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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

        1.1.1.1. Analyze and evaluate competition

        1.1.1.2. Identify economic trends

        1.1.1.3. Identify political and regulatory issues

        1.1.1.4. Assess new technology innovations

        1.1.1.5. Analyze demographics

        1.1.1.6. Identify social and cultural changes

        1.1.1.7. Identify ecological concerns

      1.1.2. Survey market and determine customer needs and wants

        1.1.2.1. Conduct qualitative/quantitative assessments

        1.1.2.2. Capture and assess customer needs

      1.1.3. Perform internal analysis

        1.1.3.1. Analyze organizational characteristics

        1.1.3.2. Create baselines for current processes

        1.1.3.3. Analyze systems and technology

        1.1.3.4. Analyze financial positions

        1.1.3.5. Identify enterprise core competencies

      1.1.4. Establish strategic vision

        1.1.4.1. Align stakeholders around strategic vision

        1.1.4.2. Communicate strategic vision to stakeholders

      1.1.5. Conduct organization restructuring opportunities

        1.1.5.1. Identify restructuring opportunities

        1.1.5.2. Perform due-diligence

        1.1.5.3. Analyze deal options

          1.1.5.3.1. Evaluate acquisition options

          1.1.5.3.2. Evaluate merger options

          1.1.5.3.3. Evaluate de-merger options

          1.1.5.3.4. Evaluate divesture options

    1.2. Develop business strategy

      1.2.1. Develop overall mission statement

        1.2.1.1. Define current business

        1.2.1.2. Formulate mission

        1.2.1.3. Communicate mission

      1.2.2. Evaluate strategic options to achieve the objectives

        1.2.2.1. Define strategic options

        1.2.2.2. Assess and analyze impact of each option

        1.2.2.3. Develop sustainability strategy

        1.2.2.4. Develop global support and shared services strategy

        1.2.2.5. Develop lean/continuous improvement strategy

      1.2.3. Select long-term business strategy

      1.2.4. Coordinate and align functional and process strategies

      1.2.5. Create organizational design

        1.2.5.1. Evaluate breadth and depth of organizational structure

        1.2.5.2. Perform job-specific roles mapping and value-added analyses

        1.2.5.3. Develop role activity diagrams to assess hand-off activity

        1.2.5.4. Perform organization redesign workshops

        1.2.5.5. Design the relationships between organizational units

        1.2.5.6. Develop role analysis and activity diagrams for key processes

        1.2.5.7. Assess organizational implication of feasible alternatives

        1.2.5.8. Migrate to new organization

      1.2.6. Develop and set organizational goals

      1.2.7. Formulate business unit strategies

    1.3. 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

        2.1.1.1. Conduct customer and market research

        2.1.1.2. Identify market segments

        2.1.1.3. Analyze market and industry trends

        2.1.1.4. Analyze competing organizations, competitive/substitute products

        2.1.1.5. Evaluate existing products/brands

        2.1.1.6. 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

        2.1.3.1. Identify potential improvements to existing products and services

        2.1.3.2. Identify potential new products and services

        2.1.3.3. Identify product and service bundling opportunities

      2.1.4. Perform discovery research

        2.1.4.1. Identify new technologies

        2.1.4.2. Develop new technologies

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

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

        2.1.5.1. Plan and develop cost and quality targets

        2.1.5.2. Prioritize and select new product/service concepts

        2.1.5.3. Specify development timing targets

        2.1.5.4. Plan for product/service offering modifications

      2.1.6. Manage product and service life cycle

        2.1.6.1. Introduce new products/services

        2.1.6.2. Retire outdated products/services

        2.1.6.3. 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

        2.2.1.1. Research customer and market needs

        2.2.1.2. Assign resources to product/service projects

        2.2.1.3. Prepare high-level business cases and technical assessments

        2.2.1.4. Develop product/service design specifications

          2.2.1.4.1. Define insurance benefit obligations

          2.2.1.4.2. Specify reinsurance requirements for products/ services

          2.2.1.4.3. Specify investment requirements for products/services

          2.2.1.4.4. Design product/service support requirements

          2.2.1.4.5. Design customer experience workflows

          2.2.1.4.6. Build product/service rules

        2.2.1.5. Document design specifications

        2.2.1.6. Conduct mandatory and elective internal or external compliance reviews (legal, regulatory, standards)

        2.2.1.7. Address quality and reliability problems

        2.2.1.8. Determine performance indicators

        2.2.1.9. Collaborate design with suppliers and service providers

        2.2.1.10. Determine product/service capacity requirements

        2.2.1.11. Maintain product/service design documentation

        2.2.1.12. Identify requirements for changes to product/service delivery processes

      2.2.2. Test market for new or revised products and services

        2.2.2.1. Conduct customer tests and interviews

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

        2.2.2.3. Evaluate product/service feasibility using testing feedback

        2.2.2.4. Finalize product/service characteristics and business cases

        2.2.2.5. Finalize technical requirements

      2.2.3. Prepare for product or service launch

        2.2.3.1. Develop and test product systems and/or service delivery processes

        2.2.3.2. Design and obtain product/service delivery infrastructure

        2.2.3.3. Develop product/service documentation

        2.2.3.4. Implement product/service launch procedures

        2.2.3.5. 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

        3.1.1.1. Quantify market opportunities

        3.1.1.2. Determine target segments

        3.1.1.3. Prioritize opportunities consistent with capabilities and overall business strategy

        3.1.1.4. Validate opportunities

    3.2. Develop marketing strategy

      3.2.1. Define offering and customer value proposition

        3.2.1.1. Define offering and positioning

        3.2.1.2. Develop value proposition including brand positioning for target segments

        3.2.1.3. Validate value proposition and shape offering to optimize target segments

        3.2.1.4. Develop new branding

      3.2.2. Define pricing strategy to align to value proposition

        3.2.2.1. Establish guidelines for applying pricing of products/services

        3.2.2.2. Approve pricing strategies/policies

      3.2.3. Define and manage channel strategy

        3.2.3.1. Evaluate channel attributes and partners

        3.2.3.2. Determine channel fit with target segments

        3.2.3.3. Determine channel fit with products

        3.2.3.4. Select channels for target segments/products

        3.2.3.5. Manage channel integration

        3.2.3.6. Manage channel performance

      3.2.4. Define communication strategy

        3.2.4.1. Define communication guidelines and mechanisms

        3.2.4.2. Determine communication/channel fit with target segments

    3.3. Develop sales strategy

      3.3.1. Develop sales forecast

        3.3.1.1. Gather current and historic order information

        3.3.1.2. Analyze sales trends and patterns

        3.3.1.3. Generate sales forecast

        3.3.1.4. Analyze historical and planned promotions and events

      3.3.2. Develop sales partner/alliance relationships

        3.3.2.1. Identify alliance opportunities

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

        3.3.2.3. Select alliances

        3.3.2.4. Develop partner and alliance management strategies

        3.3.2.5. Establish partner and alliance management goals

        3.3.2.6. Establish partner and alliance agreements

        3.3.2.7. Define compensation structure

      3.3.3. Establish overall sales budgets

        3.3.3.1. Calculate product revenue

        3.3.3.2. Determine variable costs

        3.3.3.3. Determine overhead and fixed costs

        3.3.3.4. Calculate net profit

        3.3.3.5. 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

        3.4.2.1. Confirm marketing alignment to business strategy

        3.4.2.2. Determine costs of marketing

        3.4.2.3. Create marketing budget

      3.4.3. Develop and manage media

        3.4.3.1. Define media objectives

        3.4.3.2. Develop marketing messages

        3.4.3.3. Define target audience

        3.4.3.4. Engage media provider

        3.4.3.5. Develop and execute advertising

        3.4.3.6. Develop and execute other marketing campaigns/programs

        3.4.3.7. Assess brand/product marketing plan performance

      3.4.4. Develop and manage placement and campaign management

        3.4.4.1. Develop marketing material

        3.4.4.2. Develop market offering campaign

        3.4.4.3. Prepare for marketing campaign launch

        3.4.4.4. Execute the marketing campaign

      3.4.5. Develop and manage premiums

        3.4.5.1. Determine premiums

        3.4.5.2. Determine allowable individual discounts

        3.4.5.3. Execute premium plan

        3.4.5.4. Evaluate premium performance

        3.4.5.5. Refinepremiums as needed

      3.4.6. Develop and manage promotional activities

        3.4.6.1. Define promotional concepts

        3.4.6.2. Plan and test promotional activities

        3.4.6.3. Execute promotional activities

        3.4.6.4. Evaluate promotional performance metrics

        3.4.6.5. Refine promotional performance metrics

        3.4.6.6. Incorporate learning into future/planned consumer promotions

      3.4.7. Track customer management measures

        3.4.7.1. Determine customer loyalty/lifetime value

        3.4.7.2. Analyze customer revenue trend

        3.4.7.3. Analyze customer metrics

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

    3.5. Develop and manage sales plans

      3.5.1. Generate leads

        3.5.1.1. Identify potential customers

        3.5.1.2. Identify leads

      3.5.2. Manage customers and accounts

        3.5.2.1. Identify priority customers

        3.5.2.2. Develop sales/key account plan

        3.5.2.3. Manage customer relationships

        3.5.2.4. Manage customer master data

        3.5.2.5. Administer premium payment profile

          3.5.2.5.1. Set payment allocation

          3.5.2.5.2. Manage responsible party

          3.5.2.5.3. Assign billing attributes

          3.5.2.5.4. Manage billing preferences

      3.5.3. Manage customer sales

        3.5.3.1. Perform sales calls

        3.5.3.2. Perform pre-sales activities

        3.5.3.3. Close the sale

        3.5.3.4. Record outcome of sales process

      3.5.4. Generate quotes

        3.5.4.1. Rate quotes

        3.5.4.2. Provide quotes

        3.5.4.3. Adjust quotes

        3.5.4.4. Convert quotes to policies

      3.5.5. Manage sales applications

        3.5.5.1. Accept and validate applications

        3.5.5.2. Collect and maintain customer account information

        3.5.5.3. Gather required customer data and documents

        3.5.5.4. Collate customer data for regulatory control requirements

        3.5.5.5. Determine fulfillment process

        3.5.5.6. Enter applications into system

        3.5.5.7. Identify/perform cross-sell/up-sell activity

        3.5.5.8. Track/manage existing product applications

        3.5.5.9. Handle inquiries on pending applications

      3.5.6. Manage sales force

        3.5.6.1. Determine sales resource allocation

        3.5.6.2. Establish sales force incentive plan

        3.5.6.3. Provide sales and product training

        3.5.6.4. Establish sales force support process

      3.5.7. Manage sales partners and alliances

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

        3.5.7.2. Provide marketing materials to sales partners/alliances

        3.5.7.3. Develop sales forecast by partner/alliance

        3.5.7.4. Agree on partner and alliance compensation

        3.5.7.5. Establish sales partner and alliances support process

        3.5.7.6. Evaluate partner/alliance results

        3.5.7.7. Optimize sales channels

        3.5.7.8. Manage sales partner and alliance master data

      3.5.8. Manage sales procedures

        3.5.8.1. Establish sales compliance standards based on internal and external regulations

        3.5.8.2. Monitor compliance standards for sales procedures/guidelines to comply with standards

        3.5.8.3. 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

        4.1.1.1. Define outsourcing policies

        4.1.1.2. Define capacities

        4.1.1.3. Define capacity and availability constraints

      4.1.2. Manage demand for products and services

        4.1.2.1. Manage product/service availability

        4.1.2.2. Monitor demand against forecast and revise forecast

        4.1.2.3. Evaluate and revise forecasting approach

        4.1.2.4. Measure forecast accuracy

        4.1.2.5. Prepare and review operations plan

    4.2. Procure materials and services

      4.2.1. Develop sourcing strategies

        4.2.1.1. Develop procurement plan

        4.2.1.2. Clarify purchasing requirements

        4.2.1.3. Develop inventory strategy

        4.2.1.4. Represent needs to supply capabilities

        4.2.1.5. Analyze spend profile

        4.2.1.6. Seek opportunities to improve efficiency and value

        4.2.1.7. Collaborate with suppliers to identify sourcing opportunities

        4.2.1.8. Establish sourcing relationships

      4.2.2. Select suppliers and develop/maintain contracts

        4.2.2.1. Select suppliers

        4.2.2.2. Certify and validate suppliers

        4.2.2.3. Negotiate and establish contracts

        4.2.2.4. Manage contracts

      4.2.3. Order materials and services

        4.2.3.1. Process/Review requisitions

        4.2.3.2. Approve requisitions

        4.2.3.3. Solicit/Track vendor quotes

        4.2.3.4. Create/Distribute purchase orders

        4.2.3.5. Expedite orders and satisfy inquiries

        4.2.3.6. Record receipt of goods

        4.2.3.7. Research/Resolve exceptions

      4.2.4. Manage suppliers

        4.2.4.1. Monitor/Manage supplier information

        4.2.4.2. Prepare/Analyze procurement and vendor performance

        4.2.4.3. Support inventory and production processes

        4.2.4.4. Manage quality of product/service delivered

    4.3. Deliver insurance services to customers

      4.3.1. Manage and administer policies

        4.3.1.1. Manage receipt and route of transactions

          4.3.1.1.1. Process web-based transactions

          4.3.1.1.2. Process electronic data interchange (EDI) transactions

          4.3.1.1.3. Process paper transactions (mail room)

        4.3.1.2. Underwrite New Business

          4.3.1.2.1. Review policyholder portfolios

          4.3.1.2.2. Initiate underwriting and gather required data

          4.3.1.2.3. Evaluate required data

          4.3.1.2.4. Request missing information

          4.3.1.2.5. Rate new policies

          4.3.1.2.6. Issue premium

          4.3.1.2.7. Evaluate reinsurance requirements

          4.3.1.2.8. Authorise new policy

          4.3.1.2.9. Inform customers

        4.3.1.3. Process endorsements

          4.3.1.3.1. Receive endorsement requests

          4.3.1.3.2. Verify policyholder/policy information

          4.3.1.3.3. Evaluate impact of endorsements on policy premiums

          4.3.1.3.4. Generate quotes for endorsements

          4.3.1.3.5. Receive customer acceptances

          4.3.1.3.6. Issue additional premium notices

          4.3.1.3.7. Authorise endorsements

          4.3.1.3.8. Inform customers of endorsements

        4.3.1.4. Cancel policies

          4.3.1.4.1. Receive policy cancellation requests

          4.3.1.4.2. Authenticate customer cancellation instructions

          4.3.1.4.3. Evaluate impact of cancellation on policy premiums

          4.3.1.4.4. Calculate premium refunds/collections due

          4.3.1.4.5. Issue premium notifications

          4.3.1.4.6. Approve cancellation endorsements on original policies

          4.3.1.4.7. Inform customers and other stakeholders of policy cancellations

        4.3.1.5. Reinstate policies

          4.3.1.5.1. Receive policy reinstatement requests

          4.3.1.5.2. Evaluate impact on policy premium/conditions

          4.3.1.5.3. Calculate additional premiums due

          4.3.1.5.4. Obtain customer approvals for policy reinstatements

          4.3.1.5.5. Issue premium adjustment notifications

          4.3.1.5.6. Inform customers of policy reinstatements

        4.3.1.6. Renew policies

          4.3.1.6.1. Receive policy renewal requests

          4.3.1.6.2. Generate renewal quotes/notices

          4.3.1.6.3. Issue policy renewal notifications

          4.3.1.6.4. Receive customer acceptances

          4.3.1.6.5. Initiate renewal underwriting process

          4.3.1.6.6. Rate renewed policies

          4.3.1.6.7. Obtain reinsurance support

          4.3.1.6.8. Issue premium adjustment notifications

          4.3.1.6.9. Authorise policy renewals

          4.3.1.6.10. Inform customers of policy renewals

        4.3.1.7. Issue policies

          4.3.1.7.1. Determine policy conditions

          4.3.1.7.2. Determine policy schedule

          4.3.1.7.3. Determine policy clauses

          4.3.1.7.4. Affix stamps

          4.3.1.7.5. Authorise policies

          4.3.1.7.6. Release policies

          4.3.1.7.7. Issue policy documentation

      4.3.2. Manage and administer claims

        4.3.2.1. Facilitate claim reporting

          4.3.2.1.1. Receive incident notifications and claims

          4.3.2.1.2. Register new claims

          4.3.2.1.3. Verify claimant details

          4.3.2.1.4. Verify policy coverage details

        4.3.2.2. Liase with claimants

          4.3.2.2.1. Gather information on incidents/claims

          4.3.2.2.2. Administer pre-authorisations

          4.3.2.2.3. Arrange damage appraisals

        4.3.2.3. Liase with sales partners/alliances

          4.3.2.3.1. Notify sales partners/alliances

          4.3.2.3.2. Recognize claims on sales partner/alliance agreement

          4.3.2.3.3. Determine sales partner/alliance compensation

        4.3.2.4. Investigate and evaluate claims

          4.3.2.4.1. Assign adjusters

          4.3.2.4.2. Investigate claims

          4.3.2.4.3. Make claim judgements

          4.3.2.4.4. Identify potential exposures to fraudulent activities

        4.3.2.5. Negotiate and settle claims

          4.3.2.5.1. Calculate benefits

          4.3.2.5.2. Initiate benefit payments

          4.3.2.5.3. Authorize repairs

        4.3.2.6. Recover money paid out

          4.3.2.6.1. Perform third party recoveries

          4.3.2.6.2. Recover salvage amounts

          4.3.2.6.3. Invole subrogation rights

        4.3.2.7. Close claims

          4.3.2.7.1. Update claims and claimant records

      4.3.3. Manage policy and claim information records (documents, forms etc)

        4.3.3.1. Establish record retention policies

        4.3.3.2. Define records management strategies

        4.3.3.3. Handle and move documents

    4.4. Deliver service to customers

      4.4.1. Ensure quality of service

        4.4.1.1. Identify completed feedback submissions

        4.4.1.2. Identify incomplete submissions and service failures

        4.4.1.3. Solicit customer feedback on services delivered

        4.4.1.4. 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)

        5.3.1.1. Analyze existing customers

        5.3.1.2. 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

        5.4.2.1. Forecast volume of customer service contacts

        5.4.2.2. Schedule customer service work force

        5.4.2.3. Track work force utilization

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

      5.4.3. Manage customer service requests/inquiries

        5.4.3.1. Receive customer requests/inquiries

        5.4.3.2. Generate customer service request

        5.4.3.3. Route customer requests/inquiries

        5.4.3.4. Respond to customer requests/inquiries

        5.4.3.5. Perform customer-based operations

      5.4.4. Manage customer complaints

        5.4.4.1. Manage customer service complaints

        5.4.4.2. Receive customer complaints

        5.4.4.3. Route customer complaints

        5.4.4.4. Resolve customer complaints

        5.4.4.5. Respond to customer complaints

      5.4.5. Manage customer appeals and grievances

        5.4.5.1. Receive appeals and grievances

        5.4.5.2. Investigate appeals and grievances

        5.4.5.3. Communicate with appellants

        5.4.5.4. Conduct customer service grievances process

    5.5. Measure and evaluate customer service operations

      5.5.1. Measure customer satisfaction with customer requests/inquiries handling

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

        5.5.1.2. Solicit post-sale customer feedback on ad effectiveness

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

        5.5.1.4. Provide customer feedback to product management on products and services

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

        5.5.2.1. Solicit customer feedback on complaint handling and resolution

        5.5.2.2. Analyze customer complaint data and identify improvement opportunities

      5.5.3. Measure customer satisfaction with products and services

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

        5.5.3.2. Solicit post-sale customer feedback on ad effectiveness

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

        5.5.3.4. Provide customer feedback to product management on products and services

6. Develop and Manage Human Capital

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

      6.1.1. Develop human resources strategy

        6.1.1.1. Identify strategic HR needs

        6.1.1.2. Define HR and business function roles and accountability

        6.1.1.3. Determine HR costs

        6.1.1.4. Establish HR measures

        6.1.1.5. Communicate HR strategies

        6.1.1.6. Develop strategy for HR systems/technologies/tools

      6.1.2. Develop and implement workforce strategy and policies

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

        6.1.2.2. Plan employee resourcing requirements per unit/organization

        6.1.2.3. Develop compensation plan

        6.1.2.4. Develop succession plan

        6.1.2.5. Develop employee diversity plan

        6.1.2.6. Develop other HR programs

        6.1.2.7. Develop HR policies

        6.1.2.8. Administer HR policies

        6.1.2.9. Plan employee benefits

        6.1.2.10. Develop work force strategy models

      6.1.3. Monitor and update strategy, plans, and policies

        6.1.3.1. Measure realization of objectives

        6.1.3.2. Measure contribution to business strategy

        6.1.3.3. Communicate plans and provide updates to stakeholders

        6.1.3.4. Review and revise HR plans

      6.1.4. Develop competency mangement models

    6.2. Recruit, source, and select employees

      6.2.1. Manage employee requisitions

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

        6.2.1.2. Develop and open job requisitions

        6.2.1.3. Develop job descriptions

        6.2.1.4. Post requisition

        6.2.1.5. Manage internal/external job posting Web sites

        6.2.1.6. Modify requisitions

        6.2.1.7. Notify hiring manager

        6.2.1.8. Manage requisition dates

      6.2.2. Recruit/Source candidates

        6.2.2.1. Determine recruitment methods and channels

        6.2.2.2. Perform recruiting activities/events

        6.2.2.3. Manage recruitment vendors

        6.2.2.4. Manage employee referral programs

        6.2.2.5. Manage recruitment channels

      6.2.3. Screen and select candidates

        6.2.3.1. Identify and deploy candidate selection tools

        6.2.3.2. Interview candidates

        6.2.3.3. Test candidates

        6.2.3.4. Select and reject candidates

        6.2.3.5. Obtain candidate background information

      6.2.4. Manage new hire/re-hire

        6.2.4.1. Draw up and make offer

        6.2.4.2. Negotiate offer

        6.2.4.3. Hire candidate

      6.2.5. Manage applicant information

        6.2.5.1. Create applicant record

        6.2.5.2. Manage/track applicant data

        6.2.5.3. Archive and retain records of non-hires

    6.3. Develop and counsel employees

      6.3.1. Manage employee orientation and deployment

        6.3.1.1. Create/maintain employee on-boarding program

        6.3.1.2. Evaluate the effectiveness of employee on-boarding program

        6.3.1.3. Execute onboarding program

      6.3.2. Manage employee performance

        6.3.2.1. Define performance objectives

        6.3.2.2. Review, appraise, and manage employee performance

        6.3.2.3. Evaluate and review performance program

      6.3.3. Manage employee development

        6.3.3.1. Define employee development guidelines

        6.3.3.2. Develop employee career plans

        6.3.3.3. Manage employee skills development

      6.3.4. Develop and train employees

        6.3.4.1. Align employee and organization development needs

        6.3.4.2. Align learning programs with competencies

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

        6.3.4.4. Develop, conduct, and manage employee and/or management training programs

    6.4. Manage employee relations

      6.4.1. Manage 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

        6.5.1.1. Develop salary/compensation structure and plan

        6.5.1.2. Develop benefits and reward plan

        6.5.1.3. Perform competitive analysis of benefit and rewards

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

        6.5.1.5. Administer compensation and rewards to employees

        6.5.1.6. Reward and motivate employees

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

      6.5.2. Manage and administer benefits

        6.5.2.1. Deliver employee benefits program

        6.5.2.2. Administer benefit enrollment

        6.5.2.3. Process claims

        6.5.2.4. Perform benefit reconciliation

      6.5.3. Manage employee assistance and retention

      6.5.4. Administer payroll

    6.6. 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

        6.6.7.1. 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

        7.1.1.1. Build strategic intelligence

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

        7.1.1.3. Define strategic standards, guidelines, and principles

        7.1.1.4. Define and establish IT architecture and development standards

        7.1.1.5. Define strategic vendors for IT components

        7.1.1.6. Establish IT governance organization and processes

        7.1.1.7. Build strategic plan to support business objectives

      7.1.2. Define the enterprise architecture

        7.1.2.1. Establish the enterprise architecture definition

        7.1.2.2. Confirm enterprise architecture maintenance approach

        7.1.2.3. Maintain the relevance of the enterprise architecture

        7.1.2.4. Act as clearinghouse for IT research and innovation

        7.1.2.5. Govern the enterprise architecture

      7.1.3. Manage the IT portfolio

        7.1.3.1. Establish the IT portfolio

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

        7.1.3.3. Provision resources in accordance with strategic priorities

      7.1.4. Perform IT research and innovation

        7.1.4.1. Research technologies to innovate IT services and solutions

        7.1.4.2. Transition viable technologies for IT services and solutions development

      7.1.5. Evaluate and communicate IT business value and performance

        7.1.5.1. Establish and monitor key performance indicators

        7.1.5.2. Evaluate IT plan performance

        7.1.5.3. Communicate IT value

    7.2. Develop and manage IT customer relationships

      7.2.1. Develop IT services and solutions strategy

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

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

        7.2.1.3. Formulate IT services and solutions strategic initiatives

        7.2.1.4. Coordinate strategies with internal stakeholders to ensure alignment

        7.2.1.5. Evaluate and select IT services and solutions strategic initiatives

      7.2.2. Develop and manage IT service levels

        7.2.2.1. Create and maintain the IT services and solutions catalog

        7.2.2.2. Establish and maintain business and IT service -evel agreements

        7.2.2.3. Evaluate and report service-level attainment results

        7.2.2.4. Communicate business and IT service-level improvement opportunities

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

        7.2.3.1. Analyze IT services and solutions consumption and usage

        7.2.3.2. Develop and implement incentive programs that improve consumption efficiency

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

      7.2.4. Manage IT customer satisfaction

        7.2.4.1. Capture and analyze customer satisfaction

        7.2.4.2. Assess and communicate customer satisfaction patterns

        7.2.4.3. Initiate improvements based on customer satisfaction patterns

      7.2.5. Market IT services and solutions

        7.2.5.1. Develop IT services and solutions marketing strategy

        7.2.5.2. Develop and manage IT customer strategy

        7.2.5.3. Manage IT services and solutions advertising and promotional campaigns

        7.2.5.4. Process and track IT services and solutions orders

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

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

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

    7.4. Manage enterprise information

      7.4.1. Develop information and content management strategies

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

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

        7.4.1.3. Identify and prioritize information and content management actions

      7.4.2. Define the enterprise information architecture

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

        7.4.2.2. Define information access requirements

        7.4.2.3. Establish data custodianship

        7.4.2.4. Manage changes to content data architecture requirements

      7.4.3. Manage information resources

        7.4.3.1. Define the enterprise information/data policies and standards

        7.4.3.2. Develop and implement data and content administration

      7.4.4. Perform enterprise data and content management

        7.4.4.1. Define sources and destinations of content data

        7.4.4.2. Manage technical interfaces to users of content

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

        7.4.4.4. Manage documents

    7.5. Develop and maintain information technology solutions

      7.5.1. Develop the IT development strategy

        7.5.1.1. Establish sourcing strategy for IT development

        7.5.1.2. Define development processes, methodologies, and tools standards

        7.5.1.3. Select development methodologies and tools

      7.5.2. Perform IT services and solutions life cycle planning

        7.5.2.1. Plan development of new requirements

        7.5.2.2. Plan development of feature and functionality enhancement

        7.5.2.3. Develop life cycle plan for IT services and solutions

      7.5.3. Develop and maintain IT services and solutions architecture

        7.5.3.1. Create IT services and solutions architecture

        7.5.3.2. Revise IT services and solutions architecture

        7.5.3.3. Retire IT services and solutions architecture

      7.5.4. Create IT services and solutions

        7.5.4.1. Understand confirmed requirements

        7.5.4.2. Design IT services and solutions

        7.5.4.3. Acquire/Develop IT service/solution components

        7.5.4.4. Train services and solutions resources

        7.5.4.5. Test IT services/solutions

        7.5.4.6. Confirm customer acceptance

      7.5.5. Maintain IT services and solutions

        7.5.5.1. Understand upkeep/enhance requirements and defect analysis

        7.5.5.2. Design change to existing IT service/solution

        7.5.5.3. Acquire/develop changed IT service/solution component

        7.5.5.4. Test IT service/solution change

        7.5.5.5. Retire solutions and services

    7.6. Deploy information technology solutions

      7.6.1. Develop the IT deployment strategy

        7.6.1.1. Establish IT services and solutions change policies

        7.6.1.2. Define deployment process, procedures, and tools standards

        7.6.1.3. Select deployment methodologies and tools

      7.6.2. Plan and implement changes

        7.6.2.1. Plan change deployment

        7.6.2.2. Communicate changes to stakeholders

        7.6.2.3. Administer change schedule

        7.6.2.4. Train impacted users

        7.6.2.5. Distribute and install change

        7.6.2.6. Verify change

      7.6.3. Plan and manage releases

        7.6.3.1. Understand and coordinate release design and acceptance

        7.6.3.2. Plan release rollout

        7.6.3.3. Distribute and install release

        7.6.3.4. Verify release

    7.7. Deliver and support information technology services

      7.7.1. Develop IT services and solution delivery strategy

        7.7.1.1. Establish sourcing strategy for IT delivery

        7.7.1.2. Define delivery processes, procedures, and tools standards

        7.7.1.3. Select delivery methodologies and tools

      7.7.2. Develop IT support strategy

        7.7.2.1. Establish sourcing strategy for IT support

        7.7.2.2. Define IT support services

      7.7.3. Manage IT infrastructure resources

        7.7.3.1. Manage IT inventory and assets

        7.7.3.2. Manage IT resource capacity

      7.7.4. Manage IT infrastructure operations

        7.7.4.1. Deliver IT services and solutions

        7.7.4.2. Perform IT operations support services

      7.7.5. Support IT services and solutions

        7.7.5.1. Manage availability

        7.7.5.2. Manage facilities

        7.7.5.3. Manage backup/recovery

        7.7.5.4. Manage performance and capacity

        7.7.5.5. Manage incidents

        7.7.5.6. Manage problems

        7.7.5.7. Manage inquiries

8. Manage Financial Resources

    8.1. Perform planning and management accounting

      8.1.1. Perform planning/budgeting/forecasting

        8.1.1.1. Develop and maintain budget policies and procedures

        8.1.1.2. Prepare periodic budgets and plans

        8.1.1.3. Prepare periodic financial forecasts

      8.1.2. Perform cost accounting and control

        8.1.2.1. Perform inventory accounting

        8.1.2.2. Perform profit center accounting

        8.1.2.3. Perform cost of sales analysis

        8.1.2.4. Perform product costing

        8.1.2.5. Perform variance analysis

        8.1.2.6. Report on profitability

      8.1.3. Perform cost management

        8.1.3.1. Determine key cost drivers

        8.1.3.2. Measure cost drivers

        8.1.3.3. Determine critical activities

        8.1.3.4. Manage asset resource deployment and utilization

      8.1.4. Evaluate and manage financial performance

        8.1.4.1. Assess customer and product profitability

        8.1.4.2. Report on financial profitability

        8.1.4.3. Evaluate new products

        8.1.4.4. Perform life cycle costing

        8.1.4.5. Optimize customer and product mix

        8.1.4.6. Track performance of new customer and product strategies

        8.1.4.7. Prepare activity-based performance measures

        8.1.4.8. Manage continuous cost improvement

    8.2. Perform revenue accounting

      8.2.1. Process customer credit

        8.2.1.1. Analyze credit scoring history

        8.2.1.2. Forecast credit scoring requirement

        8.2.1.3. Review existing accounts

        8.2.1.4. Produce credit/collection reports

        8.2.1.5. Reinstate or suspend accounts based on credit policies

      8.2.2. Invoice customer

        8.2.2.1. Maintain customer/product master files

        8.2.2.2. Generate customer billing data

        8.2.2.3. Transmit billing data to customers

        8.2.2.4. Post receivable entries

        8.2.2.5. Resolve customer billing inquiries

      8.2.3. Process accounts receivable (AR)

        8.2.3.1. Establish AR policies

        8.2.3.2. Receive/Deposit customer payments

        8.2.3.3. Apply cash remittances

        8.2.3.4. Prepare AR reports

        8.2.3.5. Post AR activity to the general ledger

      8.2.4. Manage and process collections

        8.2.4.1. Establish policies for delinquent accounts

        8.2.4.2. Analyze delinquent account balances

        8.2.4.3. Correspond/Negotiate with delinquent accounts

        8.2.4.4. Discuss account resolution with internal parties

        8.2.4.5. Process adjustments/write-off balances

        8.2.4.6. Perform recovery

        8.2.4.7. Manage default

      8.2.5. Manage and process adjustments/deductions

        8.2.5.1. Establish policies/procedures for adjustments

        8.2.5.2. Analyze adjustments

        8.2.5.3. Correspond/Negotiate with customer

        8.2.5.4. Discuss resolution with internal parties

        8.2.5.5. Prepare chargeback invoices

        8.2.5.6. Process related entries

    8.3. Perform general accounting and reporting

      8.3.1. Manage policies and procedures

        8.3.1.1. Negotiate service-level agreements

        8.3.1.2. Establish accounting policies

        8.3.1.3. Set and enforce approval limits

        8.3.1.4. Establish common financial systems

      8.3.2. Perform general accounting

        8.3.2.1. Maintain chart of accounts

        8.3.2.2. Process journal entries

        8.3.2.3. Process allocations

        8.3.2.4. Post and reconcile intercompany transactions

        8.3.2.5. Perform contract accounting - corporate function

        8.3.2.6. Perform bank accounting - corporate function

        8.3.2.7. Account for financial instruments: sub-ledger

      8.3.3. Perform closing of general ledger

        8.3.3.1. Close sub-ledgers and post to general ledger

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

        8.3.3.3. Reconcile general ledger accounts

        8.3.3.4. Perform consolidations and process eliminations

        8.3.3.5. Prepare trial balance

        8.3.3.6. Prepare and post management adjustments

      8.3.4. Perform fixed asset accounting

        8.3.4.1. Establish fixed asset policies and procedures

        8.3.4.2. Maintain fixed asset master data files

        8.3.4.3. Process and record fixed asset additions and retires

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

        8.3.4.5. Calculate and record depreciation expense

        8.3.4.6. Process and record fixed asset maintenance and repair expenses

        8.3.4.7. Reconcile fixed asset ledger

        8.3.4.8. Track fixed assets including physical inventory

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

      8.3.5. Manage enterprise financial assets

        8.3.5.1. Plan and design investment

        8.3.5.2. Procure and construct financial assets

        8.3.5.3. Perform decommission and disposal

        8.3.5.4. Perform asset analytics and performance optimization

      8.3.6. Perform financial reporting

        8.3.6.1. Prepare business unit financial statements

        8.3.6.2. Prepare consolidated financial statements

        8.3.6.3. Perform business unit reporting/review management reports

        8.3.6.4. Perform consolidated reporting/review of cost management reports

        8.3.6.5. Prepare statements for board review

        8.3.6.6. Produce quarterly/annual filings and shareholder reports

        8.3.6.7. Produce regulatory reports

        8.3.6.8. Perform legal and management consolidation

    8.4. Manage fixed asset project accounting

      8.4.1. Perform capital planning and project approval

        8.4.1.1. Develop capital investment policies and procedures

        8.4.1.2. Develop and approve capital expenditure plans and budgets

        8.4.1.3. Review and approve capital projects and fixed asset acquisitions

        8.4.1.4. Conduct financial justification for project approval

      8.4.2. Perform capital project accounting

        8.4.2.1. Create project account codes

        8.4.2.2. Record project-related transactions

        8.4.2.3. Monitor and track capital projects and budget spending

        8.4.2.4. Close/capitalize projects

        8.4.2.5. Measure financial returns on completed capital projects

    8.5. Process payroll

      8.5.1. Report time

        8.5.1.1. Establish policies and procedures

        8.5.1.2. Collect and record employee time worked

        8.5.1.3. Analyze and report paid and unpaid leave

        8.5.1.4. Monitor regular, overtime, and other hours

        8.5.1.5. Analyze and report employee utilization

      8.5.2. Manage pay

        8.5.2.1. Enter employee time worked into payroll system

        8.5.2.2. Maintain and administer employee earnings information

        8.5.2.3. Maintain and administer applicable deductions

        8.5.2.4. Monitor changes in tax status of employees

        8.5.2.5. Process and distribute payments

        8.5.2.6. Process and distribute manual checks

        8.5.2.7. Process period end adjustments

        8.5.2.8. Respond to employee payroll inquiries

      8.5.3. Process payroll taxes

        8.5.3.1. Develop tax plan

        8.5.3.2. Manage tax plan

        8.5.3.3. Calculate and pay applicable payroll taxes

        8.5.3.4. Produce and distribute employee annual tax statements

        8.5.3.5. File regulatory payroll tax forms

    8.6. Process accounts payable and expense reimbursements

      8.6.1. Process accounts payable (AP)

        8.6.1.1. Verify AP pay file with PO vendor master file

        8.6.1.2. Maintain/manage electronic commerce

        8.6.1.3. Audit invoices and key data in AP system

        8.6.1.4. Approve payments

        8.6.1.5. Process financial accruals and reversals

        8.6.1.6. Process taxes

        8.6.1.7. Research/resolve exceptions

        8.6.1.8. Process payments

        8.6.1.9. Respond to AP inquiries

        8.6.1.10. Retain records

        8.6.1.11. Adjust accounting records

      8.6.2. Process expense reimbursements

        8.6.2.1. Establish and communicate expense reimbursement policies and approval limits

        8.6.2.2. Capture and report relevant tax data

        8.6.2.3. Approve reimbursements and advances

        8.6.2.4. Process reimbursements and advances

        8.6.2.5. Manage personal accounts

    8.7. Perform liability and insurance reserve valuations

      8.7.1. Reconcile claim cash flows

        8.7.1.1. Compile check register entries

        8.7.1.2. Compare check register to cash flow invoices

        8.7.1.3. Reconcile differences

        8.7.1.4. Process prior period inter-company subrogation-related adjustments

        8.7.1.5. Allocate other top side adjustments

      8.7.2. Apply valuation standards

        8.7.2.1. Compile claim data into required format

        8.7.2.2. Validate data form and content

        8.7.2.3. Apply business conditions, operating environment and other assumptions

        8.7.2.4. Perform calculations per actuarial and regulatory standards

        8.7.2.5. Reconcile and validate results for changes in business and/or operating environment

        8.7.2.6. Review results of analysis with management

        8.7.2.7. Process ledger entries to line of business and legal entity

        8.7.2.8. Issue actuarial opinion by qualified actuary

      8.7.3. Manage reserving controls, policies and procedures

        8.7.3.1. Establish scope and governance of reserve setting function

        8.7.3.2. Establish and publish security and controls guidelines

        8.7.3.3. Document reserve setting protocols and responsibilities

        8.7.3.4. Monitor reserve setting and claim reconciliation procedures

        8.7.3.5. Audit reserve setting procedures

        8.7.3.6. Revise and update reserve and liability determination procedures for regulatory or controls related items

        8.7.3.7. Develop and confirm internal controls

        8.7.3.8. Define system security requirements and permissions

    8.8. Manage treasury operations

      8.8.1. Manage treasury policies and procedures

        8.8.1.1. Establish scope and governance of treasury operations

        8.8.1.2. Establish and publish treasury policies

        8.8.1.3. Develop treasury procedures

        8.8.1.4. Monitor treasury procedures

        8.8.1.5. Audit treasury procedures

        8.8.1.6. Revise treasury procedures

        8.8.1.7. Develop and confirm internal controls for treasury

        8.8.1.8. Define system security requirements

      8.8.2. Manage cash

        8.8.2.1. Manage and reconcile cash positions

        8.8.2.2. Manage cash equivalents

        8.8.2.3. Process and oversee electronic fund transfers (EFTs)

        8.8.2.4. Develop cash flow forecasts

        8.8.2.5. Manage cash flows

        8.8.2.6. Produce cash management accounting transactions and reports

        8.8.2.7. Manage and oversee banking relationships

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

        8.8.2.9. Analyze/Approve new account applications for customer credit

      8.8.3. Manage in-house bank accounts

        8.8.3.1. Manage in-house bank accounts for subsidiaries

        8.8.3.2. Manage and facilitate inter-company borrowing transactions

        8.8.3.3. Manage centralized outgoing payments on behalf of subsidiaries

        8.8.3.4. Manage central incoming payments on behalf of subsidiaries

        8.8.3.5. Manage internal payments and netting transactions

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

        8.8.3.7. Provide account statements for in-house bank accounts

      8.8.4. Manage debt and investment

        8.8.4.1. Establish investment policy

          8.8.4.1.1. Research investments

          8.8.4.1.2. Analyse and evaluate debt and investment portfolio performance

        8.8.4.2. Process and oversee debt and investment transactions

        8.8.4.3. Process and oversee foreign currency transactions

        8.8.4.4. Produce debt and investment accounting transaction reports

        8.8.4.5. Process and oversee interest rate transactions

      8.8.5. Monitor and execute risk and hedging transactions

        8.8.5.1. Review product portfolio

        8.8.5.2. Review counterparty credit limit

        8.8.5.3. Analyze capital adequacy history

        8.8.5.4. Forecast capital adequacy policy

        8.8.5.5. Develop and execute hedging transactions

        8.8.5.6. Evaluate and refine hedging positions

        8.8.5.7. Produce hedge accounting transactions and reports

        8.8.5.8. Monitor credit

      8.8.6. Conduct actuarial services

        8.8.6.1. Develop trends analysis

          8.8.6.1.1. Develop cost and trend projections

        8.8.6.2. Conduct actuarial informatics/reporting

        8.8.6.3. Manage experience rating

          8.8.6.3.1. Perform pre-sale underwriting reviews

          8.8.6.3.2. Review claims experiences

          8.8.6.3.3. Determine premiums

        8.8.6.4. Perform pool/block rating management

          8.8.6.4.1. Develop rating methodology

          8.8.6.4.2. Publish pool/block rates

          8.8.6.4.3. Manage rating tools

        8.8.6.5. Conduct pool/block underwriting

          8.8.6.5.1. Review experience and history

          8.8.6.5.2. Determine pool/block premium

        8.8.6.6. Provide underwriting support

    8.9. Manage taxes

      8.9.1. Develop tax strategy and plan

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

        8.9.1.2. Consolidate and optimize total tax plan

        8.9.1.3. Maintain tax master data

      8.9.2. Process taxes

        8.9.2.1. Perform tax planning/strategy

        8.9.2.2. Prepare returns

        8.9.2.3. Prepare foreign taxes

        8.9.2.4. Calculate deferred taxes

        8.9.2.5. Account for taxes

        8.9.2.6. Monitor tax compliance

        8.9.2.7. Address tax inquiries

    8.10. Manage international funds/consolidation

      8.10.1. Monitor international rates

      8.10.2. Manage transactions

      8.10.3. Monitor currency exposure/hedge currency

      8.10.4. Report results

    8.11. Perform global trade services

      8.11.1. Screen sanctioned party list

      8.11.2. Control exports and imports

      8.11.3. Classify products

      8.11.4. Calculate duty

      8.11.5. Communicate with customs

      8.11.6. Document trade

      8.11.7. Process trade preferences

      8.11.8. Handle restitution

      8.11.9. Prepare letter of credit

    8.12. Manage internal controls

      8.12.1. Establish internal controls, policies, and procedures

        8.12.1.1. Establish board of directors and audit committee

        8.12.1.2. Define and communicate code of ethics

        8.12.1.3. Assign roles and responsibility for internal controls

        8.12.1.4. Define business process objectives and risks

        8.12.1.5. Define entity/unit risk tolerances

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

        8.12.2.1. Design and implement control activities

        8.12.2.2. Monitor control effectiveness

        8.12.2.3. Remediate control deficiencies

        8.12.2.4. Create compliance function

        8.12.2.5. Operate compliance function

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

      8.12.3. Report on internal controls compliance

        8.12.3.1. Report to external auditors

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

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

        8.12.3.4. 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

        9.1.1.1. Confirm alignment of property requirements with business strategy

        9.1.1.2. Assess the external environment

        9.1.1.3. Determine build or buy decision

      9.1.2. Develop, construct, and modify sites

      9.1.3. Plan facility

        9.1.3.1. Design facility

        9.1.3.2. Analyze budget

        9.1.3.3. Select property

        9.1.3.4. Negotiate terms for facility

        9.1.3.5. Manage construction or modification to building

      9.1.4. Provide workspace and assets

        9.1.4.1. Acquire workspace and assets

        9.1.4.2. 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

        9.2.4.1. Relocate people

        9.2.4.2. Relocate material and tools

    9.3. Obtain and install assets, equipment, and tools

      9.3.1. Develop ongoing maintenance policies for production assets

        9.3.1.1. Analyze assets and predict maintenance requirements

        9.3.1.2. Develop approach to integrate preventive maintenance into production schedule

      9.3.2. Obtain and install equipment

        9.3.2.1. Procure equipment

        9.3.2.2. 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

        10.1.1.1. Determine risk tolerance for organization

        10.1.1.2. Develop and maintain enterprise risk policies and procedures

        10.1.1.3. Identify and implement enterprise risk management tools

        10.1.1.4. Coordinate the sharing of risk knowledge across the organization

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

      10.1.2. Oversee and coordinate enterprise risk management activities

        10.1.2.1. Identify enterprise level risks

        10.1.2.2. Assess risks to determine which to mitigate

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

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

        10.1.2.5. Ensure risks and risk mitigation actions are monitored

          10.1.2.5.1. Design risk management operating models

            10.1.2.5.1.1. Design and implement risk control activities

            10.1.2.5.1.2. Monitor risk management effectiveness

            10.1.2.5.1.3. Remediate risk management deficiencies

            10.1.2.5.1.4. Create risk management functions

          10.1.2.5.2. Manage and monitor risk management operating models

            10.1.2.5.2.1. Operate risk management function

            10.1.2.5.2.2. Implement and maintain risk management-related enabling technologies and tools

            10.1.2.5.2.3. Review and generate risk reports

            10.1.2.5.2.4. Perform limit management

            10.1.2.5.2.5. Manage and mitigate risk

            10.1.2.5.2.6. Establish record retention policy

            10.1.2.5.2.7. Define entity/unit risk tolerances

        10.1.2.6. Report on risk activities

      10.1.3. Manage business unit and function risk

        10.1.3.1. Identify risks

        10.1.3.2. Assess risks using enterprise risk framework policies and procedures

        10.1.3.3. Develop mitigation plans for risks

        10.1.3.4. Implement mitigation plans for risks

        10.1.3.5. Monitor risks

        10.1.3.6. Analyze risk activities and update plans

        10.1.3.7. Report on risk activities

        10.1.3.8. Manage environmental health and safety (EHS)

          10.1.3.8.1. Determine environmental health and safety impacts

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

            10.1.3.8.1.2. Conduct health and safety and environmental audits

          10.1.3.8.2. Develop and execute functional EHS program

            10.1.3.8.2.1. Identify regulatory and stakeholder requirements

            10.1.3.8.2.2. Assess future risks and opportunities

            10.1.3.8.2.3. Create EHS policy

            10.1.3.8.2.4. Record and manage ehs events

          10.1.3.8.3. Train and educate functional employees

            10.1.3.8.3.1. Communicate EHS issues to stakeholders and provide support

          10.1.3.8.4. Monitor and manage functional EHS management program

            10.1.3.8.4.1. Manage EHS costs and benefits

            10.1.3.8.4.2. Measure and report EHS performance

            10.1.3.8.4.3. Implement emergency response program

            10.1.3.8.4.4. Implement pollution prevention program

            10.1.3.8.4.5. Provide employees with EHS support

      10.1.4. Manage operational risk

        10.1.4.1. Analyze operational risk history

        10.1.4.2. Forecast operational risk requirement

        10.1.4.3. Provide operational risk capital allocation

        10.1.4.4. Assess operational compliance to process controls

        10.1.4.5. Implement segregation of duties controls

        10.1.4.6. Calculate operational risks according to industry regulations and national legislation

        10.1.4.7. Calculate operational risks according to internal models

        10.1.4.8. Report disclosure (industry regulations) and internal reporting

          10.1.4.8.1. Perform risk based capital and other solvency based reporting

            10.1.4.8.1.1. Collect required documentation and national association insurance commissioners guidelines

            10.1.4.8.1.2. Compile documentation associated with each risk based capital component

            10.1.4.8.1.3. Quantify risks in risk based capital formula and worksheets

            10.1.4.8.1.4. Validate calculations against regulatory updates

            10.1.4.8.1.5. Perform sensitivity testing

            10.1.4.8.1.6. Update analysis for changes in treasury management, business operations

            10.1.4.8.1.7. Finalize and file risk based capital report

            10.1.4.8.1.8. Coordinate required amounts with treasury (cash) management

        10.1.4.9. Perform operational loss and risk event data capture

        10.1.4.10. Audit information system

      10.1.5. Manage financial risk

        10.1.5.1. Manage credit risk

          10.1.5.1.1. Acquire credit risk data

          10.1.5.1.2. Develop credit policies

          10.1.5.1.3. Manage global credit limits

          10.1.5.1.4. Develop an early-warning system

          10.1.5.1.5. Manage issuer exposure

          10.1.5.1.6. Manage credit portfolio

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

          10.1.5.1.8. Perform stress testing

          10.1.5.1.9. Calibrate and validate credit risk models (rating models, LGD-, PD-, and CCF Models)

        10.1.5.2. Manage strategic investment risk

          10.1.5.2.1. Perform asset liability management analytics

          10.1.5.2.2. Perform asset liability management simulation

          10.1.5.2.3. Plan liquidity and asset liability management

          10.1.5.2.4. Perform asset liability hedging

          10.1.5.2.5. Perform asset liability management reporting

          10.1.5.2.6. Manage global limits of asset liability management (ALM) risk key figures

        10.1.5.3. Manage market risk (includes interest risk, foreign exchange, or currency risk, etc.)

          10.1.5.3.1. Manage global market limits

          10.1.5.3.2. Manage early-warning system

          10.1.5.3.3. Manage market data

          10.1.5.3.4. Model internal market risk

          10.1.5.3.5. Perform back-testing

        10.1.5.4. Manage fraud and misconduct

          10.1.5.4.1. Develop strategy and monitoring program

            10.1.5.4.1.1. Determine capacity and size of investigation unit

            10.1.5.4.1.2. Implement anti-fraud and abuse solution

          10.1.5.4.2. Manage investigation unit and anti fraud and abuse operations

            10.1.5.4.2.1. Set program thresholds to match investigation unit capacity

            10.1.5.4.2.2. Scan incoming claims to detect anomalies and suspicious patterns

            10.1.5.4.2.3. Score and prioritize transactions according to risk level

            10.1.5.4.2.4. Flag and hold suspicious transactions for further investigation

            10.1.5.4.2.5. Manage investigation case and bring to conclusion

        10.1.5.5. Manage insurance risk

          10.1.5.5.1. Manage reinsurance

            10.1.5.5.1.1. Set-up proportional treaty master

            10.1.5.5.1.2. Set-up non-proportional XL treaty master

            10.1.5.5.1.3. Set-up non-proportional CAT XL treaty master

            10.1.5.5.1.4. Set-up facultative treaty

          10.1.5.5.2. Manage portfolio risk

            10.1.5.5.2.1. Manage Life Risk

            10.1.5.5.2.2. Manage Non-Life Risk

            10.1.5.5.2.3. Manage Health Risk (non-life)

            10.1.5.5.2.4. Manage Disability Risk (non-life)

    10.2. Manage compliance

      10.2.1. Establish compliance framework and policies

        10.2.1.1. Develop enterprise compliance policies and procedures

        10.2.1.2. Implement enterprise compliance activities

        10.2.1.3. Manage internal audits

        10.2.1.4. Maintain controls-related technologies and tools

      10.2.2. Manage regulatory compliance

        10.2.2.1. Develop regulatory compliance procedures

        10.2.2.2. Identify applicable regulatory requirements

        10.2.2.3. Perform regulatory requirements

          10.2.2.3.1. Compile rate filing documentation

          10.2.2.3.2. Upload information into state rating system(s)

          10.2.2.3.3. Perform quality control testing on load

          10.2.2.3.4. Validate rate load and internal system consistency

          10.2.2.3.5. Compile rate assumptions and documentation

          10.2.2.3.6. Issue actuarial memorandum by qualified actuary

        10.2.2.4. Monitor the regulatory environment for changing or emerging regulations

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

        10.2.2.6. Ensure compliance with Sarbanes-Oxley Act

        10.2.2.7. Implement missing or stronger regulatory compliance controls and policies

        10.2.2.8. Monitor and test, on an ongoing and scheduled basis, regulatory compliance position and existing controls, defining controls that should be added, removed, or modified as required

        10.2.2.9. 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

        11.4.4.1. Plan and initiate compliance program

        11.4.4.2. Execute compliance program

      11.4.5. Manage outside counsel

        11.4.5.1. Assess problem and determine work requirements

        11.4.5.2. Engage/retain outside counsel if necessary

        11.4.5.3. Receive strategy/budget

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

        11.4.5.5. Process payment for legal services

        11.4.5.6. Track legal activity/performance

      11.4.6. Protect intellectual property

        11.4.6.1. Manage copyrights and patents

        11.4.6.2. Maintain intellectual property rights and restrictions

        11.4.6.3. Administer licensing terms

        11.4.6.4. Administer options

      11.4.7. Resolve disputes and litigations

      11.4.8. Provide legal advice/counseling

      11.4.9. Negotiate and document agreements/contracts

    11.5. Manage public relations program

      11.5.1. Manage community relations

      11.5.2. Manage media relations

      11.5.3. Promote political stability

      11.5.4. Create press releases

      11.5.5. Issue press releases

    11.6. Provide corporate services to manage external relations

      11.6.1. Manage travel

        11.6.1.1. Submit travel request and obtain pre-trip approval

        11.6.1.2. Plan travel - online booking

        11.6.1.3. Perform travel and expense management

        11.6.1.4. Ensure global travel policy compliance

        11.6.1.5. 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

        12.1.1.1. Define and manage governance approach

        12.1.1.2. Establish and maintain process tools and templates

        12.1.1.3. Assign and support process ownership

        12.1.1.4. Perform process governance activities

      12.1.2. Define and manage process frameworks

        12.1.2.1. Establish and maintain process framework

        12.1.2.2. Identify cross-functional processes

      12.1.3. Define processes

        12.1.3.1. Scope processes

        12.1.3.2. Analyze processes

        12.1.3.3. Map processes

        12.1.3.4. Publish processes

      12.1.4. Manage process performance

        12.1.4.1. Provide process training

        12.1.4.2. Support process execution

        12.1.4.3. Measure and report process performance

      12.1.5. Improve processes

        12.1.5.1. Identify and select improvement opportunities

        12.1.5.2. Manage improvement projects

        12.1.5.3. Perform continuous improvement activities

    12.2. Manage portfolio, program, and project

      12.2.1. Manage portfolio

        12.2.1.1. Establish portfolio strategy

        12.2.1.2. Define portfolio governance

        12.2.1.3. Monitor and control portfolio

      12.2.2. Manage programs

        12.2.2.1. Establish program structure and approach

        12.2.2.2. Manage program stakeholders and partners

        12.2.2.3. Manage program execution

        12.2.2.4. Review and report program performance

      12.2.3. Manage projects

        12.2.3.1. Establish project scope

          12.2.3.1.1. Identify project requirements and objectives

          12.2.3.1.2. Identify project resource requirements

          12.2.3.1.3. Assess culture and readiness for project management approach

          12.2.3.1.4. Identify appropriate project management methodologies

          12.2.3.1.5. Create business case and obtain funding

          12.2.3.1.6. Develop project measures and indicators

        12.2.3.2. Develop project plans

          12.2.3.2.1. Define roles and resources

          12.2.3.2.2. Identify specific IT requirements

          12.2.3.2.3. Create training and communication plans

          12.2.3.2.4. Design recognition and reward approaches

          12.2.3.2.5. Design and plan launch of project

          12.2.3.2.6. Deploy the project

        12.2.3.3. Execute projects

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

          12.2.3.3.2. Report the status of project

          12.2.3.3.3. Manage project scope

          12.2.3.3.4. Promote and sustain activity and involvement

          12.2.3.3.5. Realign and refresh project management strategy and approaches

        12.2.3.4. Review and report project performance

        12.2.3.5. Close projects

    12.3. Manage enterprise quality

      12.3.1. Establish quality requirements

        12.3.1.1. Define critical-to-quality characteristics

        12.3.1.2. Define preventive quality activities

        12.3.1.3. Develop quality controls

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

          12.3.1.3.2. Define sampling plan

          12.3.1.3.3. Identify measurement methods

          12.3.1.3.4. Define required competencies

        12.3.1.4. Prove capability to assess compliance with requirements

        12.3.1.5. Finalize quality plan

      12.3.2. Evaluate performance to requirements

        12.3.2.1. Test against quality plan

          12.3.2.1.1. Conduct test and collect data

          12.3.2.1.2. Record result(s)

          12.3.2.1.3. Determine disposition of result(s)

        12.3.2.2. Assess results of tests

          12.3.2.2.1. Assess sample significance

          12.3.2.2.2. Summarize result(s)

          12.3.2.2.3. Recommend actions

          12.3.2.2.4. Decide next steps

      12.3.3. Manage non-conformance

        12.3.3.1. Assess potential impact

        12.3.3.2. Determine immediate action(s)

        12.3.3.3. Identify root cause(s)

        12.3.3.4. Take corrective or preventitive action

        12.3.3.5. Close non-conformance

    12.4. 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)

        12.4.6.1. Reward quality excellence

        12.4.6.2. Create and maintain quality partnerships

        12.4.6.3. Maintain talent capabilities and competencies

        12.4.6.4. Incorporate EQMS messaging into communication channels

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

        12.4.6.6. Transfer proven EQMS methods

    12.5. Manage change

      12.5.1. Plan for change

        12.5.1.1. Select process improvement methodology

        12.5.1.2. Assess readiness for change

        12.5.1.3. Determine stakeholders

        12.5.1.4. Engage/Identify champion

        12.5.1.5. Form design team

        12.5.1.6. Define scope

        12.5.1.7. Understand current state

        12.5.1.8. Define future state

        12.5.1.9. Conduct organizational risk analysis

        12.5.1.10. Assess cultural issues

        12.5.1.11. Establish accountability for change management

        12.5.1.12. Identify barriers to change

        12.5.1.13. Determine change enablers

        12.5.1.14. Identify resources and develop measures

      12.5.2. Design the change

        12.5.2.1. Assess connection to other initiatives

        12.5.2.2. Develop change management plans

        12.5.2.3. Develop training plan

        12.5.2.4. Develop communication plan

        12.5.2.5. Develop rewards/incentives plan

        12.5.2.6. Establish change adoption metrics

        12.5.2.7. Establish/Clarify new roles

        12.5.2.8. Identify budget/roles

      12.5.3. Implement change

        12.5.3.1. Create commitment for improvement/change

        12.5.3.2. Re-engineer business processes and systems

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

        12.5.3.4. Monitor change

      12.5.4. Sustain improvement

        12.5.4.1. Monitor improved process performance

        12.5.4.2. Capture and reuse lessons learned from change process

        12.5.4.3. Take corrective action as necessary

      12.5.5. Perform change and configuration management

        12.5.5.1. Notify change/perform change management

        12.5.5.2. Perform engineering change management

        12.5.5.3. Manage change order

        12.5.5.4. Perform configuration management

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

      12.6.1. Develop KM strategy

        12.6.1.1. Develop governance model

        12.6.1.2. Establish central KM core group

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

        12.6.1.4. Develop funding models

        12.6.1.5. Identify links to key initiatives

        12.6.1.6. Develop core KM methodologies

        12.6.1.7. Assess IT needs and engage IT function

        12.6.1.8. Develop training and communication plans

        12.6.1.9. Develop change management approaches

        12.6.1.10. Develop strategic measures and indicators

      12.6.2. Assess KM capabilities

        12.6.2.1. Assess maturity of existing KM initiatives

        12.6.2.2. Evaluate existing KM approaches

        12.6.2.3. Identify gaps and needs

        12.6.2.4. Enhance/Modify existing KM approaches

        12.6.2.5. Develop new KM approaches

        12.6.2.6. Implement new KM approaches

    12.7. Measure and benchmark

      12.7.1. Create and manage organizational performance strategy

        12.7.1.1. Create enterprise measurement systems model

        12.7.1.2. Measure process productivity

        12.7.1.3. Measure cost effectiveness

        12.7.1.4. Measure staff efficiency

        12.7.1.5. Measure cycle time

      12.7.2. Benchmark performance

        12.7.2.1. Conduct performance assessments

        12.7.2.2. Develop benchmarking capabilities

        12.7.2.3. Conduct internal process and external competitive benchmarking

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

        12.7.2.5. Establish need for change

        12.7.2.6. Generate "what if" scenarios

 

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