APQC Process Classification Framework (PCF) - Cross Industry【APQC跨行業(yè)流程分類框架】 -Version 7.4（2024-08-21發(fā)布）

Version7.4

APQC’SPROCESSCLASSIFICATIONFRAMEWORK?—CROSS-INDUSTRY

OPERATINGPROCESSES

4.0

Manage

SupplyChain

forPhysical

Products

Develop

andManage

Productsand

Services

MarketandSellProductsandServices

DevelopVisionandStrategy

Manage

Customer

Service

DeliverServices

6.0

5.0

3.0

2.0

1.0

OVERVIEW

APQC’sProcessClassificationFramework?(PCF)–Cross-Industryisataxonomyofcross-functionalbusinessprocessesintendedtoallowtheobjectivecomparisonoforganizationalperformancewithinandamongorganizations.ThePCFwasdeveloped

MANAGEMENTANDSUPPORTSERVICES

DevelopandManageHumanCapital

ManageInformationTechnology(IT)

7.0

8.0

byAPQCanditsmembercompaniesasanopenstandardtofacilitateimprovementthroughprocessmanagementandbenchmarking,regardlessofindustry,size,orlocation.ThePCForganizesoperatingandmanagementprocessesinto

9.0

13enterprise-levelcategories,includingprocessgroupsandmorethan1,000processesandassociatedactivities.The

ManageFinancialResources

10.0

Acquire,Construct,andManageAssets

PCF,itsassociatedmeasures,anddefinitionsareavailablefordownloadatnochargeat/pcf.

11.0

ManageEnterpriseRisk,Compliance,Remediation,andResiliency

12.0

THEFRAMEWORKFOR

ManageExternalRelationships

13.0

PROCESSIMPROVEMENT

DevelopandManageBusinessCapabilities

Experienceshowsthatthepotentialofbenchmarkingtodrivedramaticimprovementliessquarelyinmakingout-of-the-boxcomparisonsandsearchingforinsightsnottypicallyfound

withinintra-industryparadigms.Toenablethisbeneficialbenchmarking,thePCFservesasahigh-level,industry-neutralenterpriseprocessmodelthatallowsorganizationstoseetheirbusinessprocessesfromacross-industryviewpoint.Thecross-industry

frameworkhasexperiencedmorethan30yearsofcreativeusebythousandsoforganizationsworldwide.ThePCFprovidesthe

foundationforAPQC’sOpenStandardsBenchmarking?(OSB)databaseandtheworkofitsadvisorycouncilofglobalindustryleaders.

EachversionofthePCFwillcontinuetobeenhancedastheOSBdatabasefurtherdevelopsdefinitions,processes,andmeasures.ThePCFandassociatedmeasuresandbenchmarkingsurveysareavailablefordownloadfromtheOpenStandardsBenchmarkingwebsiteat/osb.

HISTORY

Thecross-industryProcessClassificationFrameworkwasoriginallyenvisionedasataxonomyofbusinessprocessesandacommonlanguagethroughwhichAPQCmemberorganizationscouldbenchmarktheirprocesses.TheinitialdesigninvolvedAPQCandmorethan80organizationswithastronginterestinadvancingtheuseofbenchmarkingintheUnitedStatesandworldwide.Sinceits

inceptionin1992,thePCFhasseenupdatestomostofitscontent.Theseupdateskeeptheframeworkcurrentwiththewaysthatorganizationsdobusinessaroundtheworld.In2014,APQCworkedtoenhancethecross-industryPCFandupdatedanumberofindustry-specificprocessclassificationframeworks.

Version7.4?August2024

ThePCFiswritteninUnitedStatesEnglishlanguageformat.

AP經(jīng)C.

PROCESSCLASSIFICATIONFRAMEWORK?

LOOKINGFORWARD

Thecross-industryandindustryProcessClassificationFrameworksareevolvingmodels,whichAPQCwillcontinuetoenhanceandimproveregularly.Thus,APQCencouragescomments,suggestions,andmoreimportantly,thesharingofinsightsfromhavingappliedthePCFwithinyourorganization.ShareyoursuggestionsandexperienceswiththePCFbye-mailingpcf_feedback@.

ABOUTAPQC

APQChelpsorganizationsworksmarter,faster,andwithgreaterconfidence.Itistheworld’sforemostauthorityinbenchmarking,bestpractices,processandperformanceimprovement,andknowledgemanagement.APQC’suniquestructureasamember-basednonprofitmakesitadifferentiatorinthemarketplace.APQCpartnerswithmorethan1,000memberorganizationsworldwideinallindustries.Withmorethan40yearsofexperience,APQCremainstheworld’sleaderintransformingorganizations.

PROCESSCLASSIFICATIONFRAMEWORK?TABLEOFCONTENTS

ContentOrganization3

PCFLevelsExplained/NumberScheming3

1.0DevelopVisionandStrategy4

2.0DevelopandManageProductsandServices6

3.0MarketandSellProductsandServices8

4.0ManageSupplyChainforPhysicalProducts11

5.0DeliverServices13

6.0ManageCustomerService14

7.0DevelopandManageHumanCapital16

8.0ManageInformationTechnology(IT)18

9.0ManageFinancialResources23

10.0Acquire,Construct,andManageAssets27

11.0ManageEnterpriseRisk,Compliance,Remediation,andResiliency29

12.0ManageExternalRelationships30

13.0DevelopandManageBusinessCapabilities31

COPYRIGHTANDATTRIBUTION

?2024APQC.ALLRIGHTSRESERVED.TheProcessClassificationFrameworkisthecopyrightedintellectualpropertyofAPQC.APQCencouragesthewidedistribution,discussion,anduseofthePCFforclassifyinganddefiningorganizationalprocesses.Accordingly,APQCherebygrantsyouaperpetual,worldwide,royalty-freelicensetouse,copy,publish,modify,andcreatederivativeworksofthePCF,providedthatallcopiesofthePCFandanyderivativeworkscontainthefollowingattribution:

APQC’sProcessClassificationFramework?(PCF)isanopenstandarddevelopedbyAPQC,anonprofitthatpromotesbenchmarkingandbestpracticesworldwide.ThePCFisintendedtofacilitateorganizationalimprovementthroughprocessmanagementand

benchmarking,regardlessofindustry,size,orgeography.TodownloadthefullPCForindustry-specificversionsofthePCF,aswellasassociatedmeasuresandbenchmarking,pleasevisit/pcf.

Permissiongrantedtophotocopyforpersonaluse.2?2024APQC.ALLRIGHTSRESERVED.

PCFLEVELSEXPLAINED

PROCESSELEMENTNUMBERINGSCHEME

ThePCFidentifieseachprocesselementusingaunique5-digitreferencenumberfollowingthenameoftheprocesselement[i.e.,(16437),(17060),(17462),(16458),(18129),shownintheabovegraphic].Thisnumberwillalwaysrefertotheconceptualdefinitionoftheprocesselement.Theactualprocesselementsandactualdefinitionmaychange,butconceptuallythedecompositionwillremainconsistent

consideringtheentirescopeofthePCF.Anew5-digitnumberwillbeassignedtoaprocesselementifitsdefinitionsubstantiallychanges.

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1.0DevelopVisionandStrategy(10002)

1.1Definethebusinessconceptandlong-termvision(17040)

1.1.1Assesstheexternalenvironment(10017)

Identifycompetitors(19945)

Analyzeandevaluatecompetition(10021)

Identifypotentialproductorservicealternatives(21421)

Identifyeconomictrends(10022)

Identifypoliticalandregulatoryfactors(10023)

Identifyenvironmentalfactors(10027)

Identifysocialandculturalchanges(10026)

Assessnewtechnologies(10024)

Analyzedemographics(10025)

0

Evaluateintellectualproperty(16790)

1.1.2Surveymarketanddeterminecustomerneedsandwants(10018)

Conductqualitative/quantitativeresearchandassessments(10028)

Capturecustomerneedsandwants(19946)

Assesscustomerneedsandwants(19947)

1.1.3Assesstheinternalenvironment(10019)

Analyzeorganizationalcharacteristics(10030)

Analyzeinternaloperations(19948)

Createbaselinesforcurrentprocesses(10031)

Analyzesystemsandtechnology(10032)

Analyzefinancialhealth(10033)

Identifycorecompetencies(10034)

1.1.4Establishstrategicvision(10020)

Definethestrategicvision(19949)

Alignstakeholdersaroundstrategicvision(10035)

Communicatestrategicvisiontostakeholders(10036)

1.1.5Conductorganizationrestructuringopportunities(16792)

Identifyrestructuringopportunities(16793)

Performdue-diligence(16794)

Analyzedealoptions(16795)

.1Evaluateacquisitionoptions(16796)

.2Evaluatemergeroptions(16797)

.3Evaluatede-mergeroptions(16798)

.4Evaluatedivestureoptions(16799)

1.2Developbusinessstrategy(10015)

1.2.1Developoverallmissionstatement(10037)

Definecurrentbusiness(10044)

Formulatemission(10045)

Communicatemission(10046)

1.2.2Defineandevaluatestrategicoptionstoachievethemission(10038)

Definestrategicoptions(10047)

.1Selectpartnershipsand

relationshipstosupporttheextendedenterprise(18083)

Assessandanalyzeimpactofeachoption(10048)

.1Identifyimplicationsforkey

operatingmodelbusinesselementsthatrequirechange(13289)

.2Identifyimplicationsforkeytechnologyaspects(13290)

EvaluateB2Boptions(21606)

EvaluateB2Coptions(21607)

Evaluatepartner/allianceoptions(21608)

EvaluateIPacquisitionoptions(21609)

Evaluateinnovationoptions(21610)

Evaluatesustainabilityoptions(21611)

Evaluateglobalsupportoptions(21612)

0

Evaluatesharedservicesoptions(21613)

1

Evaluatelean/continuousimprovementoptions(21614)

1.2.3Set/Developlong-termenterprisestrategy(10039)

Developpartner/alliancestrategy(16803)

Developsustainabilitystrategy(14189)

Developmerger/demerger/acquisition/exitstrategy(16805)

Developinnovationstrategy(19952)

Developglobalsupportstrategy(19950)

Developsharedservicesstrategy(19951)

Developlean/continuous

improvementstrategy(14197)

1.2.4Coordinateandaligncross-functionalandprocessstrategies(10040)

1.2.5Createorganizationaldesign(10041)

Evaluatebreadthanddepthoforganizationalstructure(10049)

Performjob-specificrolesmappingandvalue-addedanalyses(10050)

Developroleactivitydiagramstoassesshand-offactivity(10051)

Performorganizationredesignworkshops(10052)

Designtherelationshipsbetweenorganizationalunits(10053)

Developroleanalysisandactivitydiagramsforkeyprocesses(10054)

Assessorganizationalimplicationoffeasible

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alternatives(10055)

Migratetoneworganization(10056)

1.2.6Developandsetorganizationalobjectives(10042)

Identifyorganizationalobjectives(19953)

Establishbaselinemetrics(19954)

Monitorperformanceagainstobjective(19955)

1.2.7Formulatebusinessunitstrategies(10043)

Analyzebusinessunitstrategies(19956)

Identifycorecompetencyforeachbusinessunit(19957)

Refinebusinessunitstrategiesinsupportoforganizationalstrategy(19958)

1.2.8Developcustomerexperiencestrategy(19959)

Assesscustomerexperience(19960)

.1Identifyandreviewcustomertouchpoints(19961)

.2Assesscustomerexperienceacrosstouchpoints(19962)

.3Performrootcauseanalysisof

problematiccustomerexperiences(19963)

Designcustomerexperience(19964)

.1Defineandmanagepersonas(16612)

.2Createcustomerjourneymaps(19965)

.3Definesingleviewofthecustomerfortheorganization(19966)

.4Defineavisionforthecustomerexperience(19967)

.5Validatewithcustomers(19968)

.6Alignexperiencewithbrandvaluesandbusinessstrategies(19969)

.7Developcontentstrategy(19970)

Designcustomerexperiencesupportstructure(19971)

.1Identifyrequiredcapabilities(19972)

.2Identifyimpactonfunctionalprocesses(19973)

Developcustomerexperienceroadmaptodevelopandimplementdefinedcapabilities(19974)

1.2.9Communicatestrategiesinternallyandexternally(18916)

1.3Developandmeasurestrategicinitiatives(10016)

1.3.1Developstrategicinitiatives(10057)

Identifystrategicpriorities(19975)

Developstrategicinitiativesbasedonbusiness/customervalue(19976)

Reviewwithstakeholders(19977)

1.3.2Evaluatestrategicinitiatives(10058)

Determinebusinessvalueforeachstrategicpriority(19978)

Determinethecustomervalueforeachstrategicpriority(19979)

1.3.3Selectstrategicinitiatives(10059)

Prioritizestrategicinitiatives(19980)

Communicatestrategicinitiativestobusinessunitsandstakeholders(19981)

1.3.4Establishhigh-levelmeasures(10060)

Identifybusinessvaluedrivers(19982)

Establishbaselinesforbusinessvaluedrivers(19983)

Monitorperformanceagainstbaselines(19984)

1.3.5Executestrategicinitiatives(19507)

1.3.6Reviewexecutionofstrategicinitiatives(21422)

1.3.7Refinestrategicinitiativesandprojectplansasneeded(21423)

1.4Developandmaintainbusinessmodels(20944)

1.4.1Developbusinessmodels(20945)

Assemblebusinessmodelinformation(20946)

Secureappropriateapprovals(20947)

Identifyintegrationpointswithexistingmodels(20948)

Adoptthebusinessmodel(20949)

1.4.2Maintainbusinessmodels(20950)

Establishbusinessmodelmaintenanceparameters(20951)

Acceptbusinessmodelfeedbackparameters(20952)

Prioritizeandmanageincomingfeedback(20953)

Updateexistingmodels(20954)

1.4.3Establishbusinessmodelgovernance(20955)

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2.0DevelopandManageProductsandServices(10003)

2.1Governandmanageproduct/servicedevelopment

program(19696)

2.1.1Manageproductandserviceportfolio(10061)

Evaluateperformanceofexistingproducts/servicesagainstmarketopportunities(10063)

Confirmalignmentofproduct/serviceconceptswithbusinessstrategy(10066)

Prioritizeandselectnewproduct/serviceconcepts(10074)

Plananddevelopcostandqualitytargets(10073)

Specifydevelopmenttimingtargets(10075)

Planforproduct/serviceofferingmodifications(10076)

2.1.2Manageproductandservicelifecycle(10067)

Developplanfornewproduct/service

developmentandintroduction/launch(16824)

Introducenewproducts/services(10077)

Retireoutdatedproducts/services(10078)

Identifyandrefineperformanceindicators(10079)

Conductpostlaunchreview(11423)

.1Carryoutpostlaunchanalyticstotesttheacceptabilityinthemarket(19646)

.2Reviewmarketperformance(11424)

.3Revieweffectivenessofsupplychainanddistributionnetwork(11425)

.4Applydataandanalyticstoreviewsupplychainmethodologies

(19647)

.5Reviewqualityandperformanceoftheproduct/service(11426)

.6Conductfinancialreview(11427)

.7Conductnewproductdevelopmentprocessassessment(11428)

2.1.3Managepatents,copyrights,andregulatoryrequirements(19985)

Conductmandatoryandelectivereviews(19941)

Reviewinfringementofpatentsandcopyrights(16826)

Determinepatentandcopyrightneeds(16827)

Defineproducttechnicaldocumentationmanagementrequirements(19697)

Manageregulatoryrequirements(12771)

.1Trainemployeesonappropriateregulatoryrequirements(12772)

.2Maintainrecordsforregulatoryagencies(12773)

.3Manageregulatorysubmissionlifecycle(12776)

2.1.4Manageproductandservicemasterdata(11740)

Managematerialsmasterlists(11741)

Managebillsofmaterial(11742)

Manageroutings(11743)

Managespecifications(11744)

Managedrawings(11745)

Manageproduct/materialclassification(11746)

Developandmaintainquality/inspectiondocuments(11747)

Maintainprocessspecificationdata(11748)

Managetraceabilitydata(11749)

0

Reviewandapprovedataaccessrequests(11750)

2.2Generateanddefinenewproduct/serviceideas(19698)

2.2.1Performdiscoveryresearch(10065)

Identifynewtechnologies(10070)

Developnewtechnologies(10071)

Assessfeasibilityofintegratingnewleadingtechnologiesintoproduct/serviceconcepts(10072)

2.2.2Generatenewproduct/serviceconcepts(19669)

Gathernewproduct/serviceideasandrequirements(19986)

Analyzenewproduct/serviceideasandrequirements(19987)

Evaluatenewproduct/serviceinputsandrequirements(19988)

Formulatenewproduct/serviceconcepts(19989)

Identifypotentialimprovementstoexistingproductsandservices(10068)

2.2.3Defineproduct/servicedevelopmentrequirements(19990)

Defineproduct/servicerequirements(11331)

.1Definebasicfunctionalrequirements(19991)

.2Deriveinteroperabilityrequirementsforproductsandservices(16808)

.3Derivesafetyrequirementsforproductsandservices(16809)

.4Derivesecurityrequirementsforproductsandservices(16810)

.5Deriveregulatorycompliancerequirements(16811)

.6Deriverequirementsfromindustrystandards(16812)

.7Developuserexperiencerequirements(19992)

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.8Derive‘services-as-a-product’offering(16814)

Definepostlaunchsupportmodel(16815)

Identifyproduct/servicebundlingopportunities(17389)

2.3Developproductsandservices(10062)

2.3.1Designandprototypeproductsandservices(19993)

Assignresourcestoproduct/serviceproject(10083)

.1Identifyrequirementsfor

product/servicedesign/

developmentpartners(19994)

Preparehigh-levelbusinesscaseandtechnicalassessment(10084)

Developproduct/servicedesignspecifications(10085)

Developuserexperiencedesignspecifications(16813)

Providewarranty-relatedrecommendations(16817)

Documentdesignspecifications(10086)

Conductmandatoryandelectiveexternalreviews(10087)

Designproducts/services(19995)

.1Designformanufacturing(16819)

.2Designforproductservicing(16820)

.3Designforre-manufacturing(16821)

.4Reviewproducttroubleshootingmethodology(16822)

.5Designandmanageproductdata,design,andbillof

materials(16818)

.6Designforproductupgrades(16823)

Buildprototypes/proofofconcepts(10088)

0

Developandtestprototypeproductionand/orservicedeliveryprocess(10098)

1

Eliminatequalityandreliabilityproblems(10089)

2

Conductin-houseproduct/servicetestingandevaluatefeasibility(10090)

3

Identifydesign/developmentperformanceindicators(10091)

4

Collaborateondesignwithsuppliersandexternalpartners(10092)

2.3.2Testmarketforneworrevisedproductsandservices(19996)

Preparedetailedmarketstudy(10093)

Conductcustomertestsandinterviews(10094)

Finalizeproduct/servicecharacteristicsandbusinesscases(10095)

Finalizetechnicalrequirements(10096)

2.3.3Prepareforproduction/servicedelivery(19997)

Designandobtainnecessarycapabilities/materialsandequipment(10099)

Identifyrequirementsforchangesto

manufacturing/deliveryprocesses(10097)

Requestengineering/processchange(11418)

Installandvalidateproduction/servicedeliveryprocess(10100)

.1Monitorinitialproductionruns(11417)

Validatelaunchprocedures(19998)

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3.0MarketandSellProductsandServices(10004)

3.1Understandmarkets,customers,andcapabilities(10101)

3.1.1Performcustomerandmarketintelligenceanalysis(10106)

Conductcustomerandmarketresearch(10108)

.1Understandconsumerneedsandhistoricalbehaviors(10114)

.2Predictcustomerpurchasingbehavior(21424)

Identifymarketsegments(10109)

.1Determinemarketsharegain/loss(10115)

Analyzemarketandindustrytrends(10110)

Analyzecompetingorganizations,

competitive/substituteproducts/services(10111)

Evaluateexistingproducts/services(10112)

Assessinternalandexternalbusinessenvironment(10113)

3.1.2Evaluateandprioritizemarketopportunities(10107)

Quantifymarketopportunities(10116)

Determinetargetsegments(10117)

.1Identifyunder-servedandsaturatedmarketsegments(18941)

Prioritizeopportunitiesconsistentwithcapabilitiesandoverallbusinessstrategy(10118)

Validateopportunities(10119)

.1Testwithcustomers/consumers(10120)

.2Confirminternalcapabilities(10121)

3.2Developmarketingstrategy(10102)

3.2.1Defineofferingandcustomervalueproposition(11168)

Defineofferingandpositioning(11169)

Developvaluepropositionincludingbrandpositioningfortargetsegments(11170)

Validatevaluepropositionwithtargetsegments(11171)

Developnewbranding(11172)

3.2.2Definepricingstrategy(10123)

Conductpricinganalysis(13169)

Establishguidelinesforapplyingpricinganddiscountingofproducts/services(10124)

Establishpricingtargets(19999)

Approvepricingstrategies/policiesandtargets(10125)

3.2.3Defineandmanagechannelstrategy(20000)

Determinechannelstobesupported(20001)

Establishchannelobjectives(20002)

Determinechannelroleandfitwithtargetsegments(10127)

Selectchannelsfortargetsegments(10128)

Identifyrequiredchannelcapabilities(20003)

Evaluatechannelattributesandpotentialpartners(10126)

Orchestrateseamlesscustomerexperienceacrosssupportedchannels(20004)

.1Defineomni-channelstrategy(16590)

.2Defineomni-channelrequirements(16591)

.3Developomni-channelpoliciesandprocedures(16592)

Developandmanageexecutionroadmap(20005)

3.2.4Analyzeandmanagechannelperformance(20006)

Establishchannel-specificmeasuresandtargets(16573)

Monitorandreportperformance(16574)

Monitorandreporteventsinfluencingfactors(16575)

Analyzechannelperformance(16500)

Developplanforchannelimprovements(16501)

3.2.5Developmarketingcommunicationstrategy(16848)

Developcustomercommunicationcalendar(16849)

Definepublicrelations(PR)strategy(16850)

Definedirectmarketingstrategy(16851)

Defineinternalmarketingcommunicationstrategy(16852)

Identifynewmediaformarketingcommunication(16853)

Definenewmediacommunicationstrategy(16854)

Definepointofsale(POS)communicationstrategy(16855)

Definecommunicationguidelinesandmechanisms(18627)

3.2.6Designandmanagecustomerloyaltyprogram(18924)

Definecustomerloyaltyprogram(20007)

Acquirememberstocustomerloyaltyprogram(18925)

Buildengagementandrelationshipwithmembers(18926)

Monitorcustomerloyaltyprogrambenefitstotheenterpriseandthecustomer(16633)

Permiss