needs by analysis of required and available skills Develop, conduct, and manage employee and/or management training programs

    6.4. Manage employee relations

      6.4.1. Manage labor relations

      6.4.2. Manage collective bargaining process

      6.4.3. Manage labor management partnerships

      6.4.4. Manage employee grievances

    6.5. Reward and retain employees

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

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

      6.5.3. Manage employee assistance and retention

      6.5.4. Administer payroll

    6.6. Redeploy and retire employees

      6.6.1. Manage promotion and demotion process

      6.6.2. Manage separation

      6.6.3. Manage retirement

      6.6.4. Manage leave of absence

      6.6.5. Develop and implement employee outplacement

      6.6.6. Manage deployment of personnel

      6.6.7. Relocate employees, and manage assignments Manage expatriates

    6.7. Manage employee information and analytics

      6.7.1. Manage reporting processes

      6.7.2. Manage employee inquiry process

      6.7.3. Manage and maintain employee data

      6.7.4. Manage human resource information systems (HRIS)

      6.7.5. Develop and manage employee metrics

      6.7.6. Develop and manage time and attendance systems

      6.7.7. Review retention and motivation indicators

      6.7.8. Manage/collect employee suggestions and perform employee research

    6.8. Manage employee communication

      6.8.1. Develop employee communication plan

      6.8.2. Deliver employee communications

7. Manage Information Technology

    7.1. Manage the business of information technology

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

      7.1.2. Define the enterprise architecture Establish the enterprise architecture definition Confirm enterprise architecture maintenance approach Maintain the relevance of the enterprise architecture Act as clearinghouse for IT research and innovation Govern the enterprise architecture

      7.1.3. Manage the IT portfolio Establish the IT portfolio Analyze and evaluate the value of the IT portfolio for the enterprise Provision resources in accordance with strategic priorities

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

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

    7.2. Develop and manage IT customer relationships

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

      7.2.2. Develop and manage IT service levels Create and maintain the IT services and solutions catalog Establish and maintain business and IT service -evel 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 Manage documents

    7.5. Develop and maintain information technology solutions

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

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

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

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

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

    7.6. Deploy information technology solutions

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

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

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

    7.7. Deliver and support information technology services

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

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

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

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

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

8. Manage Financial Resources

    8.1. Perform planning and management accounting

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

      8.1.2. Perform cost accounting and control Perform inventory accounting Perform profit center 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 Report on financial 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 Analyze credit scoring history Forecast credit scoring requirement 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 Perform recovery Manage default

      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 Post and reconcile intercompany transactions Perform contract accounting - corporate function Perform bank accounting - corporate function Account for financial instruments: sub-ledger

      8.3.3. Perform closing of general ledger Close sub-ledgers and post to general ledger Process period end adjustments (e.g., accruals, currency conversions) Reconcile general ledger accounts Perform consolidations and process eliminations Prepare trial balance Prepare and post management adjustments

      8.3.4. 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 Calculate and record depreciation expense Process and record fixed asset maintenance and repair expenses Reconcile fixed asset ledger Track fixed assets including physical inventory Provide fixed asset data to support tax, statutory, and regulatory reporting

      8.3.5. Manage enterprise financial assets Plan and design investment Procure and construct financial assets Perform decommission and disposal Perform asset analytics and performance optimization

      8.3.6. 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

    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 Develop tax plan Manage tax plan 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 PO 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. Perform liability and insurance reserve valuations

      8.7.1. Reconcile claim cash flows Compile check register entries Compare check register to cash flow invoices Reconcile differences Process prior period inter-company subrogation-related adjustments Allocate other top side adjustments

      8.7.2. Apply valuation standards Compile claim data into required format Validate data form and content Apply business conditions, operating environment and other assumptions Perform calculations per actuarial and regulatory standards Reconcile and validate results for changes in business and/or operating environment Review results of analysis with management Process ledger entries to line of business and legal entity Issue actuarial opinion by qualified actuary

      8.7.3. Manage reserving controls, policies and procedures Establish scope and governance of reserve setting function Establish and publish security and controls guidelines Document reserve setting protocols and responsibilities Monitor reserve setting and claim reconciliation procedures Audit reserve setting procedures Revise and update reserve and liability determination procedures for regulatory or controls related items Develop and confirm internal controls Define system security requirements and permissions

    8.8. Manage treasury operations

      8.8.1. 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

      8.8.2. 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 Analyze/Approve new account applications for customer credit

      8.8.3. 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

      8.8.4. Manage debt and investment Establish investment policy

 Research investments

 Analyse and evaluate debt and investment portfolio performance 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

      8.8.5. Monitor and execute risk and hedging transactions Review product portfolio Review counterparty credit limit Analyze capital adequacy history Forecast capital adequacy policy Develop and execute hedging transactions Evaluate and refine hedging positions Produce hedge accounting transactions and reports Monitor credit

      8.8.6. Conduct actuarial services Develop trends analysis

 Develop cost and trend projections Conduct actuarial informatics/reporting Manage experience rating

 Perform pre-sale underwriting reviews

 Review claims experiences

 Determine premiums Perform pool/block rating management

 Develop rating methodology

 Publish pool/block rates

 Manage rating tools Conduct pool/block underwriting

 Review experience and history

 Determine pool/block premium Provide underwriting support

    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

    8.12. Manage internal controls

      8.12.1. 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

      8.12.2. 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

      8.12.3. 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

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 Determine build or buy decision

      9.1.2. Develop, construct, and modify sites

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

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

    9.2. Plan maintenance work

      9.2.1. Perform routine maintenance

      9.2.2. Perform corrective maintenance

      9.2.3. Overhaul equipment

      9.2.4. Manage facilities operations Relocate people Relocate material and tools

    9.3. Obtain and install assets, equipment, and tools

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

      9.3.2. Obtain and install equipment Procure equipment Install and commission equipment

    9.4. Dispose of productive and nonproductive assets

      9.4.1. Develop exit strategy

      9.4.2. Perform sale or trade

      9.4.3. Perform abandonment

10. Manage Enterprise Risk, Compliance, Remediation and Resiliency

    10.1. Manage enterprise risk

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

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

 Design risk management operating models

   Design and implement risk control activities

   Monitor risk management effectiveness

   Remediate risk management deficiencies

   Create risk management functions

 Manage and monitor risk management operating models

   Operate risk management function

   Implement and maintain risk management-related enabling technologies and tools

   Review and generate risk reports

   Perform limit management

   Manage and mitigate risk

   Establish record retention policy

   Define entity/unit risk tolerances Report on risk activities

      10.1.3. 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 Manage environmental health and safety (EHS)

 Determine environmental health and safety impacts

   Evaluate environmental impact of products, services, and operations

   Conduct health and safety and environmental audits

 Develop and execute functional EHS program

   Identify regulatory and stakeholder requirements

   Assess future risks and opportunities

   Create EHS policy

   Record and manage ehs events

 Train and educate functional employees

   Communicate EHS issues to stakeholders and provide support

 Monitor and manage functional EHS management program

   Manage EHS costs and benefits

   Measure and report EHS performance

   Implement emergency response program

   Implement pollution prevention program

   Provide employees with EHS support

      10.1.4. Manage operational risk Analyze operational risk history Forecast operational risk requirement Provide operational risk capital allocation Assess operational compliance to process controls Implement segregation of duties controls Calculate operational risks according to industry regulations and national legislation Calculate operational risks according to internal models Report disclosure (industry regulations) and internal reporting

 Perform risk based capital and other solvency based reporting

   Collect required documentation and national association insurance commissioners guidelines

   Compile documentation associated with each risk based capital component

   Quantify risks in risk based capital formula and worksheets

   Validate calculations against regulatory updates

   Perform sensitivity testing

   Update analysis for changes in treasury management, business operations

   Finalize and file risk based capital report

   Coordinate required amounts with treasury (cash) management Perform operational loss and risk event data capture Audit information system

      10.1.5. Manage financial risk Manage credit risk

 Acquire credit risk data

 Develop credit policies

 Manage global credit limits

 Develop an early-warning system

 Manage issuer exposure

 Manage credit portfolio

 Calculate regulatory capital requirements for credit risks according to industry regulations and national legislation

 Perform stress testing

 Calibrate and validate credit risk models (rating models, LGD-, PD-, and CCF Models) Manage strategic investment risk

 Perform asset liability management analytics

 Perform asset liability management simulation

 Plan liquidity and asset liability management

 Perform asset liability hedging

 Perform asset liability management reporting

 Manage global limits of asset liability management (ALM) risk key figures Manage market risk (includes interest risk, foreign exchange, or currency risk, etc.)

 Manage global market limits

 Manage early-warning system

 Manage market data

 Model internal market risk

 Perform back-testing Manage fraud and misconduct

 Develop strategy and monitoring program

   Determine capacity and size of investigation unit

   Implement anti-fraud and abuse solution

 Manage investigation unit and anti fraud and abuse operations

   Set program thresholds to match investigation unit capacity

   Scan incoming claims to detect anomalies and suspicious patterns

   Score and prioritize transactions according to risk level

   Flag and hold suspicious transactions for further investigation

   Manage investigation case and bring to conclusion Manage insurance risk

 Manage reinsurance

   Set-up proportional treaty master

   Set-up non-proportional XL treaty master

   Set-up non-proportional CAT XL treaty master

   Set-up facultative treaty

 Manage portfolio risk

   Manage Life Risk

   Manage Non-Life Risk

   Manage Health Risk (non-life)

   Manage Disability Risk (non-life)

    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 Perform regulatory requirements

 Compile rate filing documentation

 Upload information into state rating system(s)

 Perform quality control testing on load

 Validate rate load and internal system consistency

 Compile rate assumptions and documentation

 Issue actuarial memorandum by qualified actuary Monitor the regulatory environment for changing or emerging regulations Assess current compliance position, and identify weaknesses or shortfalls therein Ensure compliance with Sarbanes-Oxley Act 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

    10.3. Manage remediation efforts

      10.3.1. Create remediation plans

      10.3.2. Contact and confer with experts

      10.3.3. Identify/Dedicate resources

      10.3.4. Investigate legal aspects

      10.3.5. Investigate damage cause

      10.3.6. Amend or create policy

    10.4. Manage business resiliency

      10.4.1. Develop the business resilience strategy

      10.4.2. Perform continuous business operations planning

      10.4.3. Test continuous business operations

      10.4.4. Maintain continuous business operations

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

11. Manage External Relationships

    11.1. Build investor relationships

      11.1.1. Plan, build, and manage lender relations

      11.1.2. Plan, build, and manage analyst relations

      11.1.3. Perform corporate secretary function

      11.1.4. 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

      11.2.5. Manage tax regulatory relationships

    11.3. Manage relations with board of directors

      11.3.1. Report results

      11.3.2. Report audit findings

    11.4. Manage legal and ethical issues

      11.4.1. Create ethics policies

      11.4.2. Manage corporate governance policies

      11.4.3. Develop and perform preventative law programs

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

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

      11.4.6. Protect intellectual property Manage copyrights and patents Maintain intellectual property rights and restrictions Administer licensing terms Administer options

      11.4.7. Resolve disputes and litigations

      11.4.8. Provide legal advice/counseling

      11.4.9. Negotiate and document agreements/contracts

    11.5. Manage public relations program

      11.5.1. Manage community relations

      11.5.2. Manage media relations

      11.5.3. Promote political stability

      11.5.4. Create press releases

      11.5.5. Issue press releases

    11.6. Provide corporate services to manage external relations

      11.6.1. Manage travel Submit travel request and obtain pre-trip approval Plan travel - online booking Perform travel and expense management Ensure global travel policy compliance Perform travel and expense analytics

12. Develop and Manage Business Capabilities

    12.1. Manage business processes

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

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

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

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

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

    12.2. Manage portfolio, program, and project

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

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

      12.2.3. Manage projects Establish project scope

 Identify project requirements and objectives

 Identify project resource requirements

 Assess culture and readiness for project management approach

 Identify appropriate project management methodologies

 Create business case and obtain funding

 Develop project measures and indicators Develop project plans

 Define roles and resources

 Identify specific IT requirements

 Create training and communication plans

 Design recognition and reward approaches

 Design and plan launch of project

 Deploy the project Execute projects

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

 Report the status of project

 Manage project scope

 Promote and sustain activity and involvement

 Realign and refresh project management strategy and approaches Review and report project performance Close projects

    12.3. Manage enterprise quality

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

 Define process steps for controls (or integration points)

 Define sampling plan

 Identify measurement methods

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

      12.3.2. Evaluate performance to requirements Test against quality plan

 Conduct test and collect data

 Record result(s)

 Determine disposition of result(s) Assess results of tests

 Assess sample significance

 Summarize result(s)

 Recommend actions

 Decide next steps

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

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

      12.4.1. Define the quality strategy

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

      12.4.3. Identify core EQMS processes, controls, and metrics

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

      12.4.5. Assess the EQMS performance

      12.4.6. 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

    12.5. Manage change

      12.5.1. 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

      12.5.2. 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

      12.5.3. 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

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

      12.5.5. Perform change and configuration management Notify change/perform change management Perform engineering change management Manage change order Perform configuration management

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

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

      12.6.2. 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

    12.7. Measure and benchmark

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

      12.7.2. 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 Generate "what if" scenarios


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