PROCESS

C LASSIFICATION
F RAMEWORK
Version 3.0 June 2005
THE FRAMEWORK FOR PROCESS IMPROVEMENT
Experience shows that benchmarking’s potential to drive dramatic improvement lies squarely in making out-of-the-box
comparisons and searching for insights not typically found within intra-industry paradigms. To enable this beneficial
SM
benchmarking, the APQC Process Classification Framework (PCF) serves as a high-level, industry-neutral enterprise
model that allows organizations to see their activities from a cross-industry process viewpoint.

Originally created in 1992 by APQC and a group of members, the framework has experienced more than a decade
of creative use by hundreds of organizations worldwide. The PCF is supported by the Open Standards Benchmarking
SM
Collaborative (OSBC) database and the Collaborative’s advisory council of global, industry leaders as an open
standard. The PCF will continuously be enhanced as the OSBC database further develops definitions, processes, and
measures related to process improvement. Please visit APQC’s site periodically for updates. The PCF is available for
organizations of all industries and sizes at no charge by visiting www.apqc.org.

The PCF represents a series of interrelated processes that are sociotechnical in nature, are business critical,
and represent six major dimensions of the organization: knowledge communities/functions, processes, content,
marketplaces, culture, and organizational structure.

The PCF enables organizations to understand their inner workings from a horizontal process viewpoint, rather than
a vertical functional viewpoint. While the PCF does not list all processes within a specific organization, every process
listed in the framework is not present in every organization.

History
The Process Classification Framework was originally envisioned as a taxonomy of business processes during its
initial design in 1991. That design involved more than 80 organizations with a strong interest in advancing the use of
benchmarking in the United States and worldwide. This initial effort was undertaken with the collaboration of former firm
Arthur Andersen.

In 2003 APQC initiated an effort to revise and update the PCF to reflect new business models and emerging dynamics.
With a set of key members’ guidance, the updated PCF was released in May 2004. This version (June 2005) contains
significant updates to sections 7.0 and 12.0. APQC intends to release updated versions annually.

APQC would like to acknowledge the following organizations for their participation and help: the Boeing Co., Boehringer
Ingelheim GmbH, BT Group plc, Ensco International Inc., Ford Motor Co., IBM Corp., Schlumberger Ltd., Solvay S.A, and
the U.S. Navy. APQC would also like to acknowledge the other APQC members that have and continue to contribute to
the ongoing development of the PCF.

APQC • 123 N. Post Oak Lane, Third Floor • Houston, TX 77024-7797 • 800-776-9676 • +1-713-681-4020 • Fax: +1-713-681-8578
Web site: www.apqc.org • E-mail: [email protected]
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Table of Contents
Interpreting the PCF ............................................................................................................................................................................................................................... 2
Overview ...................................................................................................................................................................................................................................................... 3
1.0 Develop Vision and Strategy ........................................................................................................................................................................................... 4
2.0 Design and Develop Products and Services.......................................................................................................................................................... 4
3.0 Market and Sell Products and Services .................................................................................................................................................................... 6
4.0 Deliver Products and Services ....................................................................................................................................................................................... 7
5.0 Manage Customer Service ............................................................................................................................................................................................... 8
6.0 Develop and Manage Human Capital ....................................................................................................................................................................... 9
7.0 Manage Information Technology................................................................................................................................................................................. 10
8.0 Manage Financial Resources ......................................................................................................................................................................................... 12
9.0 Acquire, Construct, and Manage Property .......................................................................................................................................................... 13
10.0 Manage Environmental Health and Safety ........................................................................................................................................................... 14
11.0 Manage External Relationships.................................................................................................................................................................................... 14
12.0 Manage Knowledge, Improvement, and Change .............................................................................................................................................. 14

Interpreting the PCF

Category: The highest level within the PCF indicated by whole numbers (e.g., 8.0 and 9.0).
Process Groups: All PCF items with one decimal numbering (e.g., 8.1 and 9.1) are considered a process area.
Process: All PCF items with two decimal numbering (e.g., 8.1.1 and 9.1.2) are considered processes.
Activity: Items with three decimals (e.g., 8.3.1.1 and 9.1.1.1) are considered activities within a process.

Example:
Deliver Products and Services (Category) (4.0)
Plan for and acquire necessary resources—supply chain planning (Process Group) (4.1)
Manage demand for products and services (Process) (4.1.1)
Develop baseline forecasts (Activity) (4.1.1.1)
Collaborate with customers (Activity) (4.1.1.2)
Develop performance management structures and procedures (Task) (6.3.2.1.1)

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PCF Overview

OPERATING PROCESSES

1.0 >>> 2.0 >>> 3.0 >>> 4.0 >>> 5.0

Develop Design and Market Deliver Manage
Vision Develop and Sell Products Customer
and Products and Products and and Service
Strategy Services Services Services

MANAGEMENT AND SUPPORT SERVICES

6.0 Develop and Manage Human Capital

7.0 Manage Information Technology

8.0 Manage Financial Resources

9.0 Acquire, Construct, and Manage Property

10.0 Manage Environmental Health and Safety

11.0 Manage External Relationships

12.0 Manage Knowledge, Improvement, and Change

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1.0 Develop Vision and Strategy 2.1.2 Produce new products and services, and evaluate and
1.1 Define the business concept and long-term vision refine existing products and services
1.1.1 Assess the external environment 2.1.2.1 Translate customer wants and needs into
1.1.1.1 Analyze and evaluate competition product/service ideas
1.1.1.2 Identify economic trends 2.1.2.2 Generate new product/service ideas
1.1.1.3 Identify political and regulatory issues 2.1.2.3 Evaluate existing products based on NPD
1.1.1.4 Assess new technology innovations strategy
1.1.1.5 Analyze demographics 2.1.2.4 Identify enhancements/extensions to existing
1.1.1.6 Identify social and cultural changes product and services
1.1.1.7 Identify ecological concerns 2.1.2.5 Define product and service functionality
1.1.2 Survey market and determine customer needs and 2.1.2.6 Retire outdated products/services
wants 2.1.2.7 Identify and refine performance indicators
1.1.2.1 Conduct qualitative/quantitative assessments 2.1.3 Design, build, and evaluate products and services
1.1.2.2 Capture and assess customer needs 2.1.3.1 Assign resources to product/service project
1.1.3 Select relevant markets 2.1.3.2 Prepare high-level business case and
1.1.4 Perform internal analysis technical assessment
1.1.4.1 Analyze organizational characteristics 2.1.3.3 Develop product/service design
1.1.4.2 Create baselines for current processes specifications
1.1.4.3 Analyze systems and technology 2.1.3.4 Document design specifications
1.1.4.4 Analyze financial positions 2.1.3.5 Build prototypes
1.1.4.5 Identify enterprise core competencies 2.1.3.6 Eliminate quality and reliability problems
1.1.5 Establish strategic vision 2.1.3.7 Conduct in-house product/service testing
1.1.5.1 Align stakeholders around strategic vision and evaluate feasibility
1.1.5.2 Communicate strategic vision to 2.1.3.8 Identify design/development performance
stakeholders indicators
1.2 Develop business strategy 2.1.3.9 Collaborate design with suppliers and
1.2.1 Develop overall mission statement contract manufacturers
1.2.2 Evaluate strategic options 2.1.4 Test market for new or revised products and services
1.2.3 Select long-term business strategy 2.1.4.1 Prepare detailed market study
1.2.4 Coordinate and align functional and process strategies 2.1.4.2 Conduct customer tests and interviews
1.2.5 Design the organizational structure and relationships 2.1.4.3 Finalize product/service characteristics and
between organizational units business cases
1.2.6 Develop and set organizational goals 2.1.4.4 Finalize technical requirements
1.2.7 Formulate business unit strategies 2.1.4.5 Identify requirements for changes to
1.3 Manage strategic initiatives manufacturing/delivery processes
1.3.1 Develop strategic initiatives 2.1.5 Prepare for production and marketplace introduction
1.3.2 Evaluate strategic initiatives 2.1.5.1 Develop and test prototype production and/
1.3.3 Select strategic initiatives or service delivery process
1.3.4 Establish high-level measures 2.1.5.2 Design and obtain necessary materials and
equipment
2.0 Design and Develop Products and Services 2.1.5.3 Install and validate production process or
2.1 Design products and services methodology
2.1.1 Develop strategy and concepts for new products and 2.1.5.4 Introduce new product and/or service
services commercially
2.1.1.1 Research customer and market needs 2.1.6 Support and implement changes to product
2.1.1.2 Plan and develop cost and quality targets manufacturing and service delivery process
2.1.1.3 Develop product life cycle and development 2.1.6.1 Monitor production runs
timing targets 2.1.6.2 Identify product/service design and
2.1.1.4 Research leading technology components configuration changes
and development requirements 2.1.6.3 Capture feedback to “refine existing
2.1.1.5 Integrate leading technology into product/ products and services” process
service concept and components

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2.1.6.4 Identify manufacturing/service delivery 3.3.5.7 Plan and test trade to consumer activities
process performance indicators 3.3.5.8 Execute trade to consumer promotional
activities
3.0 Market and Sell Products and Services 3.3.5.9 Prepare/analyze/evaluate trade to consumer
3.1 Develop marketing, distribution, and channel strategy promotional performance metrics
3.1.1 Understand consumer needs and predict customer 3.3.5.10 Refine trade to consumer promotional
purchasing behavior performance metrics
3.1.1.1 Develop and manage customer profiles 3.3.6 Develop and manage packaging strategy
3.1.2 Identify market segments and target customers 3.3.6.1 Plan packaging strategy
3.1.2.1 Determine market share gain/loss 3.3.6.2 Test packaging options
3.1.3 Define offering and positioning 3.3.6.3 Execute packaging strategy
3.1.4 Define and manage channel strategy 3.3.6.4 Refine packaging
3.2 Develop and manage customer strategy 3.4 Manage sales partners and alliances
3.2.1 Develop customer management strategies 3.5 Manage sales opportunity and sales pipeline
3.2.2 Establish customer management goals 3.5.1 Identify and manage key customers and accounts
3.2.3 Develop sales forecast 3.5.1.1 Develop key customer plans
3.2.4 Establish overall sales budgets 3.5.1.2 Identify priority customers
3.2.5 Establish customer management metrics 3.5.1.3 Establish budgets
3.2.5.1 Determine customer loyalty/lifetime value 3.5.1.4 Develop sales/key account plan
3.2.5.2 Analyze customer attrition and retention 3.5.1.5 Schedule calls to customers
rates 3.5.1.6 Execute agreed-to sales plan
3.2.6 Prepare/analyze/evaluate customer management 3.5.1.7 Prepare/analyze/evaluate sales results
results 3.6 Sales order management
3.3 Manage advertising, pricing, and promotional activities 3.6.1 Manage inbound sales orders
3.3.1 Develop and manage advertising 3.6.1.1 Accept and validate sales orders
3.3.1.1 Define advertising objectives and strategy 3.6.1.2 Collect and maintain customer account
3.3.1.2 Define target audience information
3.3.1.3 Engage third-party advertising agency 3.6.1.3 Determine stock availability
3.3.1.4 Develop advertising 3.6.1.4 Determine logistics and transportation
3.3.2 Develop and manage external communication 3.6.1.5 Enter orders into system and identify/
3.3.2.1 Develop media budget perform cross-sell/up-sell activity
3.3.2.2 Develop media plan 3.6.1.6 Process back orders and updates
3.3.2.3 Execute media plan 3.6.1.7 Handle order inquiries including post-order
3.3.3 Develop and manage placement and campaign fulfillment transactions
management 3.6.2 Manage outbound sales and campaign calls
3.3.4 Develop and manage pricing
3.3.4.1 Develop volume/unit forecast and set price 4.0 Deliver Products and Services
3.3.4.2 Execute pricing plan 4.1 Plan for and acquire necessary resources (Supply Chain
3.3.4.3 Evaluate pricing performance Planning)
3.3.4.4 Refine pricing as needed 4.1.1 Manage demand for products and services
3.3.5 Develop and manage promotional activities 4.1.1.1 Develop baseline forecasts
3.3.5.1 Define direct to consumer promotional 4.1.1.2 Collaborate with customers
concepts 4.1.1.3 Develop consensus forecast
3.3.5.2 Plan and test direct to consumer activities 4.1.1.4 Allocate available to promise
3.3.5.3 Execute direct to consumer promotional 4.1.2 Create materials plan
activities 4.1.2.1 Create unconstrained plan
3.3.5.4 Prepare/analyze/evaluate direct to consumer 4.1.2.2 Collaborate with supplier and contract
promotional performance metrics manufacturers
3.3.5.5 Refine direct to consumer promotional 4.1.2.3 Identify critical materials and supplier capacity
performance metrics 4.1.2.4 Generate constrained plan
3.3.5.6 Define trade to consumer promotional 4.1.3 Schedule production
concepts

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4.1.3.1 Generate site level plan 4.5.2.2 Manage inbound material flow
4.1.3.2 Manage work-in-progress inventory 4.5.2.3 Monitor inbound delivery performance
4.1.3.3 Collaborate with suppliers 4.5.2.4 Manage flow of returned products
4.1.3.4 Generate and execute detail schedule 4.5.3 Operate warehousing
4.2 Procure materials and services 4.5.3.1 Track inventory deployment
4.2.1 Develop sourcing strategies 4.5.3.2 Receive, inspect, and store inbound
4.2.1.1 Develop procurement plan deliveries
4.2.1.2 Clarify purchasing requirements 4.5.3.3 Track product availability
4.2.1.3 Match needs to supply capabilities 4.5.3.4 Pick, pack, and ship product for delivery
4.2.1.4 Analyze company’s spend profile 4.5.3.5 Track inventory accuracy
4.2.1.5 Seek opportunities to improve efficiency and 4.5.3.6 Track third-party logistics storage and
value shipping performance
4.2.2 Select suppliers and develop/maintain contracts 4.5.4 Operate outbound transportation
4.2.2.1 Identify suppliers 4.5.4.1 Plan, transport, and deliver outbound
4.2.2.2 Certify and validate suppliers product
4.2.2.3 Negotiate contracts 4.5.4.2 Track carrier delivery performance
4.2.2.4 Manage contracts 4.5.4.3 Manage transportation fleet
4.2.3 Order materials and services 4.5.4.4 Process and audit carrier invoices and
4.2.3.1 Process/review requisitions documents
4.2.3.2 Approve requisitions 4.5.5 Manage returns; manage reverse logistics
4.2.3.3 Solicit/track vendor quotes 4.5.5.1 Authorize and process returns
4.2.3.4 Create/distribute purchase orders 4.5.5.2 Perform reverse logistics
4.2.3.5 Expedite orders and satisfy inquiries 4.5.5.3 Perform salvage activities
4.2.3.6 Record receipt of goods 4.5.5.4 Manage and process warranty claims
4.2.3.7 Research/resolve exceptions
4.2.4 Appraise and develop suppliers 5.0 Manage Customer Service
4.2.4.1 Monitor/manage supplier information 5.1 Develop customer care/customer service strategy
4.2.4.2 Prepare/analyze spending and vendor 5.1.1 Develop customer segmentation/prioritization
performance (e.g., tiers)
4.2.4.3 Support inventory and production processes 5.1.2 Define customer service policies and procedures
4.3 Produce/manufacture/deliver product 5.1.3 Establish service levels for customers
4.3.1 Schedule production 5.2 Manage customer service
4.3.2 Produce product 5.2.1 Manage customer requests/inquiries
4.3.3 Schedule and perform maintenance 5.2.1.1 Receive customer requests/inquiries
4.4 Deliver product service to customer 5.2.1.2 Route customer requests/inquiries
4.4.1 Confirm specific service requirements for individual 5.2.1.3 Respond to customer requests/inquiries
customer 5.2.2 Manage customer complaints
4.4.2 Identify and schedule resources to meet service 5.2.2.1 Enter customer complaints
requirements 5.2.2.2 Route customer complaints
4.4.3 Provide the service to specific customers 5.2.2.3 Resolve customer complaints
4.4.4 Ensure quality of service 5.3 Perform after sales installations and repairs
4.5 Manage logistics and warehousing 5.4 Measure and evaluate customer satisfaction
4.5.1 Define logistics strategy 5.4.1 Measure customer satisfaction level for customer
4.5.1.1 Translate customer service requirements requests/inquiries
into logistics requirements 5.4.1.1 Solicit customer feedback on customer
4.5.1.2 Design logistics network service experience
4.5.1.3 Communicate outsourcing needs 5.4.1.2 Analyze customer service data and identify
4.5.1.4 Develop and maintain delivery service policy improvement opportunities
4.5.1.5 Optimize transportation schedules and costs 5.4.2 Measure customer satisfaction of customer-complaint
4.5.1.6 Define key performance measures handling and resolution
4.5.2 Plan inbound material flow 5.4.2.1 Solicit customer feedback on complaint
4.5.2.1 Plan inbound material receipts handling and resolution

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5.4.2.2 Analyze customer complaint data and 6.2.1.1 Develop and open job requisition
identify improvement opportunities 6.2.1.2 Develop a job description
5.4.3 Measure customer satisfaction with products and 6.2.1.3 Post requisition
services 6.2.1.4 Manage internal/external job posting Web
5.4.3.1 Solicit post-sale customer feedback on sites
products and services 6.2.1.5 Change/update requisition
5.4.3.2 Collect warranty data and product return 6.2.1.6 Notify hiring manager
reasons 6.2.1.7 Manage requisition date
5.4.3.3 Analyze product and service satisfaction data 6.2.2 Recruit candidates
and identify improvement opportunities 6.2.2.1 Determine recruitment methods
5.5 Manage customer service work force 6.2.2.2 Perform recruiting activities/events
5.5.1 Develop work force requirements and schedule work 6.2.2.3 Manage recruitment vendors
force 6.2.3 Screen and select candidates
5.5.1.1 Forecast volume of customer service 6.2.3.1 Identify and deploy candidate selection tools
contacts 6.2.3.2 Interview candidates
5.5.1.2 Forecast volume of inbound sales contacts 6.2.3.3 Test candidates
5.5.1.3 Schedule customer service work force 6.2.3.4 Select and reject candidates
5.5.1.4 Track work force utilization 6.2.4 Manage preplacement verification
5.5.2 Evaluate quality of customer interaction with customer 6.2.4.1 Complete candidate background information
service representatives 6.2.4.2 Conduct background checks
5.5.2.1 Monitor and evaluate agent calls with 6.2.4.3 Recommend/not recommend candidate
customers 6.2.5 Manage new hire/re-hire
5.5.2.2 Monitor and evaluate agent correspondence 6.2.5.1 Draw up and make offer
with customers 6.2.5.2 Negotiate offer
6.2.5.3 Hire candidate
6.0 Develop and Manage Human Capital 6.2.6 Track candidates
6.1 Create and manage human resources (HR) planning, policies, 6.2.6.1 Create applicant record
and strategies 6.2.6.2 Manage/track applicant data
6.1.1 Manage/align/deliver human resources strategy 6.2.6.3 Archive and retain records of non-hires
6.1.1.1 Identify organizational strategic HR needs 6.3 Develop and counsel employees
6.1.1.2 Identify organizational tactical HR needs 6.3.1 Manage employee orientation and deployment
6.1.1.3 Define HR and business function roles and 6.3.1.1 Create/maintain employee induction
accountability program
6.1.1.4 Determine HR costs 6.3.1.2 Introduce new employees to managers
6.1.2 Develop and implement HR plans 6.3.1.3 Introduce workplace
6.1.2.1 Develop work force plan 6.3.2 Manage employee performance
6.1.2.2 Develop compensation plan 6.3.2.1 Define performance objectives
6.1.2.3 Develop succession plan 6.3.2.2 Review, appraise, and manage employee
6.1.2.4 Develop employee diversity plan performance
6.1.2.5 Develop other HR programs 6.3.2.3 Evaluate and review performance program
6.1.2.6 Develop HR policies 6.3.3 Manage employee relations
6.1.2.7 Administer HR policies 6.3.3.1 Manage health and safety
6.1.2.8 Plan employee benefits 6.3.3.2 Manage labor relations
6.1.3 Monitor and update plans 6.3.3.3 Manage collective bargaining process
6.1.3.1 Measure realization of objectives 6.3.3.4 Manage labor management partnerships
6.1.3.2 Measure contribution to business strategy 6.3.4 Manage employee development
6.1.3.3 Communicate plans and provide updates to 6.3.4.1 Develop competency management plans
stakeholders 6.3.4.2 Develop employee career plans
6.1.3.4 Determine value added from HR function 6.3.4.3 Manage employee skills development
6.1.3.5 Review and revise HR plans 6.3.5 Develop and train employees
6.2 Recruit, source, and select employees 6.3.5.1 Align employee and organization
6.2.1 Create and develop employee requisitions development needs

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6.3.5.2 Develop functional/process competencies 6.6.7.2 Manage/collect employee suggestions

6.3.5.3 Establish training needs by analysis of 6.6.7.3 Manage employee grievances
required and available skills 6.6.7.4 Publish employee communications
6.3.5.4 Develop, conduct, and manage employee
and/or management training programs 7.0 Manage Information Technology
6.3.6 Manage employee talent 7.1 Manage the business of information technology (IT)
6.3.6.1 Match resources to requirements 7.1.1 Develop the enterprise IT strategy
6.4 Reward and retain employees 7.1.1.1 Build strategic intelligence
6.4.1 Develop and manage reward, recognition, and 7.1.1.2 Identify long-term IT needs of the enterprise
motivation programs in collaboration with stakeholders
6.4.1.1 Develop salary/compensation structure and 7.1.1.3 Develop and maintain a long-term
plan business-focused enterprise IT strategy and
6.4.1.2 Develop benefits and reward plan governance model
6.4.1.3 Perform competitive analysis of benefit and 7.1.2 Define the enterprise architecture
rewards 7.1.2.1 Establish the enterprise architecture
6.4.1.4 Identify compensation requirements based definition
on financial, benefits, and HR policies 7.1.2.2 Maintain the relevance of the enterprise
6.4.1.5 Administer compensation and rewards to architecture
employees 7.1.2.3 Act as clearinghouse for IT research and
6.4.1.6 Reward and motivate employees innovation
6.4.2 Manage and administer benefits 7.1.2.4 Govern the enterprise architecture
6.4.2.1 Deliver employee benefits program 7.1.3 Manage the IT portfolio
6.4.2.2 Administer benefit enrollment 7.1.3.1 Establish the IT portfolio
6.4.2.3 Process claims 7.1.3.2 Analyze and evaluate the value of the IT
6.4.2.4 Perform benefit reconciliation portfolio for the enterprise
6.4.3 Manage employee assistance and retention 7.1.3.3 Provision resources in accordance with
6.4.3.1 Deliver programs to support work/life strategic priorities
balance for employees 7.1.4 Perform IT research and innovation
6.4.3.2 Develop family support systems 7.1.4.1 Research technologies to innovate IT
6.4.3.3 Review retention and motivation indicators services and solutions
6.4.3.4 Review compensation plan 7.1.4.2 Transition viable technologies for IT services
6.4.4 Payroll administration and solutions development
6.5 Re-deploy and retire employees 7.1.5 Perform IT financial management
6.5.1 Manage promotion and demotion process 7.1.5.1 Develop and maintain IT services and
6.5.2 Manage separation solutions cost transparency
6.5.3 Manage retirement 7.1.5.2 Establish and maintain accounting process
6.5.4 Manage leave of absence 7.1.5.3 Tie project funding to business case decision
6.5.5 Develop and implement employee outplacement checkpoints
6.5.6 Manage deployment of personnel 7.1.6 Evaluate and communicate IT business value and
6.5.7 Relocate employees and manage assignments performance
6.5.8 Manage employment reduction and retirement 7.1.6.1 Establish and monitor key performance
6.5.9 Manage expatriates indicators
6.5.10 Manage employee relocation process 7.1.6.2 Evaluate IT plan performance
6.6 Manage employee information 7.1.6.3 Communicate IT value
6.6.1 Manage reporting processes 7.1.7 Perform IT staff management
6.6.2 Manage employee inquiry process 7.1.7.1 Develop IT leadership and staff
6.6.3 Manage and maintain employee data 7.1.7.2 Manage IT staff performance
6.6.4 Manage human resource information systems (HRIS) 7.1.8 Manage IT suppliers and contracts
6.6.5 Develop and manage employee metrics 7.1.8.1 Develop IT (development and delivery)
6.6.6 Develop and manage time and attendance sourcing strategies
6.6.7 Manage employee communication 7.1.8.2 Negotiate with suppliers
6.6.7.1 Develop employee communication plan 7.1.8.3 Establish and maintain supplier relationships

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7.1.8.4 Evaluate supplier performance 7.3.2 Develop and manage regulatory compliance
7.1.8.5 Assess contract performance 7.3.2.1 Develop the regulatory compliance strategy
7.2 Develop and manage IT customer relationships 7.3.2.2 Establish regulatory compliance controls
7.2.1 Develop IT services and solutions strategy 7.3.2.3 Manage regulatory compliance remediation
7.2.1.1 Research IT services and solutions to address 7.3.3 Perform integrated risk management
business and user requirements 7.3.3.1 Develop an integrated risk strategy and
7.2.1.2 Translate business and user requirements approach
into IT services and solutions requirements 7.3.3.2 Manage integrated risks
7.2.1.3 Formulate IT services and solutions strategic 7.3.4 Develop and implement security, privacy, and data
initiatives protection controls
7.2.1.4 Coordinate strategies with internal 7.3.4.1 Establish information security, privacy, and
stakeholders to ensure alignment data protection strategies and levels
7.2.1.5 Evaluate and select IT services and solutions 7.3.4.2 Test, evaluate, and implement information
strategic initiatives security, and privacy and data protection
7.2.2 Develop and manage IT service levels controls
7.2.2.1 Create and maintain the IT services and 7.4 Manage enterprise information
solutions catalog 7.4.1 Develop information and content management
7.2.2.2 Establish and maintain business and IT service strategies
level agreements 7.4.1.1 Understand information and content
7.2.2.3 Evaluate and report service level attainment management needs and the role of IT
results services for executing the business strategy
7.2.2.4 Communicate business and IT service level 7.4.1.2 Assess the information and content
improvement opportunities management implications of new
7.2.3 Perform demand side management (DSM) for IT technologies
services 7.4.1.3 Identify and prioritize information and
7.2.3.1 Analyze IT services and solutions content management actions
consumption and usage 7.4.2 Define the enterprise information architecture
7.2.3.2 Develop and implement incentive programs 7.4.2.1 Define information elements, composite
that improve consumption efficiency structure, logical relationships and
7.2.3.3 Develop volume/unit forecast for IT services constraints, taxonomy, and derivation rules
and solutions 7.4.2.2 Define information access requirements
7.2.4 Manage IT customer satisfaction 7.4.2.3 Establish data custodianship
7.2.4.1 Capture and analyze customer satisfaction 7.4.2.4 Manage changes to content data architecture
7.2.4.2 Assess and communicate customer requirements
satisfaction patterns 7.4.3 Manage information resources
7.2.4.3 Initiate improvements based on customer 7.4.3.1 Define the enterprise information/data
satisfaction patterns policies and standards
7.2.5 Market IT services and solutions 7.4.3.2 Develop and implement data and content
7.2.5.1 Develop IT services and solutions marketing administration
strategy 7.4.4 Perform enterprise data and content management
7.2.5.2 Develop and manage IT customer strategy 7.4.4.1 Define sources and destinations of content
7.2.5.3 Manage IT services and solutions advertising data
and promotional campaigns 7.4.4.2 Manage technical interfaces to users of
7.2.5.4 Process and track IT services and solutions content
orders 7.4.4.3 Manage retention, revision, and retirement
7.3 Manage business resiliency and risk of enterprise information
7.3.1 Develop and manage business resilience 7.5 Develop and maintain information technology solutions
7.3.1.1 Develop the business resilience strategy 7.5.1 Develop the IT development strategy
7.3.1.2 Perform continuous business operations 7.5.1.1 Establish sourcing strategy for IT
planning development
7.3.1.3 Test continuous business operations 7.5.1.2 Define development processes,
7.3.1.4 Maintain continuous business operations methodologies, and tools’ standards

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7.5.1.3 Select development methodologies and 7.7 Deliver and support information technology services
tools 7.7.1 Develop IT services and solution delivery strategy
7.5.2 Perform IT services and solutions life cycle planning 7.7.1.1 Establish sourcing strategy for IT delivery
7.5.2.1 Plan development of new requirements 7.7.1.2 Define delivery processes, procedures, and
7.5.2.2 Plan development of feature and tools standards
functionality enhancement 7.7.1.3 Select delivery methodologies and tools
7.5.2.3 Develop life cycle plan for IT services and 7.7.2 Develop IT support strategy
solutions 7.7.2.1 Establish sourcing strategy for IT support
7.5.3 Develop and maintain IT services and solutions 7.7.2.2 Define IT support services
architecture 7.7.3 Manage IT infrastructure resources
7.5.3.1 Create IT services and solutions architecture 7.7.3.1 Manage IT inventory and assets
7.5.3.2 Revise IT services and solutions architecture 7.7.3.2 Manage IT resource capacity
7.5.3.3 Retire IT services and solutions architecture 7.7.4 Manage IT infrastructure operations
7.5.4 Create IT services and solutions 7.7.4.1 Deliver IT services and solutions
7.5.4.1 Understand confirmed requirements 7.7.4.2 Perform IT operations support services
7.5.4.2 Design IT services and solutions 7.7.5 Support IT services and solutions
7.5.4.3 Acquire/develop IT service/solution 7.7.5.1 Manage availability
components 7.7.5.2 Manage facilities
7.5.4.4 Train services and solutions resources 7.7.5.3 Manage backup/recovery
7.5.4.5 Test IT services/solutions 7.7.5.4 Manage performance and capacity
7.5.4.6 Confirm customer acceptance 7.7.5.5 Manage incidents
7.5.5 Maintain IT services and solutions 7.7.5.6 Manage problems
7.5.5.1 Understand upkeep/enhance requirements 7.7.5.7 Manage inquires
and defect analysis * 7.8 Manage IT knowledge
7.5.5.2 Design change to existing IT service/solution 7.8.1 Develop the IT knowledge management strategy
7.5.5.3 Acquire/develop changed IT service/solution 7.8.1.1 Understand IT knowledge needs
component 7.8.1.2 Understand current IT knowledge flow
7.5.5.4 Test IT service/solution change 7.8.1.3 Coordinate strategy and roles with the
7.5.5.5 Retire solutions and services enterprise KM function
7.6 Deploy information technology solutions 7.8.1.4 Plan IT knowledge management actions and
7.6.1 Develop the IT deployment strategy priorities
7.6.1.1 Establish IT services and solutions change 7.8.2 Develop and maintain IT knowledge map
policies 7.8.2.1 Define knowledge elements, logical
7.6.1.2 Define deployment process, procedures, relationships and constraints, and currency
and tools standards rules
7.6.1.3 Select deployment methodologies and tools 7.8.2.2 Identify IT knowledge sources and
7.6.2 Plan and implement changes repositories
7.6.2.1 Plan change deployment 7.8.2.3 Identify IT knowledge-sharing opportunities
7.6.2.2 Communicate changes to stakeholders 7.8.2.4 Define IT knowledge processes and
7.6.2.3 Administer change schedule approaches
7.6.2.4 Train impacted users 7.8.3 Manage IT knowledge life cycle
7.6.2.5 Distribute and install change 7.8.3.1 Gather knowledge elements from IT
7.6.2.6 Verify change knowledge sources
7.6.3 Plan and manage releases 7.8.3.2 Evaluate, create, and codify knowledge
7.6.3.1 Understand and coordinate release design elements
and acceptance 7.8.3.3 Deploy codified IT knowledge
7.6.3.2 Plan release rollout 7.8.3.4 Update and retire IT knowledge
7.6.3.3 Distribute and install release 7.8.3.5 Evaluate and improve IT knowledge
7.6.3.4 Verify release strategies and processes

* APQC's PCF team is currently requesting member review and feedback on this section. If you wish to provide feedback, please
send your comments to [email protected]. Your comments will be reviewed and considered for the next revision. For
guidelines on the criteria used by the PCF team to incorporate requested changes, please write to [email protected].
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8.0 Manage Financial Resources 8.2.4.4 Discuss account resolution with internal
8.1 Perform planning and management accounting parties
8.1.1 Perform planning/budgeting/forecasting 8.2.4.5 Process adjustments/write-off balances
8.1.1.1 Develop and maintain budget policies and 8.2.5 Manage and process adjustments/deductions
procedures 8.2.5.1 Establish policies/procedures for adjustments
8.1.1.2 Prepare periodic budgets and plans 8.2.5.2 Analyze adjustments
8.1.1.3 Prepare periodic forecasts 8.2.5.3 Correspond/negotiate with customer
8.1.2 Perform cost accounting and control 8.2.5.4 Discuss resolution with internal parties
8.1.2.1 Perform inventory accounting 8.2.5.5 Prepare chargeback invoices
8.1.2.2 Perform cost of sales analysis 8.2.5.6 Process-related entries
8.1.2.3 Perform product costing 8.3 Perform general accounting and reporting
8.1.2.4 Perform variance analysis 8.3.1 Manage policies and procedures
8.1.2.5 Report on profitability 8.3.1.1 Negotiate service level agreements
8.1.3 Perform cost management 8.3.1.2 Establish accounting policies
8.1.3.1 Determine key cost drivers 8.3.1.3 Set and enforce approval limits
8.1.3.2 Measure cost drivers 8.3.1.4 Establish common financial systems
8.1.3.3 Determine critical activities 8.3.2 Perform general accounting
8.1.3.4 Manage asset resource deployment and 8.3.2.1 Maintain chart of accounts
utilization 8.3.2.2 Process journal entries
8.1.4 Evaluate and manage financial performance 8.3.2.3 Process allocations
8.1.4.1 Assess customer and product profitability 8.3.2.4 Process period end adjustments (e.g.,
8.1.4.2 Evaluate new products accruals, currency conversions, etc.)
8.1.4.3 Perform life cycle costing 8.3.2.5 Post and reconcile intercompany
8.1.4.4 Optimize customer and product mix transactions
8.1.4.5 Track performance of new customer and 8.3.2.6 Reconcile GL accounts
product strategies 8.3.2.7 Perform consolidations and process
8.1.4.6 Prepare activity-based performance eliminations
measures 8.3.2.8 Prepare trial balance
8.1.4.7 Manage continuous cost improvement 8.3.2.9 Prepare and post management adjustments
8.2 Perform revenue accounting 8.3.3 Perform fixed asset accounting
8.2.1 Process customer credit 8.3.3.1 Establish fixed asset policies and procedures
8.2.1.1 Establish credit policies 8.3.3.2 Maintain fixed asset master data files
8.2.1.2 Analyze/approve new account applications 8.3.3.3 Process and record fixed asset additions and
8.2.1.3 Review existing accounts retires
8.2.1.4 Produce credit/collection reports 8.3.3.4 Process and record fixed asset adjustments,
8.2.2 Invoice customer enhancements, revaluations, and transfers
8.2.2.1 Maintain customer/product master files 8.3.3.5 Process and record fixed asset maintenance
8.2.2.2 Generate customer billing data and repair expenses
8.2.2.3 Transmit billing data to customers 8.3.3.6 Calculate and record depreciation expense
8.2.2.4 Post receivable entries 8.3.3.7 Reconcile fixed asset ledger
8.2.2.5 Resolve customer billing inquires 8.3.3.8 Track fixed assets including physical
8.2.3 Process accounts receivable (AR) inventory
8.2.3.1 Establish AR policies 8.3.3.9 Provide fixed asset data to support tax,
8.2.3.2 Receive/deposit customer payments statutory, and regulatory reporting
8.2.3.3 Apply cash remittances 8.3.4 Perform financial reporting
8.2.3.4 Prepare AR reports 8.3.4.1 Prepare business unit financial statements
8.2.3.5 Post AR activity to the general ledger 8.3.4.2 Prepare consolidated financial statements
8.2.4 Manage and process collections 8.3.4.3 Perform business unit reporting/review
8.2.4.1 Establish policies for delinquent accounts management reports
8.2.4.2 Analyze delinquent account balances 8.3.4.4 Perform consolidated reporting/review of
8.2.4.3 Correspond/negotiate with delinquent cost management reports
accounts 8.3.4.5 Prepare statements for board review

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8.3.4.6 Produce quarterly/annual filings and 8.6.1.6 Process taxes

shareholder reports 8.6.1.7 Research/resolve exceptions
8.3.4.7 Produce regulatory reports 8.6.1.8 Process payments
8.4 Manage fixed assets 8.6.1.9 Respond to AP inquires
8.4.1 Perform capital planning and project approval 8.6.1.10 Retain records
8.4.1.1 Develop capital investment policies and 8.6.1.11 Adjust accounting records
procedures 8.6.2 Process expense reimbursements
8.4.1.2 Develop and approve capital expenditure 8.6.2.1 Establish and communicate expense
plans and budgets reimbursement policies and approval limits
8.4.1.3 Review and approve capital projects and 8.6.2.2 Capture and report relevant tax data
fixed asset acquisitions 8.6.2.3 Approve reimbursements and advances
8.4.1.4 Conduct financial justification for project 8.6.2.4 Process reimbursements and advances
approval 8.6.2.5 Manage personal accounts
8.4.2 Perform capital project accounting 8.7 Manage treasury operations
8.4.2.1 Create project account codes 8.7.1 Manage treasury policies and procedures
8.4.2.2 Record project-related transactions 8.7.1.1 Establish scope and governance of treasury
8.4.2.3 Monitor and track capital projects and operations
budget spending 8.7.1.2 Establish and publish treasury policies
8.4.2.4 Close/capitalize projects 8.7.1.3 Develop treasury procedures
8.4.2.5 Measure financial returns on completed 8.7.1.4 Monitor treasury procedures
capital projects 8.7.1.5 Audit treasury procedures
8.5 Process payroll 8.7.1.6 Revise treasury procedures
8.5.1 Report time 8.7.1.7 Develop and confirm internal controls for
8.5.1.1 Establish policies and procedures treasury
8.5.1.2 Collect and record employee time worked 8.7.1.6. Define system security requirements
8.5.1.3 Analyze and report paid and unpaid leave 8.7.2 Manage cash
8.5.1.4 Monitor regular, overtime, and other hours 8.7.2.1 Manage and reconcile cash positions
8.5.1.5 Analyze and report employee utilization 8.7.2.2 Manage cash equivalents
8.5.2 Manage pay 8.7.2.3 Process and oversee electronic fund
8.5.2.1 Enter employee time worked into payroll transfers (EFTs)
system 8.7.2.4 Develop cash flow forecasts
8.5.2.2 Maintain and administer employee earnings 8.7.2.5 Manage cash flows
information 8.7.2.6 Produce cash management accounting
8.5.2.3 Maintain and administer applicable transactions and reports
deductions 8.7.2.7 Manage and oversee banking relationships
8.5.2.4 Monitor changes in tax status of employees 8.7.2.8 Analyze, negotiate, resolve, and confirm bank
8.5.2.5 Process and distribute payments fees
8.5.2.6 Process and distribute manual checks 8.7.3 Manage in-house bank accounts
8.5.2.7 Process period end adjustments 8.7.3.1 Manage in-house bank accounts for
8.5.2.8 Respond to employee payroll inquires subsidiaries
8.5.3 Process taxes 8.7.3.2 Manage and facilitate inter-company
8.5.3.1 Calculate and pay applicable payroll taxes borrowing transactions
8.5.3.2 Produce and distribute employee annual tax 8.7.3.3 Manage centralized outgoing payments on
statements behalf of subsidiaries
8.5.3.3 File regulatory payroll tax forms 8.7.3.4 Manage central incoming payments on behalf
8.6 Process accounts payable and expense reimbursements of subsidiaries
8.6.1 Process accounts payable (AP) 8.7.3.5 Manage internal payments and netting
8.6.1.1 Verify AP pay file with PO vendor master file transactions
8.6.1.2 Maintain/manage electronic commerce 8.7.3.6 Calculate interest and fees for in-house bank
8.6.1.3 Audit invoices and key data in AP system accounts
8.6.1.4 Approve payments 8.7.3.7 Provide account statements for in-house
8.6.1.5 Process financial accruals and reversals bank accounts

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8.7.4 Manage debt and investment 8.9.2.6 Monitor tax compliance

8.7.4.1 Manage financial intermediary relationships 8.9.2.7 Address tax inquiries
8.7.4.2 Manage liquidity 8.9.3 Manage international funds/consolidation
8.7.4.3 Manage issuer exposure 8.9.3.1 Monitor international rates
8.7.4.4 Process and oversee debt and investment 8.9.3.2 Manage transactions
transactions 8.9.3.3 Monitor currency exposure/hedge currency
8.7.4.5 Process and oversee foreign currency 8.9.3.4 Report results
transactions
8.7.4.6. Produce debt and investment accounting 9.0 Acquire, Construct, and Manage Property
transaction reports 9.1 Property design and construction
8.7.5 Manage financial risks 9.1.1 Develop facility strategy
8.7.5.1 Manage interest rate risk 9.1.2 Develop and construct sites
8.7.5.2 Manage foreign exchange risk 9.1.3 Plan facility
8.7.5.3 Manage exposure risk 9.1.3.1 Design facility
8.7.5.4 Develop and execute hedging transactions 9.1.3.2 Analyze budget
8.7.5.5 Evaluate and refine hedging positions 9.1.3.3 Select property
8.7.5.6 Produce hedge accounting transactions and 9.1.3.4 Negotiate terms
reports 9.1.3.5 Manage construction/building
8.7.5.7 Monitor credit 9.1.3.6 Dispose of old facility
8.8 Manage internal controls 9.1.4 Provide workspace and assets
8.8.1 Establish internal controls policies and procedures 9.1.4.1 Acquire workspace and assets
8.8.1.1 Establish board of directors and audit 9.1.4.2 Change fit/form/function of workspace and
committee assets
8.8.1.2 Define and communicate code of ethics 9.2 Maintain workplace and assets
8.8.1.3 Assign roles and responsibility for internal 9.2.1 Move people and assets
controls 9.2.1.1 Relocate people
8.8.1.4 Define business process objectives and risks 9.2.1.2 Relocate material and tools
8.8.1.5 Define entity/unit risk tolerances 9.2.2 Repair workplace and assets
8.8.2 Operate controls and monitor compliance with 9.2.3 Provide preventative maintenance for workplace and
internal controls policies and procedures assets
8.8.2.1 Design and implement control activities 9.2.4 Manage security
8.8.2.2 Monitor control effectiveness 9.3 Dispose of workspace and assets
8.8.2.3 Remediate control deficiencies 9.3.1 Dispose of equipment
8.8.2.4 Create compliance function 9.3.2 Dispose of workspace
8.8.2.5 Operate compliance function 9.4 Manage physical risk
8.8.2.6 Implement and maintain controls-related 9.5 Manage capital asset
enabling technologies and tools
8.8.3 Report on internal controls compliance 10.0 Manage Environmental Health and Safety (EHS)
8.8.3.1 Report to external auditors 10.1 Determine health, safety, and environment impacts
8.8.3.2 Report to regulators, share/debt-holders, 10.1.1 Evaluate environmental impact of products, services,
securities exchanges, etc. and operations
8.8.3.3 Report to third parties (e.g., business 10.1.2 Conduct health and safety and environmental audits
partners) 10.2 Develop and execute health, safety, and environmental
8.8.3.4 Report to internal management program
8.9 Manage taxes 10.2.1 Identify regulatory and stakeholder requirements
8.9.1 Develop tax strategy and plan 10.2.2 Assess future risks and opportunities
8.9.2 Process taxes 10.2.3 Create EHS policy
8.9.2.1 Perform tax planning/strategy 10.2.4 Record and manage EHS events
8.9.2.2 Prepare returns 10.3 Train and educate employees
8.9.2.3 Prepare foreign taxes 10.3.1 Communicate EHS issues to stakeholders and provide
8.9.2.4 Calculate deferred taxes support
8.9.2.5 Account for taxes

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10.4 Monitor and manage health, safety, and environmental 11.4.7 Resolve disputes and litigations
management program 11.4.8 Provide legal advice/counseling
10.4.1 Manage EHS costs and benefits 11.4.9 Negotiate and document agreements/contracts
10.4.2 Measure and report EHS performance 11.5 Manage public relations program
10.4.2.1 Implement emergency response program 11.5.1 Manage relations with global customers
10.4.2.2 Implement pollution prevention program 11.5.2 Manage relations with trade and industry groups
10.4.3 Provide employees with EHS support 11.5.3 Manage relations with global strategic suppliers
10.5 Ensure compliance with regulations 11.5.4 Manage community relations
10.5.1 Monitor compliance 11.5.5 Manage media relations
10.5.2 Perform compliance audit 11.5.6 Promote political stability
10.5.3 Comply with regulatory stakeholders requirements 11.5.7 Create press releases
10.6 Manage remediation efforts
10.6.1 Create remediation plans 12.0 Manage Knowledge, Improvement, and Change
10.6.2 Contact and confer with experts 12.1 Create and manage organizational performance strategy
10.6.3 Identify/dedicate resources 12.1.1 Create enterprise measurement systems model
10.6.4 Investigate legal aspects 12.1.2 Measure process productivity
10.6.5 Investigate damage cause 12.1.3 Measure cost effectiveness
10.6.6 Amend or create policy 12.1.4 Measure staff efficiency
12.1.5 Measure cycle time
11.0 Manage External Relationships 12.2 Benchmark performance
11.1 Build investor relationships 12.2.1 Conduct performance assessments
11.1.1 Plan, build, and manage lender relations 12.2.2 Develop benchmarking capabilities
11.1.2 Plan, build, and manage analyst relations 12.2.3 Conduct process benchmarking
11.1.3 Communicate with shareholders 12.2.4 Conduct competitive benchmarking
11.2 Manage government and industry relationships 12.2.5 Conduct gap analysis to understand the need for and
11.2.1 Manage industry relations with government the degree of change needed
11.2.2 Manage relations with quasi- government bodies 12.2.6 Establish need for change
11.2.3 Manage relations with trade or industry groups * 12.3 Develop enterprise-wide knowledge management (KM)
11.2.4 Manage lobby activities capability
11.3 Manage relations with board of directors 12.3.1 Develop KM strategy
11.3.1 Report results 12.3.1.1 Develop governance model
11.3.2 Report audit findings 12.3.1.2 Establish a central KM core group
11.4 Manage legal and ethical issues 12.3.1.3 Define roles and accountability of the core
11.4.1 Create ethics policies group versus operating units
11.4.2 Manage corporate governance policies 12.3.1.4 Develop funding models
11.4.3 Develop and perform preventative law programs 12.3.1.5 Identify links to key initiatives
11.4.4 Ensure compliance 12.3.1.6 Develop core KM methodologies
11.4.5 Manage outside counsel 12.3.1.7 Assess IT needs and engage IT function
11.4.5.1 Assess problem and determine work 12.3.1.8 Develop training and communication plans
requirements 12.3.1.9 Develop change management approaches
11.4.5.2 Engage/retain outside counsel if necessary 12.3.1.10 Develop strategic measures and indicators
11.4.5.3 Receive strategy/budget 12.3.1.11 Assess maturity of existing KM initiatives
11.4.5.4 Receive work product and manage/ monitor 12.3.2 Identify and plan KM projects
case and work performed 12.3.2.1 Identify strategic opportunities to apply KM
11.4.5.5 Process pay for legal services approach(es)
11.4.5.6 Track legal activity/performance 12.3.2.2 Identify KM requirements and objectives
11.4.6 Protect intellectual property 12.3.2.3 Assess culture and readiness for KM
11.4.6.1 Manage copyrights and patents approach
11.4.6.2 Maintain intellectual property rights and 12.3.2.4 Identify appropriate KM methodologies (e.g.,
restrictions self-service, communities, transfer, etc.)
11.4.6.3 Administer licensing terms 12.3.2.5 Create business case and obtain funding
11.4.6.4 Administer options

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12.3.2.6 Develop project measures and indicators 12.4.3.3 Support transition to new roles or exit
12.3.3 Design and launch KM projects strategies for incumbents
12.3.3.1 Design process for knowledge sharing, 12.4.3.4 Monitor change
capture, and use 12.4.4 Sustain improvement
12.3.3.2 Define roles and resources 12.4.4.1 Monitor improved process performance
12.3.3.3 Identify specific IT requirements 12.4.4.2 Capture and reuse lessons learned from
12.3.3.4 Create training and communication plans change process
12.3.3.5 Develop change management plans 12.4.4.3 Take corrective action as necessary
12.3.3.6 Design recognition and reward approaches
12.3.3.7 Design and plan launch of KM project
12.3.3.8 Deploy the KM project
12.3.4 Manage the KM project life cycle
12.3.4.1 Assess alignment with business goals
12.3.4.2 Evaluate impact of KM (strategy and * APQC's PCF team is currently requesting member review and
projects) on measures and outcomes feedback on this section. If you wish to provide feedback,
12.3.4.3 Promote and sustain activity and please send your comments to [email protected].
involvement Your comments will be reviewed and considered for the
12.3.4.4 Realign and refresh KM strategy and next revision. For guidelines on the criteria used by the
approaches PCF team to incorporate requested changes, please write to
12.4 Manage change [email protected].
12.4.1 Plan for change
12.4.1.1 Select a robust process improvement
methodology
12.4.1.2 Assess readiness for change
12.4.1.3 Determine stakeholders
12.4.1.4 Engage/identify champion
12.4.1.5 Form design team
12.4.1.6 Define scope
12.4.1.7 Understand current state
12.4.1.8 Define future state
12.4.1.9 Conduct risk analysis
12.4.1.10 Assess cultural issues
12.4.1.11 Establish accountability for change
management
12.4.1.12 Identify barriers to change
12.4.1.13 Determine change enablers
12.4.1.14 Identify resources and develop measures
12.4.2 Design the change
12.4.2.1 Assess connection to other initiatives
12.4.2.2 Develop change management plans
12.4.2.3 Develop training plan
12.4.2.4 Develop communication plan
12.4.2.5 Develop rewards/incentives plan
12.4.2.6 Establish metrics
12.4.2.7 Establish/clarify new roles
12.4.2.8 Identify budget/roles
12.4.3 Implement change
12.4.3.1 Create commitment for improvement/
change
12.4.3.2 Reengineer business processes and systems

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SM SM
THE APQC PROCESS CLASSIFICATION FRAMEWORK THE APQC PROCESS CLASSIFICATION FRAMEWORK
LOOKING FORWARD RIGHTS AND PERMISSIONS
The APQC Process Classification Framework is an evolving ©2005 APQC.
model, which APQC will continue to enhance and improve ALL RIGHTS RESERVED.
regularly. Thus, APQC encourages comments, suggestions, and
more importantly, the sharing of insights from having applied the APQC encourages the wide distribution, discussion, and use
APQC PCF within your organization. Share your suggestions and of the PCF for classifying and defining processes. APQC grants
experiences with the PCF by e-mailing [email protected]. permission for use and adaptation of the PCF for internal use. For
external use, APQC grants permission for publication, distribution,
ABOUT APQC and use, provided that proper copyright acknowledgment is made
An internationally recognized resource for process and to APQC. No modifications to the look or content should be
performance improvement, APQC helps organizations adapt to made in external venues.
rapidly changing environments, build new and better ways to
work, and succeed in a competitive marketplace. With a focus Please use the following text when reusing the PCF in external
on productivity, knowledge management, benchmarking, and print or electronic content.
quality improvement initiatives, APQC works with its member
SM
organizations to identify best practices, discover effective APQC PROCESS CLASSIFICATION FRAMEWORK
methods of improvement, broadly disseminate findings, and The PCF was developed by APQC and member companies as
connect individuals with one another and the knowledge, training, an open standard to facilitate improvement through process
and tools they need to succeed. Founded in 1977, APQC is a management and benchmarking regardless of industry, size,
member-based nonprofit serving organizations around the world or geography. The PCF organizes operating and management
in all sectors of business, education, and government. APQC processes into 12 enterprise-level categories, including process
is also a proud winner of the 2003 and 2004 North American groups and over 1,500 processes and associated activities. The
Most Admired Knowledge Enterprises (MAKE) awards. This PCF and associated measures and benchmarking surveys are
award is based on a study by Teleos, a European-based research available for download and completion at no charge at
firm, and the KNOW network. www.apqc.org/OSBCdatabase.

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11.28.2005