Business Process Classification Framework APQC v2.0 vs AQPC v6.0 Chantel Helmore Franklin Abao October 2015
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Business Process Classification Framework
APQC v2.0 vs AQPC v6.0
Chantel Helmore
Franklin Abao
October 2015
Context
• QGEA review
– Classification
frameworks
• Scope:
business
process only
for the time
being
QGEA Classification Frameworks
Business Service
Business Process
Information
Information Management
Application
Technology
Business Process Classification
Framework
• QGEA website is only at version 2.0
• APQC have since progressed to version 6.0
• We’re making a leap from 2.0 to 6.0
What are the key changes?
Legend:
Structural
Content
No change
Merged Split New
No or slight change
Change in approach
New
Structural changes
No change
Merged
Split New
Content changes
No or slight
change
Change in
approach
New
Examples:
Version 2.0
Operating Processes
Management and Support
Services
Version 6.0
Operating Processes
Management and Support
Services
No change in first-level categories
Version 2.0
1.0 Understand Markets and Customers
2.0 Develop and Manage Strategy and
Policy
3.0 Develop Products and
Services
4.0 Market and Sell
5.0 Produce and Deliver
(Manufacturing)
6.0 Produce and Deliver (Services)
7.0 Invoice and Service
Customers
Version 6.0
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
Examples:Merged Categories
5.0 / 6.04.0 Deliver Products and Services
5.1 4.1 Plan for and align supply chain resources
*.2-34.3 Produce/Manufacture/Deliver product
4.5 Manage logistics and warehousing
*.4 4.4 Deliver service to customer
4.2 Procure materials and services
4.1.9 Develop quality standards and procedures
4.1.8 Assess distribution planning performance
4.1.7 Review distribution planning policies
5.4.44.1.6 Establish distribution planning constraints
5.4.44.1.5 Plan distribution requirements
5.3.44.1.4 Create and manage master production schedule
4.1.3 Create materials plan
4.1.2 Manage demand for products and services
4.1.1 Develop production and materials strategies
*.1 4.2.4 Manage suppliers
*.1 4.2.3 Order materials and services
*.14.2.2 Select suppliers and develop/maintain contracts
*.1 4.2.1 Develop sourcing strategies
4.3.4 Maintain production records and manage lot traceability
5.3.3/6.44.3.3 Perform quality testing
5.2.24.3.2 Produce product
4.3.1 Schedule production
6.4 4.4.4 Ensure quality of service
6.3.14.4.3 Provide service to specific customers
5.4.44.4.2 Identify and schedule resources to meet service requirements
4.4.1 Confirm specific service requirements for individual customer
4.5.5 Manage returns; manage reverse logist ics
5.4.14.5.4 Operate outbound transportation
4.5.3 Operate warehousing
4.5.2 Plan and manage inbound material flow
4.5.1 Define logistics strategy
Legend:
Examples:Merged Categories
Version 6.0
Examples:Split Categories
Version 6.0
6.0 Develop and Manage
Human Capital
7.0 Manage Information Technology
8.0 Manage Financial
Resources
9.0 Acquire, Construct, and Manage Assets
10.0 Manage Enterprise Risk,
Compliance, Remediation
and Resiliency
11.0 Manage External
Relationships
12.0 Develop and Manage
Business Capabilities
Version 2.0
8.0 Develop and Manage
Human Resources
9.0 Manage Information and
Technology Resources
10.0 Manage Financial and
Physical Resources
11.0 Manage External
Relationships
12.0 Manage Improvement and Change
13.0 Execute Environmental Management
Program
Management and Support Processes
Examples:Split Categories
10.69.0 Acquire, Construct, and Manage Assets
10.6 9.1 Design and construct/acquire
nonproductive assets
9.1.4 Provide workspace and assets
9.1.3 Plan facility
9.1.2 Develop, construct, and modify sites
9.1.1 Develop property strategy and long-term vision
10.6.39.2 Plan maintenance work
9.2.4 Manage facilities operations
9.2.3 Overhaul equipment
9.2.2 Perform corrective maintenance
9.2.1 Perform routine maintenance
10.6 9.3 Obtain and install assets,
equipment, and tools
9.3.2 Obtain and install equipment
9.3.1 Develop ongoing maintenance policies for productive assets
10.6.4 9.4 Dispose of productive and nonproductive
assets
9.4.3 Perform abandonment
9.4.2 Perform sale or trade
9.4.1 Develop exit strategy
Legend:
Version 6.0
Version 6.0
6.0 Develop and Manage
Human Capital
7.0 Manage Information Technology
8.0 Manage Financial
Resources
9.0 Acquire, Construct, and Manage Assets
10.0 Manage Enterprise Risk,
Compliance, Remediation
and Resiliency
11.0 Manage External
Relationships
12.0 Develop and Manage
Business Capabilities
Version 2.0
8.0 Develop and Manage
Human Resources
9.0 Manage Information and
Technology Resources
10.0 Manage Financial and
Physical Resources
11.0 Manage External
Relationships
12.0 Manage Improvement and Change
13.0 Execute Environmental Management
Program
New
Management and Support Processes
Examples:New Categories
10.0 Manage Enterprise Risk, Compliance, Remediation and Resiliency
10.4 Manage business resiliency10.3 Manage remediation efforts10.2 Manage compliance10.1 Manage enterprise risk
10.1.4 Manage business unit and function risk
10.1.3 Coordinate business unit and functional risk management activit ies
10.1.2 Oversee and coordinate enterprise risk management activit ies
10.1.1 Establish the enterprise risk framework and policies
10.2.2 Manage regulatory compliance
10.2.1 Establish compliance framework and policies
10.3.6 Amend or create policy
10.3.5 Investigate damage cause
10.3.4 Investigate legal aspects
10.3.3 Identify/dedicate resources
10.3.2 Contact and confer with experts
10.3.1 Create remediation plans
10.4.5 Share knowledge of specific risks across other parts of the organization
10.4.4 Maintain continuous business operations
10.4.3 Test continuous business operations
10.4.2 Perform continuous business operations planning
10.4.1 Develop the business resilience strategy
Legend:
Examples:New Categories and Content
Version 6.0
Version 6.0
6.0 Develop and Manage
Human Capital
7.0 Manage Information Technology
8.0 Manage Financial
Resources
9.0 Acquire, Construct, and Manage Assets
10.0 Manage Enterprise Risk,
Compliance, Remediation
and Resiliency
11.0 Manage External
Relationships
12.0 Develop and Manage
Business Capabilities
Version 2.0
8.0 Develop and Manage
Human Resources
9.0 Manage Information and
Technology Resources
10.0 Manage Financial and
Physical Resources
11.0 Manage External
Relationships
12.0 Manage Improvement and Change
13.0 Execute Environmental Management
Program
Management and Support Processes
Examples:Mixed changes in structure and content
Legend:
Examples:Mixed changes in structure and content
Version 6.0
Version 2.0
1.0 Understand Markets and Customers
2.0 Develop and Manage
Strategy and Policy
3.0 Develop Products and
Services
4.0 Market and Sell
Produce and Deliver
• 5.0 (Manufacturing)
• 6.0 (Services)
7.0 Invoice and Service
Customers
Version 6.0
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
Legend:
Examples:Mixed changes in structure and content
4.03.0 Market and Sell Products and Services
3.5 Develop and manage sales plans
3.4 Develop and manage marketing p lans
3.3 Develop sales strategy
4.1.2 3.2 Develop marketing s trategy
1.0 3.1 Understand markets, customers, and capabilities
1.3.23.1.2 Evaluate and prioritize market opportunities
1.1 3.1.1 Perform customer and mark et intelligence analysis
3.2.3 Define and manage channel strategy
4.1.13.2.2 Define pricing strategy to align to value proposition
3.2.1 Define offering and customer value proposit ion
3.3.5 Establish customer management measures
3.3.4 Establish sales goals and measures
3.3.3 Establish overall sales budgets
3.3.2 Develop sales partner/alliance relat ionships
4.7 3.3.1 Develop sales forecast
3.4.7 Develop and manage packaging strategy
3.4.6 Track customer management measures
3.4.5 Develop and manage promotional activit ies
3.4.4 Develop and manage pricing
4.1.33.4.3 Develop and manage media
4.1.53.4.2 Establish marketing budgets
3.4.1 Establish goals, objectives, and metrics for products by channels/segments
3.5.6 Manage sales partners and alliances
3.5.5 Manage sales force
3.5.4 Manage sales orders
3.5.3 Manage customer sales
3.5.2 Manage customers and accounts
3.5.1 Generate leads
Legend:
Examples:Mixed changes in structure and content
Version 6.0
DETAILED COMPARISONS
APQC v2 to v6
Version 2.0
1.0 Understand Markets and Customers
2.0 Develop and Manage
Strategy and Policy
3.0 Develop Products and
Services
4.0 Market and Sell
Produce and Deliver
• 5.0 (Manufacturing)
• 6.0 (Services)
7.0 Invoice and Service
Customers
Version 6.0
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
Operating Processes: Level 1 Mapping
Legend:
Version 2.0
1.0 Understand Markets and Customers
2.0 Develop and Manage
Strategy and Policy
3.0 Develop Products and
Services
4.0 Market and Sell
Produce and Deliver
• 5.0 (Manufacturing)
• 6.0 (Services)
7.0 Invoice and Service
Customers
Version 6.0
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
2.01.0 Develop Vision and Strategy
1.3 Manage strategic initiatives
2.2 1.2 Develop business strategy
2.2 1.1 Define the business concept and long-term vision
1.1.5 Conduct organization restructuring opportunities
2.2.11.1.4 Establish strategic vision
1.1.3 Perform internal analysis
1.1 1.1.2 Survey market and determine customer needs and wants
2.1 1.1.1 Assess the external environment
2.2.21.2.7 Formulate business unit strateg ies
2.2.31.2.6 Develop and set organizational goals
2.2.41.2.5 Create organizat ional design (structure, governance, reporting, etc.)
1.2.4 Coordinate and align functional and process strategies
1.2.3 Select long-term business strategy
1.2.2 Evaluate strategic options to achieve the objectives
2.2.11.2.1 Develop overall mission statement
1.3.4 Establish high-level measures
1.3.3 Select strategic initiatives
1.3.2 Evaluate strategic initiatives
1.3.1 Develop strategic init iatives
Legend:
Operating Processes
Version 2.0
1.0 Understand Markets and Customers
2.0 Develop and Manage
Strategy and Policy
3.0 Develop Products and
Services
4.0 Market and Sell
Produce and Deliver
• 5.0 (Manufacturing)
• 6.0 (Services)
7.0 Invoice and Service
Customers
Version 6.0
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
3.02.0 Develop and Manage
Products and Services
3.02.2 Develop products and services
2.1 Manage product and service portfolio
2.1.6 Manage product and service master data
3.1.52.1.5 Manage product and service life cycle
2.1.4 Confirm alignment of product/service concepts with business strategy
3.1.22.1.3 Perform discovery research
3.3.12.1.2 Define product/service development requirements
2.1.1 Evaluate performance of existing products/services against market opportunities
3.4 2.2.3 Prepare for product ion
3.3.62.2.2 Test market for new or revised products and services
3.3 2.2.1 Design, build, and evaluate products and services
Legend:
Operating Processes
Version 2.0
1.0 Understand Markets and Customers
2.0 Develop and Manage
Strategy and Policy
3.0 Develop Products and
Services
4.0 Market and Sell
Produce and Deliver
• 5.0 (Manufacturing)
• 6.0 (Services)
7.0 Invoice and Service
Customers
Version 6.0
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
Legend:
Operating Processes
4.03.0 Market and Sell Products and Services
3.5 Develop and manage sales plans
3.4 Develop and manage marketing p lans
3.3 Develop sales strategy
4.1.2 3.2 Develop marketing s trategy
1.0 3.1 Understand markets, customers, and capabilities
1.3.23.1.2 Evaluate and prioritize market opportunities
1.1 3.1.1 Perform customer and mark et intelligence analysis
3.2.3 Define and manage channel strategy
4.1.13.2.2 Define pricing strategy to align to value proposition
3.2.1 Define offering and customer value proposit ion
3.3.5 Establish customer management measures
3.3.4 Establish sales goals and measures
3.3.3 Establish overall sales budgets
3.3.2 Develop sales partner/alliance relat ionships
4.7 3.3.1 Develop sales forecast
3.4.7 Develop and manage packaging strategy
3.4.6 Track customer management measures
3.4.5 Develop and manage promotional activit ies
3.4.4 Develop and manage pricing
4.1.33.4.3 Develop and manage media
4.1.53.4.2 Establish marketing budgets
3.4.1 Establish goals, objectives, and metrics for products by channels/segments
3.5.6 Manage sales partners and alliances
3.5.5 Manage sales force
3.5.4 Manage sales orders
3.5.3 Manage customer sales
3.5.2 Manage customers and accounts
3.5.1 Generate leads
Legend:
Operating Processes
Version 2.0
1.0 Understand Markets and Customers
2.0 Develop and Manage Strategy and
Policy
3.0 Develop Products and
Services
4.0 Market and Sell
5.0 Produce and Deliver
(Manufacturing)
6.0 Produce and Deliver (Services)
7.0 Invoice and Service
Customers
Version 6.0
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
5.0 / 6.04.0 Deliver Products and Services
5.1 4.1 Plan for and align supply chain resources
*.2-34.3 Produce/Manufacture/Deliver product
4.5 Manage logistics and warehousing
*.4 4.4 Deliver service to customer
4.2 Procure materials and services
4.1.9 Develop quality standards and procedures
4.1.8 Assess distribution planning performance
4.1.7 Review distribution planning policies
5.4.44.1.6 Establish distribution planning constraints
5.4.44.1.5 Plan distribution requirements
5.3.44.1.4 Create and manage master production schedule
4.1.3 Create materials plan
4.1.2 Manage demand for products and services
4.1.1 Develop production and materials strategies
*.1 4.2.4 Manage suppliers
*.1 4.2.3 Order materials and services
*.14.2.2 Select suppliers and develop/maintain contracts
*.1 4.2.1 Develop sourcing strategies
4.3.4 Maintain production records and manage lot traceability
5.3.3/6.44.3.3 Perform quality testing
5.2.24.3.2 Produce product
4.3.1 Schedule production
6.4 4.4.4 Ensure quality of service
6.3.14.4.3 Provide service to specific customers
5.4.44.4.2 Identify and schedule resources to meet service requirements
4.4.1 Confirm specific service requirements for individual customer
4.5.5 Manage returns; manage reverse logist ics
5.4.14.5.4 Operate outbound transportation
4.5.3 Operate warehousing
4.5.2 Plan and manage inbound material flow
4.5.1 Define logistics strategy
Legend:
Operating Processes
5.0 / 6.04.0 Deliver Products and Services
5.1 4.1 Plan for and align supply chain resources
*.2-34.3 Produce/Manufacture/Deliver product
4.5 Manage logistics and warehousing
*.4 4.4 Deliver service to customer
4.2 Procure materials and services
4.1.9 Develop quality standards and procedures
4.1.8 Assess distribution planning performance
4.1.7 Review distribution planning policies
5.4.44.1.6 Establish distribution planning constraints
5.4.44.1.5 Plan distribution requirements
5.3.44.1.4 Create and manage master production schedule
4.1.3 Create materials plan
4.1.2 Manage demand for products and services
4.1.1 Develop production and materials strategies
*.1 4.2.4 Manage suppliers
*.1 4.2.3 Order materials and services
*.14.2.2 Select suppliers and develop/maintain contracts
*.1 4.2.1 Develop sourcing strategies
4.3.4 Maintain production records and manage lot traceability
5.3.3/6.44.3.3 Perform quality testing
5.2.24.3.2 Produce product
4.3.1 Schedule production
6.4 4.4.4 Ensure quality of service
6.3.14.4.3 Provide service to specific customers
5.4.44.4.2 Identify and schedule resources to meet service requirements
4.4.1 Confirm specific service requirements for individual customer
4.5.5 Manage returns; manage reverse logist ics
5.4.14.5.4 Operate outbound transportation
4.5.3 Operate warehousing
4.5.2 Plan and manage inbound material flow
4.5.1 Define logistics strategy
Legend:
Operating Processes
Version 2.0
1.0 Understand Markets and Customers
2.0 Develop and Manage
Strategy and Policy
3.0 Develop Products and
Services
4.0 Market and Sell
Produce and Deliver
• 5.0 (Manufacturing)
• 6.0 (Services)
7.0 Invoice and Service
Customers
Version 6.0
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
5.0 Manage Customer Service
1.2 5.3 Measure and evaluate customer service operations
5.2 Plan and manage customer service operations
5.1 Develop customer care/customer service strategy
5.1.3 Establish service levels for customers
5.1.2 Define customer service policies and procedures
5.1.1 Develop customer service segmentation/prioritizat ion (e.g., tiers)
5.2.3 Manage customer complaints
7.1.35.2.2 Manage customer service requests/inquiries
5.2.1 Plan and manage customer service work force
1.25.3.3 Measure customer sat isfaction with products and services
1.2 5.3.2 Measure customer sat isfaction with customer-complaint handling and resolution
1.2 5.3.1 Measure customer sat isfaction with customer requests/inquiries handling
Legend:
Operating Processes
5.0 Manage Customer Service
1.2 5.3 Measure and evaluate customer service operations
5.2 Plan and manage customer service operations
5.1 Develop customer care/customer service strategy
5.1.3 Establish service levels for customers
5.1.2 Define customer service policies and procedures
5.1.1 Develop customer service segmentation/prioritizat ion (e.g., tiers)
5.2.3 Manage customer complaints
7.1.35.2.2 Manage customer service requests/inquiries
5.2.1 Plan and manage customer service work force
1.25.3.3 Measure customer sat isfaction with products and services
1.2 5.3.2 Measure customer sat isfaction with customer-complaint handling and resolution
1.2 5.3.1 Measure customer sat isfaction with customer requests/inquiries handling
Legend:
Operating Processes
Version 6.0
6.0 Develop and Manage
Human Capital
7.0 Manage Information Technology
8.0 Manage Financial
Resources
9.0 Acquire, Construct, and Manage Assets
10.0 Manage Enterprise Risk,
Compliance, Remediation
and Resiliency
11.0 Manage External
Relationships
12.0 Develop and Manage
Business Capabilities
Version 2.0
8.0 Develop and Manage
Human Resources
9.0 Manage Information and
Technology Resources
10.0 Manage Financial and
Physical Resources
11.0 Manage External
Relationships
12.0 Manage Improvement and Change
13.0 Execute Environmental Management
Program
NewNew
Legend:
Management and Support Processes
Version 6.0
6.0 Develop and Manage
Human Capital
7.0 Manage Information Technology
8.0 Manage Financial
Resources
9.0 Acquire, Construct, and Manage Assets
10.0 Manage Enterprise Risk,
Compliance, Remediation
and Resiliency
11.0 Manage External
Relationships
12.0 Develop and Manage
Business Capabilities
Version 2.0
8.0 Develop and Manage
Human Resources
9.0 Manage Information and
Technology Resources
10.0 Manage Financial and
Physical Resources
11.0 Manage External
Relationships
12.0 Manage Improvement and Change
13.0 Execute Environmental Management
Program
8.06.0 Develop and Manage Human Capital
8.1 6.1 Develop and manage human resources (HR) planning, policies,
and strategies
8.16.1.4 Develop competency management models
8.16.1.3 Monitor and update strategy, plans, and policies
8.16.1.2 Develop and implement workforce strategy and policies
8.16.1.1 Develop human resources strategy
8.3.36.2 Recruit, source, and select employees
8.3.36.2.5 Manage Applicant Information
8.3.36.2.4 Manage new hire/re-hire
8.3.36.2.3 Screen and select candidates
8.3.36.2.2 Recruit/Source candidates
8.3.36.2.1 Manage employee requisit ions
8.4 6.3 Develop and counsel employees
8.46.3.4 Develop and train employees
8.4 6.3.3 Manage employee development
8.5 6.3.2 Manage employee performance
8.4.36.3.1 Manage employee orientation and deployment
8.6 6.4 Manage employee relations
8.6 6.4.4 Manage employee grievances
8.66.4.3 Manage labor management partnerships
8.66.4.2 Manage collective bargaining process
8.6 6.4.1 Manage labor relat ions
8.5.66.5 Reward and retain employees
6.5.4 Administer payroll
8.6 6.5.3 Manage employee assistance and retention
8.6.36.5.2 Manage and administer benefits
8.5.66.5.1 Develop and manage reward, recognition, and motivation programs
8.3 6.6 Redeploy and retire employees
8.3 6.6.7 Relocate employees, and manage assignments
8.3 6.6.6 Manage deployment of personnel
8.3.76.6.5 Develop and implement employee outplacement
8.3 6.6.4 Manage leave of absence
8.3 6.6.3 Manage retirement
8.3.76.6.2 Manage separation
8.3.66.6.1 Manage promotion and demotion process
8.6.5 6.8 Manage employee communication
6.8.2 Deliver employee communications
6.8.1 Develop employee communication plan
6.7 Manage employee information and analytics
6.7.8 Manage/Collect employee suggestions and
perform employee research
6.7.7 Review retention and motivation indicators
6.7.6 Develop and manage time and attendance
systems
6.7.5 Develop and manage employee metrics
6.7.4 Manage human resource information systems (HRIS)
6.7.3 Manage and maintain employee data
6.7.2 Manage employee inquiry process
6.7.1 Manage reporting processes
Legend:
Management and Support Processes
Version 6.0
6.0 Develop and Manage
Human Capital
7.0 Manage Information Technology
8.0 Manage Financial
Resources
9.0 Acquire, Construct, and Manage Assets
10.0 Manage Enterprise Risk,
Compliance, Remediation
and Resiliency
11.0 Manage External
Relationships
12.0 Develop and Manage
Business Capabilities
Version 2.0
8.0 Develop and Manage
Human Resources
9.0 Manage Information and
Technology Resources
10.0 Manage Financial and
Physical Resources
11.0 Manage External
Relationships
12.0 Manage Improvement and Change
13.0 Execute Environmental Management
Program
8.06.0 Develop and Manage Human Capital
8.1 6.1 Develop and manage human resources (HR) planning, policies,
and strategies
8.16.1.4 Develop competency management models
8.16.1.3 Monitor and update strategy, plans, and policies
8.16.1.2 Develop and implement workforce strategy and policies
8.16.1.1 Develop human resources strategy
8.3.36.2 Recruit, source, and select employees
8.3.36.2.5 Manage Applicant Information
8.3.36.2.4 Manage new hire/re-hire
8.3.36.2.3 Screen and select candidates
8.3.36.2.2 Recruit/Source candidates
8.3.36.2.1 Manage employee requisit ions
8.4 6.3 Develop and counsel employees
8.46.3.4 Develop and train employees
8.4 6.3.3 Manage employee development
8.5 6.3.2 Manage employee performance
8.4.36.3.1 Manage employee orientation and deployment
8.6 6.4 Manage employee relations
8.6 6.4.4 Manage employee grievances
8.66.4.3 Manage labor management partnerships
8.66.4.2 Manage collective bargaining process
8.6 6.4.1 Manage labor relat ions
8.5.66.5 Reward and retain employees
6.5.4 Administer payroll
8.6 6.5.3 Manage employee assistance and retention
8.6.36.5.2 Manage and administer benefits
8.5.66.5.1 Develop and manage reward, recognition, and motivation programs
8.3 6.6 Redeploy and retire employees
8.3 6.6.7 Relocate employees, and manage assignments
8.3 6.6.6 Manage deployment of personnel
8.3.76.6.5 Develop and implement employee outplacement
8.3 6.6.4 Manage leave of absence
8.3 6.6.3 Manage retirement
8.3.76.6.2 Manage separation
8.3.66.6.1 Manage promotion and demotion process
8.6.5 6.8 Manage employee communication
6.8.2 Deliver employee communications
6.8.1 Develop employee communication plan
6.7 Manage employee information and analytics
6.7.8 Manage/Collect employee suggestions and
perform employee research
6.7.7 Review retention and motivation indicators
6.7.6 Develop and manage time and attendance
systems
6.7.5 Develop and manage employee metrics
6.7.4 Manage human resource information systems (HRIS)
6.7.3 Manage and maintain employee data
6.7.2 Manage employee inquiry process
6.7.1 Manage reporting processes
Legend:
Management and Support Processes
Version 6.0
6.0 Develop and Manage
Human Capital
7.0 Manage Information Technology
8.0 Manage Financial
Resources
9.0 Acquire, Construct, and Manage Assets
10.0 Manage Enterprise Risk,
Compliance, Remediation
and Resiliency
11.0 Manage External
Relationships
12.0 Develop and Manage
Business Capabilities
Version 2.0
8.0 Develop and Manage
Human Resources
9.0 Manage Information and
Technology Resources
10.0 Manage Financial and
Physical Resources
11.0 Manage External
Relationships
12.0 Manage Improvement and Change
13.0 Execute Environmental Management
Program
9.07.0 Manage Information Technology
7.1 Manage the business of information technology
7.1.3 Manage the IT portfolio
9.1.27.1.2 Define the enterprise architecture
7.1.1 Develop the enterprise IT strategy
7.1.5 Evaluate and communicate IT business value and performance
7.1.4 Perform IT research and innovation
7.2 Develop and manage IT customer relationships
7.2.5 Market IT services and solutions
7.2.4 Manage IT customer satisfaction
7.2.3 Perform demand-side management (DSM) for IT services
7.2.2 Develop and manage IT service levels
7.2.1 Develop IT services and solutions strategy
9.3 7.3 Develop and implement security, privacy, and data
protection controls
7.3.2 Test, evaluate, and implement information security and privacy and data protection controls
7.3.1 Establish information security, privacy, and data protection strategies and levels
9.4 7.4 Manage enterprise information
7.4.4 Perform enterprise data and content management
7.4.3 Manage information resources
7.4.2 Define the enterprise information architecture
7.4.1 Develop information and content management strategies
9.2 7.5 Develop and maintain information technology solutions
7.5.5 Maintain IT services and solutions
7.5.4 Create IT services and solutions
7.5.3 Develop and maintain IT services and solutions architecture
7.5.2 Perform IT services and solutions life cycle planning
7.5.1 Develop the IT development strategy
9.2 7.6 Deploy information technology solutions
7.6.3 Plan and manage releases
7.6.2 Plan and implement changes
7.6.1 Develop the IT deployment strategy
9.2 7.7 Deliver and support information technology services
9.2.77.7.5 Support IT services and solutions
9.2.97.7.4 Manage IT infrastructure operations
7.7.3 Manage IT infrastructure resources
9.2.67.7.2 Develop IT support strategy
7.7.1 Develop IT services and solution delivery strategy
Legend:
Management and Support Processes
Version 6.0
6.0 Develop and Manage
Human Capital
7.0 Manage Information Technology
8.0 Manage Financial
Resources
9.0 Acquire, Construct, and Manage Assets
10.0 Manage Enterprise Risk,
Compliance, Remediation
and Resiliency
11.0 Manage External
Relationships
12.0 Develop and Manage
Business Capabilities
Version 2.0
8.0 Develop and Manage
Human Resources
9.0 Manage Information and
Technology Resources
10.0 Manage Financial and
Physical Resources
11.0 Manage External
Relationships
12.0 Manage Improvement and Change
13.0 Execute Environmental Management
Program
108.0 Manage Financial Resources
8.11 Perform global trade services10.18.7 Manage treasury operations
10.1.58.7.5 Monitor and execute risk and hedging transactions
8.7.4 Manage debt and investment
10.2.78.7.3 Manage in-house bank accounts
8.7.2 Manage cash
8.7.1 Manage treasury policies and procedures
10.2 8.2 Perform revenue accounting
8.2.5 Manage and process adjustments/deductions
8.2.4 Manage and process collections
8.2.3 Process accounts receivable (AR)
10.28.2.2 Invoice customer
10.18.2.1 Process customer credit
10.2.2 8.5 Process payroll
8.5.3 Process payroll taxes
8.5.2 Manage pay
8.5.1 Report time
8.8 Manage internal controls
8.8.3 Report on internal controls compliance
8.8.2 Operate controls and monitor compliance with internal controls policies and procedures
8.8.1 Establish internal controls, policies, and procedures
10.6 8.4 Manage fixed-asset project accounting
10.68.4.2 Perform capital project accounting
10.6.18.4.1 Perform capital planning and project approval
10.18.1 Perform planning and management
accounting
8.1.4 Evaluate and manage financial performance
10.18.1.3 Perform cost management
10.18.1.2 Perform cost accounting and control
10.1.18.1.1 Perform planning/budgeting/forecasting
8.10 Manage international funds/consolidation
8.10.4 Report results
8.10.3 Monitor currency exposure/hedge currency
8.10.2 Manage transactions
8.10.1 Monitor international rates
8.11.9 Prepare letter of credit
8.11.8 Handle restitution
8.11.7 Process trade preferences
8.11.6 Document trade
8.11.5 Communicate with customs
8.11.4 Calculate duty
8.11.3 Classify products
8.11.2 Control exports and imports
8.11.1 Screen sanctioned party list
10.38.3 Perform general accounting and reporting
8.3.4 Perform financial reporting
8.3.3 Perform fixed-asset accounting
8.3.2 Perform general accounting
8.3.1 Manage policies and procedures
10.2.1 8.6 Process accounts payable and expense
reimbursements
10.2.78.6.2 Process expense reimbursements
10.2.18.6.1 Process accounts payable (AP)
10.5 8.9 Manage taxes
10.58.9.2 Process taxes
10.5.28.9.1 Develop tax strategy and plan
Legend:
Management and Support Processes
Version 6.0
6.0 Develop and Manage
Human Capital
7.0 Manage Information Technology
8.0 Manage Financial
Resources
9.0 Acquire, Construct, and Manage Assets
10.0 Manage Enterprise Risk,
Compliance, Remediation
and Resiliency
11.0 Manage External
Relationships
12.0 Develop and Manage
Business Capabilities
Version 2.0
8.0 Develop and Manage
Human Resources
9.0 Manage Information and
Technology Resources
10.0 Manage Financial and
Physical Resources
11.0 Manage External
Relationships
12.0 Manage Improvement and Change
13.0 Execute Environmental Management
Program
108.0 Manage Financial Resources
8.11 Perform global trade services10.18.7 Manage treasury operations
10.1.58.7.5 Monitor and execute risk and hedging transactions
8.7.4 Manage debt and investment
10.2.78.7.3 Manage in-house bank accounts
8.7.2 Manage cash
8.7.1 Manage treasury policies and procedures
10.2 8.2 Perform revenue accounting
8.2.5 Manage and process adjustments/deductions
8.2.4 Manage and process collections
8.2.3 Process accounts receivable (AR)
10.28.2.2 Invoice customer
10.18.2.1 Process customer credit
10.2.2 8.5 Process payroll
8.5.3 Process payroll taxes
8.5.2 Manage pay
8.5.1 Report time
8.8 Manage internal controls
8.8.3 Report on internal controls compliance
8.8.2 Operate controls and monitor compliance with internal controls policies and procedures
8.8.1 Establish internal controls, policies, and procedures
10.6 8.4 Manage fixed-asset project accounting
10.68.4.2 Perform capital project accounting
10.6.18.4.1 Perform capital planning and project approval
10.18.1 Perform planning and management
accounting
8.1.4 Evaluate and manage financial performance
10.18.1.3 Perform cost management
10.18.1.2 Perform cost accounting and control
10.1.18.1.1 Perform planning/budgeting/forecasting
8.10 Manage international funds/consolidation
8.10.4 Report results
8.10.3 Monitor currency exposure/hedge currency
8.10.2 Manage transactions
8.10.1 Monitor international rates
8.11.9 Prepare letter of credit
8.11.8 Handle restitution
8.11.7 Process trade preferences
8.11.6 Document trade
8.11.5 Communicate with customs
8.11.4 Calculate duty
8.11.3 Classify products
8.11.2 Control exports and imports
8.11.1 Screen sanctioned party list
10.38.3 Perform general accounting and reporting
8.3.4 Perform financial reporting
8.3.3 Perform fixed-asset accounting
8.3.2 Perform general accounting
8.3.1 Manage policies and procedures
10.2.1 8.6 Process accounts payable and expense
reimbursements
10.2.78.6.2 Process expense reimbursements
10.2.18.6.1 Process accounts payable (AP)
10.5 8.9 Manage taxes
10.58.9.2 Process taxes
10.5.28.9.1 Develop tax strategy and plan
Legend:
Management and Support Processes
Version 6.0
6.0 Develop and Manage
Human Capital
7.0 Manage Information Technology
8.0 Manage Financial
Resources
9.0 Acquire, Construct, and Manage Assets
10.0 Manage Enterprise Risk,
Compliance, Remediation
and Resiliency
11.0 Manage External
Relationships
12.0 Develop and Manage
Business Capabilities
Version 2.0
8.0 Develop and Manage
Human Resources
9.0 Manage Information and
Technology Resources
10.0 Manage Financial and
Physical Resources
11.0 Manage External
Relationships
12.0 Manage Improvement and Change
13.0 Execute Environmental Management
Program
Legend:
Management and Support Processes
Version 6.0
6.0 Develop and Manage
Human Capital
7.0 Manage Information Technology
8.0 Manage Financial
Resources
9.0 Acquire, Construct, and Manage Assets
10.0 Manage Enterprise Risk,
Compliance, Remediation
and Resiliency
11.0 Manage External
Relationships
12.0 Develop and Manage
Business Capabilities
Version 2.0
8.0 Develop and Manage
Human Resources
9.0 Manage Information and
Technology Resources
10.0 Manage Financial and
Physical Resources
11.0 Manage External
Relationships
12.0 Manage Improvement and Change
13.0 Execute Environmental Management
Program
10.69.0 Acquire, Construct, and Manage Assets
10.6 9.1 Design and construct/acquire
nonproductive assets
9.1.4 Provide workspace and assets
9.1.3 Plan facility
9.1.2 Develop, construct, and modify sites
9.1.1 Develop property strategy and long-term vision
10.6.39.2 Plan maintenance work
9.2.4 Manage facilities operations
9.2.3 Overhaul equipment
9.2.2 Perform corrective maintenance
9.2.1 Perform routine maintenance
10.6 9.3 Obtain and install assets,
equipment, and tools
9.3.2 Obtain and install equipment
9.3.1 Develop ongoing maintenance policies for productive assets
10.6.4 9.4 Dispose of productive and nonproductive
assets
9.4.3 Perform abandonment
9.4.2 Perform sale or trade
9.4.1 Develop exit strategy
Legend:
Management and Support Processes
Version 6.0
6.0 Develop and Manage
Human Capital
7.0 Manage Information Technology
8.0 Manage Financial
Resources
9.0 Acquire, Construct, and Manage Assets
10.0 Manage Enterprise Risk,
Compliance, Remediation
and Resiliency
11.0 Manage External
Relationships
12.0 Develop and Manage
Business Capabilities
Version 2.0
8.0 Develop and Manage
Human Resources
9.0 Manage Information and
Technology Resources
10.0 Manage Financial and
Physical Resources
11.0 Manage External
Relationships
12.0 Manage Improvement and Change
13.0 Execute Environmental Management
Program
Legend:
Management and Support Processes
Version 6.0
6.0 Develop and Manage
Human Capital
7.0 Manage Information Technology
8.0 Manage Financial
Resources
9.0 Acquire, Construct, and Manage Assets
10.0 Manage Enterprise Risk,
Compliance, Remediation
and Resiliency
11.0 Manage External
Relationships
12.0 Develop and Manage
Business Capabilities
Version 2.0
8.0 Develop and Manage
Human Resources
9.0 Manage Information and
Technology Resources
10.0 Manage Financial and
Physical Resources
11.0 Manage External
Relationships
12.0 Manage Improvement and Change
13.0 Execute Environmental Management
Program
Legend:
Management and Support Processes
Future updates
• APQC updates are published in PDF and
spreadsheet formats
• Subscribe directly to APQC to be updated on
future releases - https://www.apqc.org/
• For those who don’t want to subscribe, a copy
will be provided in the QGCIO website
• However, QGCIO will no longer map these
updates into a framework diagram nor analyse
changes between versions
Version 2.0
Operating Processes
1.0 Understand Markets and Customers
2.0 Develop and Manage Strategy
and Policy
3.0 Develop Products and
Services
4.0 Market and Sell
5.0 Produce and Deliver
(Manufacturing)
6.0 Produce and Deliver (Services)
7.0 Invoice and Service Customers
Management and Support Services
8.0 Develop and Manage Human
Resources
9.0 Manage Information and
Technology Resources
10.0 Manage Financial and
Physical Resources
11.0 Manage External
Relationships
12.0 Manage Improvement and
Change
13.0 Execute Environmental Management
Program
Version 6.0
Operating Processes
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
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 Assets
10.0 Manage Enterprise Risk, Compliance, Remediation and
Resiliency
11.0 Manage External Relationships
12.0 Develop and Manage Business
Capabilities
APQC
Overview
BUSINESS Queensland Government - Business Process Classification FrameworkVersion 2.0September
2004
Copyright © The State of Queensland (Department of Public Works) 2004 Based on a concept from Queensland Transport. Classification
taxonomy adapted from American Productivity and Quality Centre (APQC) Process Classificat ion Framework, 1996.
6. Produce and Deliver (Services)
Plan for and acquire necessary resources
Select and certify suppliers
Acquire appropriate technology
Purchase materials and supplies
Select service channel
Plan for Human Resource Requirement
Define skill requirements
Monitor and manage skills development
Identify and implement training requirements
Deliver Service to the Customer
Provide customer access to service
Identify and schedule resources to meet
service requirements
Manage service identification & location
Manage and respond to customer enquires &
requirements
Ensure quality of service
Manage service availability and reliability
Manage service level agreements
Manage service delivery performance
Manage service support
Manage enforcement and compliance
Manage new service deployment
1. Understand Markets and Customers
Determine Customer Needs and Wants
Measure Customer Satisfaction
Monitor Changes in Market or Customer
Expectations
Conduct qualitative assessments
Predict customer purchasing behaviour
Conduct quantitative assessments
Monitor satisfaction with products and services
Monitor satisfaction with problem resolution
Monitor satisfaction with communication
Determine weaknesses of product/service
offerings
Identify new innovations that meet customer
needs
3. Develop Products and Services
Develop New Product/Service Concept and
Plans
Design, build and evaluate prototype products and
services
Refine existing products/services
Translate customer wants & needs into
product and/or service requirements
Develop and integrate technology into product/
service concept
Conduct product research
Develop product/service specifications
Conduct concurrent engineering
Document design specifications
Develop product/service enhancements
Develop product/service costs
Develop prototypes
Apply for patents
Prepare for Production
Develop and test prototype production
process
Design and obtain necessary materials
and equipment
Install and verify process or methodology
Develop product life cycle and development
timing targets
Develop product/service quality and performance
targets
Test effectiveness of new or revised products
or services
Identify integrated service delivery projects
Eliminate quality/reliability problems
Conduct BPR process
Eliminate outdated products/services
Manage the Product/Service Development
Process
Manage change control
5. Produce and Deliver (Manufacturing)
Plan for and acquire necessary resources
Select and certify suppliers
Purchase materials and supplies
Purchase capital goods
Acquire appropriate technology
Convert Resources or Inputs into Products
Develop or adjust production process
Store product
Make & package product
Manage Production and Delivery Process
Document and monitor order status
Ensure product quality
Manage inventor ies
Schedule and perform maintenance
Deliver Products
Arrange product shipment
Install product
Deliver products to customers
Identify and schedule resources to meet
service requirements
11. Manage External Relationships
Communicate with Stakeholders
Manage Government Relationships
Develop Public Relations Program
Provision of information sessions (external)
Provision of information sessions (government)
Manage interjurisdictional
relationships
Manage International business
Management of media
Interface with Industry and Government
commercial entities
Develop Community Relations
Manage Legislative Obligations
Manage commercial interests and board
participation
Manage Industry relationships
Manage community grants and benefits
programs
Manage agency legislative compliance
and obligations
Manage review of agency policy inline with
legislative changes
Manage Legal and Ethical Issues
Manage agency legal issues
Provide advice on legal and ethical policy
Manage agency contractual issues
Manage cross-agency relationships
12. Manage Improvement and Change
Measure Organisational Performance
Create measurement systems
Measure cost of quality
Measure product and service quality
Measure costs
Conduct Quality Assessments
Conduct quality assessments based on
external criteria
Conduct quality assessments based on
internal criter ia
Benchmark Performance
Develop benchmarking capabilities
Conduct competitive benchmarking
Conduct process benchmarking
Improve Processes and Systems
Create commitment for improvement
Reengineer business processes and systems
Implement continuous process improvement
Manage transition to change
Measure cycle time
Measure productivity
Implement TQM
Create commitment to TQM
Manage TQM life cycle
Design and implement TQM systems
10. Manage Financial and Physical Resources
Manage Physical Resources
Manage capital planning
Acquire and redeploy fixed assets
Manage facilities
Manage and track assets
Manage physical risk
Manage asset disposal
Manage Financial Resources
Develop budgets
Design capital structure
Manage resource and funding allocation
Report Information
Provide external financial information
Provide Government financial statements
Provide internal financial information
Manage financial risk
Manage the Tax Function
Ensure tax compliance
Manage tax returns
Plan tax strategy
Manage tax controversies
Manage depreciation of assets
Manage loans and investments
Manage tax administration
Communicate tax issues to management
Process Finance and Accounting Transactions
Process accounts payable
Process accounts receivable, credit, and
collections
Process payroll
Close the books
Manage travel and entertainment expenses
Process benefits and retiree information
Manage security and access
Manage cash flow
Conduct Internal Audits
Report and monitor compliance with
legislation
13. Execute Environmental Management Program
Formulate Environmental Mgt Strategies Ensure Compliance with Regulations
Manage environmental planning and research
Develop environmental policy and regulation
Develop environmental, health, and safety
programs
Monitor environmental protection and
conservation regulation
Develop & Implement Emergency Response
Program
Develop, implement and test disaster response
plans
OP
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8. Develop and Manage Human Resources
Create and Manage Human Resource
Strategies
Identify organisational strategic demands
Define human resource s
organisational role
Determine and define human resource
requirements
Cascade Strategy to Work Level
Analyse, design, or redesign work
Define work competencies
Define and align work outputs and metrics
Manage Deployment of Personnel
Plan and forecast workforce requirements
Recruit, select and hire employees
Develop succession and career plans
Create and deploy teams
Develop and Train Employees
Align employee and organisation
development needs
Develop and manage employee or ientation
programs
Develop and manage training programs
Develop functional/process competencies
Relocate employees
Manage Employee Performance, Reward and Recognition
Define performance measures
Manage team performance
Develop performance management
approaches/feedback
Evaluate work for market value and
internal equity
Ensure Employee Well-Being and Satisfaction
Manage employee satisfaction
Manage labour-management relationships
Develop work and family support systems
Ensure employee involvement
Develop and manage base and variable
compensation
Manage internal communications
Restructure and r ight size workforce
Manage employee separation
Provide outplacement support
Manage employee leave and entitlements
Manage employee performance, reward
and recognition
Manage workforce diversity
Manage and administer employee benefits
Manage workplace health and safety
Manage work documentation
Manage employee rosters
9. Manage Information and Technology Resources
Manage Information Services
Manage libraries and information centres
Provide research services
Manage Facilities and Network Operations
Manage centralized facilities
Manage network operations
Manage distr ibuted facilities
Plan for Information Resource Management
Derive requirements from business
strategies
Plan and forecast information
technologies
Define enterprise architectures
Implement Systems Security and Controls
Establish systems security strategies and
levels
Plan and manage continuity and disaster
recovery
Test, evaluate, and deploy systems security
and controls
Establish standards and controls
Manage Information and Data
Establish information repositories (databases)
Manage records and documents
Define data life cycles
Store information
Acquire and collect information
Leverage data and information
Leverage and manage organisational
knowledge
Enable retr ieval of information
Modify and update information
Delete information
Develop and Deploy Enterprise Systems
Conduct specific needs assessments
Develop enterprise systems
Select information technologies
Test, evaluate and deploy enterpr ise
systems
Acquire, develop and deploy technology
solutions
Manage technical environment
Support users
Ensure continuity of systems
Define and manage support strategy and
requirements
Facilitate Information Sharing and
Communication
Manage external communications
systems
Prepare and distribute publications
Manage internal communications
systems
Evaluate and Audit Information
Manage information compliance
requirements
Manage FOI
Manage licensing
Manage operations of enterprise systems
4. Market and Sell
Market Products or Services to Relevant Customer Segments
Process Customer Orders
Develop pricing strategy
Define advertising technologies and
process
Develop advertising strategy
Accept orders from customers
Enter orders into production and delivery
process
Develop marketing messages to
communicate benefits
Identify specific target customers and their
needs
Estimate advertising resource and capital
requirements
Develop sales forecast
Sell products and services
Negotiate Terms
Process Customer Grants
Accept grant applications from
customers
Enter grant applications into production and
delivery process
7. Invoice and Service Customers
Bill the Customer
Provide After-Sales Service
Respond to Customer Enquiries
Develop, deliver and maintain customer
billing
Respond to billing enquir ies
Invoice the customer
Provide post-sales service
Handle warranties and claims
Respond to post-sales information requests
Manage customer complaints
Pay Grants to Customers
Develop, deliver and maintain customer
payments
Respond to grant payment enquiries
Pay the customer
2. Develop and Manage Strategy and Policy
Monitor the External Environment
Define Business Concepts and
Organisational Strategy & Goals
Strategic Mgt and Planning
Identify and monitor economic trends
Identify and monitor social and cultural
changes
Identify political and regulatory issues
Develop agency organisational vision
and mission
Develop organisational strategies
Develop organisational goals
Administer and report on government responsibilities
Assess and monitor new technology
innovations
Design the organisational structure
and relationships between org. units
Identify and define collaborative processes
Develop Org. Regulation
Develop, set and manage Government /
agency policy
Define policies procedures and
standards
Define agency delegations and
governance
Develop organisational and business strategic and operational plans
Manage financial delegations
Manage general ledger
Manage petty cash
Manage corporate cards and accounts
Trend analysis and forecasting
OP
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APQC – PROCESS CLASSIFICATION FRAMEWORK
12.0 Develop and Manage Business Capabilities
13.1.212.7 Manage environmental health and safety (EHS)
12.1-3 12.6 Measure and benchmark
9.1.612.5 Develop and manage enterprise-wide knowledge management (KM)
capability
12.4 12.4 Manage change
12.2 12.3 Manage enterprise quality
12.2 Manage portfolio, program, and project
12.1 Manage business processes
2.01.0 Develop Vision and Strategy
1.3 Manage strategic initiatives
2.2 1.2 Develop business strategy
2.2 1.1 Define the business concept and long-term vision
1.1.5 Conduct organization restructuring opportunities
2.2.11.1.4 Establish strategic vision
1.1.3 Perform internal analysis
1.1 1.1.2 Survey market and determine customer needs and wants
2.1 1.1.1 Assess the external environment
2.2.21.2.7 Formulate business unit strategies
2.2.31.2.6 Develop and set organizational goals
2.2.41.2.5 Create organizat ional design (structure, governance, reporting, etc.)
1.2.4 Coordinate and align functional and process strategies
1.2.3 Select long-term business strategy
1.2.2 Evaluate strategic options to achieve the objectives
2.2.11.2.1 Develop overall mission statement
1.3.4 Establish high-level measures
1.3.3 Select strategic initiatives
1.3.2 Evaluate strategic initiatives
1.3.1 Develop strategic init iatives
12.1.5 Improve processes
12.1.4 Manage process performance
12.1.3 Define processes
12.1.2 Define and manage process frameworks
12.1.1 Establish and maintain process management governance
12.2.3 Manage projects
12.2.2 Manage programs
12.2.1 Manage portfolio
12.3.4 Implement and maintain the enterprise quality management system (EQMS)
12.3.3 Manage non-conformance
12.3.2 Evaluate performance to requirements
12.3.1 Establish quality requirements
12.4.4 Sustain improvement
12.4.3 Implement change
12.4.2 Design the change
12.4.1 Plan for change
12.5.2 Assess KM capabilities
12.5.1 Develop KM strategy
12.6.2 Benchmark performance
12.6.1 Create and manage organizational performance strategy
12.7.4 Monitor and manage functional EHS management program
12.7.3 Train and educate functional employees
12.7.2 Develop and execute functional EHS program
12.7.1 Determine environmental health and safety impacts
Copyright © The State of Queensland (Queensland Government Chief Information Office) 2014 Based on a concept from Queensland Transport.
Classification taxonomy adapted from American Productivity and Quality Centre (APQC) Process Classificat ion Framework, 2014.
Level 1 Level 2 Level 3Legend: Items from version 2.0 Level 3Level 2Level 1Items new in version 6.0#ID # from v2.03.0
2.0 Develop and Manage Products and Services
3.02.2 Develop products and services
2.1 Manage product and service portfolio
2.1.6 Manage product and service master data
3.1.52.1.5 Manage product and service life cycle
2.1.4 Confirm alignment of product/service concepts with business strategy
3.1.22.1.3 Perform discovery research
3.3.12.1.2 Define product/service development requirements
2.1.1 Evaluate performance of existing products/services against market opportunities
3.4 2.2.3 Prepare for production
3.3.62.2.2 Test market for new or revised products and services
3.3 2.2.1 Design, build, and evaluate products and services
4.03.0 Market and Sell Products and Services
3.5 Develop and manage sales plans
3.4 Develop and manage marketing plans
3.3 Develop sales strategy
4.1.2 3.2 Develop marketing s trategy
1.0 3.1 Understand markets, customers, and capabilities
1.3.23.1.2 Evaluate and prioritize market opportunities
1.1 3.1.1 Perform customer and mark et intelligence analysis
3.2.3 Define and manage channel strategy
4.1.13.2.2 Define pricing strategy to align to value proposition
3.2.1 Define offering and customer value proposit ion
3.3.5 Establish customer management measures
3.3.4 Establish sales goals and measures
3.3.3 Establish overall sales budgets
3.3.2 Develop sales partner/alliance relat ionships
4.7 3.3.1 Develop sales forecast
3.4.7 Develop and manage packaging strategy
3.4.6 Track customer management measures
3.4.5 Develop and manage promotional activit ies
3.4.4 Develop and manage pricing
4.1.33.4.3 Develop and manage media
4.1.53.4.2 Establish marketing budgets
3.4.1 Establish goals, objectives, and metrics for products by channels/segments
3.5.6 Manage sales partners and alliances
3.5.5 Manage sales force
3.5.4 Manage sales orders
3.5.3 Manage customer sales
3.5.2 Manage customers and accounts
3.5.1 Generate leads
5.0 / 6.04.0 Deliver Products and Services
5.1 4.1 Plan for and align supply chain resources
*.2-34.3 Produce/Manufacture/Deliver product
4.5 Manage logistics and warehousing
*.4 4.4 Deliver service to customer
4.2 Procure materials and services
4.1.9 Develop quality standards and procedures
4.1.8 Assess distribution planning performance
4.1.7 Review distribution planning policies
5.4.44.1.6 Establish distribution planning constraints
5.4.44.1.5 Plan distribution requirements
5.3.44.1.4 Create and manage master production schedule
4.1.3 Create materials plan
4.1.2 Manage demand for products and services
4.1.1 Develop production and materials strategies
*.1 4.2.4 Manage suppliers
*.1 4.2.3 Order materials and services
*.14.2.2 Select suppliers and develop/maintain contracts
*.1 4.2.1 Develop sourcing strategies
4.3.4 Maintain production records and manage lot traceability
5.3.3/6.44.3.3 Perform quality testing
5.2.24.3.2 Produce product
4.3.1 Schedule production
6.4 4.4.4 Ensure quality of service
6.3.14.4.3 Provide service to specific customers
5.4.44.4.2 Identify and schedule resources to meet service requirements
4.4.1 Confirm specific service requirements for individual customer
4.5.5 Manage returns; manage reverse logist ics
5.4.14.5.4 Operate outbound transportation
4.5.3 Operate warehousing
4.5.2 Plan and manage inbound material flow
4.5.1 Define logistics strategy
5.0 Manage Customer Service
1.2 5.3 Measure and evaluate customer service operations
5.2 Plan and manage customer service operations
5.1 Develop customer care/customer service strategy
5.1.3 Establish service levels for customers
5.1.2 Define customer service policies and procedures
5.1.1 Develop customer service segmentation/prioritizat ion (e.g., tiers)
5.2.3 Manage customer complaints
7.1.35.2.2 Manage customer service requests/inquiries
5.2.1 Plan and manage customer service work force
1.25.3.3 Measure customer sat isfaction with products and services
1.2 5.3.2 Measure customer sat isfaction with customer-complaint handling and resolution
1.2 5.3.1 Measure customer satisfaction with customer requests/inquiries handling
8.06.0 Develop and Manage Human Capital
8.1 6.1 Develop and manage human resources (HR) planning, policies,
and strategies
8.16.1.4 Develop competency management models
8.16.1.3 Monitor and update strategy, plans, and policies
8.16.1.2 Develop and implement workforce strategy and policies
8.16.1.1 Develop human resources strategy
8.3.36.2 Recruit, source, and select employees
8.3.36.2.5 Manage Applicant Information
8.3.36.2.4 Manage new hire/re-hire
8.3.36.2.3 Screen and select candidates
8.3.36.2.2 Recruit/Source candidates
8.3.36.2.1 Manage employee requisit ions
8.4 6.3 Develop and counsel employees
8.46.3.4 Develop and train employees
8.4 6.3.3 Manage employee development
8.5 6.3.2 Manage employee performance
8.4.36.3.1 Manage employee orientation and deployment
8.6 6.4 Manage employee relations
8.6 6.4.4 Manage employee grievances
8.66.4.3 Manage labor management partnerships
8.66.4.2 Manage collective bargaining process
8.6 6.4.1 Manage labor relat ions
8.5.66.5 Reward and retain employees
6.5.4 Administer payroll
8.6 6.5.3 Manage employee assistance and retention
8.6.36.5.2 Manage and administer benefits
8.5.66.5.1 Develop and manage reward, recognition, and motivation programs
8.3 6.6 Redeploy and retire employees
8.3 6.6.7 Relocate employees, and manage assignments
8.3 6.6.6 Manage deployment of personnel
8.3.76.6.5 Develop and implement employee outplacement
8.3 6.6.4 Manage leave of absence
8.3 6.6.3 Manage retirement
8.3.76.6.2 Manage separation
8.3.66.6.1 Manage promotion and demotion process
8.6.5 6.8 Manage employee communication
6.8.2 Deliver employee communications
6.8.1 Develop employee communication plan
6.7 Manage employee information and analytics
6.7.8 Manage/Collect employee suggestions and
perform employee research
6.7.7 Review retention and motivation indicators
6.7.6 Develop and manage time and attendance
systems
6.7.5 Develop and manage employee metrics
6.7.4 Manage human resource information systems (HRIS)
6.7.3 Manage and maintain employee data
6.7.2 Manage employee inquiry process
6.7.1 Manage reporting processes
9.07.0 Manage Information Technology
7.1 Manage the business of information technology
7.1.3 Manage the IT portfolio
9.1.27.1.2 Define the enterprise architecture
7.1.1 Develop the enterprise IT strategy
7.1.5 Evaluate and communicate IT business value and performance
7.1.4 Perform IT research and innovation
7.2 Develop and manage IT customer relationships
7.2.5 Market IT services and solutions
7.2.4 Manage IT customer satisfact ion
7.2.3 Perform demand-side management (DSM) for IT services
7.2.2 Develop and manage IT service levels
7.2.1 Develop IT services and solutions strategy
9.3 7.3 Develop and implement security, privacy, and data
protection controls
7.3.2 Test, evaluate, and implement information security and privacy and data protection controls
7.3.1 Establish information security, privacy, and data protection strategies and levels
9.4 7.4 Manage enterprise information
7.4.4 Perform enterprise data and content management
7.4.3 Manage information resources
7.4.2 Define the enterprise information architecture
7.4.1 Develop information and content management strategies
9.2 7.5 Develop and maintain information technology solutions
7.5.5 Maintain IT services and solutions
7.5.4 Create IT services and solutions
7.5.3 Develop and maintain IT services and solutions architecture
7.5.2 Perform IT services and solutions life cycle planning
7.5.1 Develop the IT development strategy
9.2 7.6 Deploy information technology solutions
7.6.3 Plan and manage releases
7.6.2 Plan and implement changes
7.6.1 Develop the IT deployment strategy
9.2 7.7 Deliver and support information technology services
9.2.77.7.5 Support IT services and solut ions
9.2.97.7.4 Manage IT infrastructure operations
7.7.3 Manage IT infrastructure resources
9.2.67.7.2 Develop IT support strategy
7.7.1 Develop IT services and solution delivery strategy
108.0 Manage Financial Resources
8.11 Perform global trade services10.18.7 Manage treasury operations
10.1.58.7.5 Monitor and execute risk and hedging transactions
8.7.4 Manage debt and investment
10.2.78.7.3 Manage in-house bank accounts
8.7.2 Manage cash
8.7.1 Manage treasury policies and procedures
10.2 8.2 Perform revenue accounting
8.2.5 Manage and process adjustments/deductions
8.2.4 Manage and process collections
8.2.3 Process accounts receivable (AR)
10.28.2.2 Invoice customer
10.18.2.1 Process customer credit
10.2.2 8.5 Process payroll
8.5.3 Process payroll taxes
8.5.2 Manage pay
8.5.1 Report time
8.8 Manage internal controls
8.8.3 Report on internal controls compliance
8.8.2 Operate controls and monitor compliance with internal controls policies and procedures
8.8.1 Establish internal controls, policies, and procedures
10.6 8.4 Manage fixed-asset project accounting
10.68.4.2 Perform capital project accounting
10.6.18.4.1 Perform capital planning and project approval
10.18.1 Perform planning and management
accounting
8.1.4 Evaluate and manage financial performance
10.18.1.3 Perform cost management
10.18.1.2 Perform cost accounting and control
10.1.18.1.1 Perform planning/budgeting/forecasting
8.10 Manage international funds/consolidation
8.10.4 Report results
8.10.3 Monitor currency exposure/hedge currency
8.10.2 Manage transactions
8.10.1 Monitor international rates
8.11.9 Prepare letter of credit
8.11.8 Handle restitution
8.11.7 Process trade preferences
8.11.6 Document trade
8.11.5 Communicate with customs
8.11.4 Calculate duty
8.11.3 Classify products
8.11.2 Control exports and imports
8.11.1 Screen sanctioned party list
10.38.3 Perform general accounting and reporting
8.3.4 Perform financial reporting
8.3.3 Perform fixed-asset accounting
8.3.2 Perform general accounting
8.3.1 Manage policies and procedures
10.2.1 8.6 Process accounts payable and expense
reimbursements
10.2.78.6.2 Process expense reimbursements
10.2.18.6.1 Process accounts payable (AP)
10.5 8.9 Manage taxes
10.58.9.2 Process taxes
10.5.28.9.1 Develop tax strategy and plan
10.69.0 Acquire, Construct, and Manage Assets
10.6 9.1 Design and construct/acquire
nonproductive assets
9.1.4 Provide workspace and assets
9.1.3 Plan facility
9.1.2 Develop, construct, and modify sites
9.1.1 Develop property strategy and long-term vision
10.6.39.2 Plan maintenance work
9.2.4 Manage facilities operations
9.2.3 Overhaul equipment
9.2.2 Perform corrective maintenance
9.2.1 Perform routine maintenance
10.6 9.3 Obtain and install assets,
equipment, and tools
9.3.2 Obtain and install equipment
9.3.1 Develop ongoing maintenance policies for productive assets
10.6.4 9.4 Dispose of productive and nonproductive
assets
9.4.3 Perform abandonment
9.4.2 Perform sale or trade
9.4.1 Develop exit strategy
10.0 Manage Enterprise Risk, Compliance, Remediation and Resiliency
10.4 Manage business resiliency10.3 Manage remediation efforts10.2 Manage compliance10.1 Manage enterprise risk
10.1.4 Manage business unit and function risk
10.1.3 Coordinate business unit and functional risk management activit ies
10.1.2 Oversee and coordinate enterprise risk management activit ies
10.1.1 Establish the enterprise risk framework and policies
10.2.2 Manage regulatory compliance
10.2.1 Establish compliance framework and policies
10.3.6 Amend or create policy
10.3.5 Investigate damage cause
10.3.4 Investigate legal aspects
10.3.3 Identify/dedicate resources
10.3.2 Contact and confer with experts
10.3.1 Create remediation plans
10.4.5 Share knowledge of specific risks across other parts of the organization
10.4.4 Maintain continuous business operations
10.4.3 Test continuous business operations
10.4.2 Perform continuous business operations planning
10.4.1 Develop the business resilience strategy
1111.0 Manage External Relationships
11.3 11.5 Manage public relations program
11.7 11.4 Manage legal and ethical issues
11.3 Manage relations with board of d irectors
11.2 11.2 Manage government and industry relationships
11.1 Build investor relationships
11.1.3 Communicate with shareholders
11.1.2 Plan, build, and manage analyst relations
11.1.1 Plan, build, and manage lender relat ions
11.7.211.4.9 Negotiate and document agreements/contracts
11.7.311.4.8 Provide legal advice/counseling
11.4.7 Resolve disputes and lit igations
11.4.6 Protect intellectual property
11.4.5 Manage outside counsel
11.4.4 Ensure compliance
11.4.3 Develop and perform preventive law programs
11.4.2 Manage corporate governance policies
11.4.1 Create ethics policies
11.211.2.4 Manage lobby activit ies
11.211.2.3 Manage relations with trade or industry groups
11.211.2.2 Manage relations with quasi-government bodies
11.211.2.1 Manage government relat ions
11.3.2 Report audit f indings
11.3.1 Report results
11.5.5 Issue press releases
11.5.4 Create press releases
11.5.3 Promote political stability
11.3.111.5.2 Manage media relat ions
11.5.1 Manage community relations
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