APQC 7 3 Ver 1653811220

CROS S INDUS TRY PROCE S S
CL A S SIFIC AT ION FR AME WORK®

Version 7.3.0
OVERVIEW
Cross Industry Process Classification OPERATING PROCESSES
Framework® (PCF) is a taxonomy of cross- 1.0 >>> 2.0 >>> 3.0 >>> 4.0 >>> 5.0 >>> 6.0
functional business processes intended Develop
Vision
Develop and
Manage Products
Market
and Sell
Manage Supply
Chain for
Deliver
Services
Manage
Customer
to allow the objective comparison of and
Strategy
and Services Products and
Services
Physical Products Service
organizational performance within and among

organizations. The PCF was developed by
APQC and its member companies as an open MANAGEMENT AND SUPPORT SERVICES
standard to facilitate improvement through 7.0 Develop and Manage Human Capital
process management and benchmarking,

8.0 Manage Information Technology (IT)
regardless of industry, size, or location. The
PCF organizes operating and management 9.0 Manage Financial Resources
processes into 13 enterprise-level categories,

10.0 Acquire, Construct, and Manage Assets
including process groups and more than 1,000
processes and associated activities. The PCF, 11.0 Manage Enterprise Risk, Compliance, Remediation, and Resiliency
its associated measures, and definitions are

12.0 Manage External Relationships
available for download at no charge at www.
apqc.org/pcf. 13.0 Develop and Manage Business Capabilities
THE FRAMEWORK FOR

PROCESS IMPROVEMENT
Experience shows that the potential of benchmarking to drive dramatic improvement lies squarely in making out-of-the-box
comparisons and searching for insights not typically found within intra-industry paradigms. To enable this beneficial benchmarking,
the APQC Process Classification Framework (PCF)® serves as a high-level, industry-neutral enterprise process model that allows
organizations to see their business processes from a cross-industry viewpoint. The cross-industry framework has experienced more
than 20 years of creative use by thousands of organizations worldwide. The PCF provides the foundation for APQC’s Open Standards
Benchmarking® (OSB) database and the work of its advisory council of global industry leaders. Each version of the PCF will continue
to be enhanced as the OSB database further develops definitions, processes, and measures. The PCF and associated measures and
benchmarking surveys are available for download from the Open Standards Benchmarking web site at www.apqc.org/osb.
HISTORY
The cross-industry Process Classification Framework® was originally envisioned as a taxonomy of business processes and a common
language through which APQC member organizations could benchmark their processes. The initial design involved APQC and more
than 80 organizations with a strong interest in advancing the use of benchmarking in the United States and 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 2014, APQC worked to enhance the cross-industry PCF and updated a number of
industry-specific process classification frameworks.
The PCF is written in United States English language format.
Version 7.3.0 • April 2022 1

PROCESS CLASSIFICATION FRAMEWORK® TABLE OF CONTENTS
LOOKING FORWARD work, and succeed in a competitive marketplace. With a focus

The cross-industry and industry Process Classification on productivity, knowledge management, benchmarking, and
Frameworks are evolving models, which APQC will continue quality improvement initiatives, APQC works with its member
to enhance and improve regularly. Thus, APQC encourages organizations to identify best practices; discover effective
comments, suggestions, and more importantly, the sharing of methods of improvement; broadly disseminate findings; and
insights from having applied the PCF within your organization. connect individuals with one another and the knowledge,
Share your suggestions and experiences with the PCF by training, and tools they need to succeed. Founded in 1977, APQC
e-mailing [email protected]. is a member-based non profit serving organizations around the
world in all sectors of business, education, and government.
APQC is also a proud winner of the 2003, 2004, 2008, 2012, and
ABOUT APQC 2013 North American Most Admired Knowledge Enterprises
An internationally recognized resource for process and (MAKE) awards. This award is based on a study by Teleos, a
performance improvement, APQC helps organizations adapt to European-based research firm, and the KNOW network.
rapidly changing environments, build new and better ways to
PROCESS CLASSIFICATION FRAMEWORK® TABLE OF CONTENTS

Content Organization 3
PCF Levels Explained/Number Scheming 3
1.0 Develop Vision and Strategy 4
2.0 Develop and Manage Products and Services 6
3.0 Market and Sell Products and Services 8
4.0 Manage supply chain for physical products 11
5.0 Deliver Services 13
6.0 Manage Customer Service 14
7.0 Develop and Manage Human Capital 16
8.0 Manage Information Technology (IT) 18
9.0 Manage Financial Resources 23
10.0 Acquire, Construct, and Manage Assets 26
11.0 Manage Enterprise Risk, Compliance, Remediation, and Resiliency 27
12.0 Manage External Relationships 28
13.0 Develop and Manage Business Capabilities 29
COPYRIGHT AND ATTRIBUTION

©2022 APQC. ALL RIGHTS RESERVED. This Process Classification Framework® (“PCF”) is the copyrighted intellectual property of APQC. APQC
encourages the wide distribution, discussion, and use of the PCF for classifying and defining organizational processes. Accordingly, APQC hereby
grants you a perpetual, worldwide, royalty-free license to use, copy, publish, modify, and create derivative works of the PCF, provided that all copies
of the PCF and any derivative works contain the following attribution:
This APQC Process Classification Framework® (“PCF”) is an open standard developed by APQC, a nonprofit that promotes benchmarking and best practices
worldwide. The PCF is intended to facilitate organizational improvement through process management and benchmarking, regardless of industry, size, or geography.
To download the full PCF or industry-specific versions of the PCF, as well as associated measures and benchmarking, please visit www.apqc.org/pcf.
2 Permission granted to photocopy for personal use. ©2022 APQC. ALL RIGHTS RESERVED.
PCF LEVELS EXPLAINED
PROCESS ELEMENT NUMBERING SCHEME

The PCF identifies each process element using a unique 5-digit reference number following the name of the process element.[i.e., (16437),
(17060), (17061) (16458), (18129), shown in the above graphic]. This number will always refer to the conceptual definition of the process
element. The actual process elements and actual definition may change, but conceptually the decomposition will remain consistent
considering the entire scope of the PCF. A new 5-digit number will be assigned to a process element if its definition substantially changes.

1.0 Develop Vision and Strategy (10002)
1.1 Define the business concept and long-term vision (17040) 1.2.2.1.1 Select partnerships and
1.1.1 Assess the external environment (10017) relationships to support the
extended enterprise (18083)
1.1.1.1 Identify competitors (19945)
1.2.2.2 Assess and analyze impact of each option (10048)
1.1.1.2 Analyze and evaluate competition (10021)
1.2.2.2.1 Identify implications for key
1.1.1.3 Identify potential product or service
operating model business elements
substitutions (21421)
that require change (13289)
1.1.1.4 Identify economic trends (10022)
1.2.2.2.2 Identify implications for key
1.1.1.5 Identify political and regulatory issues (10023) technology aspects (13290)
1.1.1.6 Assess new technology innovations (10024) 1.2.2.3 Develop B2B strategy (16800)
1.1.1.7 Analyze demographics (10025) 1.2.2.3.1 Develop service as a product
1.1.1.8 Identify social and cultural changes (10026) strategy (16801)
1.1.1.9 Identify ecological concerns (10027) 1.2.2.4 Develop B2C strategy (16802)
1.1.1.10 Identify intellectual property concerns (16790) 1.2.2.5 Develop partner/alliance strategy (16803)
1.1.1.11 Evaluate IP acquisition options (16791) 1.2.2.6 Develop merger/demerger/acquisition/exit
1.1.2 Survey market and determine customer needs and wants strategy (16805)
(10018) 1.2.2.7 Develop innovation strategy (16806)
1.1.2.1 Conduct qualitative/quantitative research and 1.2.2.8 Develop sustainability strategy (14189)
assessments (10028) 1.2.2.9 Develop global support strategy (19950)
1.1.2.2 Capture customer needs and wants (19946) 1.2.2.10 Develop shared services strategy (19951)
1.1.2.3 Assess customer needs and wants (19947) 1.2.2.11 Develop lean/continuous improvement strategy
1.1.3 Assess the internal environment (10019) (14197)
1.1.3.1 Analyze organizational characteristics (10030) 1.2.2.12 Develop innovation strategy and framework
1.1.3.2 Analyze internal operations (19948) (19952)
1.1.3.3 Create baselines for current processes (10031) 1.2.3 Select long-term business strategy (10039)
1.1.3.4 Analyze systems and technology (10032) 1.2.4 Coordinate and align functional and process strategies
1.1.3.5 Analyze financial health (10033) (10040)
1.1.3.6 Identify core competencies (10034) 1.2.5 Create organizational design (10041)
1.1.4 Establish strategic vision (10020) 1.2.5.1 Evaluate breadth and depth of organizational
1.1.4.1 Define the strategic vision (19949) structure (10049)
1.1.4.2 Align stakeholders around strategic vision (10035) 1.2.5.2 Perform job-specific roles mapping and value-
1.1.4.3 Communicate strategic vision to stakeholders added analyses (10050)
(10036) 1.2.5.3 Develop role activity diagrams to assess hand-
1.1.5 Conduct organization restructuring opportunities (16792) off activity (10051)
1.1.5.1 Identify restructuring opportunities (16793) 1.2.5.4 Perform organization redesign workshops
(10052)
1.1.5.2 Perform due-diligence (16794)
1.2.5.5 Design the relationships between
1.1.5.3 Analyze deal options (16795)
organizational units (10053)
1.1.5.3.1 Evaluate acquisition options (16796)
1.2.5.6 Develop role analysis and activity diagrams for
1.1.5.3.2 Evaluate merger options (16797) key processes (10054)
1.1.5.3.3 Evaluate de-merger options (16798) 1.2.5.7 Assess organizational implication of feasible
1.1.5.3.4 Evaluate divesture options (16799) alternatives (10055)
1.2 Develop business strategy (10015) 1.2.5.8 Migrate to new organization (10056)
1.2.1 Develop overall mission statement (10037) 1.2.6 Develop and set organizational objectives (10042)
1.2.1.1 Define current business (10044) 1.2.6.1 IIdentify organizational objectives (19953)
1.2.1.2 Formulate mission (10045) 1.2.6.2 Establish baseline metrics (19954)
1.2.1.3 Communicate mission (10046) 1.2.6.3 Monitor performance against objective (19955)
1.2.2 Define and evaluate strategic options to achieve the 1.2.7 Formulate business unit strategies (10043)
mission (10038) 1.2.7.1 Analyze business unit strategies (19956)
1.2.2.1 Define strategic options (10047) 1.2.7.2 Identify core competency for each business unit
(19957) 1.3.1.3 Review with stakeholders (19977)
1.2.7.3 Refine business unit strategies in support of 1.3.2 Evaluate strategic initiatives (10058)
organizational strategy (19958) 1.3.2.1 Determine business value for each strategic
1.2.8 Develop customer experience strategy (19959) priority (19978)
1.2.8.1 Assess customer experience (19960) 1.3.2.2 Determine the customer value for each
1.2.8.1.1 Identify and review customer strategic priority (19979)
touchpoints (19961) 1.3.3 Select strategic initiatives (10059)
1.2.8.1.2 Assess customer experience across 1.3.3.1 Prioritize strategic initiatives (19980)
touchpoints (19962) 1.3.3.2 Communicate strategic initiatives to business
1.2.8.1.3 Perform root cause analysis of units and stakeholders (19981)
problematic customer experiences 1.3.4 Establish high-level measures (10060)
(19963)
1.3.4.1 Identify business value drivers (19982)
1.2.8.2 Design customer experience (19964)
1.3.4.2 Establish baselines for business value drivers
1.2.8.2.1 Define and manage personas (16612)
(19983)
1.2.8.2.2 Create customer journey maps (19965)
1.3.4.3 Monitor performance against baselines (19984)
1.2.8.2.3 Define single view of the customer
1.3.5 Execute strategic initiatives (19507)
for the organisation (19966)
1.3.6 Review execution of strategic initiatives (21422)
1.2.8.2.4 Define a vision for the customer
experience (19967) 1.3.7 Refine strategic initiatives and project plans as needed
(21423)
1.2.8.2.5 Validate with customers (19968)
1.2.8.2.6 Align experience with brand values 1.4 Develop and maintain business models (20944)
and business strategies (19969) 1.4.1 Develop business models (20945)
1.2.8.2.7 Develop content strategy (19970) 1.4.1.1 Assemble business model information (20946)
1.2.8.3 Design customer experience support structure 1.4.1.2 Secure appropriate approvals (20947)
(19971) 1.4.1.3 Identify integration points with existing models
1.2.8.3.1 Identify required capabilities (19972) (20948)
1.2.8.3.2 Identify impact on functional 1.4.1.4 Adopt the business model (20949)
processes (19973)
1.4.2 Maintain business models (20950)
1.2.8.4 Develop customer experience roadmap to develop
1.4.2.1 Establish business model maintenance
and implement defined capabilities (19974)
parameters (20951)
1.2.9 Communicate strategies internally and externally (18916)
1.4.2.2 Accept business model feedback parameters
1.3 Execute and measure strategic initiatives (10016) (20952)
1.3.1 Develop strategic initiatives (10057) 1.4.2.3 Prioritize and manage incoming feedback
1.3.1.1 Identify strategic priorities (19975) (20953)
1.3.1.2 Develop strategic initiatives based on business/ 1.4.2.4 Update existing models (20954)
customer value (19976) 1.4.3 Establish business model governance (20955)

2.0 Develop and Manage Products and Services (10003)
2.1 Govern and manage product/service development program 2.1.4.1 Manage materials master lists (11741)
(19696) 2.1.4.2 Manage bills of material (11742)
2.1.1 Manage product and service portfolio (10061) 2.1.4.3 Manage routings (11743)
2.1.1.1 Evaluate performance of existing products/ 2.1.4.4 Manage specifications (11744)
services against market opportunities (10063) 2.1.4.5 Manage drawings (11745)
2.1.1.2 Confirm alignment of product/service concepts 2.1.4.6 Manage product/material classification (11746)
with business strategy (10066) 2.1.4.7 Develop and maintain quality/inspection
2.1.1.3 Prioritize and select new product/service documents (11747)
concepts (10074) 2.1.4.8 Maintain process specification data (11748)
2.1.1.4 Plan and develop cost and quality targets (10073) 2.1.4.9 Manage traceability data (11749)
2.1.1.5 Specify development timing targets (10075) 2.1.4.10 Review and approve data access requests
2.1.1.6 Plan for product/service offering modifications (11750)
(10076) 2.2 Generate and define new product/service ideas (19698)
2.1.2 Manage product and service life cycle (10067)
2.2.1 Perform discovery research (10065)
2.1.2.1 Develop plan for new product/service
2.2.1.1 Identify new technologies (10070)
development and introduction/launch (16824)
2.2.1.2 Develop new technologies (10071)
2.1.2.2 Introduce new products/services (10077)
2.2.1.3 Assess feasibility of integrating new leading
2.1.2.3 Retire outdated products/services (10078)
technologies into product/service concepts
2.1.2.4 Identify and refine performance indicators (10072)
(10079)
2.2.2 Generate new product/service concepts (19669)
2.1.2.5 Conduct post launch review (11423)
2.2.2.1 Gather new product/service ideas and
2.1.2.5.1 Carry out post launch analytics to test requirements (19986)
the acceptability in the market (19646)
2.2.2.2 Analyze new product/service ideas and
2.1.2.5.2 Review market performance (11424) requirements (19987)
2.1.2.5.3 Review effectiveness of supply 2.2.2.3 Evaluate new product/service inputs and
chain and distribution network requirements (19988)
(11425) 2.2.2.4 Formulate new product/service concepts
2.1.2.5.4 Apply data and analytics to review (19989)
supply chain methodologies (19647) 2.2.2.5 Identify potential improvements to existing
2.1.2.5.5 Review quality and performance of products and services (10068)
the product/service (11426) 2.2.3 Define product/service development requirements (19990)
2.1.2.5.6 Conduct financial review (11427) 2.2.3.1 Define product/service requirements (11331)
2.1.2.5.7 Conduct new product development 2.2.3.1.1 Define basic functional requirements
process assessment (11428) (19991)
2.1.3 Manage patents, copyrights, and regulatory requirements 2.2.3.1.2 Derive interoperability requirements
(19985) for products and services (16808)
2.1.3.1 Conduct mandatory and elective reviews 2.2.3.1.3 Derive safety requirements for
(19941) products and services (16809)
2.1.3.2 Review infringement of patents and copyrights 2.2.3.1.4 Derive security requirements for
(16826) products and services (16810)
2.1.3.3 Determine patent and copyright needs (16827) 2.2.3.1.5 Derive regulatory compliance
2.1.3.4 Define product technical documentation requirements (16811)
management requirements (19697) 2.2.3.1.6 Derive requirements from industry
2.1.3.5 Manage regulatory requirements (12771) standards (16812)
2.1.3.5.1 Train employees on appropriate 2.2.3.1.7 Develop user experience
regulatory requirements (12772) requirements (19992)
2.1.3.5.2 Maintain records for regulatory 2.2.3.1.8 Derive ‘services-as-a-product’
agencies (12773) offering (16814)
2.1.3.5.3 Manage regulatory submission life 2.2.3.2 Define post launch support model (16815)
cycle (12776) 2.2.3.3 Identify product/service bundling opportunities
2.1.4 Manage product and service master data (11740) (17389)
2.3 Develop products and services (10062) 2.3.1.10 Develop and test prototype production and/or
2.3.1 Design and prototype products and services (19993) service delivery process (10098)
2.3.1.1 Assign resources to product/service project 2.3.1.11 Eliminate quality and reliability problems
(10083) (10089)
2.3.1.1.1 Identify requirements for product/ 2.3.1.12 Conduct in-house product/service testing and
service design/development partners evaluate feasibility (10090)
(19994) 2.3.1.13 Identify design/development performance
2.3.1.2 Prepare high-level business case and technical indicators (10091)
assessment (10084) 2.3.1.14 Collaborate on design with suppliers and
2.3.1.3 Develop product/service design specifications external partners (10092)
(10085) 2.3.2 Test market for new or revised products and services
2.3.1.4 Develop user experience design specifications (19996)
(16813) 2.3.2.1 Prepare detailed market study (10093)
2.3.1.5 Provide warranty-related recommendations 2.3.2.2 Conduct customer tests and interviews (10094)
(16817) 2.3.2.3 Finalize product/service characteristics and
2.3.1.6 Document design specifications (10086) business cases (10095)
2.3.1.7 Conduct mandatory and elective external 2.3.2.4 Finalize technical requirements (10096)
reviews (10087) 2.3.3 Prepare for production/service delivery (19997)
2.3.1.8 Design products/services (19995) 2.3.3.1 Design and obtain necessary capabilities/
2.3.1.8.1 Design for manufacturing (16819) materials and equipment (10099)
2.3.1.8.2 Design for product servicing (16820) 2.3.3.2 Identify requirements for changes to
2.3.1.8.3 Design for re-manufacturing (16821) manufacturing/delivery processes (10097)
2.3.1.8.4 Review product troubleshooting 2.3.3.3 Request engineering/process change (11418)
methodology (16822) 2.3.3.4 Install and validate production/service delivery
2.3.1.8.5 Design and manage product data, process (10100)
design, and bill of materials (16818) 2.3.3.4.1 Monitor initial production runs
2.3.1.8.6 Design for product upgrades (16823) (11417)
2.3.1.9 Build prototypes/proof of concepts (10088) 2.3.3.5 Validate launch procedures (19998)

3.0 Market and Sell Products and Services (10004)
3.1 Understand markets, customers, and capabilities (10101) 3.2.3.6 Evaluate channel attributes and potential
partners (10126)
3.1.1 Perform customer and market intelligence analysis (10106)
3.2.3.7 Orchestrate seamless customer experience
3.1.1.1 Conduct customer and market research (10108)
across supported channels (20004)
3.1.1.1.1 Understand consumer needs and
3.2.3.7.1 Define omni-channel strategy
historical behaviors (10114)
(16590)
3.1.1.1.2 Predict customer purchasing
3.2.3.7.2 Define omni-channel requirements
behavior (21424)
(16591)
3.1.1.2 Identify market segments (10109)
3.2.3.7.3 Develop omni-channel policies and
3.1.1.2.1 Determine market share gain/loss procedures (16592)
(10115)
3.2.3.8 Develop and manage execution roadmap
3.1.1.3 Analyze market and industry trends (10110) (20005)
3.1.1.4 Analyze competing organizations, competitive/ 3.2.4 Analyze and manage channel performance (20006)
substitute products/services (10111)
3.2.4.1 Establish channel-specific measures and targets
3.1.1.5 Evaluate existing products/services (10112) (16573)
3.1.1.6 Assess internal and external business 3.2.4.2 Monitor and report performance (16574)
environment (10113)
3.2.4.3 Monitor and report events influencing factors
3.1.2 Evaluate and prioritize market opportunities (10107) (16575)
3.1.2.1 Quantify market opportunities (10116) 3.2.4.4 Analyze channel performance (16500)
3.1.2.2 Determine target segments (10117) 3.2.4.5 Develop plan for channel improvements (16501)
3.1.2.2.1 Identify under-served and saturated 3.2.5 Develop marketing communication strategy (16848)
market segments (18941)
3.2.5.1 Develop customer communication calendar
3.1.2.3 Prioritize opportunities consistent with (16849)
capabilities and overall business strategy
3.2.5.2 Define public relations (PR) strategy (16850)
(10118)
3.2.5.3 Define direct marketing strategy (16851)
3.1.2.4 Validate opportunities (10119)
3.2.5.4 Define internal marketing communication
3.1.2.4.1 Test with customers/consumers
strategy (16852)
(10120)
3.2.5.5 Identify new media for marketing
3.1.2.4.2 Confirm internal capabilities (10121) communication (16853)
3.2 Develop marketing strategy (10102) 3.2.5.6 Define new media communication strategy
3.2.1 Define offering and customer value proposition (11168) (16854)
3.2.1.1 Define offering and positioning (11169) 3.2.5.7 Define point of sale (POS) communication
strategy (16855)
3.2.1.2 Develop value proposition including brand
positioning for target segments (11170) 3.2.5.8 Define communication guidelines and
mechanisms (18627)
3.2.1.3 Validate value proposition with target segments
(11171) 3.2.6 Design and manage customer loyalty program (18924)
3.2.1.4 Develop new branding (11172) 3.2.6.1 Define customer loyalty program (20007)
3.2.2 Define pricing strategy (10123) 3.2.6.2 Acquire members to customer loyalty program
(18925)
3.2.2.1 Conduct pricing analysis (13169)
3.2.6.3 Build engagement and relationship with
3.2.2.2 Establish guidelines for applying pricing and
members (18926)
discounting of products/services (10124)
3.2.6.4 Monitor customer loyalty program benefits to
3.2.2.3 Establish pricing targets (19999)
the enterprise and the customer (16633)
3.2.2.4 Approve pricing strategies/policies and targets (10125)
3.2.6.5 Optimize loyalty program value to both the
3.2.3 Define and manage channel strategy (20000) enterprise and the customer (18927)
3.2.3.1 Determine channels to be supported (20001)
3.3 Develop and manage marketing plans (20008)
3.2.3.2 Establish channel objectives (20002)
3.2.3.3 Determine channel role and fit with target
3.3.1 Establish goals, objectives, and measures for products/
segments (10127) services by channel/segment (10148)
3.2.3.4 Select channels for target segments (10128) 3.3.2 Establish marketing budgets (10149)
3.2.3.5 Identify required channel capabilities (20003) 3.3.2.1 Confirm marketing alignment to business

strategy (10155) 3.3.7.1 Plan packaging strategy (10178)
3.3.2.2 Determine costs of marketing (10156) 3.3.7.2 Test packaging options (10179)
3.3.2.3 Create marketing budget (10157) 3.3.7.3 Execute packaging strategy (10180)
3.3.2.4 Determine projected ROI for marketing 3.3.7.4 Refine packaging (10181)
investment (17683) 3.3.8 Develop go-to-market strategy (21425)
3.3.3 Develop and manage pricing (20593) 3.3.9 Manage product marketing content (21425)
3.3.3.1 Understand resource requirements for each 3.3.9.1 Manage product images (16630)
product/service and delivery channel/method 3.3.9.2 Manage product copy (18130)
(20009)
3.4 Develop sales strategy (10103)
3.3.3.2 Determine corporate incentives (18948)
3.3.3.3 Determine pricing based on volume/unit 3.4.1 Develop sales forecast (10129)
forecast (10163) 3.4.1.1 Gather current and historic order information
3.3.3.4 Execute pricing plan (10164) (10134)
3.3.3.5 Evaluate pricing performance (10165) 3.4.1.2 Analyze sales trends and patterns (10135)
3.3.3.6 Refine pricing as needed (10166) 3.4.1.3 Generate sales forecast (10136)
3.3.3.7 Implement promotional pricing programs 3.4.1.4 Analyze historical and planned promotions and
(11495) events (10137)
3.3.3.8 Implement other retail pricing programs (11496) 3.4.2 Develop sales partner/alliance relationships (10130)
3.3.3.9 Communicate and implement price changes 3.4.2.1 Identify alliance opportunities (10138)
(11497) 3.4.2.2 Design alliance programs and methods for
3.3.3.10 Achieve regulatory approval for pricing (17684) selecting and managing relationships (10139)
3.3.4 Develop and manage promotional activities (20010) 3.4.2.3 Select alliances (10140)
3.3.4.1 Define promotional concepts and objectives 3.4.2.4 Develop trade customer trade strategy and
(10167) customer objectives/targets (11465)
3.3.4.2 Develop marketing messages (10159) 3.4.2.5 Define trade programs and funding options
(11521)
3.3.4.3 Define target audience (10160)
3.4.2.6 Conduct planning activities for major trade
3.3.4.4 Plan and test promotional activities (10168)
customers (11466)
3.3.4.5 Execute promotional activities (10169)
3.4.2.7 Develop partner and alliance management
3.3.4.6 Evaluate promotional performance metrics strategies (10141)
(10170)
3.4.2.8 Establish partner and alliance management
3.3.4.7 Refine promotional performance metrics goals (10142)
(10171)
3.4.2.9 Establish partner and alliance agreements
3.3.4.8 Incorporate learning into future/planned (18629)
consumer promotions (10172)
3.4.2.10 Develop promotional and category management
3.3.5 Track customer management measures (10153) calendars (trade marketing calendars) (11522)
3.3.5.1 Determine customer lifetime value (10173) 3.4.2.11 Create strategic and tactical sales plans by
3.3.5.2 Analyze customer revenue trend (10174) customer (11523)
3.3.5.3 Analyze customer attrition and retention rates 3.4.2.12 Communicate planning information to customer
(10175) teams (11468)
3.3.5.4 Analyze customer metrics (10176) 3.4.3 Establish overall sales budgets (10131)
3.3.5.5 Revise customer strategies, objectives, and 3.4.3.1 Calculate product market share (17682)
plans based on metrics (10177) 3.4.3.2 Calculate product revenue (10143)
3.3.6 Analyze and respond to customer insight (16613) 3.4.3.3 Determine variable costs (10144)
3.3.6.1 Monitor and respond to social media activity 3.4.3.4 Determine overhead and fixed costs (10145)
(16627)
3.4.3.5 Calculate net profit (10146)
3.3.6.2 Analyze customer website activity (16614)
3.4.3.6 Create budget (10147)
3.3.6.3 Analyze customer purchase patterns (16615)
3.4.4 Establish sales goals and measures (10132)
3.3.6.4 Develop business rules to provide personalized
3.4.5 Establish customer management measures (10133)
offers (16616)
3.3.6.5 Monitor effectiveness of personalized offers 3.5 Develop and manage sales plans (10105)
and adjust offers accordingly (16617) 3.5.1 Manage leads/opportunities (20594)
3.3.7 Develop and manage packaging strategy (10154) 3.5.1.1 Identify potential customers (10188)

3.5.1.2 Identify/receive leads/opportunities (10189) 3.5.3.15 Manage notification outcome (11793)
3.5.1.3 Validate and qualify leads/opportunities (18115) 3.5.4 Manage sales orders (10185)
3.5.1.4 Match opportunities to business strategy 3.5.4.1 Accept and validate sales orders (10194)
(11773) 3.5.4.2 Collect and maintain account information
3.5.1.5 Develop opportunity win plans (18116) (10195)
3.5.1.6 Manage opportunity pipeline (20011) 3.5.4.2.1 Administer key account details
3.5.1.7 Determine sales resource allocation (10209) (10201)
3.5.1.8 Manage customer sales calls (10184) 3.5.4.2.2 Retrieve full customer details
3.5.1.8.1 Perform sales calls (10190) (10202)
3.5.1.8.2 Perform pre-sales activities (10191) 3.5.4.2.3 Modify involved party details
(10203)
3.5.1.8.3 Manage customer meetings/
workshops (20012) 3.5.4.2.4 Record address details (10204)
3.5.1.8.4 Close the sale (10192) 3.5.4.2.5 Record contact details (10205)
3.5.1.8.5 Record outcome of sales process 3.5.4.2.6 Record key customer communication
(10193) profile details (10206)
3.5.2 Manage customers and accounts (10183) 3.5.4.2.7 Review involved party information
(10207)
3.5.2.1 Select key customers/accounts (20013)
3.5.4.2.8 Terminate involved party information
3.5.2.2 Develop sales/key account plan (11173)
(10208)
3.5.2.3 Manage sales/key account plan (20014)
3.5.4.3 Determine availability (10196)
3.5.2.4 Manage customer relationships (11174) 3.5.4.4 Determine fulfillment process (10197)
3.5.2.5 Manage customer master data (14208) 3.5.4.5 Enter orders into system (10198)
3.5.2.5.1 Collect and merge internal and third- 3.5.4.6 Identify/perform cross-sell/up-sell activity
party customer information (16598) (17404)
3.5.2.5.2 De-duplicate customer data (16599) 3.5.4.7 Process back orders and updates (10199)
3.5.3 Develop and manage sales proposals, bids, and quotes 3.5.4.8 Handle sales order inquiries including post-
(11779) order fulfillment transactions (10200)
3.5.3.1 Receive Request For Proposal (RFP)/Request For 3.5.5 Manage sales partners and alliances (10187)
Quote (RFQ) (11781)
3.5.5.1 Provide sales and product/service training to
3.5.3.2 Refine customer requirements (11780) sales partners/alliances (10211)
3.5.3.3 Review RFP/RFQ request (11782) 3.5.5.1.1 Provide certification enablement
3.5.3.4 Perform competitive analysis (11783) training (20019)
3.5.3.5 Validate with strategy/business plans (11784) 3.5.5.1.2 Manage certifications and skills
3.5.3.6 Understand customer business and equirements (20020)
(11785) 3.5.5.1.3 Provide support to partners/alliances
3.5.3.7 Develop solution and delivery approach (20015) (20021)
3.5.3.8 Identify staffing requirements (11787) 3.5.5.2 Provide marketing materials to sales partners/
3.5.3.9 Develop pricing and scheduling estimates alliances (18641)
(11788) 3.5.5.3 Evaluate partner/alliance results (10214)
3.5.3.10 Conduct profitability analysis (11789) 3.5.5.4 Manage sales partner/alliance master data
3.5.3.11 Manage internal reviews (20016) (14209)
3.5.3.12 Manage internal approvals (20017) 3.5.6 Manage sales workforce (21426)
3.5.3.13 Submit/present bid/proposal/quote to customer 3.5.7 Perform sales at physical outlets (21427)
(11790) 3.5.8 Perform field sales (21428)
3.5.3.14 Revise bid/proposal/quote (20018) 3.5.9 Perform digital sales (21429)
4.0 Manage Supply Chain for Physical Products (20022)
4.1 Plan for and align supply chain resources (10215) 4.1.5.8 Manage dispatch plan attainment (10259)
4.1.1 Develop production and materials strategies (10221) 4.1.5.9 Calculate and optimize destination load plans
(10260)
4.1.1.1 Define manufacturing goals (10229)
4.1.5.10 Manage partner load plan (10261)
4.1.1.2 Define labor and materials policies (10230)
4.1.5.11 Manage cost of supply (10262)
4.1.1.3 Define outsourcing policies (10231)
4.1.5.12 Manage capacity utilization (10263)
4.1.1.4 Define capital expense policies (10232)
4.1.6 Establish distribution planning constraints (10226)
4.1.1.5 Define capacities (10233)
4.1.6.1 Establish distribution center layout constraints
4.1.1.6 Define production network and supply
(10267)
constraints (10234)
4.1.6.2 Establish inventory management constraints
4.1.1.7 Define production process (14193)
(10268)
4.1.1.8 Define standard operating procedures (19551)
4.1.6.3 Establish transportation management
4.1.1.9 Define production workplace layout and constraints (10269)
infrastructure (14194)
4.1.6.4 Establish storage management constraints
4.1.2 Manage demand for products (10222) (19558)
4.1.2.1 Develop baseline demand forecasts (10235) 4.1.7 Review distribution planning policies (10227)
4.1.2.2 Collaborate demand with customers (10236) 4.1.7.1 Review distribution network (10264)
4.1.2.3 Develop demand consensus forecast (10237) 4.1.7.2 Establish sourcing relationships (10265)
4.1.2.4 Determine available to promise (10238) 4.1.7.3 Establish dynamic deployment policies (10266)
4.1.2.5 Monitor activity against demand forecast and 4.1.8 Develop quality standards and procedures (10368)
revise forecast (10239) 4.1.8.1 Establish quality targets (10371)
4.1.2.6 Evaluate and revise demand forecasting approach 4.1.8.2 Develop standard testing procedures (10372)
(10240)
4.1.8.3 Communicate quality specifications (10373)
4.1.2.7 Measure demand forecast accuracy (10241)
4.2 Procure materials and services (10216)
4.1.3 Create materials plan (10223)
4.1.3.1 Create unconstrained plan (10242) 4.2.1 Provide sourcing governance and perform category
management (10277)
4.1.3.2 Collaborate with supplier and contract
manufacturers (10243) 4.2.1.1 Develop procurement plan (10281)
4.1.3.3 Identify critical materials and supplier capacity 4.2.1.2 Clarify purchasing requirements (10282)
(10244) 4.2.1.3 Establish materials management contingency
4.1.3.4 Monitor material specifications (10245) plans (10283)
4.1.3.5 Generate constrained plan (10246) 4.2.1.4 Match needs to supply capabilities (10284)
4.1.3.6 Define production balance and control (14196) 4.2.1.5 Analyze organization’s spend profile (10285)
4.1.4 Create and manage master production schedule (10224) 4.2.1.6 Seek opportunities to improve efficiency and
value (10286)
4.1.4.1 Model production network to enable simulation
and optimization (20023) 4.2.1.7 Collaborate with suppliers to identify sourcing
opportunities (10287)
4.1.4.2 Create master production schedule (20024)
4.2.2 Develop sourcing and category management strategies
4.1.4.3 Maintain master production schedule (17041)
(20973)
4.1.5 Plan distribution requirements (17042)
4.2.3 Select suppliers and develop/maintain contracts (10278)
4.1.5.1 Maintain master data (10252)
4.2.3.1 Select suppliers (10288)
4.1.5.2 Determine finished goods inventory
4.2.3.2 Certify and validate suppliers (10289)
requirements at destination (10253)
4.2.3.3 Negotiate and establish contracts (10290)
4.1.5.3 Determine product storage facility requirements
(19555) 4.2.3.4 Manage contracts (10291)
4.1.5.4 Calculate requirements at destination (10254) 4.2.4 Order materials and services (10279)
4.1.5.5 Calculate consolidation at source (10255) 4.2.4.1 Process/Review requisitions (10292)
4.1.5.6 Manage collaborative replenishment planning 4.2.4.2 Approve requisitions (10293)
(10256) 4.2.4.3 Solicit/Track vendor quotes (10294)
4.1.5.7 Calculate and optimize destination dispatch 4.2.4.4 Create/Distribute purchase orders (10295)
plan (10258) 4.2.4.5 Expedite orders and satisfy inquiries (10296)

4.2.4.6 Reconcile purchase orders (10297) 4.3.4.1 Determine lot numbering system (10376)
4.2.4.7 Research/Resolve order exceptions (10298) 4.3.4.2 Determine lot use (10377)
4.2.5 Manage suppliers (10280) 4.4 Manage logistics and warehousing (10219)
4.2.5.1 Monitor/Manage supplier information (10299)
4.4.1 Provide logistics governance (10338)
4.2.5.2 Prepare/Analyze procurement and vendor
4.4.1.1 Translate customer service requirements into
performance (10300)
logistics requirements (10343)
4.2.5.3 Support inventory and production processes
4.4.1.2 Design logistics network (10344)
(10301)
4.2.5.4 Monitor quality of product delivered (10302) 4.4.1.3 Communicate outsourcing needs (10345)
4.4.1.4 Develop and maintain delivery service policy
4.3 Produce/Assemble/Test product (10217)
(10346)
4.3.1 Schedule production (10303) 4.4.1.5 Optimize transportation schedules and costs
4.3.1.1 Model and simulate plant (19563) (10347)
4.3.1.2 Generate line level plan (10306) 4.4.1.6 Define key performance measures (10348)
4.3.1.3 Generate detailed schedule (10307) 4.4.1.7 Define reverse logistics strategy (16905)
4.3.1.4 Schedule production orders and create lots 4.4.2 Plan and manage inbound material flow (20936)
(10308) 4.4.2.1 Plan inbound material receipts (10349)
4.3.1.5 Schedule preventive (planned) maintenance
4.4.2.2 Manage inbound material flow (10350)
(preventive maintenance orders) (10315)
4.4.2.3 Monitor inbound delivery performance
4.3.1.6 Schedule requested (unplanned) maintenance
(10351)
(work order cycle) (10316)
4.4.2.4 Manage flow of returned products (10352)
4.3.1.7 Release production orders and create lots
(10309) 4.4.2.5 Control quality of returned parts (12708)
4.3.2 Produce/Assemble product (10304) 4.4.2.6 Salvage or repair returned products (20109)
4.3.2.1 Manage raw material inventory (10310) 4.4.2.6.1 Perform salvage activities (10366)
4.3.2.2 Execute detailed line schedule (10311) 4.4.2.6.2 Manage repair/refurbishment and
4.3.2.3 Report maintenance issues (10319) return to customer/stock (14195)
4.3.2.4 Rerun defective items (10313) 4.4.3 Operate warehousing (10340)
4.3.2.5 Monitor and optimize production process (19566) 4.4.3.1 Manage and track inventory deployment
(10353)
4.3.2.5.1 Automate and control plant (19567)
4.4.3.2 Receive, inspect, and store inbound deliveries
4.3.2.5.2 Perform advanced process control
(19568) (10354)
4.3.2.5.3 Perform real-time optimization (19569) 4.4.3.3 Track product availability (10355)
4.3.2.5.4 Manage plant alarms and alerts 4.4.3.4 Pick, pack, and ship product for delivery (10356)
(19570) 4.4.3.5 Track inventory accuracy (10357)
4.3.2.6 Assess production performance (10314) 4.4.3.6 Track third-party logistics storage and shipping
4.3.3 Perform quality testing (10369) performance (10358)
4.3.3.1 Calibrate test equipment (10318) 4.4.3.7 Manage physical finished goods inventory
4.3.3.2 Perform testing using the standard testing (10359)
procedure (10374) 4.4.3.8 Manage warehouse transfers (20957)
4.3.3.3 Manage quality samples (20956) 4.4.4 Operate outbound transportation (10341)
4.3.3.4 Record test results (10375) 4.4.4.1 Plan, transport, and deliver outbound product
4.3.3.5 Track and analyze non-conformance trends (10360)
(12045) 4.4.4.2 Track carrier delivery performance (10361)
4.3.3.6 Perform root cause analysis (12046) 4.4.4.3 Manage transportation fleet (10362)
4.3.4 Maintain production records and manage lot traceability 4.4.4.4 Process and audit carrier invoices and
(10370) documents (10363)
5.0 Deliver Service (20025)
5.1 Establish service delivery governance and strategies

(20026) 5.2.2.6 Monitor and manage resource capacity and
5.1.1 Establish service delivery governance (20027) availability (20056)
5.1.1.1 Set up and maintain service delivery 5.2.3 Enable service delivery resources (12127)
governance and management system (20028) 5.2.3.1 Develop service delivery training plan (12128)
5.1.1.2 Manage service delivery performance (20029) 5.2.3.2 Develop training materials (12129)
5.1.1.3 Manage service delivery development and 5.2.3.3 Manage training schedule (12131)
direction (20030) 5.2.3.4 Deliver operations training (12132)
5.1.1.4 Solicit feedback from customer on service 5.2.3.5 Deliver technical training (12133)
delivery satisfaction (20031) 5.2.3.6 Perform skill and capability testing (20057)
5.1.2 Develop service delivery strategies (20032) 5.2.3.7 Evaluate training effectiveness (12135)
5.1.2.1 Define service delivery goals (20033) 5.3 Deliver service to customer (20058)
5.1.2.2 Define labor policies (20034) 5.3.1 Initiate service delivery (20059)
5.1.2.3 Evaluate resource availability (20035) 5.3.1.1 Review contract and agreed terms (20060)
5.1.2.4 Define service delivery network and supply 5.3.1.2 Understand customer requirements and define
constraints (20036) refine approach (20061)
5.1.2.5 Define service delivery process (20037) 5.3.1.3 Modify/revise and approve project plan (20062)
5.1.2.6 Review and validate service delivery procedures 5.3.1.4 Review customer business objectives (20063)
(20038)
5.3.1.5 Confirm environmental readiness (20064)
5.1.2.7 Define service delivery workplace layout and 5.3.1.6 Identify, select, and assign resources (20065)
infrastructure (20039)
5.3.1.6.1 Establish people objectives (20066)
5.2 Manage service delivery resources (20040) 5.3.1.6.2 Establish engagement rules (20067)
5.2.1 Manage service delivery resource demand (20041) 5.3.1.7 Plan for service delivery (20068)
5.2.1.1 Monitor pipeline (20042) 5.3.2 Execute service delivery (20069)
5.2.1.2 Develop baseline forecasts (20043) 5.3.2.1 Analyze environment and customer needs
5.2.1.3 Collaborate with customers (20044) (20070)
5.2.1.4 Develop consensus forecast (20045) 5.3.2.2 Define solution (20071)
5.2.1.5 Determine availability of skills to deliver on 5.3.2.3 Validate solution (20072)
current and forecast customer orders (20046) 5.3.2.4 Identify changes (20073)
5.2.1.6 Monitor activity against forecast and revise 5.3.2.5 Obtain approval to proceed (20074)
forecast (20047) 5.3.2.6 Make build/buy solution (20075)
5.2.1.7 Evaluate and revise forecasting approach 5.3.2.7 Deploy solution (20076)
(20048) 5.3.3 Complete service delivery (20077)
5.2.1.8 Measure forecast accuracy (20049) 5.3.3.1 Conduct service delivery/project review and
5.2.2 Create and manage resource plan (20050) evaluate success (20078)
5.2.2.1 Define and manage skills taxonomy (20051) 5.3.3.2 Complete/finalize financial management
5.2.2.2 Create resource plan (20052) activities (20079)
5.2.2.3 Match resource demand with capacity, skills, 5.3.3.3 Confirm delivery according to contract terms
and capabilities (20053) (20080)
5.2.2.4 Collaborate with suppliers and partners to 5.3.3.4 Release resources (20081)
supplement skills and capabilities (20054) 5.3.3.5 Manage service delivery completion (20082)
5.2.2.5 Identify critical resources and supplier capacity 5.3.3.6 Harvest knowledge (20083)
(20055) 5.3.3.7 Archive records and update systems (20084)

6.0 Manage Customer Service (20085)
6.1 Develop customer care/customer service strategy (10378) redressal (19072)

6.1.1 Define customer service requirements across the 6.2.4 Process returns (20094)
enterprise (20086) 6.2.4.1 Authorize return (10364)
6.1.2 Define customer service experience (20087) 6.2.4.2 Process return and record reason (20095)
6.1.3 Define and manage customer service channel strategy 6.2.5 Report incidents and risks to regulatory bodies (12840)
(20088) 6.3 Service products after sales (12658)
6.1.4 Define customer service policies and procedures (10382)
6.3.1 Register products (20605)
6.1.5 Establish target service level for each customer segment
6.3.2 Process warranty claims (12669)
(10383)
6.3.2.1 Receive warranty claim (20096)
6.1.6 Define warranty offering (20089)
6.3.2.2 Validate warranty claim (12671)
6.1.6.1 Determine and document warranty policies
(16893) 6.3.2.3 Investigate warranty issues (20097)
6.1.6.2 Create and manage warranty rules/claim codes 6.3.2.3.1 Define issue (20098)
for products (16890) 6.3.2.3.2 Schedule field service (12677)
6.1.6.3 Agree warranty responsiblities with suppliers 6.3.2.3.3 Request and receive defective part
(20090) (12678)
6.1.6.4 Define warranty related offerings for customers 6.3.2.3.4 Investigate issue/perform root cause
(20091) analysis (20099)
6.1.6.5 Communicate warranty policies and offerings 6.3.2.3.5 Receive investigation result/
(12673) recommendation for corrective
6.1.7 Develop recall strategy (20092) action (20100)
6.2 Plan and manage customer service contacts (10379) 6.3.2.4 Determine responsible party (20101)
6.3.2.5 Manage pre-authorizations (20102)
6.2.1 Plan and manage customer service work force (10387)
6.3.2.6 Approve or reject warranty claim (12668)
6.2.1.1 Forecast volume of customer service contacts
6.3.2.7 Notify originator of approve/reject decision
(10390)
(20103)
6.2.1.2 Schedule customer service work force (10391)
6.3.2.8 Authorize payment (20104)
6.2.1.3 Track work force utilization (10392)
6.3.2.9 Close claim (20105)
6.2.1.4 Monitor and evaluate quality of customer
6.3.2.10 Reconcile warranty transaction disposition
interactions with customer service
(12667)
representatives (10393)
6.3.3 Manage supplier recovery (20106)
6.2.2 Manage customer service problems, requests, and
inquiries (10388) 6.3.3.1 Create supplier recovery claims (20107)
6.2.2.1 Receive customer problems, requests, and 6.3.3.2 Negotiate recoveries with suppliers (20108)
inquiries (10394) 6.3.4 Service products (10218)
6.2.2.2 Analyze problems, requests, and inquiries 6.3.4.1 Confirm specific service requirements for
(13482) individual customer (10320)
6.2.2.3 Resolve customer problems, requests, and 6.3.4.1.1 Process customer request (10324)
inquiries (10395) 6.3.4.1.2 Create customer profile (10325)
6.2.2.4 Respond to customer problems, requests, and 6.3.4.1.3 Generate service order (10326)
inquiries (10396) 6.3.4.2 Identify and schedule resources to meet service
6.2.2.5 Identify and capture upsell/cross-sell requirements (10321)
opportunities (16928) 6.3.4.2.1 Create resourcing plan and schedule
6.2.2.6 Deliver opportunity to sales team (16937) (10327)
6.2.3 Manage customer complaints (10389) 6.3.4.2.2 Create service order fulfillment
6.2.3.1 Receive customer complaints (10397) schedule (10328)
6.2.3.2 Route customer customer complaints (10398) 6.3.4.3 Provide service to specific customers (10322)
6.2.3.3 Resolve customer complaints (10399) 6.3.4.3.1 Organize daily service order
6.2.3.4 Respond to customer customer complaints fulfillment schedule (10330)
(10400) 6.3.4.3.2 Execute product repair (10331)
6.2.3.5 Analyze customer complaints and response/ 6.3.4.3.3 Manage service order fulfillment (10332)
6.3.4.4 Ensure quality of service (10323) 6.5.2.1 Solicit customer feedback on complaint
6.3.4.4.1 Identify completed service orders for handling and resolution (11236)
feedback (10334) 6.5.2.2 Analyze customer complaint data and identify
6.3.4.4.2 Identify incomplete service orders improvement opportunities (11237)
and service failures (10335)
6.5.2.3 Identify common customer complaints (11689)
6.3.4.4.3 Solicit customer feedback on
services delivered (10336) 6.5.3 Measure customer satisfaction with products and services
(10403)
6.3.4.4.4 Process customer feedback on
services delivered (10337) 6.5.3.1 Gather and solicit post-sale customer feedback
6.4 Manage product recalls and regulatory audits (20110) on products and services (11238)
6.5.3.2 Solicit post-sale customer feedback on ad
6.4.1 Initiate recall (20111)
effectiveness (11239)
6.4.2 Assess the liklihood and consequences of occurrence of
any hazards (20112) 6.5.3.3 Solicit customer feedback on cross-channel
6.4.3 Manage recall related communications (20113) experience (20117)
6.4.4 Submit regulatory reports (20114) 6.5.3.4 Analyze product and service satisfaction data
6.4.5 Monitor and audit recall effectiveness (20115) and identify improvement opportunities (11240)
6.4.6 Manage recall termination (20116) 6.5.3.5 Provide feedback and insights to appropriate
teams (product design/development, marketing,
6.5 Evaluate customer service operations and customer
satisfacion (20595) manufacturing) (11241)
6.5.4 Evaluate and manage warranty performance (12672)
6.5.1 Measure customer satisfaction with customer problems,
requests, and inquiries handling (10401) 6.5.4.1 Measure customer satisfaction with warranty
6.5.1.1 Solicit customer feedback on customer service handling and resolution (20118)
experience (11687) 6.5.4.2 Monitor and report on warranty management
6.5.1.2 Analyze customer service data and identify metrics (12676)
improvement opportunities (11688) 6.5.4.3 Identify improvement opportunities (20119)
6.5.1.3 Provide customer feedback to product
6.5.4.4 Identify opportunities to eliminate warranty
management on customer service experience
waste (12674)
(18126)
6.5.2 Measure customer satisfaction with customer- complaint 6.5.4.5 Investigate fraudulent claims (20120)
handling and resolution (10402) 6.5.5 Evaluate recall performance (20121)

7.0 Develop and Manage Human Capital (10007)
7.1 Develop and manage human resources planning, policies, 7.2.1.3 Open job requisitions (10446)
and strategies (17043) 7.2.1.4 Post job requisitions (10448)
7.1.1 Develop human resources strategy (20958) 7.2.1.5 Modify job requisitions (10450)
7.1.1.1 Identify strategic HR needs (10418) 7.2.1.6 Notify hiring manager (10451)
7.1.1.2 Define HR and business function roles and 7.2.1.7 Manage requisition dates (10452)
accountability (10419) 7.2.2 Recruit/Source candidates (10440)
7.1.1.3 Determine HR function roles and structure 7.2.2.1 Determine recruitment methods and channels
(21430) (10453)
7.1.1.4 Determine HR delivery model (21431) 7.2.2.2 Perform recruiting activities/events (10454)
7.1.1.5 Determine HR costs (10420) 7.2.2.3 Manage recruitment vendors (10455)
7.1.1.6 Establish HR measures (10421) 7.2.2.4 Manage employee referral programs (17047)
7.1.1.7 Communicate HR strategies (10422) 7.2.2.5 Manage recruitment channels (17048)
7.1.1.8 Develop strategy for HR systems/technologies/ 7.2.3 Screen and select candidates (20123)
tools (10432) 7.2.3.1 Identify and deploy candidate selection tools
7.1.1.9 Manage employer branding (20606) (10456)
7.1.1.10 Manage job families and positions (21432) 7.2.3.2 Interview candidates (10457)
7.1.2 Develop and implement workforce strategy and policies 7.2.3.3 Test candidates (10458)
(17045) 7.2.3.4 Select and reject candidates (10459)
7.1.2.1 Perform workforce planning (10423) 7.2.4 Manage new hire/re-hire (10443)
7.1.2.2 Perform operational workforce planning (10424) 7.2.4.1 Draw up and make offer (10463)
7.1.2.3 Develop compensation strategy (10425) 7.2.4.2 Negotiate offer (10464)
7.1.2.3.1 Establish incentive strategy (10210) 7.2.4.3 Hire candidate (10465)
7.1.2.4 Develop succession plan (10426) 7.2.5 Manage applicant information (10444)
7.1.2.5 Develop high performers/leadership programs 7.2.5.1 Obtain candidate background information (10460)
(16938)
7.2.5.2 Create applicant record (10466)
7.1.2.6 Develop diversity, equity, and inclusion plan
7.2.5.3 Manage/track applicant data (10467)
(10427)
7.2.5.3.1 Complete position classification and
7.1.2.7 Implement diversity, equity, and inclusion plan
level of experience (20124)
(21433)
7.2.5.4 Archive and retain records of non-hires (10468)
7.1.2.8 Design talent development program (11622)
7.1.2.9 Design talent acquisition program (11623) 7.3 Manage employee onboarding, training, and development
(20599)
7.1.2.10 Develop other HR programs (10428)
7.1.2.11 Develop HR policies (10429) 7.3.1 Manage employee orientation and deployment (10469)
7.1.2.12 Administer HR policies (10430) 7.3.1.1 Create/maintain employee onboarding program
(10474)
7.1.2.13 Plan employee benefits (10431)
7.3.1.1.1 Develop employee induction
7.1.2.14 Develop workforce strategy models (10433
program (10477)
7.1.2.15 Implement workforce strategy models (20122)
7.3.1.1.2 Maintain/Update employee
7.1.3 Monitor and update strategy, plans, and policies (10417) induction program (10478)
7.1.3.1 Measure realization of objectives (10434) 7.3.1.2 Evaluate the effectiveness of the employee
7.1.3.2 Measure contribution to business strategy (10435) onboarding program (11243)
7.1.3.3 Communicate plans and provide updates to 7.3.1.3 Execute onboarding program (17050)
stakeholders (10436) 7.3.2 Manage employee performance (10470)
7.1.3.4 Review and revise HR plans (10438) 7.3.2.1 Define employee performance objectives (10479)
7.1.4 Develop competency management models (17046) 7.3.2.2 Review employee performance (21434)
7.2 Recruit, source, and select employees (10410) 7.3.2.3 Manage employee performance (21435)
7.2.1 Manage employee requisitions (10439) 7.3.2.4 Evaluate and review performance program
7.2.1.1 Align staffing plan to work force plan and (10481)
business unit strategies/resource needs (10445) 7.3.3 Manage employee career development (10472)
7.2.1.2 Develop and maintain job descriptions (10447) 7.3.3.1 Define employee development guidelines (10487)
7.3.3.2 Develop employee career plans and career 7.5.2.4 Perform benefit reconciliation (10507)
paths (10488) 7.5.3 Manage employee assistance and retention (21439)
7.3.3.3 Manage employee skill and competency 7.5.3.1 Deliver programs to support work/life balance
development (17051) for employees (10508)
7.3.4 Develop and train employees (10473) 7.5.3.1.1 Manage flexible working (21440)
7.3.4.1 Align employee with organization development 7.5.3.2 Develop family support systems (10509)
needs (10490) 7.5.4 Administer payroll (10497)
7.3.4.2 Define employee competencies and skills
7.6 Redeploy and retire employees (10413)
(16940)
7.3.4.3 Align learning programs with competencies and 7.6.1 Manage promotion and demotion process (10512)
skills (10491) 7.6.2 Manage separation (10513)
7.3.4.4 Establish training needs by analysis of required 7.6.3 Manage retirement (10514)
and available skills (10492) 7.6.4 Manage leave of absence (10515)
7.3.4.5 Develop, conduct, and manage employee and/ 7.6.5 Develop and implement employee outplacement (10516)
or management training programs (10493) 7.6.6 Manage workforce scheduling (20132)
7.3.4.6 Manage examinations and certifications (20125) 7.6.6.1 Receive required resources/skills and
7.3.4.6.1 Liaise with external certification capabilities (20133)
authorities (20126)
7.6.6.2 Manage resource deployment (10517)
7.3.4.6.2 Administer certification tests
7.6.7 Relocate employees and manage assignments (17055)
(20127)
7.6.7.1 Manage expatriates (10520)
7.3.4.6.3 Appraise experience qualifications
(20128) 7.7 Manage employee information and analytics (17056)
7.3.4.6.4 Monitor and evaluate learning 7.7.1
Manage reporting processes (10522)
programs (20129) 7.7.2
Manage employee inquiry process (10523)
7.3.4.7 Manage examinations and certifications (21436) 7.7.3
Manage and maintain employee data (10524)
7.4 Manage employee relations (17052) 7.7.4
Manage human resource information systems HRIS
7.4.1 Manage labor relations (10483) (10525)
7.4.2 Manage collective bargaining process (10484) 7.7.5 Develop and manage employee measures (10526)
7.4.3 Manage labor management partnerships (10485) 7.7.6 Develop and manage time and attendance systems
(10527)
7.4.4 Manage employee grievances (10531)
7.7.7 Develop workforce analytics (21441)
7.4.5 Understand legal and regulatory environment (21437)
7.7.7.1 Determine stakeholder requirements (21442)
7.5 Reward and retain employees (10412)
7.7.7.2 Identify research questions (21443)
7.5.1 Develop and manage reward, recognition, and motivation 7.7.7.3 Select workforce analysis methodology (21444)
programs (10494)
7.7.7.4 Identify workforce data sources (21445)
7.5.1.1 Develop salary/compensation structure and
7.7.7.5 Gather workforce data (21446)
plan (10498)
7.7.8 Implement workforce analytics (21447)
7.5.1.2 Develop benefits and rewards plan (10499)
7.7.8.1 Transform workforce analysis data (21448)
7.5.1.3 Perform competitive analysis of benefits and
rewards (10500) 7.7.8.2 Develop insights into workforce analytics
outcomes (21449)
7.5.1.4 Identify compensation requirements based on
financial, benefits, and HR policies (10501) 7.7.8.3 Communicate workforce analysis outcomes
(21450)
7.5.1.5 Administer compensation and rewards to
employees (10502) 7.7.9 Manage/Collect employee suggestions and
perform employee research (10530)
7.5.1.6 Reward and motivate employees (10503)
7.5.2 Manage and administer benefits (10495) 7.8 Manage employee communication (21451)
7.5.2.1 Deliver employee benefits program (10504) 7.8.1 Develop employee communication plan (10529)
7.5.2.2 Administer benefit enrollment (10505) 7.8.2 Conduct employee engagement surveys (16944)
7.5.2.3 Process claims (10506) 7.8.3 Deliver employee communications (10532)

8.0 Manage Information Technology (IT) (10008)
8.1 Develop and manage IT customer relationships (20608) services (20647)

8.1.1 Understand IT customer needs (20609) 8.1.7.4 Synthesize and distribute IT
8.1.1.1 Understand IT customer communities (20610) performance information (20938)
8.1.1.2 Assess IT customer operational capabilities 8.2 Develop and manage IT business strategy (20652)
(20611) 8.2.1 Define business technology and governance strategy
8.1.2 Identify IT customer transformation needs (20612) (20653)
8.1.2.1 Understand business requirements for IT 8.2.1.1 Build and maintain IT strategic intelligence
capabilities (20613) (20654)
8.1.2.2 Understand IT landscape (20614) 8.2.1.2 Monitor and map current and emerging
8.1.2.3 Develop IT visioning (20615) technologies (20655)
8.1.2.4 Outline IT service expectations (20616) 8.2.1.3 Define and communicate digital transformation
8.1.3 Plan and communicate IT services (20617) strategy (20656)
8.1.3.1 Manage IT customer expectations (20618) 8.2.1.4 Develop IT strategic alignment (20657)
8.1.3.2 Define future IT services (20619) 8.2.1.5 Articulate IT alignment principles (20658)
8.1.3.3 Determine IT performance indicators (20620) 8.2.1.6 Maintain IT strategic alignment (20659)
8.1.3.4 Create IT marketing messages (20621) 8.2.2 Manage IT portfolio strategy (20660)
8.1.3.5 Create IT service marketing plan (20622) 8.2.2.1 Establish and validate IT value criteria (20661)
8.1.4 Provide IT transformation guidance (20623) 8.2.2.2 Determine IT portfolio investment balance
8.1.4.1 Develop IT transformation plans (20624) (20662)
8.1.4.2 Collect IT customer requirements (20625) 8.2.2.3 Evaluate proposed IT investment projects
(20663)
8.1.4.3 Analyze IT customer requirements (20937)
8.2.2.4 Prioritize IT projects (20664)
8.1.4.4 Identify and prioritize IT opportunities (20626)
8.2.2.5 Align IT resources to strategic priorities (20665)
8.1.4.5 Facilitate solution design activities (20627)
8.1.4.6 Prioritize IT outcomes (20628) 8.2.2.6 Align IT portfolio to business objectives (20667)
8.1.4.7 Develop business cases (20629) 8.2.3 Define and maintain enterprise architecture (20668)
8.1.4.8 Support business case (20630) 8.2.3.1 Create and publish enterprise architecture
principles (20670)
8.1.4.9 Develop transformation roadmap (20631)
8.2.3.2 Establish and operate enterprise architecture
8.1.5 Develop and manage IT service levels (20632)
governance (20671)
8.1.5.1 Understand IT service requirements
8.2.3.3 Research technologies to innovate IT services
(20633)
and solutions (20672)
8.1.5.2 Forecast IT service demand (20634)
8.2.3.4 Provide input to definition and prioritization of
8.1.5.3 Maintain IT services catalog (20635) IT projects (20673)
8.1.5.4 Define service level agreement (20636) 8.2.4 Define IT service management strategy (20674)
8.1.5.5 Maintain IT customer contracts (20637) 8.2.4.1 Establish IT service management strategy and
8.1.5.6 Negotiate and establish service level goals (20675)
agreements (20638) 8.2.4.2 Identify IT service operating and process
8.1.5.7 Develop and maintain improvement processes requirements (20676)
(20640)
8.2.4.3 Define IT service catalog (20677)
8.1.6 Manage IT customer relationships (20641)
8.2.4.4 Establish IT service management framework
8.1.6.1 Establish relationship management (20678)
mechanisms (20642)
8.2.4.5 Define and implement IT service management
8.1.6.2 Understand IT customer strategy (20643) (20679)
8.1.6.3 Understand IT customer environment (20644) 8.2.4.6 Define and deploy support service management
8.1.6.4 Communicate IT capabilities (20645) process tools and methods (20680)
8.1.6.5 Manage IT requirements (20646) 8.2.4.7 Monitor and report IT performance (20681)
8.1.7 Analyze service performance (20648) 8.2.5 Control IT management system (20682)
8.1.7.1 Assess SLA compliance (20649) 8.2.5.1 Determine IT performance measures (20683)
8.1.7.2 Triage SLA compliance issues (20650) 8.2.5.2 Define IT control points and assurance
8.1.7.3 Collect feedback about IT products and procedures governance model (20684)
8.2.5.3 Monitor and analyze overall IT performance 8.3.2.4 Establish mitigation approaches for IT risks
(20685) (20720)
8.2.5.4 Monitor and analyze IT financial performance 8.3.3 Control IT risk, compliance, and security (20721)
(20686) 8.3.3.1 Evaluate enterprise regulatory and compliance
8.2.5.5 Monitor and analyze IT value and benefits obligations (20722)
(20687) 8.3.3.2 Analyze IT security threat impact (20723)
8.2.5.6 Optimize IT resource allocation (20688) 8.3.3.3 Create and maintain IT compliance
8.2.5.7 Manage IT projects and services requirements (20724)
interdependencies (20689) 8.3.3.4 Create and maintain IT security policies,
8.2.5.8 Report IT service and project performance standards, and procedures (20942)
(20690) 8.3.3.5 Develop and deploy risk management training
8.2.5.9 Select, deploy, and operate IT performance (20725)
analytics tools (20692) 8.3.3.6 Establish risk reporting capabilities and
8.2.6 Manage IT value portfolio (20693) responsibilities (20726)
8.2.6.1 Assess performance against IT service and 8.3.3.7 Establish communication standards (20727)
project value criteria (20694) 8.3.3.8 Conduct IT risk and threat assessments (20728)
8.2.6.2 Quantify value of IT service and project 8.3.3.9 Monitor and manage IT activity risk (20729)
portfolio investments (20695) 8.3.3.10 Identify, supervise and monitor IT risk
8.2.6.3 Communicate business technology value mitigation measures (20730)
contribution (20696) 8.3.4 Plan and manage IT continuity (20731)
8.2.6.4 Determine and implement IT portfolio 8.3.4.1 Evaluate IT continuity (20732)
adjustments (20697)
8.3.4.2 Identify IT continuity gaps (20733)
8.2.7 Define and manage technology innovation (20699)
8.3.4.3 Manage IT business continuity (20734)
8.2.7.1 Establish selection criteria for research
8.3.5 Develop and manage IT security, privacy, and data
initiatives (20700)
protection (20735)
8.2.7.2 Analyze emerging technology concepts (20701)
8.3.5.1 Assess IT regulatory and confidentiality
8.2.7.3 Identify technology concepts and capabilities requirements and policies (20736)
(20702)
8.3.5.2 Create IT security, privacy, and data protection
8.2.7.4 Execute IT research projects (20703) risk governance (20737)
8.2.7.5 Evaluate IT research project outcomes (20939) 8.3.5.3 Define IT data security and privacy policies,
8.2.7.6 Identify and promote viable concepts (20704) standards, and procedures (20738)
8.2.7.7 Develop and plan IT investment projects 8.3.5.4 Review and monitor physical and logical IT
(20705) data security measures (20739)
8.3 Develop and manage IT resilience and risk (20706) 8.3.5.5 Review and monitor application security
controls (20740)
8.3.1 Develop IT compliance, risk, and security strategy (20707)
8.3.5.6 Review and monitor IT physical environment
8.3.1.1 Determine and evaluate IT regulatory and audit
security controls (20741)
requirements (20708)
8.3.5.7 Monitor/analyze network intrusion detection
8.3.1.2 Understand business unit risk tolerance (20940)
data and resolve threats (20742)
8.3.1.3 Establish IT risk tolerance (20709)
8.3.6 Conduct and analyze IT compliance assessments (20743)
8.3.1.4 Establish risk ownership (20710)
8.3.6.1 Conduct projects to enhance IT compliance and
8.3.1.5 Establish and maintain risk management roles remediate risk (20744)
(20711)
8.3.6.2 Conduct IT compliance control auditing of
8.3.1.6 Establish compliance objectives (20712) internal and external services (20745)
8.3.1.7 Identify systems to support compliance (20941) 8.3.6.3 Perform IT compliance reporting (20746)
8.3.1.8 Identify and evaluate IT risk (20713) 8.3.6.4 Identify and escalate IT compliance issues and
8.3.1.9 Evaluate IT-related risks resiliency (20714) remediation requirements (20747)
8.3.1.10 Create IT risk mitigation strategies and 8.3.6.5 Support external audits and reports (20748)
approaches (20715) 8.3.7 Develop and execute IT resilience and continuity
8.3.2 Develop IT resilience strategy (20716) operations (20749)
8.3.2.1 Determine IT delivery resiliency (20717) 8.3.7.1 Conduct IT resilience improvement projects
8.3.2.2 Determine critical IT risks (20718) (20750)
8.3.2.3 Prioritize IT risks (20719) 8.3.7.2 Develop, document, and maintain IT business

continuity planning (20751) 8.4.4.4 Implement and administer business information
8.3.7.3 Implement and enforce change control access (20783)
procedures (20752) 8.5 Develop and manage services/solutions (20784)
8.3.7.4 Execute recurring IT service provider business
8.5.1 Develop service/solution and integration strategy (20785)
continuity (20753)
8.5.1.1 Determine IT service/solution development
8.3.7.5 Provide IT resilience training (20754)
(20786)
8.3.7.6 Execute recurring IT business operations
8.5.1.2 Define IT service/solution development
continuity (20755)
processes/standards (20787)
8.3.8 Manage IT user identity and authorization (20756)
8.5.1.3 Identify, deploy, and support development
8.3.8.1 Support integration of identity and methodologies and tools (20788)
authorization policies (20757)
8.5.1.4 Establish service component criteria (20789)
8.3.8.2 Manage IT user directory (20758)
8.5.1.5 Understand and select reusable service
8.3.8.3 Manage IT user authorization (20759) components (20790)
8.3.8.4 Manage IT user authentication mechanisms 8.5.1.6 Maintain service component portfolio (20791)
(20760)
8.5.1.7 Establish development standards exception
8.3.8.5 Audit IT user identity and authorization systems governance (20792)
(20761)
8.5.2 Manage service/solution lifecycle planning (20793)
8.3.8.6 Respond to IT information security and network
8.5.2.1 Monitor and track emerging technology
breaches (20762)
capabilities (20794)
8.3.8.7 Conduct penetration testing (20763)
8.5.2.2 Identify IT services/solutions (20795)
8.3.8.8 Audit integration of user identity and
8.5.2.3 Determine IT service/solution approach (20796)
authorization systems (20764)
8.5.2.4 Define IT solution lifecycle (20797)
8.4 Manage information (20765)
8.5.2.5 Develop IT service/solution “sunset” plans
8.4.1 Define business information and analytics strategy (20798)
(20766) 8.5.3 Develop and manage service/solution architecture (20799)
8.4.1.1 Establish data, information, and analytic 8.5.3.1 Assess IT application and infrastructure
objectives (20767) architecture constraints (20800)
8.4.1.2 Establish data, information, and analytic 8.5.3.2 Assess business constraints on IT service/
governance (20768) solution (20801)
8.4.1.3 Access IT data/analytic capabilities (20769) 8.5.3.3 Determine IT component integration
8.4.2 Define and maintain business information architecture requirements (20802)
(20770) 8.5.3.4 Identify opportunities for IT component reuse
8.4.2.1 Determine enterprise business information (20803)
requirements (20771) 8.5.3.5 Promote adoption of existing service/solution
8.4.2.2 Define enterprise data models (20772) architecture (20804)
8.4.2.3 Identify and understand external data sources 8.5.3.6 Develop and maintain service/solution
(20773) architectures (20805)
8.4.2.4 Establish data ownership and stewardship 8.5.3.7 Assess IT service/solution architecture
responsibilities (20774) conformance (20806)
8.4.2.5 Maintain and evolve enterprise data and 8.5.3.8 Manage architectural exceptions (20807)
information architecture (20775) 8.5.4 Execute IT service/solution creation and testing (20808)
8.4.3 Define and execute business information lifecycle 8.5.4.1 Execute IT service/solution development
planning and control (20776) lifecycle (20809)
8.4.3.1 Define and maintain enterprise information 8.5.4.1.1 Assess and validate IT service/
policies, standards, and procedures (20777) solution requirements (20810)
8.4.3.2 Implement and execute data administration 8.5.4.1.2 Create service/solution design
responsibilities (20778) (20811)
8.4.4 Manage business information content (20779) 8.5.4.1.3 Build and test IT service/solution
8.4.4.1 Monitor and control business information components (20812)
(20780) 8.5.4.1.4 Integrate IT components and
8.4.4.2 Maintain business information feeds and services (20813)
repositories (20781) 8.5.4.1.5 Execute IT service/solution
8.4.4.3 Perform internal usage audits (20782) validation (20814)
8.5.4.1.6 Bundle service/solution deployment 8.6.4.4 Confirm implementation completion (20852)
packaging (20815) 8.6.4.5 Implement software change/release (20853)
8.5.4.1.7 Manage service/solution process 8.6.4.6 Perform post-installation testing (20854)
exceptions (20816) 8.6.4.7 Distribute software components network-wide
8.5.5 Perform service/solution maintenance and testing (20817) (20855)
8.5.5.1 Execute IT service/solution maintenance 8.6.4.8 Verify change/release implementation success
lifecycle (20818) (20856)
8.5.5.1.1 Assess IT remediation (20819) 8.6.4.9 Execute roll-back plan (20857)
8.5.5.1.2 Modify service/solution design 8.6.5 Perform service and solution rollout (20858)
(20820)
8.6.5.1 Conduct IT training (20859)
8.5.5.1.3 Perform IT service/solution
8.6.5.2 Prepare and distribute service/solution
remediation (20821)
communications (20860)
8.5.5.1.4 Manage service/solution operations
8.6.5.3 Support organizational changes (20861)
(20822)
8.6.5.4 Execute rollout plans (20862)
8.5.5.1.5 Prepare fixed/enhanced service/
solution packaging (20823) 8.6.5.5 Provide rollout support (20863)
8.6.5.6 Manage rollout support capabilities (20864)
8.6 Deploy services/solutions (20824)
8.6.5.7 Monitor and record rollout issues (20865)
8.6.1 Develop and manage service/solution deployment strategy
(20825) 8.7 Create and manage support services/solutions (20866)
8.6.1.1 Assess IT deployment business impact (20826) 8.7.1 Define and establish service delivery strategy (20867)
8.6.1.2 Establish IT deployment policies (20827) 8.7.1.1 Assess business objectives and IT service
8.6.1.3 Define and create deployment procedure delivery (20868)
workflow (20828) 8.7.1.2 Define IT service delivery portfolio (20869)
8.6.1.4 Define IT change/release standards (20829) 8.7.1.3 Create and maintain IT service delivery model
8.6.1.5 Assign deployment approval responsibilities (20870)
(20830) 8.7.1.4 Determine IT service delivery locations and
8.6.1.6 Analyze deployments outcomes (20831) activities (20871)
8.6.2 Plan service and solution implementation (20832) 8.7.1.5 Define IT service delivery sourcing strategy
(20872)
8.6.2.1 Assess IT deployment risk (20833)
8.7.2 Define and develop service support strategy (20873)
8.6.2.2 Define implementation schedule and roll-out
sequence (20834) 8.7.2.1 Assess business objectives and IT service
support delivery (20874)
8.6.2.3 Determine implementation requirements
(20835) 8.7.2.2 Define IT service support portfolio (20875)
8.6.2.4 Plan and align user testing and resources 8.7.2.3 Create and maintain IT support model (20876)
(20836) 8.7.2.4 Develop IT support service sourcing strategy
8.6.2.5 Develop IT training (20837) (20877)
8.6.2.6 Create implementation communications (20838) 8.7.2.5 Establish support service framework (20878)
8.6.2.7 Manage IT roll-back procedures (20839) 8.7.2.6 Provide service support tools and technology
8.6.3 Manage change deployment control (20840) (20879)
8.6.3.1 Asses IT change/release impact (20841) 8.7.3 Plan and manage service delivery control (20880)
8.6.3.2 Confirm change/release compliance (20842) 8.7.3.1 Plan operational activities for IT service
delivery (20881)
8.6.3.3 Assess IT change/release risk (20843)
8.7.3.1.1 Schedule service delivery resources
8.6.3.4 Consolidate IT change (20844)
(20882)
8.6.3.5 Create and communicate deployment schedule
8.7.3.1.2 Maintain/optimize batch job
(20845)
schedule (20883)
8.6.3.6 Approve change/release deployment (20846)
8.7.3.1.3 Schedule change/release windows
8.6.3.7 Document IT change/release outcome (20847) (20884)
8.6.4 Implement technology solutions (20848) 8.7.3.1.4 Schedule/optimize backup and
8.6.4.1 Confirm hardware/software operational status archive activities (20885)
(20849) 8.7.3.1.5 Balance operational workloads
8.6.4.2 Confirm operational availability (20850) across available infrastructure
8.6.4.3 Execute internal IT implementation plan (20851) components (20886)

8.7.3.1.6 Determine specific problem support 8.7.6.2 Run and monitor batch job schedule (20907)
procedures (20887) 8.7.6.3 Manage service delivery workloads (20908)
8.7.4 Develop and manage infrastructure resource planning 8.7.6.4 Manage infrastructure performance and
(20888) capacity (20909)
8.7.4.1 Develop IT service delivery strategy (20889)
8.7.6.5 Respond to unplanned operational issues
8.7.4.2 Assess IT infrastructure business objectives (20910)
(20890)
8.7.6.6 Produce and distribute output media (20911)
8.7.4.3 Determine ongoing IT infrastructure capabilities
(20891) 8.7.6.7 Monitor IT infrastructure security (20912)
8.7.4.4 Plan IT infrastructure change (20892) 8.7.6.8 Manage IT infrastructure/data recovery (20913)
8.7.4.5 Plan and budget IT license usage volumes 8.7.7 Manage infrastructure resource administration (20914)
(20893) 8.7.7.1 Manage infrastructure configuration (20915)
8.7.5 Define service support planning (20895) 8.7.7.2 Perform infrastructure component maintenance
8.7.5.1 Understand IT support demand patterns (20896) (20916)
8.7.5.2 Determine required support resource levels, 8.7.7.3 Install/configure/upgrade infrastructure
responsibilities, and capabilities (20897) components (20917)
8.7.5.3 Maintain service support knowledge repository 8.7.7.4 Maintain IT asset records (20918)
(20898)
8.7.7.5 Administer IT licenses/user agreements (20919)
8.7.5.4 Maintain service support learning (20943)
8.7.7.6 Provide IT infrastructure service and
8.7.5.5 Communicate service support needs (20899)
capabilities (20920)
8.7.5.6 Define IT escalation mechanisms (20900)
8.7.8 Operate IT user support (20921)
8.7.5.7 Manage IT service support resources (20901)
8.7.8.1 Triage IT issues/requests (20922)
8.7.5.8 Coordinate with external support providers
(20902) 8.7.8.2 Provide IT resolution capabilities (20923)
8.7.5.9 Triage IT service delivery incidents (20903) 8.7.8.3 Manage IT user requests (20925)
8.7.5.10 Monitor IT service support performance 8.7.8.4 Escalate IT requests (20926)
(20904) 8.7.8.5 Resolve IT issues/requests (20927)
8.7.6 Develop and manage service delivery operations (20905) 8.7.8.6 Execute IT continuity and recovery action
8.7.6.1 Operate and monitor online systems (20906) (20928)
9.0 Manage Financial Resources (17058)
9.1 Perform planning and management accounting (10728) 9.2.2.4 Post receivable entries (10797)
9.1.1 Perform planning/budgeting/forecasting (10738) 9.2.2.5 Resolve customer billing inquiries (10798)
9.1.1.1 Develop and maintain budget policies and 9.2.3 Process accounts receivable (AR) (10744)
procedures (10771) 9.2.3.1 Establish AR policies (10799)
9.1.1.2 Prepare periodic budgets and plans (10772) 9.2.3.2 Receive/Deposit customer payments (10800)
9.1.1.3 Operationalize and implement plans to achieve 9.2.3.3 Apply cash remittances (10801)
budget (20135) 9.2.3.4 Prepare AR reports (10802)
9.1.1.4 Prepare periodic financial forecasts (10773) 9.2.3.5 Post AR activity to the general ledger (10803)
9.1.1.5 Perform variance analysis against forecasts and 9.2.4 Manage and process collections (10745)
budgets (20136) 9.2.4.1 Establish policies for delinquent accounts
9.1.2 Perform cost accounting and control (10739) (10804)
9.1.2.1 Perform inventory accounting (10774) 9.2.4.2 Analyze delinquent account balances (10805)
9.1.2.2 Perform profit center accounting (14057) 9.2.4.3 Correspond/Negotiate with delinquent accounts
9.1.2.3 Perform cost of sales analysis (10775) (10806)
9.1.2.4 Perform product costing (10776) 9.2.4.4 Discuss account resolution with internal parties
9.1.2.5 Perform variance analysis (10777) (10807)
9.1.2.6 Report on profitability (11175) 9.2.4.5 Process adjustments/write off balances (10808)
9.1.3 Perform cost management (10740) 9.2.4.6 Perform recovery workout (14007)
9.1.3.1 Determine key cost drivers (10778) 9.2.4.7 Manage default accounts (14008)
9.1.3.2 Measure cost drivers (10779) 9.2.5 Manage and process adjustments/deductions (10746)
9.1.3.3 Determine critical activities (10780) 9.2.5.1 Establish policies/procedures for adjustments
9.1.3.4 Manage asset resource deployment and (10809)
utilization (10781) 9.2.5.2 Analyze adjustments (10810)
9.1.4 Evaluate and manage financial performance (10741) 9.2.5.3 Correspond/Negotiate with customer (10811)
9.1.4.1 Assess customer and product profitability 9.2.5.4 Discuss resolution with internal parties (10812)
(10782) 9.2.5.5 Prepare chargeback invoices (10813)
9.1.4.2 Evaluate new products (10783) 9.2.5.6 Process related entries (10814)
9.1.4.3 Perform life cycle costing (10784) 9.3 Perform general accounting and reporting (10730)
9.1.4.4 Optimize customer and product mix (10785) 9.3.1 Manage financial policies and procedures (10747)
9.1.4.5 Track performance of new-customer and 9.3.1.1 Negotiate service-level agreements (10815)
product strategies (10786)
9.3.1.2 Establish accounting policies (10816)
9.1.4.6 Prepare activity-based performance measures
9.3.1.3 Publish accounting policies (20604)
(10787)
9.3.1.4 Establish common financial systems (10818)
9.1.4.7 Manage continuous cost improvement (10788)
9.3.2 Perform general accounting (10748)
9.2 Perform revenue accounting (10729)
9.3.2.1 Maintain chart of accounts (10819)
9.2.1 Process customer credit (10742) 9.3.2.2 Process journal entries (10820)
9.2.1.1 Establish credit policies (10789) 9.3.2.3 Process allocations (10821)
9.2.1.2 Analyze/Approve new account applications 9.3.2.4 Process period end adjustments (10822)
(10790)
9.3.2.5 Post and reconcile intercompany transactions
9.2.1.3 Analyze credit scoring history (14187) (10823)
9.2.1.4 Forecast credit scoring requirement (14188) 9.3.2.6 Reconcile general ledger accounts (10824)
9.2.1.5 Review existing accounts (10791) 9.3.2.7 Perform consolidations and process
9.2.1.6 Produce credit/collection reports (10792) eliminations (10825)
9.2.1.7 Reinstate or suspend accounts based on credit 9.3.2.8 Prepare trial balance (10826)
policies (10793) 9.3.2.9 Prepare and post management adjustments
9.2.2 Invoice customer (10743) (10827)
9.2.2.1 Maintain customer/product master files (10794) 9.3.3 Perform fixed-asset accounting (10749)
9.2.2.2 Generate customer billing data (10795) 9.3.3.1 Establish fixed-asset policies and procedures
9.2.2.3 Transmit billing data to customers (10796) (10828)

9.3.3.2 Maintain fixed-asset master data files (10829) 9.5.1.3
Analyze and report paid and unpaid leave
9.3.3.3 Process and record fixed-asset additions and (10855)
retires (10830) 9.5.1.4 Monitor regular, overtime, and other hours
9.3.3.4 Process and record fixed-asset adjustments, (10856)
enhancements, revaluations, and transfers 9.5.1.5 Analyze and report employee utilization (10857)
(10831) 9.5.2 Manage pay (10754)
9.3.3.5 Process and record fixed-asset maintenance 9.5.2.1 Enter employee time worked into payroll system
and repair expenses (10832) (10858)
9.3.3.6 Calculate and record depreciation expense 9.5.2.2 Maintain and administer employee earnings
(10833) information (10859)
9.3.3.7 Reconcile fixed-asset ledger (10834) 9.5.2.3 Maintain and administer applicable deductions
9.3.3.8 Track fixed-assets including physical inventory (10860)
(10835) 9.5.2.4 Monitor changes in tax status of employees
9.3.3.9 Provide fixed-asset data to support tax, (10861)
statutory, and regulatory reporting (10836) 9.5.2.5 Process and distribute payments (10862)
9.3.4 Perform financial reporting (10750) 9.5.2.6 Process and distribute manual checks (10863)
9.3.4.1 Prepare business unit financial statements 9.5.2.7 Process period-end adjustments (10864)
(10837)
9.5.2.8 Respond to employee payroll inquiries (10865)
9.3.4.2 Prepare consolidated financial statements
9.5.3 Manage and process payroll taxes (10755)
(10838)
9.5.3.1 Develop tax plan (14075)
9.3.4.3 Perform business unit reporting/review
management reports (10839) 9.5.3.2 Manage tax plan (14076)
9.3.4.4 Perform consolidated reporting/review of cost 9.5.3.3 Calculate and pay applicable payroll taxes
management reports (10840) (10866)
9.3.4.5 Prepare statements for board review (10841) 9.5.3.4 Produce and distribute employee annual tax
statements (10867)
9.3.4.6 Produce quarterly/annual filings and
shareholder reports (10842) 9.5.3.5 File regulatory payroll tax forms (10868)
9.3.4.7 Produce regulatory reports (10843) 9.6 Process accounts payable and expense reimbursements
9.3.4.8 Perform legal and management consolidation (10733)
(14074) 9.6.1 Process accounts payable (AP) (10756)
9.4 Manage fixed-asset project accounting (10731) 9.6.1.1 Verify AP pay file with purchase order vendor
master file (10869)
9.4.1 Perform capital planning and project approval (10751)
9.6.1.2 Maintain/Manage electronic commerce (10870)
9.4.1.1 Develop capital investment policies and
procedures (10844) 9.6.1.3 Audit invoices and key data in AP system
(10871)
9.4.1.2 Develop and approve capital expenditure plans
and budgets (10845) 9.6.1.4 Approve payments (10872)
9.4.1.3 Review and approve capital projects and fixed- 9.6.1.5 Process financial accruals and reversals (10873)
asset acquisitions (10846) 9.6.1.6 Process payables taxes (10874)
9.4.1.4 Conduct financial justification for project 9.6.1.7 Research/Resolve payable exceptions (10875)
approval (10847) 9.6.1.8 Process payments (10876)
9.4.2 Perform capital project accounting (10752) 9.6.1.9 Respond to AP inquiries (10877)
9.4.2.1 Create project account codes (10848) 9.6.1.10 Retain records (10878)
9.4.2.2 Record project-related transactions (10849) 9.6.1.11 Adjust accounting records (10879)
9.4.2.3 Monitor and track capital projects and budget 9.6.2 Process expense reimbursements (10757)
spending (10850) 9.6.2.1 Establish and communicate expense
9.4.2.4 Close/capitalize projects (10851) reimbursement policies and approval limits
9.4.2.5 Measure financial returns on completed capital (10880)
projects (10852) 9.6.2.2 Capture and report relevant tax data (10881)
9.5 Process payroll (10732) 9.6.2.3 Approve reimbursements and advances (10882)
9.5.1 Report time (10753) 9.6.2.4 Process reimbursements and advances (10883)
9.5.1.1 Establish policies and procedures (10853) 9.6.2.5 Manage personal accounts (10884)
9.5.1.2 Collect and record employee time worked 9.6.3 Manage corporate credit cards (20929)
(10854) 9.6.3.1 Establish corporate credit card policies and
approval limits (20930) 9.7.4.4 Manage issuer exposure (10910)
9.6.3.2 Establish corporate credit card policies and 9.7.4.5 Process and oversee debt and investment
(20931) transactions (10911)
9.6.3.3 Order corporate credit cards (20932) 9.7.4.6 Process and oversee foreign currency
9.6.3.4 Manage corporate credit card accounts (20933) transactions (10912)
9.6.3.5 Approve/Change credit limits (20934) 9.7.4.7 Produce debt and investment accounting
9.6.3.6 Cancel/Deactivate credit card (20935) transaction reports (10913)
9.7.4.8 Process and oversee interest rate transactions
9.7 Manage treasury operations (10734)
(14210)
9.7.1 Manage treasury policies and procedures (10758) 9.7.5 Monitor and execute risk and hedging transactions
9.7.1.1 Establish scope and governance of treasury (11208)
operations (10885) 9.7.5.1 Develop risk management/hedging strategy
9.7.1.2 Establish and publish treasury policies (10886) (12974)
9.7.1.3 Develop treasury procedures (10887) 9.7.5.2 Manage interest rate risk (11209)
9.7.1.4 Monitor treasury procedures (10888) 9.7.5.2.1 Manage interest rate market data
9.7.1.5 Audit treasury procedures (10889) (19575)
9.7.1.6 Revise treasury procedures (10890) 9.7.5.2.2 Determine interest rate exposure for
9.7.1.7 Develop and confirm internal controls for all markets (19576)
treasury (10891) 9.7.5.2.3 Determine interest rate hedge
9.7.1.8 Define system security requirements (10892) requirements in accordance with
9.7.2 Manage cash (10759) risk policy (19577)
9.7.2.1 Manage and reconcile cash positions (10893) 9.7.5.2.4 Execute interest rate trades (19578)
9.7.2.2 Manage cash equivalents (10894) 9.7.5.3 Manage foreign exchange risk (11210)
9.7.2.3 Process and oversee electronic fund transfers 9.7.5.3.1 Manage foreign exchange market
(EFTs) (10895) data (19579)
9.7.2.4 Develop cash flow forecasts (10896) 9.7.5.3.2 Determine foreign exchange
exposure for all currencies (19580)
9.7.2.5 Manage cash flows (10897)
9.7.2.6 Produce cash management accounting 9.7.5.3.3 Determine foreign exchange hedge
transactions and reports (10898) requirements in accordance with
risk policy (19581)
9.7.2.7 Manage and oversee banking relationships
(10899) 9.7.5.3.4 Execute foreign exchange trades
(19582)
9.7.2.8 Analyze, negotiate, resolve, and confirm bank
fees (10900) 9.7.5.3.5 Manage foreign exchange balance
sheet risk (19583)
9.7.3 Manage in-house bank accounts (10760)
9.7.5.4 Manage exposure risk (11211)
9.7.3.1 Manage in-house bank accounts for
subsidiaries (10901) 9.7.5.4.1 Determine current customer
exposures and limit exceptions
9.7.3.2 Manage and facilitate inter-company borrowing
(19584)
transactions (10902)
9.7.5.4.2 Resolve customer exposure limit
9.7.3.3 Manage centralized outgoing payments on
violations (19585)
behalf of subsidiaries (10903)
9.7.5.4.3 Manage customer collateral (19586)
9.7.3.4 Manage central incoming payments on behalf
of subsidiaries (10904) 9.7.5.4.4 Perform annual customer credit
reviews (19587)
9.7.3.5 Manage internal payments and netting
transactions (10905) 9.7.5.5 Execute hedging transactions (20137)
9.7.3.6 Calculate interest and fees for in-house bank 9.7.5.5.1 Measure physical positions (19588)
accounts (10906) 9.7.5.5.2 Establish hedges (19589)
9.7.3.7 Provide account statements for in-house bank 9.7.5.5.3 Unwind hedges (19590)
accounts (10907) 9.7.5.5.4 Evaluate and refine hedging
9.7.4 Manage debt and investment (10761) positions (11213)
9.7.4.1 Establish investment policy (14079) 9.7.5.5.5 Monitor credit (11215)
9.7.4.2 Manage financial intermediary relationships 9.7.5.6 Produce hedge accounting transactions and
(10908) reports (11214)
9.7.4.3 Manage liquidity (10909) 9.7.6 Manage financial fraud/dispute cases (16958)

9.8 Manage internal controls (10735) strategy (10927)
9.8.1 Establish internal controls, policies, and procedures 9.9.1.2 Consolidate and optimize total tax plan (10928)
(10762) 9.9.1.3 Maintain tax master data (10929)
9.8.1.1 Establish board of directors and audit 9.9.2 Process taxes (10766)
committee (10914) 9.9.2.1 Perform tax planning/strategy (10930)
9.8.1.2 Define and communicate code of ethics (10915) 9.9.2.2 Prepare tax returns (10931)
9.8.1.3 Assign roles and responsibility for internal 9.9.2.3 Prepare foreign taxes (10932)
controls (10916)
9.9.2.4 Calculate deferred taxes (10933)
9.8.1.4 Define business process objectives and risks
9.9.2.5 Account for taxes (10934)
(11250)
9.8.1.5 Define entity/unit risk tolerances (11251) 9.9.2.6 Monitor tax compliance (10935)
9.8.2 Operate controls and monitor compliance with internal 9.9.2.7 Address tax inquiries (10936)
controls policies and procedures (10763) 9.10 Manage international funds/consolidation (10737)
9.8.2.1 Design and implement control activities (10917) 9.10.1 Monitor international rates (10767)
9.8.2.2 Monitor control effectiveness (10918) 9.10.2 Manage transactions (10768)
9.8.2.3 Remediate control deficiencies (10919) 9.10.3 Monitor currency exposure/hedge currency (10769)
9.8.2.4 Create compliance function (10920)
9.10.4 Report results (10770)
9.8.2.5 Operate compliance function (10921)
9.11 Perform global trade services (17059)
9.8.2.6 Implement and maintain controls-related
enabling technologies and tools (10922) 9.11.1 Screen sanctioned party list (14090)
9.8.3 Report on internal controls compliance (10764) 9.11.2 Control exports and imports (14091)
9.8.3.1 Report to external auditors (10923) 9.11.3 Classify products (14092)
9.8.3.2 Report to regulators, share-/debt-holders, 9.11.4 Perform currency conversion (19593)
securities exchanges, etc. (10924) 9.11.5 Calculate duty (14093)
9.8.3.3 Report to third parties (10925) 9.11.6 Communicate with customs (14094)
9.8.3.4 Report to internal management (10926) 9.11.7 Document trade (14095)
9.9 Manage taxes (10736) 9.11.8 Process trade preferences (14096)
9.9.1 Develop tax strategy and plan (10765) 9.11.9 Handle restitution (14097)
9.9.1.1 Develop foreign, national, state, and local tax 9.11.10 Prepare letter of credit (14098)
10.0 Acquire, Construct, and Manage Assets (19207)
10.1 Plan and acquire assets (10937) 10.1.4 Manage facilities operations (10949)
10.1.1 Develop property strategy and long term vision (10941) 10.1.4.1 Relocate people (10965)
10.1.1.1 Confirm alignment of property requirements 10.1.4.2 Relocate material and tools (10966)
with business strategy (10955) 10.2 Design and construct productive assets (19208)
10.1.1.2 Appraise the external environment (10956)
10.2.1 Manage capital program for productive assets (19209)
10.1.1.3 Determine build or buy decision (10957)
10.2.1.1 Define capital investment plan (19210)
10.1.2 Plan facility (10943)
10.2.1.2 Monitor capital program (19211)
10.1.2.1 Design facility (10958)
10.2.1.3 Secure construction financing (19212)
10.1.2.2 Analyze budget (10959)
10.2.2 Design and plan asset construction (20139)
10.1.2.3 Select property (10960)
10.2.2.1 Develop construction strategy (19220)
10.1.2.4 Negotiate terms for facility (10961)
10.1.2.5 Manage construction or modification to building 10.2.2.2 Perform construction performance management
(10962) (11276)
10.1.3 Provide workspace and facilities (10944) 10.2.2.3 Obtain construction permissions (19221)
10.1.3.1 Acquire workspace and facilities (10963) 10.2.2.4 Design assets (19222)
10.1.3.2 Change fit/form/function of workspace 10.2.2.5 Plan construction resources (19223)
andfacilities (10964) 10.2.3 Schedule and perform construction work (19229)
10.2.3.1 Schedule construction work (19230) 10.3.2.2 Obtain required resources (19247)
10.2.3.2 Obtain resources (19231) 10.3.2.3 Undertake quality control (19248)
10.2.3.3 Construct new assets (19232) 10.3.2.4 Update work and asset records (19249)
10.2.3.4 Augment existing assets (19233) 10.3.2.5 Manage maintenance work safety (19250)
10.2.3.5 Renew/Replace assets (19234) 10.3.2.6 Define maintenance performance targets
10.2.4 Manage asset construction (19224) (19251)
10.2.4.1 Monitor work performance (19225) 10.3.2.7 Monitor maintenance performance against
10.2.4.2 Undertake construction quality control (19226) targets/contracts (19252)
10.2.4.3 Create work and asset records (19227) 10.3.3 Perform asset maintenance (19253)
10.2.4.4 Manage safety, security, and access to sites 10.3.3.1 Perform preventative asset maintenance
(19228) (10947)
10.3 Maintain productive assets (19238) 10.3.3.2 Perform routine asset maintenance (19254)
10.3.1 Plan asset maintenance (19239) 10.3.3.3 Perform corrective asset maintenance and
10.3.1.1 Develop maintenance strategies (19240) repairs (19255)
10.3.1.2 Analyze assets and predict maintenance 10.3.3.4 Identify unplanned maintenance requirements
requirements (10967) (19256)
10.3.1.3 Specify maintenance policies (19241) 10.3.3.5 Perform unplanned maintenance and repairs
10.3.1.4 Integrate preventive maintenance into (19257)
operations schedule (10968) 10.4 Dispose of assets (10940)
10.3.1.5 Identify work management tasks & priorities
10.4.1 Develop exit strategy (10952)
(19242)
10.4.2 Decomission productive assets (19258)
10.3.1.6 Conduct resource planning (19243)
10.3.1.7 Create work plans (19244) 10.4.3 Perform sale or trade (10953)
10.3.2 Manage asset maintenance (19245) 10.4.4 Perform abandonment (10954)
10.3.2.1 Schedule maintenance work (19246) 10.4.5 Perform waste and hazardous goods management (16970)
11.0 Manage Enterprise Risk, Compliance,

Remediation, and Resiliency (16437)
11.1 Manage enterprise risk (17060) 11.1.2.4 Verify business unit and functional risk
mitigation plans are implemented (16449)
11.1.1 Establish the enterprise risk framework and policies
(16439) 11.1.2.5 Ensure risks and risk mitigation actions are
monitored (16450)
11.1.1.1 Determine risk tolerance for organization
(16440) 11.1.2.6 Report on enterprise risk activities (16451)
11.1.1.2 Develop and maintain enterprise risk policies 11.1.2.7 Coordinate business unit and functional risk
and procedures (16441) management activities (16452)
11.1.1.3 Identify and implement enterprise risk 11.1.2.8 Ensure that each business unit/function follows
management tools (16442) the enterprise risk management process (16453)
11.1.1.4 Coordinate the sharing of risk knowledge 11.1.2.9 Ensure that each business unit/function follows
across the organization (16443) the enterprise risk reporting process (16454)
11.1.1.5 Prepare and report enterprise risk to executive 11.1.3 Manage business unit and function risk (17462)
management and board (16444) 11.1.3.1 Identify risks (16456)
11.1.2 Oversee and coordinate enterprise risk management 11.1.3.2 Assess risks using enterprise risk framework
activities (16445) policies and procedures (16457)
11.1.2.1 Identify enterprise level risks (16446) 11.1.3.3 Develop mitigation plans for risks (16458)
11.1.2.2 Assess risks to determine which to mitigate 11.1.3.3.1 Assess adequacy of insurance
(16447) coverage (18129)
11.1.2.3 Develop risk mitigation and management 11.1.3.4 Implement mitigation plans for risks (16459)
strategy and integrate with existing 11.1.3.5 Monitor risks (16460)
performance management processes (16448) 11.1.3.6 Analyze risk activities and update plans (16461)

11.1.3.7 Report on risk activities (16462) 11.2.2.8 Compile and communicate internal and
11.2 Manage compliance (17467) regulatory compliance reports (19596)
11.2.1 Establish compliance framework and policies (17468) 11.2.2.9 Maintain relationships with regulators as
11.2.1.1 Develop enterprise compliance policies and appropriate (16470)
procedures (17469)
11.2.1.2 Implement enterprise compliance activities 11.3 Manage remediation efforts (11185)
(17470)
11.3.1 Create remediation plans (11201)
11.2.1.3 Manage internal audits (14133)
11.2.1.4 Maintain controls-related technologies and 11.3.2 Contact and confer with experts (11202)
tools (14137)
11.3.3 Identify/dedicate resources (11203)
11.2.2 Manage regulatory compliance (16463)
11.2.2.1 Develop regulatory compliance procedures 11.3.4 Investigate legal aspects (11204)
(16464) 11.3.5 Investigate damage cause (11205)
11.2.2.2 Identify applicable regulatory requirements
(16465) 11.3.6 Amend or create policy (11206)
11.2.2.3 Monitor the regulatory environment for 11.4 Manage business resiliency (11216)
changing or emerging regulations (16466)
11.2.2.4 Assess current compliance position and identify 11.4.1 Develop the business resilience strategy (11221)
weaknesses or shortfalls therein (16467)
11.4.2 Perform continuous business operations planning (11222)
11.2.2.5 Implement missing or stronger regulatory
compliance controls and policies (16468) 11.4.3 Test continuous business operations (11223)
11.2.2.6 Monitor and test regulatory compliance position 11.4.4 Maintain continuous business operations (11224)
and existing controls (16469)
11.2.2.7 Compile and communicate compliance 11.4.5 Share knowledge of specific risks across other parts of
scorecard(s) (19595) the organization (16471)
12.0 Manage External Relationships (10012)
12.1 Build investor relationships (11010) 12.2.3.3 Extend or change the relationships (12881)
12.1.1 Plan, build, and manage lender relations (11035) 12.2.4 Manage lobby activities (11041)
12.1.2 Plan, build, and manage analyst relations (11036) 12.3 Manage relations with board of directors (11012)
12.1.3 Communicate with shareholders (11037) 12.3.1 Report financial results (11042)
12.2 Manage government and industry relationships (11011) 12.3.2 Report audit findings (11043)
12.2.1 Manage government relations (11038) 12.4 Manage legal and ethical issues (11013)
12.2.1.1 Assess relationships (12869) 12.4.1 Create ethics policies (11044)
12.2.1.2 Appoint responsible executives (12870) 12.4.2 Manage corporate governance policies (11045)
12.2.1.3 Monitor relationships (12871) 12.4.3 Develop and perform preventive law programs (11046)
12.2.1.4 Receive input from internal advisors (12872) 12.4.4 Ensure compliance (11047)
12.2.1.5 Receive input from external advisors (12873) 12.4.4.1 Plan and initiate compliance program (11053)
12.2.1.6 Liaise with authorities (12874) 12.4.4.2 Execute compliance program (11054)
12.2.2 Manage relations with quasi-government bodies (11039) 12.4.5 Manage outside counsel (11048)
12.2.2.1 Establish relationships with agencies (12875) 12.4.5.1 Assess problem and determine work
12.2.2.2 Respond to audit inquiries (12876) requirements (11056)
12.2.2.3 Maintain documentation of contacts (12877) 12.4.5.2 Engage/Retain outside counsel if necessary
12.2.2.4 Plan and manage meetings (12878) (11057)
12.2.3 Manage relations with trade or industry groups (11040) 12.4.5.3 Receive strategy/budget (11058)
12.2.3.1 Evaluate the requirements for strategic 12.4.5.4 Receive work product and manage/monitor
relationships (12879) case and work performed (11059)
12.2.3.2 Monitor the success of the partnerships (12880) 12.4.5.5 Process payment for legal services (11060)
12.4.5.6 Track legal activity/performance (11061) 12.4.8 Provide legal advice/counseling (11051)
12.4.6 Protect intellectual property (11049) 12.4.9 Negotiate and document agreements/contracts (11052)
12.4.6.1 Manage copyrights, patents, and trademarks 12.5 Manage public relations program (11014)
(11062)
12.4.6.2 Maintain intellectual property rights and 12.5.1 Manage community relations (11066)
restrictions (11063) 12.5.2 Manage media relations (11067)
12.4.6.3 Administer licensing terms (11064) 12.5.3 Promote political stability (11068)
12.4.6.4 Administer options (11065) 12.5.4 Create press releases (11069)
12.4.7 Resolve disputes and litigations (11050) 12.5.5 Issue press releases (11070)
13.0 Develop and Manage Business Capabilities (10013)
13.1 Manage business processes (16378) 13.2.1 Manage portfolio (16401)

13.1.1 Establish and maintain process management governance 13.2.1.1 Establish portfolio strategy (16402)
(16379) 13.2.1.2 Define portfolio governance (16403)
13.1.1.1 Define and manage governance approach 13.2.1.3 Monitor and control portfolio (16404)
(16380) 13.2.2 Manage programs (16405)
13.1.1.2 Establish and maintain process tools and 13.2.2.1 Establish program structure and approach
templates (16381) (16406)
13.1.1.3 Assign and support process ownership (16382) 13.2.2.2 Manage program stakeholders and partners
13.1.1.4 Perform process governance activities (16383) (16407)
13.1.2 Define and manage process frameworks (16384) 13.2.2.3 Manage program execution (16408)
13.1.2.1 Establish and maintain process framework 13.2.2.4 Review and report program performance
(163850) (16409)
13.1.2.2 Identify cross-functional processes (16386) 13.2.3 Manage projects (16410)
13.1.3 Define processes (16387) 13.2.3.1 Establish project scope (16411)
13.1.3.1 Scope processes (16388) 13.2.3.1.1 Identify project requirements and
13.1.3.2 Analyze processes (16389) objectives (11117)
13.1.3.2.1 Identify published best practices 13.2.3.1.2 Identify project resource
(20140) requirements (16412)
13.1.3.3 Identify and denote process control points 13.2.3.1.3 Assess culture and readiness for
(21452) project management approach
(11118)
13.1.3.4 Model and document processes (16390)
13.2.3.1.4 Create business case (11120)
13.1.3.5 Publish processes (16391)
13.2.3.1.5 Develop project measures and
13.1.4 Manage process performance (16392)
indicators (11121)
13.1.4.1 Provide process training (16393)
13.2.3.1.6 Prioritize and select projects for the
13.1.4.2 Support process execution (16394) portfolio (21454)
13.1.4.3 Measure and report process performance 13.2.3.2 Develop project plans (16413)
(16395)
13.2.3.2.1 Define roles and resources (11123)
13.1.4.3.1 Identify additional metrics as
13.2.3.2.2 Aquire/secure project resources
required (20141) (20142)
13.1.5 Improve processes (21453) 13.2.3.2.3 Identify specific IT requirements
13.1.5.1 Identify and select improvement opportunities (11124)
(16397) 13.2.3.2.4 Create training and communication
13.1.5.2 Select process improvement methodology plans (11125)
(11138) 13.2.3.2.5 Design recognition and reward
13.1.5.3 Manage improvement projects (16398) approaches (11127)
13.1.5.4 Perform continuous improvement activities 13.2.3.2.6 Design and plan launch of project
(16399) (11128)
13.2 Manage portfolio, program, and project (16400) 13.2.3.2.7 Deploy the project (11129)

13.2.3.3 Execute projects (16414) 13.3.2.2.1 Assess sample significance (17488)
13.2.3.3.1 Evaluate impact of project 13.3.2.2.2 Summarize result(s) (17489)
management (strategy and projects) 13.3.2.2.3 Recommend actions (17490)
on measures and outcomes (11131) 13.3.2.2.4 Decide next steps (17491)
13.2.3.3.2 Report the status of project (16415) 13.3.3 Manage non-conformance (17492)
13.2.3.3.3 Manage project scope (16416) 13.3.3.1 Assess potential impact (17493)
13.2.3.3.4 Promote and sustain activity and 13.3.3.2 Determine immediate action(s) (17494)
involvement (11132)
13.3.3.3 Identify root cause(s) (17495)
13.2.3.3.5 Realign and refresh project
13.3.3.4 Take corrective or preventative action (17496)
management strategy and
approaches (11133) 13.3.3.5 Close non-conformance (17497)
13.2.3.4 Execute projects (16414) 13.3.4 Implement and maintain the enterprise quality
management system (EQMS) (17498)
13.2.3.4.1 Evaluate impact of
project management 13.3.4.1 Define the quality strategy (17499)
(strategy and projects) on measures 13.3.4.2 Plan and deploy the EQMS scope, targets, and
and outcomes (11131) goals (17500)
13.2.3.4.2 Report the status of project (16415) 13.3.4.3 Identify core EQMS processes, controls, and
metrics (17501)
13.2.3.4.3 Manage project scope (16416)
13.3.4.4 Develop and document EQMS policies,
13.2.3.4.4 Promote and sustain activity and
procedures, standards, and measures (17502)
involvement (11132)
13.3.4.5 Assess the EQMS performance (17503)
13.2.3.4.5 Conduct Project Reviews with
Program Managers and other 13.3.4.6 Create environment and capability for EQMS
stakeholders (21455) improvement(s) (17504)
13.2.3.4.6 Realign and refresh project 13.3.4.6.1 Reward quality excellence (17505)
management strategy and 13.3.4.6.2 Create and maintain quality
approaches (11133) partnerships (17506)
13.2.3.4.7 Adjust project plan as needed 13.3.4.6.3 Maintain talent capabilities and
(21456) competencies (17507)
13.2.3.5 Review and report project performance (16417) 13.3.4.6.4 Incorporate EQMS messaging into
13.2.3.6 Close projects (16418) communication channels (17508)
13.3.4.6.5 Assure independent EQMS
13.3 Manage enterprise quality (17471)
management access to appropriate
13.3.1 Establish quality requirements (17472) authority in the organization (17509)
13.3.1.1 Define critical-to-quality characteristics (17473) 13.3.4.6.6 Transfer proven EQMS methods
13.3.1.2 Define preventive quality activities (17474) (17510)
13.3.1.3 Develop quality controls (17475) 13.4 Manage change (11074)
13.3.1.3.1 Define process steps for controls (or 13.4.1 Plan for change (21457)
integration points) (17476)
13.4.1.1 Determine stakeholders (11140)
13.3.1.3.2 Define sampling plan (17477)
13.4.1.2 Assess readiness for change (11139)
13.3.1.3.3 Identify measurement methods
13.4.1.3 Identify change champion(s) (11141)
(17478)
13.4.1.4 Form design team (11142)
13.3.1.3.4 Define required competencies
(17479) 13.4.1.5 Define scope (11143)
13.3.1.4 Prove capability to assess compliance with 13.4.1.6 Understand current state (11144)
requirements (17480) 13.4.1.7 Define future state (11145)
13.3.1.5 Finalize quality plan (17481) 13.4.1.8 Conduct organizational risk analysis (11146)
13.3.2 Evaluate performance to requirements (17482) 13.4.1.9 Assess cultural context (11147)
13.3.2.1 Test against quality plan (17483) 13.4.1.10 Identify impacted groups (20143)
13.3.2.1.1 Conduct test and collect data 13.4.1.11 Determine degree/extent of impact (20144)
(17484) 13.4.1.12 Establish accountability for change
13.3.2.1.2 Record result(s) (17485) management (11148)
13.3.2.1.3 Determine disposition of result(s) 13.4.1.13 Identify barriers to change (11149)
(17486) 13.4.1.14 Determine change enablers (11150)
13.3.2.2 Assess results of tests (17487) 13.4.1.15 Identify resources and develop measures
(11151) 13.5.3.1 Develop new KM approaches
13.4.2 Design the change (11135) (11114)
13.4.2.1 Assess connection to other initiatives (11152) 13.5.3.2 Design resource model for KM
13.4.2.2 Develop change management plans (11153) approaches (20966)
13.4.2.3 Develop training plan (11154) 13.5.3.3 Implement new KM approaches
(11115)
13.4.2.4 Develop communication plan (11155)
13.5.3.4 Leverage and enhance IT for KM
13.4.2.5 Assign change champion(s) (20145)
approaches (20967)
13.4.2.6 Develop rewards/incentives plan (11156) 13.5.3.5 Develop measures (20968)
13.4.2.7 Establish change adoption measures (11157) 13.5.4 Evolve and sustain KM capabilities (20969)
13.4.2.8 Establish/Clarify new roles (11158) 13.5.4.1 Enhance/Modify existing KM
13.4.2.9 Identify budget/roles (11159) approaches (11113)
13.4.3 Implement change (11136) 13.5.4.2 Sustain awareness and engagement
13.4.3.1 Create commitment for improvement/change (20970)
(11160) 13.5.4.3 Expand KM infrastructure to meet
13.4.3.2 Reengineer business processes and systems demand (20971)
(11161) 13.6 Measure and benchmark (16436)
13.4.3.3 Support transition to new roles or exit
13.6.1 Create and manage organizational performance strategy
strategies for incumbents (11162)
(11071)
13.4.3.4 Monitor change (11163)
13.6.1.1 Create enterprise measurement systems model
13.4.3.5 Report on change (20146) (11075)
13.4.4 Sustain improvement (11137) 13.6.1.2 Measure process efficiency (11076)
13.4.4.1 Monitor improved process performance (11164) 13.6.1.3 Measure cost effectiveness (11077)
13.4.4.2 Capture and reuse lessons learned from change 13.6.1.4 Measure staff productivity (11078)
process (11165)
13.6.1.5 Measure cycle time (11079)
13.4.4.3 Take corrective action as necessary (11166)
13.6.1.6 Measure process value (21458)
13.5 Develop and manage enterprise-wide knowledge 13.6.2 Benchmark performance (11072)
management (KM) capability (11073)
13.6.2.1 Conduct performance assessments (11083)
13.5.1 Develop KM strategy (11095) 13.6.2.2 Develop benchmarking capabilities (11084)
13.5.1.1 Develop governance model with 13.6.2.3 Conduct internal process and external
roles and accountability (11100) competitive benchmarking (11085)
13.5.1.2 Define roles and accountability of 13.6.2.4 Conduct gap analysis (11087)
core group versus operating units 13.6.2.5 Establish need for change (11088)
(11102)
13.6.3 Evaluate process performance (20147)
13.5.1.3 Develop funding models (11103)
13.6.3.1 Establish appropriate performance indicators
13.5.1.4 Identify links to key initiatives (measures) (10270)
(11104)
13.6.3.2 Establish monitoring frequency (10271)
13.5.1.5 Develop core KM methodologies
13.6.3.3 Collect performance data (20148)
(11105)
13.6.3.4 Calculate performance measures (10272)
13.5.1.6 Assess IT needs and engage IT
function (11106) 13.6.3.5 Identify performance trends (10273)
13.5.1.7 Develop training and communication 13.6.3.6 Analyze performance against benchmark data
plans (11107) (10274)
13.5.1.8 Develop change management 13.6.3.7 Prepare reports (10275)
approaches (11108) 13.6.3.8 Develop performance improvement plan (10276)
13.5.1.9 Develop strategic measures and 13.7 Manage environmental health and safety (EHS) (11179)
indicators (11109) 13.7.1 Determine environmental health and safety impacts
13.5.2 Assess KM capabilities (11096) (11180)
13.5.2.1 Assess maturity of existing KM 13.7.1.1 Evaluate environmental impact of products,
initiatives (11110) services, and operations (11186)
13.5.2.2 Evaluate existing KM approaches (11111) 13.7.1.2 Conduct health and safety and environmental
13.5.2.3 Identify gaps and needs (11112) audits (11187)
13.5.3 Design and implement KM capabilities (20965) 13.7.2 Develop and execute functional EHS program (11181)

13.7.2.1 Identify regulatory and stakeholder 13.7.4.5 Provide employees with EHS support (11195)
requirements (11188)
13.8 Develop, Manage, and Deliver Analytics (20959)
13.7.2.2 Assess future risks and opportunities (11189)
13.7.2.3 Create EHS policy (11190) 13.8.1 Identify needs from stakeholders (21459)
13.7.2.4 Record and manage EHS events (11191) 13.8.2 Scope analytics project (21460)
13.7.3 Train and educate functional employees (11182) 13.8.3 Develop and manage hypotheses (20960)
13.7.3.1 Communicate EHS issues to stakeholders and 13.8.4 Collect data (20961)
provide support (11192) 13.8.5 Prepare data (21461)
13.7.4 Monitor and manage functional EHS management 13.8.6 Analyze data (20962)
program (11183)
13.8.7 Create data models (21462)
13.7.4.1 Manage EHS costs and benefits (11193)
13.8.8 Review data models with stakeholders (21463)
13.7.4.2 Measure and report EHS performance (11194)
13.7.4.3 Implement emergency response program 13.8.9 Refine data models (21464)
(11196) 13.8.10 Report on analysis (20963)
13.7.4.4 Implement pollution prevention program (11197) 13.8.11 Identify remedial actions (20964)
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CROS S INDUS TRY PROCE S S

CL A S SIFIC AT ION FR AME WORK®

organizational performance within and among

process management and benchmarking,

processes into 13 enterprise-level categories,

its associated measures, and definitions are

THE FRAMEWORK FOR

Version 7.3.0 • April 2022 1

LOOKING FORWARD work, and succeed in a competitive marketplace. With a focus

PROCESS CLASSIFICATION FRAMEWORK® TABLE OF CONTENTS

COPYRIGHT AND ATTRIBUTION

PROCESS ELEMENT NUMBERING SCHEME

Version 7.3.0 • April 2022 3

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Version 7.3.0 • April 2022 9

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5.1 Establish service delivery governance and strategies

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6.1 Develop customer care/customer service strategy (10378) redressal (19072)

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8.1 Develop and manage IT customer relationships (20608) services (20647)

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10.0 Acquire, Construct, and Manage Assets (19207)

11.0 Manage Enterprise Risk, Compliance,

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12.0 Manage External Relationships (10012)

13.0 Develop and Manage Business Capabilities (10013)

13.1 Manage business processes (16378) 13.2.1 Manage portfolio (16401)

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Permission granted to photocopy for personal use. ©2019 APQC

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