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					Process Classification Framework

5.2.0 Cross Industry Process Classification Framework

Summary of Classification Taxonomy
1.0 Develop Vision and Strategy
2.0 Develop and Manage Products and Services
3.0 Market and Sell Products and Services
4.0 Deliver Products and Services
5.0 Manage Customer Service
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 (EHS)
11.0 Manage External Relationships
12.0 Manage Knowledge, Improvement, and Change




Overview
5.2.0 Cross Industry Process Classification Framework                                                                                        THE FRAMEWORK FOR PROCESS IMPROVEMENT
 APQC's Process Classification FrameworkSM (PCF) is a taxonomy of cross-functional business processes intended to allow objective             Experience shows that the potential of benchmarking to drive dramatic improvement
 comparison of organizational performance within and among organizations. The PCF was developed by APQC and its member                        lies squarely in making out-of-the-box comparisons and searching for insights not
 companies as an open standard to facilitate improvement through process management and benchmarking, regardless of industry,                 typically found within intra-industry paradigms. To enable this beneficial
 size, or geography. The PCF organizes operating and management processes into 12 enterprise level categories, including process              benchmarking, the APQC Process Classification FrameworkSM (PCF) serves as a high -
 groups and over 1,000 processes and associated activities. The PCF, associated measures, and definitions are available for                   level, industry-neutral enterprise process model that allows organizations to see
 download at no charge at www.apqc.org/osb.                                                                                                   their business processes from a cross-industry viewpoint. The cross-industry
                                                                                                                                              framework has experienced more than 15 years of creative use by thousands of
                                                                                                                                              organizations worldwide. The PCF provides the foundation for the Open Standards
                                                                                                                                              Benchmarking Collaborative SM (OSBC) database and the work of its advisory council
                                                                                                                                              of global industry leaders. Each version of the PCF will continue to be enhanced as
                                                                                                                                              the OSBC database further develops definitions, processes, and measures. The PCF
                                                                                                                                              and associated measures and benchmarking surveys are available for download and
                                                                                                                                              completion at no charge from the Open Standards Benchmarking Collaborative Web
                                                                                                                                              site at www.apqc.org/osbc.



CONTENT ORGANIZATION
  Root - Process Classification Framework: The Process Classification Framework (PCF) is an Open Standard and is administered by APQC .

  Level 1 - Process Category: Represents the highest level of process in the enterprise, such as Manage Customer Service, Supply Chain, Financial Organizat ion or Human Resources.

  Level 2 - Process Group: Indicates the next level of processes and represents a “group of processes.” Perform After Sales Repairs, Procurement, Accou nts Payable, Recruit/Source, or Develop Sales Strategy are each examples
  of a process group.

  Level 3 - Process: A series of interrelated activities which convert inputs into results (outputs); processes consume resources and require stan dards for repeatable performance; and processes respond to control systems which
  direct the quality, rate and cost of performance.

  Level 4 - Activity: Indicates key events performed when executing a process. Examples of activities include Receive Customer Requests, Resolve C ustomer Complaints, Negotiate Purchasing Contracts, etc.




LOOKING FORWARD                                                                                                                              About APQC
  The cross industry and industry Process Classification Frameworks are evolving models, which APQC will continue to enhance and               An internationally recognized resource for process and performance improvement, APQC
  improve regularly. Thus, APQC encourages comments, suggestions, and more importantly, the sharing of insights from having                    helps organizations adapt to rapidly changing environments, build new and better ways
  applied the PCF within your organization. Share your suggestions and experiences with the PCF by e-mailing                                   to work, and succeed in a competitive marketplace. With a focus on productivity,
  pcf_feedback@apqc.org.                                                                                                                       knowledge management, benchmarking, and quality improvement initiatives, APQC
                                                                                                                                               works with its member organizations to identify best practices; discover effective
                                                                                                                                               methods of improvement; broadly disseminate findings; and connect individuals with one
HISTORY                                                                                                                                        another and the knowledge, training, and tools they need to succeed. Founded in 1977,
                                                                                                                                               APQC is a member-based nonprofit serving organizations around the world in all sectors
  The cross-industry Process Classification Framework was originally envisioned as a taxonomy of business processes and a                      of business, education, and government. APQC is also a proud winner of the 2003 and
  common language through which APQC member organizations could benchmark their processes. The initial design involved                         2004 North American Most Admired Knowledge Enterprises (MAKE) awards. This award is
  APQC and more than 80 organizations with strong interest in advancing the use of benchmarking in the United States and                       based on a study by Teleos, a European based research firm, and the KNOW network.
  worldwide. Since its inception in 1992, the PCF has seen updates to most of its content. These updates keep the framework
  current with the ways that organizations do business around the world. In 2008, APQC and IBM worked together to enhance
  the cross-industry PCF and to develop a number of industry-specific process classification frameworks.




(c) 2010 APQC and IBM                                                                                                                            1                                                                                      Generated on 7/27/2011
Process Classification Framework                                                           Process Category - 1.0
                           MAROON
                           BLUE
                           BLACK
                           RED
5.2.0 Cross Industry Process Classification Framework



  Unique APQC         Process
                                Process Group   Process       Activity
   Identifier        Category




IBM Global Business Services                              2              20c8caeb-4c33-4146-aab2-1b4a8da1a34e.xls
Process Classification Framework                                                           Process Category - 2.0
                           MAROON
                           BLUE
                           BLACK
                           RED
5.2.0 Cross Industry Process Classification Framework



  Unique APQC         Process
                                Process Group   Process       Activity
   Identifier        Category




IBM Global Business Services                              3              20c8caeb-4c33-4146-aab2-1b4a8da1a34e.xls
Process Classification Framework                                                           Process Category - 3.0
                           MAROON
                           BLUE
                           BLACK
                           RED
5.2.0 Cross Industry Process Classification Framework



  Unique APQC         Process
                                Process Group   Process       Activity
   Identifier        Category




IBM Global Business Services                              4              20c8caeb-4c33-4146-aab2-1b4a8da1a34e.xls
Process Classification Framework                                                           Process Category - 4.0
                           MAROON
                           BLUE
                           BLACK
                           RED
5.2.0 Cross Industry Process Classification Framework



  Unique APQC         Process
                                Process Group   Process       Activity
   Identifier        Category




IBM Global Business Services                              5              20c8caeb-4c33-4146-aab2-1b4a8da1a34e.xls
Process Classification Framework                                                           Process Category - 5.0
                           MAROON
                           BLUE
                           BLACK
                           RED
5.2.0 Cross Industry Process Classification Framework



  Unique APQC         Process
                                Process Group   Process       Activity
   Identifier        Category




IBM Global Business Services                              6              20c8caeb-4c33-4146-aab2-1b4a8da1a34e.xls
Process Classification Framework                                                           Process Category - 6.0
                           MAROON
                           BLUE
                           BLACK
                           RED
5.2.0 Cross Industry Process Classification Framework



  Unique APQC         Process
                                Process Group   Process       Activity
   Identifier        Category




IBM Global Business Services                              7              20c8caeb-4c33-4146-aab2-1b4a8da1a34e.xls
Process Classification Framework                                                           Process Category - 7.0
                           MAROON
                           BLUE
                           BLACK
                           RED
5.2.0 Cross Industry Process Classification Framework



  Unique APQC         Process
                                Process Group   Process       Activity
   Identifier        Category




IBM Global Business Services                              8              20c8caeb-4c33-4146-aab2-1b4a8da1a34e.xls
Process Classification Framework                                                           Process Category - 8.0
                           MAROON
                           BLUE
                           BLACK
                           RED
5.2.0 Cross Industry Process Classification Framework



  Unique APQC         Process
                                Process Group   Process       Activity
   Identifier        Category




IBM Global Business Services                              9              20c8caeb-4c33-4146-aab2-1b4a8da1a34e.xls
Process Classification Framework                                                            Process Category - 9.0
                           MAROON
                           BLUE
                           BLACK
                           RED
5.2.0 Cross Industry Process Classification Framework



  Unique APQC         Process
                                Process Group   Process        Activity
   Identifier        Category




IBM Global Business Services                              10              20c8caeb-4c33-4146-aab2-1b4a8da1a34e.xls
Process Classification Framework                                                          Process Category - 10.0
                           MAROON
                           BLUE
                           BLACK
                           RED
5.2.0 Cross Industry Process Classification Framework



  Unique APQC         Process
                                Process Group   Process        Activity
   Identifier        Category




IBM Global Business Services                              11              20c8caeb-4c33-4146-aab2-1b4a8da1a34e.xls
Process Classification Framework                                                          Process Category - 11.0
                           MAROON
                           BLUE
                           BLACK
                           RED
5.2.0 Cross Industry Process Classification Framework



  Unique APQC         Process
                                Process Group   Process        Activity
   Identifier        Category




IBM Global Business Services                              12              20c8caeb-4c33-4146-aab2-1b4a8da1a34e.xls
Process Classification Framework                                                          Process Category - 12.0
                           MAROON
                           BLUE
                           BLACK
                           RED
5.2.0 Cross Industry Process Classification Framework



  Unique APQC         Process
                                Process Group   Process        Activity
   Identifier        Category




IBM Global Business Services                              13              20c8caeb-4c33-4146-aab2-1b4a8da1a34e.xls

				
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