APQC业务流程分类框架v60

1、P RO C E S S C L A S S I F IC AT I O N F R A M E WO R K S MVersion 6.0.0OVERVIEWAPQCs Process Classification FrameworkSM(PCF) is a taxonomy of cross-functionalOPERATING PROCESSESbusiness processes intended to allow the1.0Develop2.0Develop3.0Market4.0Deliver5.0Manageobjective comparison of organizati

2、onalperformance within and among organizations.VisionandStrategyand ManageProducts andServicesand SellProducts andServicesProductsandServicesCustomerServiceThe PCF was developed by APQC and itsmember companies as an open standardto facilitate improvement through processMANAGEMENT AND SUPPORT SERVICE

3、Smanagement and benchmarking, regardless ofindustry, size, or location. The PCF organizesoperating and management processes into 12enterprise-level categories, including processgroups and more than 1,000 processes andassociated activities. The PCF, its associatedmeasures, and definitions are availab

4、le fordownload at no charge at /pcf.THE FRAMEWORK FORPROCESS IMPROVEMENTExperience shows that the potential of6.07.08.09.010.011.012.0Develop and Manage Human CapitalManage Information TechnologyManage Financial ResourcesAcquire, Construct, and Manage AssetsManage Enterprise Risk, Compli

5、ance, and ResiliencyManage External RelationshipsDevelop and Manage Business Capabilitiesbenchmarking to drive dramatic improvementlies squarely in making out-of-the-box comparisons and searching for insights not typically found within intra-industry paradigms.To enable this beneficial benchmarking,

6、 the APQC Process Classification FrameworkSM (PCF) serves as a high-level, industry-neutralenterprise process model that allows organizations to see their business processes from a cross-industry viewpoint. The cross-industry framework has experienced more than 15 years of creative use by thousands

7、of organizations worldwide. The PCF providesthe foundation for the Open Standards Benchmarking CollaborativeSM (OSBC) database and the work of its advisory council of globalindustry leaders. Each version of the PCF will continue to be enhanced as the OSBC database further develops definitions, proce

8、sses,and measures. The PCF and associated measures and benchmarking surveys are available for download and completion at no chargefrom the Open Standards Benchmarking Collaborative Web site at /osbc.HISTORYThe cross-industry Process Classification Framework was originally envisioned as a

9、 taxonomy of business processes and a commonlanguage through which APQC member organizations could benchmark their processes. The initial design involved APQC and morethan 80 organizations with a strong interest in advancing the use of benchmarking in the United States and worldwide. Since itsincept

10、ion in 1992, the PCF has seen updates to most of its content. These updates keep the framework current with the ways thatorganizations do business around the world. In 2008, APQC and IBM worked together to enhance the cross-industry PCF and todevelop a number of industry-specific process classificat

11、ion frameworks.Version 6.0.0-en-XI July 2012LOOKING FORWARDThe cross-industry and industry Process ClassificationFrameworks are evolving models, which APQC will continueto enhance and improve regularly. Thus, APQC encouragescomments, suggestions, and more importantly, the sharing ofinsights from hav

12、ing applied the PCF within your organization.Share your suggestions and experiences with the PCF bye-mailing pcf_.ABOUT APQCAn internationally recognized resource for process andperformance improvement, APQC helps organizations adapt torapidly changing environments, build new and bet

13、ter ways towork, and succeed in a competitive marketplace. With a focusPROCESS CLASSIFICATION FRAMEWORKSMon productivity, knowledge management, benchmarking, andquality improvement initiatives, APQC works with its memberorganizations to identify best practices; discover effectivemethods of improveme

14、nt; broadly disseminate findings; andconnect individuals with one another and the knowledge,training, and tools they need to succeed. Founded in 1977,APQC is a member-based nonprofit serving organizationsaround the world in all sectors of business, education, andgovernment. APQC is also a proud winn

15、er of the 2003 and2004 North American Most Admired Knowledge Enterprises(MAKE) awards. This award is based on a study by Teleos, aEuropean-based research firm, and the KNOW network.The PCF is written in United States English language format.TABLE OF CONTENTSContent Organization _ 3PCF Levels Explain

16、ed/Number Scheming_ 31.02.03.04.05.06.07.08.09.010.011.012.0Develop Vision and Strategy _ 4Design and Manage Products and Services _ 5Market and Sell Products and Services _ 6Deliver Products and Services _ 8Manage Customer Service _ 10Develop and Manage Human Capital _11Manage Information Technolog

17、y_ 13Manage Financial Resources _ 16Acquire, Construct, and Manage Assets_ 20Manage Enterprise Risk, Compliance, and Resiliency _ 21Manage External Relationships _ 22Develop and Manage Business Capabilities _ 23Process Classification Framework (PCF) Cross-Industry Version 6.0.0 Release Notes _ 26RIG

18、HTS AND PERMISSIONS2012 APQC. ALL RIGHTS RESERVED. APQC encourages the wide distribution, discussion, and use of the PCF for classifying and definingprocesses. APQC grants permission for use and adaptation of the PCF for internal use. For external use, APQC grants permission for publication,distribu

19、tion, and use, provided that proper copyright acknowledgment is made to APQC. No modifications to the look or content should be made inexternal venues. Please use the following text when reusing the PCF in external print or electronic content:THE APQC PROCESS CLASSIFICATION FRAMEWORKSM (PCF)The PCF

20、was developed by non-profit APQC, a global resource for benchmarking and best practices, and its member companies as an open standard to facilitateimprovement through process management and benchmarking, regardless of industry, size, or geography. The PCF organizes operating and management processes

21、into 12 enterprise level categories, including process groups and over 1,000 processes and associated activities. To download the full PCF or industry-specificversions of the PCF as well as associated measures and benchmarking, visit /pcf.2Permission granted to photocopy for personal use

22、. 2012 APQC. ALL RIGHTS RESERVED.CONTENT ORGANIZATIONProcess Classification Framework: The Process Classification Framework (PCF) is an Open Standard and is administered by APQC.PCF LEVELS EXPLAINEDLevel 1Category1.0 Develop Vision and Strategy (10002)Represents the highest level of process in the e

23、nterprise, such as Manage customer service, Supply chain, Financial organization, andHuman resources.Level 2Process Group1.1 Define the business concept and long-term vision (10014)Indicates the next level of processes and represents a group of processes. Perform after sales repairs, Procurement, Ac

24、countspayable, Recruit/source, and Develop sales strategy are examples of process groups.Level 3Process1.1.1 Assess the external environment (10017)A series of interrelated activities that convert inputs into results (outputs); processes consume resources and require standards forrepeatable performa

25、nce; and processes respond to control systems that direct the quality, rate, and cost of performance.Level 4Activity Analyze and evaluate competition (10021)Indicates key events performed when executing a process. Examples of activities include Receive customer requests, Resolvecustomer compl

26、aints, and Negotiate purchasing contracts.Level 5Task.1 Identify project requirements and objectives (11117)Tasks represent the next level of hierarchical decomposition after activities.Tasks are generally much more fine grained and may varywidely across industries. Examples include: Create

27、business case and obtain funding and Design recognition and reward approaches.PROCESS ELEMENT NUMBERING SCHEMEThe PCF identifies each process element using a unique 5-digit reference number following the name of the process element i.e., (10002),(10014), (10017), (10021), (11117), shown in the above

28、 graphic. This number will always refer to the conceptual definition of the processelement. The actual process elements and actual definition may change, but conceptually the decomposition will remain consistentconsidering the entire scope of the PCF. A new 5-digit number will be assigned to a proce

29、ss element if its definition substantially changes.VERSION NUMBERING SCHEMEPCF version numbers are constructed using a “major/minor/defect” version numbering scheme, and refer to the content ofthe PCF themselves, not the documents containing the PCF content.Within a specific release of the PCF (as i

30、dentified in the footer of the document; see example below), thePCF identifies each process element with a “dotted” number, like “6.0.0”.This number is used to provide simple index to refer to specific process elements within the release only.These numbers will change between releases as needed to r

31、eflect the current state of the model.F OOT E R EXA M PL E:Ve r s i o n 6 . 0 . 0 - e n - X IThis number refers to a major release (6) and a minor release (.0.0)in the English language (en) of the cross-industry PCF (XI).APQC may release the same version of the PCF in a number of differentThis refer

32、s to the specificrelease date of the documentcontaining this version of the PDF.channels and at different times to address typographical errors, etc.Changes in the document containing the PCF are identified in the “Release Notes” section (page 21).Version 6.0.0-en-XI July 201231.0 Develop Vision and

33、 Strategy (10002)1.1 Define the business concept and long-term visionDevelop sustainability strategy(10014)1.1.1 Assess the external environment (10017) Analyze and evaluate competition(10021) Identify economic trends (10022)(14189) Develop global support and sharedservic

34、es strategy (14190) Develop lean/continuousimprovement strategy (14197) Identify political and regulatory issues(10023) Assess new technology innovations(10024) Analyze demographics (10025) Identify social and cultural changes(10026) Identify ecological conc

35、erns (10027)1.1.2 Survey market and determine customer needsand wants (10018) Conduct qualitative/quantitativeassessments (10028) Capture and assess customer needs(10029)1.1.3 Perform internal analysis (10019) Analyze organizationalcharacteristics (10030) Create baselines

36、 for currentprocesses (10031) Analyze systems and technology(10032) Analyze financial positions (10033)..61.2.7Select long-term business strategy (10039)Coordinate and align functional and processstrategies (10040)Create organizational design (structure,governance, rep

37、orting, etc.) (10041) Evaluate breadth and depth oforganizational structure (10049) Perform job-specific roles mappingand value-added analyses (10050) Develop role activity diagrams toassess hand-off activity (10051) Perform organization redesignworkshops (10052) D

38、esign the relationships betweenorganizational units (10053) Develop role analysis and activitydiagrams for key processes (10054) Assess organizational implication offeasible alternatives (10055) Migrate to new organization (10056)Develop and set organizational goals (10042)Formu

39、late business unit strategies (10043) Identify enterprise core competencies(10034)1.1.4 Establish strategic vision (10020) Align stakeholders around strategicvision (10035) Communicate strategic vision tostakeholders (10036)1.2 Develop business strategy (10015)1.2.1 Develop ove

40、rall mission statement (10037) Define current business (10044) Formulate mission (10045) Communicate mission (10046)1.2.2 Evaluate strategic options to achieve theobjectives (10038) Define strategic options (10047) Assess and analyze impact of eachoption (10048)1.3

41、 Manage strategic initiatives (10016)1.3.1 Develop strategic initiatives (10057)1.3.2 Evaluate strategic initiatives (10058)1.3.3 Select strategic initiatives (10059)1.3.4 Establish high-level measures (10060)Permission granted to photocopy for personal use. 2012 APQC. ALL RIGHTS RESERVED.2.0 Develo

42、p and Manage Products and Services (10003)2.1 Manage product and service portfolio (10061)Conduct mandatory and elective2.1.1 Evaluate performance of existing products/services against market opportunities (10063)2.1.2 Define product/service developmentrequirements (10064) Identify pot

43、ential improvements toexisting products and services (10068) Identify potential new products andservices (10069)2.1.3 Perform discovery research (10065) Identify new technologies (10070) Develop new technologies (10071) Assess feasibility of integrating newleading technol

44、ogies into product/service concepts (10072)2.1.4 Confirm alignment of product/service conceptswith business strategy (10066) Plan and develop cost and qualitytargets (10073) Prioritize and select new product/service concepts (10074) Specify development timing targets(10075)2.1.4

45、.4 Plan for product/service offeringmodifications (10076)2.1.5 Manage product and service life cycle (10067) Introduce new products/services(10077) Retire outdated products/services(10078) Identify and refine performanceindicators (10079)2.1.6 Manage product and service master d

46、ata(14192)2.2 Develop products and services (10062)2.2.1 Design, build, and evaluate products andservices (10080) Assign resources to product/serviceproject (10083) Prepare high-level business case andtechnical assessment (10084) Develop product/service designspecifications (100

47、85) Document design specifications(10086)Version 6.0.0-en-XI July 2012external reviews (legal, regulatory,standards, internal) (10087) Build prototypes (10088) Eliminate quality and reliabilityproblems (10089) Conduct in-house product/servicetesting and evaluate feasibili

48、ty (10090) Identify design/developmentperformance indicators (10091)0 Collaborate on design with suppliersand contract manufacturers (10092)2.2.2 Test market for new or revised products andservices (10081) Prepare detailed market study (10093) Conduct customer tests andin

49、terviews (10094) Finalize product/servicecharacteristics and business cases(10095) Finalize technical requirements(10096) Identify requirements for changes tomanufacturing/delivery processes(10097)2.2.3 Prepare for production (10082) Develop and test prototypeproduction a

50、nd/or service deliveryprocess (10098) Design and obtain necessarymaterials and equipment (10099) Install and validate productionprocess or methodology (10100)53.0 Market and Sell Products and Services (10004)3.1 Understand markets, customers, and capabilitiesSelect channels for

51、target segments6(10101)3.1.1 Perform customer and market intelligenceanalysis (10106) Conduct customer and marketresearch (10108) Identify market segments (10109) Analyze market and industry trends(10110) Analyze competing organizations,competitive/substitute products(101

52、11) Evaluate existing products/brands(10112) Assess internal and external businessenvironment (10113)3.1.2 Evaluate and prioritize market opportunities(10107) Quantify market opportunities (10116) Determine target segments (10117) Prioritize opportunities consistentwith capabilities and overall businessstrategy (1