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Version5.0.2-en-TELECOM•November20081TELECOMMUNICATIONSPROCESSCLASSIFICATIONFRAMEWORKSMTHETELECOMMUNICATIONSPROCESSCLASSIFICATIONFRAMEWORKBasedontherenownedProcessClassificationFrameworkSM(PCF),ataxonomyofcross-functionalbusinessprocessesintendedtoallowobjectivecomparisonofperformancewithinandamongorgani-zations,andthesupportofIBM,thisindustryPCFenablesmoreindustryapplicablecontentbyoutlininganddefiningprocessesandactivitiesspecifictotheTelecommunicationsindustry.Thisallowsorganizationstochoosetheframeworkmostrelevanttothespecificprocessimprovementneed,whetheritbebenchmarkingwithinoracrossindustries,businessprocessmanagement/re-engineering,orcontentmanagement.Thecross-industryPCFandindustryPCFsareavailableontheAPQCwebsiteatnocharge.IBMprovidedthesubjectmatterexpertiseandintellectualpropertytocreatetheindustryspecificbusinessprocessclassificationframeworks,aspartoftheIBM’scontinuingleadershipinthepromotionofopenstandardstohelporganizationsevaluateandmeasurebusinessprocessesatanindustrylevel.THEFRAMEWORKFORPROCESSIMPROVEMENTExperienceshowsthatthepotentialofbenchmarkingtodrivedramaticimprovementliessquarelyinmakingout-of-the-boxcomparisonsandsearchingforinsightsnottypicallyfoundwithinintra-industryparadigms.Toenablethisbeneficialbenchmarking,theAPQCProcessClassificationFrameworkSM(PCF)servesasahigh-level,industry-neutralenterpriseprocessmodelthatallowsorganizationstoseetheirbusinessprocessesfromacross-industryviewpoint.Thiscross-industryframeworkhasexperiencedmorethan15yearsofcreativeusebythousandsoforganizationsworldwide.ThePCFprovidesthefoundationfortheOpenStandardsBenchmarkingCollaborativeSM(OSBC)databaseandtheworkofitsadvisorycouncilofglobalindustryleaders.EachversionofthePCFwillcontinuetobeenhancedastheOSBCdatabasefurtherdevelopsdefinitions,processes,andmeasures.ThePCFandassociatedmeasuresandbenchmarkingsurveysareavailablefordownloadandcompletionatnochargefromtheOpenStandardsBenchmarkingCollaborativeWebsiteat©2008APQC©2008IBMInterpretingthePCF______________________________________________________________________________3Overview_______________________________________________________________________________________41.0DevelopVisionandStrategy___________________________________________________________________42.0DevelopandManageProductsandServices______________________________________________________53.0MarketandSellProductsandServices__________________________________________________________74.0DeliverProductsandServices_________________________________________________________________85.0ManageCustomerService___________________________________________________________________126.0DevelopandManageHumanCapital___________________________________________________________137.0ManageInformationTechnology______________________________________________________________158.0ManageFinancialResources__________________________________________________________________189.0Acquire,Construct,andManageProperty______________________________________________________2210.0ManageEnvironmentalHealthandSafety(EHS)__________________________________________________2311.0ManageExternalRelationships________________________________________________________________2312.0ManageKnowledge,Improvement,andChange__________________________________________________2413.0ManageandPlanNetwork___________________________________________________________________25PROCESSCLASSIFICATIONFRAMEWORKTABLEOFCONTENTSLOOKINGFORWARDThecrossindustryandindustryProcessClassificationFrameworksareevolvingmodels,whichAPQCwillcontinuetoenhanceandimproveregularly.Thus,APQCencouragescomments,suggestions,andmoreimportantly,thesharingofinsightsfromhavingappliedthePCFwithinyourorganization.ShareyoursuggestionsandexperienceswiththePCFbye-mailingpcf_feedback@apqc.org.ABOUTAPQCAninternationallyrecognizedresourceforprocessandperformanceimprovement,APQChelpsorganizationsadapttorapidlychangingenvironments,buildnewandbetterwaystowork,andsucceedinacompetitivemarketplace.Withafocusonproductivity,knowledgemanagement,benchmarking,andqualityimprovementinitiatives,APQCworkswithitsmemberorganizationstoidentifybestpractices;discovereffectivemethodsofimprovement;broadlydisseminatefindings;andconnectindividualswithoneanotherandtheknowledge,training,andtoolstheyneedtosucceed.Foundedin1977,APQCisamember-basednonprofitservingorganization