搜索
PROCESSCLASSIFICATIONFRAMEWORKSMVersion6.0.0OVERVIEWAPQC’sProcessClassificationFrameworkSM(PCF)isataxonomyofcross-functionalOPERATINGPROCESSESbusinessprocessesintendedtoallowthe1.0Develop2.0Develop3.0Market4.0Deliver5.0Manageobjectivecomparisonoforganizationalperformancewithinandamongorganizations.VisionandStrategyandManageProductsandServicesandSellProductsandServicesProductsandServicesCustomerServiceThePCFwasdevelopedbyAPQCanditsmembercompaniesasanopenstandardtofacilitateimprovementthroughprocessMANAGEMENTANDSUPPORTSERVICESmanagementandbenchmarking,regardlessofindustry,size,orlocation.ThePCForganizesoperatingandmanagementprocessesinto12enterprise-levelcategories,includingprocessgroupsandmorethan1,000processesandassociatedactivities.ThePCF,itsassociatedmeasures,anddefinitionsareavailablefordownloadatnochargeatwww.apqc.org/pcf.THEFRAMEWORKFORPROCESSIMPROVEMENTExperienceshowsthatthepotentialof6.07.08.09.010.011.012.0DevelopandManageHumanCapitalManageInformationTechnologyManageFinancialResourcesAcquire,Construct,andManageAssetsManageEnterpriseRisk,Compliance,andResiliencyManageExternalRelationshipsDevelopandManageBusinessCapabilitiesbenchmarkingtodrivedramaticimprovementliessquarelyinmakingout-of-the-boxcomparisonsandsearchingforinsightsnottypicallyfoundwithinintra-industryparadigms.Toenablethisbeneficialbenchmarking,theAPQCProcessClassificationFrameworkSM(PCF)servesasahigh-level,industry-neutralenterpriseprocessmodelthatallowsorganizationstoseetheirbusinessprocessesfromacross-industryviewpoint.Thecross-industryframeworkhasexperiencedmorethan15yearsofcreativeusebythousandsoforganizationsworldwide.ThePCFprovidesthefoundationfortheOpenStandardsBenchmarkingCollaborativeSM(OSBC)databaseandtheworkofitsadvisorycouncilofglobalindustryleaders.EachversionofthePCFwillcontinuetobeenhancedastheOSBCdatabasefurtherdevelopsdefinitions,processes,andmeasures.ThePCFandassociatedmeasuresandbenchmarkingsurveysareavailablefordownloadandcompletionatnochargefromtheOpenStandardsBenchmarkingCollaborativeWebsiteatwww.apqc.org/osbc.HISTORYThecross-industryProcessClassificationFrameworkwasoriginallyenvisionedasataxonomyofbusinessprocessesandacommonlanguagethroughwhichAPQCmemberorganizationscouldbenchmarktheirprocesses.TheinitialdesigninvolvedAPQCandmorethan80organizationswithastronginterestinadvancingtheuseofbenchmarkingintheUnitedStatesandworldwide.Sinceitsinceptionin1992,thePCFhasseenupdatestomostofitscontent.Theseupdateskeeptheframeworkcurrentwiththewaysthatorganizationsdobusinessaroundtheworld.In2008,APQCandIBMworkedtogethertoenhancethecross-industryPCFandtodevelopanumberofindustry-specificprocessclassificationframeworks.Version6.0.0-en-XI·July2012LOOKINGFORWARDThecross-industryandindustryProcessClassificationFrameworksareevolvingmodels,whichAPQCwillcontinuetoenhanceandimproveregularly.Thus,APQCencouragescomments,suggestions,andmoreimportantly,thesharingofinsightsfromhavingappliedthePCFwithinyourorganization.ShareyoursuggestionsandexperienceswiththePCFbye-mailingpcf_feedback@apqc.org.ABOUTAPQCAninternationallyrecognizedresourceforprocessandperformanceimprovement,APQChelpsorganizationsadapttorapidlychangingenvironments,buildnewandbetterwaystowork,andsucceedinacompetitivemarketplace.WithafocusPROCESSCLASSIFICATIONFRAMEWORKSMonproductivity,knowledgemanagement,benchmarking,andqualityimprovementinitiatives,APQCworkswithitsmemberorganizationstoidentifybestpractices;discovereffectivemethodsofimprovement;broadlydisseminatefindings;andconnectindividualswithoneanotherandtheknowledge,training,andtoolstheyneedtosucceed.Foundedin1977,APQCisamember-basednonprofitservingorganizationsaroundtheworldinallsectorsofbusiness,education,andgovernment.APQCisalsoaproudwinnerofthe2003and2004NorthAmericanMostAdmiredKnowledgeEnterprises(MAKE)awards.ThisawardisbasedonastudybyTeleos,aEuropean-basedresearchfirm,andtheKNOWnetwork.ThePCFiswritteninUnitedStatesEnglishlanguageformat.TABLEOFCONTENTSContentOrganization_____________________________________________________________________________3PCFLevelsExplained/NumberScheming______________________________________________________________31.02.03.04.05.06.07.08.09.010.011.012.0DevelopVisionandStrategy_________________________________________________________________4DesignandManageProductsandServices______________________________________________________5MarketandSellProductsandServices_________________________________________________________6DeliverProductsandServices_______________________________________________________________8ManageCustomerService_________________________________________________________________10DevelopandManageHumanCapital__________________________________________________________11ManageInformationTechnology_____________________________________________________________13ManageFinancialResources________________________________________________________________16Acquire,Construct,andManageAssets_______________________________________________________20ManageEnterpriseRisk,Compliance,andResilie