APQC的过程分类框架

APQC的过程分类框架

1． Understand Markets and Customers

1.1 Determine customer needs and wants
1.1.1 Conduct qualitative assessments
1.1.1.1 Conduct customer interviews
1.1.1.2 Conduct focus groups
1.1.2 Conduct quantitative assessments
1.1.2.1 Develop and implement surveys
1.1.3 Predict customer purchasing behavior
1.2 Measure customer satisfaction
1.2.1 Monitor satisfaction with products and services
1.2.2 Monitor satisfaction with complaint resolution
1.2.3 Monitor satisfaction with communication
1.3 Monitor changes in market or customer expectations
1.3.1 Determine weaknesses of product/service offerings
1.3.2 Identify new innovations that are meeting customer needs
1.3.3 Determine customer reactions to competitive offerings

2. Develop Vision and Strategy

2.1 Monitor the external environment
2.1.1 Analyze and understand the competition
2.1.2 Identify economic trends
2.1.3 Identify political and regulatory issues
2.1.4 Assess new technology innovations
2.1.5 Understand demographics
2.1.6 Identify social and cultural changes
2.1.7 Understand ecological concerns
2.2 Define the business concept and organizational strategy
2.2.1 Select relevant markets
2.2.2 Develop long-term vision
2.2.3 Formulate business unit strategy
2.2.4 Develop overall mission statement
2.3 Design the organizational structure and relationships between organizational units
2.4 Develop and set organizational goals

3. Design Products and Services

3.1 Develop new product/service concept and plans
3.1.1 Translate customer wants and needs into product and/or service requirements
3.1.2 Plan and deploy quality targets
3.1.3 Plan and deploy cost targets
3.1.4 Develop product life cycle and development timing targets
3.1.5 Develop and integrate leading technology into product/service concept
3.2 Design, build, and evaluate prototype products or services
3.2.1 Develop product/service specifications
3.2.2 Conduct concurrent engineering
3.2.3 Implement value engineering
3.2.4 Document design specifications
3.2.5 Develop prototypes
3.2.6 Apply for patents
3.3 Refine existing products/services
3.3.1 Develop product/service enhancements
3.3.2 Eliminate quality/reliability problems
3.3.3 Eliminate outdated products/services
3.4 Test effectiveness of new or revised products or services
3.5 Prepare for production
3.5.1 Develop and test prototype production process
3.5.2 Design and obtain necessary material and equipment
3.5.3 Install and verify process or methodology
3.6 Manage the product/service development process

4. Market and Sell

4.1 Market products or services to relevant customer segments
4.1.1 Develop pricing strategy
4.1.2 Develop advertising strategy
4.1.3 Develop market messages to communicate benefits
4.1.4 Estimate advertising resources and capital requirements
4.1.5 Identify specific target customers and their needs
4.1.6 Develop sales forecast
4.1.7 Sell products or services
4.1.8 Negotiate terms
4.2 Process customer orders
4.2.1 Accept orders from customers
4.2.2 Enter orders into production and delivery process

5. Produce and Deliver for Manufacturing-Oriented Organization

5.1 Plan for and acquire necessary resources or inputs
5.1.1 Select and certify suppliers
5.1.2 Purchase capital goods
5.1.3 Purchase materials and supplies
5.1.4 Acquire appropriate technology
5.2 Convert resources or inputs into products
5.2.1 Develop and adjust production process (for existing process)
5.2.2 Schedule production
5.2.3 Move materials and resources
5.2.4 Make product
5.2.5 Package product
5.2.6 Warehouse and store product
5.2.7 Stage products for delivery
5.3 Make delivery
5.3.1 Arrange product shipment
5.3.2 Deliver products to customers
5.3.3 Install product
5.4 Manage and produce delivery process
5.4.1 Document and monitor order status
5.4.2 Manage inventories
5.4.3 Ensure product quality
5.4.4 Schedule and perform maintenance
5.4.5 Monitor environmental constraints

6. Produce and Deliver for Service-Oriented Organization

6.1 Plan for and acquire necessary resources
6.1.1 Select and certify suppliers
6.1.2 Purchase materials and supplies
6.1.3 Acquire appropriate technology
6.2 Develop human resources skills
6.2.1 Define skills requirements
6.2.2 Identify and implement training
6.2.3 Monitor and manage skill development
6.3 Deliver service to the customer
6.3.1 Confirm specific service requirements for individual customer
6.3.2 Identify and schedule resources to meet service requirements
6.3.3 Provide the service to specific customers
6.4 Ensure quality of service

7. Invoice and Service Customers

7.1 Bill the customer
7.1.1 Develop, deliver, and maintain customer billing
7.1.2 Invoice the customer
7.1.3 Respond to billing inquiries
7.2 Provide after-sales service
7.2.1 Provide post-sales service
7.2.2 Handle warranties and claims
7.3 Respond to customer inquiries
7.3.1 Respond to information requests
7.3.2 Manage customer complaints

8. Develop and Manage Human Resources

8.1 Create human resource strategies
8.1.1 Identify organizational strategic demands
8.1.2 Determine human resource costs
8.1.3 Determine human resource requirements
8.1.4 Define human resources organizational role
8.2 Cascade strategy to work level
8.2.1 Analyze, design, or redesign work
8.2.2 Define and align work outputs and metrics
8.2.3 Define work competencies
8.3 Manage deployment of personnel
8.3.1 Plan and forecast work force requirements
8.3.2 Develop succession and career plans
8.3.3 Recruit, select, and hire employees
8.3.4 Create and deploy teams
8.3.5 Relocate employees
8.3.6 Restructure and rightsize work force
8.3.7 Manage employee retirement
8.3.8 Provide outplacement support
8.4 Develop and train employees
8.4.1 Align employee and organization development needs
8.4.2 Develop and manage training programs
8.4.3 Develop and manage employee orientation programs
8.4.4 Develop functional/process competencies
8.4.5 Develop management/leadership competencies
8.4.6 Develop team competencies
8.5 Manage employee performance, reward, and recognition
8.5.1 Define performance measures
8.5.2 Develop performance management approaches/feedback
8.5.3 Manage team performance
8.5.4 Evaluate work for market value and internal equity
8.5.5 Develop and manage base and variable compensation
8.5.6 Manage reward and recognition programs
8.6 Ensure employee well-being and satisfaction
8.6.1 Manage employee satisfaction
8.6.2 Develop work and family support systems
8.6.3 Manage and administer employee benefits
8.6.4 Manage workplace health and safety
8.6.5 Manage internal communications
8.6.6 Manage and support workplace diversity
8.7 Ensure employee involvement
8.8 Manage labor-management relations
8.8.1 Manage collective bargaining process
8.8.2 Manage labor-management partnerships
8.9 Develop Human Resources Information Systems (HRIS)

9. Manage Information Resources

9.1 Plan for information resource management
9.1.1 Derive requirements from business strategies
9.1.2 Define enterprise system architecture
9.1.3 Plan and forecast information technologies/methodologies
9.1.4 Establish enterprise data standards
9.1.5 Establish quality standards and controls
9.2 Develop and deploy enterprise support systems
9.2.1 Conduct specific needs assessments
9.2.2 Select information technologies
9.2.3 Define data life cycles
9.2.4 Develop enterprise support systems
9.2.5 Test, evaluate, and deploy enterprise support systems
9.3 Implement systems security and controls
9.3.1 Establish systems security strategies and levels
9.3.2 Test, evaluate, and deploy systems security and controls
9.4 Manage information storage and retrieval
9.4.1 Establish information respositories (databases)
9.4.2 Acquire and collect information
9.4.3 Store information
9.4.4 Modify and update information
9.4.5 Enable retrieval of information
9.4.6 Delete information
9.5 Manage facilities and network operations
9.5.1 Manage centralized facilities
9.5.2 Manage distributed facilities
9.5.3 Manage network facilities
9.6 Manage information services
9.6.1 Manage libraries
9.6.2 Manage business records and documents
9.7 Facilitate information sharing and information centers
9.7.1 Manage external communications systems
9.7.2 Manage internal communications systems
9.7.3 Prepare and distribute publications
9.8 Evaluate and audit information quality

10. Manage Financial and Physical Resources

10.1 Manage financial resources
10.1.1 Develop budgets
10.1.2 Manage resource allocations
10.1.3 Design capital structure
10.1.4 Manage cash flow
10.1.5 Manage financial risk
10.2 Process finance and accounting transactions
10.2.1 Process accounts payable
10.2.2 Process payroll
10.2.3 Process accounts receivables, credits, and collections
10.2.4 Close the books
10.2.5 Process benefits and retiree information
10.2.6 Manage travel and entertainment expenses
10.3 Report information
10.3.1 Provide external financial information
10.3.2 Provide internal financial information
10.4 Conduct internal audits
10.5 Manage the tax function
10.5.1 Ensure tax compliance
10.5.2 Plan tax strategy
10.5.3 Employ effective technology
10.5.4 Manage tax controversies
10.5.5 Communicate tax issues to management
10.5.6 Manage tax records
10.6 Manage physical resources
10.6.1 Manage capital planning
10.6.2 Acquire and redeploy fixed assets
10.6.3 Manage facilities
10.6.4 Manage physical risk

11. Execute Environmental Management Program

11.1 Formulate environmental management strategy
11.2 Ensure compliance with regulations
11.3 Train and educate employees
11.4 Implement pollution prevention program
11.5 Manage remediation efforts
11.6 Implement emergency response program
11.7 Manage government, agency and public relations
11.8 Manage acquisition/divestiture environmental issues
11.9 Develop and manage environmental information system
11.10 Monitor environmental management program

12. Manage External Relationships

12.1 Communicate with shareholders
12.2 Manage government relationships
12.3 Build lender relationships
12.4 Develop public relations program
12.5 Interface with board of directors
12.6 Develop community relations
12.7 Manage legal and ethical issues

13. Manage Improvement and Change

13.1 Measure organization performance
13.1.1 Create measurement systems
13.1.2 Measure product and service quality
13.1.3 Measure cost of quality
13.1.4 Measure cost
13.1.5 Measure cycle time
13.1.6 Measure productivity
13.2 Conduct quality assessment
13.2.1 Conduct quality assessments based on external criteria
13.2.2 Conduct quality assessments based on internal criteria
13.3 Benchmark performance
13.3.1 Develop benchmarking capabilities
13.3.2 Conduct process benchmarking
13.3.3 Conduct competitive benchmarking
13.4 Improve processes and systems
13.4.1 Create commitment for improvement
13.4.2 Implement continuous improvement
13.4.3 Reengineer business processes and systems
13.4.4 Manage transition to change
13.5 Implement TQM
13.5.1 Create commitment for TQM
13.5.2 Design and implement TQM systems
13.5.3 Manage TQM life cycle