AEROSPACE AND DEFENSE

PROCE S S CL A S SIFIC AT ION FR AME WORK®

Version 7.2.1

AEROSPACE AND DEFENSE PCF

OVERVIEW OPERATING PROCESSES

Based on the renowned Process Classification 1.0 >>> 2.0 >>> 3.0 >>> 4.0 >>> 5.0 >>> 6.0
Framework® (PCF), The Aerospace and Develop
Vision
Develop and
Manage Products
Market
and Sell
Deliver
Physical Products
Deliver
Services
Manage
Customer
Defense PCF® is customized to define and
Strategy
and Services Products and
Services
Service

processes used within organizations around

the world. Version 7.2.1 of the The Aerospace
and Defense PCF® includes changes to make MANAGEMENT AND SUPPORT PROCESSES

it compliant with the most recent information 7.0 Develop and Manage Human Capital

in Aerospace and Defense PCF® v 7.0.5.

8.0 Manage Information Technology
This version of the PCF was developed in
conjunction with IBM and contains feedback 9.0 Manage Financial Resources

from a variety of individuals within the

10.0 Acquire, Construct, and Manage Assets
industry. APQC provided much of the subject
matter expertise to create this industry 11.0 Manage Enterprise Risk, Compliance, Remediation, and Resiliency

specific process classification framework.

12.0 Manage External Relationships

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 7.2.1-en-AD • April 2020 1

 PROCESS CLASSIFICATION FRAMEWORK® TABLE OF CONTENTS

LOOKING FORWARD
The cross-industry and industry Process Classification training, and tools they need to succeed. Founded in 1977, APQC
Frameworks are evolving models, which APQC will continue is a member-based non profit serving organizations around the
to enhance and improve regularly. Thus, APQC encourages world in all sectors of business, education, and government.
comments, suggestions, and more importantly, the sharing of APQC is also a proud winner of the 2003, 2004, 2008, 2012, and
insights from having applied the PCF within your organization. 2013 North American Most Admired Knowledge Enterprises
Share your suggestions and experiences with the PCF by (MAKE) awards. This award is based on a study by Teleos, a
e-mailing pcf_feedback@apqc.org. European-based research firm, and the KNOW network.

ABOUT APQC ABOUT IBM

An internationally recognized resource for process and At IBM, we collaborate with our clients, bringing together
performance improvement, APQC helps organizations adapt to business insight, advanced research and technology to give them
rapidly changing environments, build new and better ways to a distinct advantage in today’s rapidly changing environment.
work, and succeed in a competitive marketplace. With a focus Through our integrated approach to business design and
on productivity, knowledge management, benchmarking, and execution, we help turn strategies into action. And with expertise
quality improvement initiatives, APQC works with its member in 17 industries and global capabilities that span 170 countries,
organizations to identify best practices; discover effective we can help clients anticipate change and profit from new
methods of improvement; broadly disseminate findings; and opportunities. For more information, visit www.ibm.com/services/
connect individuals with one another and the knowledge, gbs.

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 9
4.0 Deliver Physical Products 14
5.0 Deliver Services 19
6.0 Manage Customer Service 20
7.0 Develop and Manage Human Capital 22
8.0 Manage Information Technology (IT) 24
9.0 Manage Financial Resources 29
10.0 Acquire, Construct, and Manage Assets 33
11.0 Manage Enterprise Risk, Compliance, Remediation, and Resiliency 35
12.0 Manage External Relationships 36
13.0 Develop and Manage Business Capabilities 37

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 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., (10002),
(17040), (16792), (16795), (16796) 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.

COPYRIGHT AND ATTRIBUTION

APQC and IBM hereby grant you (and, in the case of organizations, your members) a limited, non-exclusive, non-transferable, non-sublicensable
license to use, publish, copy, disseminate, display, perform and create derivative works from the APQC/IBM Industry PCFs, provided that (a) you
use such Industry PCF(s) only within your organization and do not disseminate it to any third party, and (b) you include the following copyright
acknowledgement in all copies of such Industry PCF(s) and all derivatives:

• “This Industry Process Classification Framework was jointly developed by APQC and IBM to facilitate improvement through
process management and benchmarking. ©2018 APQC and IBM. ALL RIGHTS RESERVED.”

Under no circumstance may you (or anyone on your behalf) impose a royalty, fee or any other consideration to a third party for use of the APQC/
IBM Industry PCFs.

Version 7.2.1-en-AD • April 2020 3

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 economic trends (10022)
operating model business elements
1.1.1.4 Identify political and regulatory issues (10023) that require change (13289)
1.1.1.5 Assess new technology innovations (10024) 1.2.2.2.2 Identify implications for key
1.1.1.6 Analyze demographics (10025) technology aspects (13290)
1.1.1.7 Identify social and cultural changes (10026) 1.2.2.3 Develop B2B strategy (16800)
1.1.1.8 Identify ecological concerns (10027) 1.2.2.3.1 Develop service as a product
1.1.1.9 Identify intellectual property concerns (16790) strategy (16801)
1.1.1.10 Evaluate IP acquisition options (16791) 1.2.2.4 Develop B2C strategy (16802)
1.1.2 Survey market and determine customer needs and wants 1.2.2.5 Develop partner/alliance strategy (16803)
(10018) 1.2.2.6 Develop merger/demerger/acquisition/exit
1.1.2.1 Conduct qualitative/quantitative research and strategy (16805)
assessments (10028) 1.2.2.7 Develop innovation strategy (16806)
1.1.2.2 Capture customer needs and wants (19946) 1.2.2.8 Develop sustainability strategy (14189)
1.1.2.3 Assess customer needs and wants (19947) 1.2.2.9 Develop global support strategy (19950)
1.1.2.4 Model customer, fleets, and aircraft demand 1.2.2.10 Develop shared services strategy (19951)
(19693) 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 outsourcing strategy (19695)
1.1.3.2 Analyze internal operations (19948) 1.2.2.13 Develop innovation strategy and framework
1.1.3.3 Create baselines for current processes (10031) (19952)
1.1.3.4 Analyze systems and technology (10032) 1.2.3 Select long-term business strategy (10039)
1.1.3.5 Analyze financial health (10033) 1.2.4 Coordinate and align functional and process strategies
1.1.3.6 Identify core competencies (10034) (10040)
1.1.4 Establish strategic vision (10020) 1.2.5 Create organizational design (10041)
1.1.4.1 Define the strategic vision (19949) 1.2.5.1 Evaluate breadth and depth of organizational
1.1.4.2 Align stakeholders around strategic vision (10035) structure (10049)
1.1.4.3 Communicate strategic vision to stakeholders 1.2.5.2 Perform job-specific roles mapping and value-
(10036) added analyses (10050)
1.1.5 Conduct organization restructuring opportunities (16792) 1.2.5.3 Develop role activity diagrams to assess hand-
1.1.5.1 Identify restructuring opportunities (16793) off activity (10051)
1.1.5.2 Perform due-diligence (16794) 1.2.5.4 Perform organization redesign workshops
(10052)
1.1.5.3 Analyze deal options (16795)
1.2.5.5 Design the relationships between
1.1.5.3.1 Evaluate acquisition options (16796)
organizational units (10053)
1.1.5.3.2 Evaluate merger options (16797)
1.2.5.6 Develop role analysis and activity diagrams for
1.1.5.3.3 Evaluate de-merger options (16798) key processes (10054)
1.1.5.3.4 Evaluate divesture options (16799) 1.2.5.7 Assess organizational implication of feasible
1.2 Develop business strategy (10015) alternatives (10055)
1.2.1 Develop overall mission statement (10037) 1.2.5.8 Migrate to new organization (10056)
1.2.1.1 Define current business (10044) 1.2.6 Develop and set organizational goals (10042)
1.2.1.2 Formulate mission (10045) 1.2.6.1 Identify organizational goals (19953)
1.2.1.3 Communicate mission (10046) 1.2.6.2 Establish baseline metrics (19954)
1.2.2 Define and evaluate strategic options to achieve the 1.2.6.3 Monitor performance against goals (19955)
objectives (10038) 1.2.7 Formulate business unit strategies (10043)
1.2.2.1 Define strategic options (10047) 1.2.7.1 Analyze business unit strategies (19956)

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 1.2.7.2 Identify core competency for each business unit 1.3.1.2 Develop strategic initiatives based on business/
(19957) customer value (19976)
1.2.7.3 Refine business unit strategies in support of 1.3.1.3 Review with stakeholders (19977)
company strategy (19958) 1.3.2 Evaluate strategic initiatives (10058)
1.2.8 Develop customer experience strategy (19959) 1.3.2.1 Determine business value for each strategic
1.2.8.1 Assess customer experience (19960) priority (19978)
1.2.8.1.1 Identify and review customer 1.3.2.2 Determine the customer value for each
touchpoints (19961) strategic priority (19979)
1.2.8.1.2 Assess customer experience across 1.3.3 Select strategic initiatives (10059)
touchpoints (19962) 1.3.3.1 Prioritize strategic initiatives (19980)
1.2.8.1.3 Perform root cause analysis of 1.3.3.2 Communicate strategic initiatives to business
problematic customer experiences units and stakeholders (19981)
(19963)
1.3.4 Establish high-level measures (10060)
1.2.8.2 Design customer experience (19964)
1.3.4.1 Identify business value drivers (19982)
1.2.8.2.1 Define and manage personas (16612)
1.3.4.2 Establish baselines for business value drivers
1.2.8.2.2 Create customer journey maps (19965)
(19983)
1.2.8.2.3 Define single view of the customer
1.3.4.3 Monitor performance against baselines (19984)
for the organisation (19966)
1.3.5 Execute strategic initiatives (19507)
1.2.8.2.4 Define a vision for the customer
experience (19967) 1.4 Develop and maintain business models (20944)
1.2.8.2.5 Validate with customers (19968) 1.4.1 Develop business models (20945)
1.2.8.2.6 Align experience with brand values 1.4.1.1 Assemble business model information (20946)
and business strategies (19969) 1.4.1.2 Secure appropriate approvals (20947)
1.2.8.2.7 Develop content strategy (19970) 1.4.1.3 Identify integration points with existing models
1.2.8.3 Design customer experience support structure (20948)
(19971)
1.4.1.4 Adopt the business model (20949)
1.2.8.3.1 Identify required capabilities (19972)
1.4.2 Maintain business models (20950)
1.2.8.3.2 Identify impact on functional
1.4.2.1 Establish business model maintenance
processes (19973)
parameters (20951)
1.2.8.4 Develop customer experience roadmap to develop
1.4.2.2 Accept business model feedback parameters
and implement defined capabilities (19974)
(20952)
1.2.9 Communicate strategies internally and externally (18916)
1.4.2.3 Prioritize and manage incoming feedback
1.3 Execute and measure strategic initiatives (10016) (20953)
1.3.1 Develop strategic initiatives (10057) 1.4.2.4 Update existing models (20954)
1.3.1.1 Identify strategic priorities (19975) 1.4.3 Establish business model governance (20955)

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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)

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2.3 Design, build, and test product/service (19700) (18090)
2.3.1 Design and prototype aircraft (10080) 2.3.1.24 Collaborate on design with suppliers and
external partners (10092)
2.3.1.1 Plan prototype product development (11694)
2.3.1.25 Conduct, monitor, and manage engineering
2.3.1.2 Plan prototype product resource requirements
efforts (11702)
(11695)
2.3.1.26 Obtain aircraft type certification (19702)
2.3.1.3 Assign resources to product/service project
(10083) 2.3.2 Manage configuration (11703)
2.3.1.3.1 Identify requirements for product/ 2.3.2.1 Manage engineering change notices (ECNs)
service design/development partners (11704)
(19994) 2.3.2.2 Manage effectiveness of ECN (11710)
2.3.1.4 Prepare high-level business case and technical 2.3.2.3 Maintain product/process data (11715)
assessment (10084) 2.3.2.4 Manage transfers of prototype product data
2.3.1.5 Develop product/service design specifications (11716)
(10085) 2.3.2.5 Reconcile configuration perspectives (19703)
2.3.1.6 Develop user experience design specifications 2.3.3 Test market for new or revised products and services
(16813) (19996)
2.3.1.7 Provide warranty-related recommendations 2.3.3.1 Prepare detailed market study (10093)
(16817) 2.3.3.2 Conduct customer tests and interviews (10094)
2.3.1.8 Document design specifications (10086) 2.3.3.3 Finalize product/service characteristics and
2.3.1.9 Conduct mandatory and elective external business cases (10095)
reviews (10087) 2.3.3.4 Finalize technical requirements (10096)
2.3.1.10 Confirm internal prototype design / production 2.4 Prepare for production or service delivery (19704)
capabilities (19701)
2.4.1 Develop and implement manufacturing/services (11717)
2.3.1.11 Determine prototype procurement requirements
2.4.1.1 Determine process requirements and
(11696)
specifications (11718)
2.3.1.12 Determine prototype manufacturing/tooling
2.4.1.2 Plan process development (11719)
requirements (11697)
2.4.1.3 Determine procurement requirements (11721)
2.3.1.13 Determine prototype quality/inspection
requirements (11698) 2.4.1.4 Determine manufacturing/tooling requirements
(11722)
2.3.1.14 Determine prototype service/maintenance
requirements (11699) 2.4.1.5 Determine quality/inspection requirements
(11723)
2.3.1.15 Finalize prototype process design (11700)
2.4.1.6 Determine service/maintenance requirements
2.3.1.16 Prepare preliminary prototype product cost (11724)
model (11701)
2.4.1.7 Finalize process design (11725)
2.3.1.17 Design products/services prototypes (19995)
2.4.1.8 Refine cost model with process cost data
2.3.1.17.1 Design for manufacturing (16819) (11726)
2.3.1.17.2 Design for product servicing (16820) 2.4.1.9 Plan for product launch (11727)
2.3.1.17.3 Design for re-manufacturing (16821) 2.4.1.10 Gain approval for product launch (11728)
2.3.1.17.4 Review product troubleshooting 2.4.1.11 Conduct and monitor product launch (11729)
methodology (16822)
2.4.2 Plan product resource requirements (11730)
2.3.1.17.5 Design and manage product data,
2.4.2.1 Coordinate capital asset plan impact (19942)
design, and bill of materials (16818)
2.4.2.2 Coordinate facilities plan impact (11732)
2.3.1.17.6 Design for product upgrades (16823)
2.4.2.3 Coordinate strategic sourcing impact (11733)
2.3.1.18 Build prototypes/proof of concepts (10088)
2.4.2.4 Coordinate integrated capacity plan impact
2.3.1.19 Develop and test prototype production and/or (11734)
service delivery process (10098)
2.4.2.5 Coordinate manufacturing schedule impact
2.3.1.20 Eliminate quality and reliability problems (11735)
(10089)
2.4.2.6 Coordinate human resources plan impact
2.3.1.21 Conduct in-house product/service testing and (11736)
evaluate feasibility (10090)
2.4.2.7 Coordinate impact on sales forecast (11738)
2.3.1.22 Identify design/development performance
2.4.2.8 Coordinate impact on financial plan (11739)
indicators (10091)
2.4.2.9 Confirm readiness status of facilities (19705)
2.3.1.23 Establish service and warranty parameters

Version 7.2.1-en-AD • April 2020 7

 2.4.3
Prepare for production and marketplace introduction obsolete products with retailers/distributors
(11679) (11392)
2.4.3.1 Design and obtain necessary capabilities/ 2.4.3.13 Manage questions and issues associated with
materials and equipment (10099) product introduction (11399)
2.4.3.2 Identify requirements for changes to 2.4.4 Manage transfers of product data (11751)
manufacturing/delivery processes (10097) 2.4.4.1 Review and approve requests for data transfer
2.4.3.3 Introduce new product and/or service (11752)
commercially (11383) 2.4.4.2 Collect data from internal sources (11753)
2.4.3.4 Determine plan for new product development 2.4.4.3 Initiate transfer/request for transfer (11754)
and introduction (11384) 2.4.4.4 Confirm receipt/transmission of data (11755)
2.4.3.5 Develop product/service launch plans (e.g.
2.5 Support and implement changes to product manufacturing
timelines, retail communication strategies)
and service delivery process (11416)
(11385)
2.4.3.6 Identify licensing and co-branding opportunities 2.5.1
Request engineering/process change (11418)
(11386) 2.5.2
Install and validate production/service delivery process
2.4.3.7 Plan preliminary media buys (print, television, (10100)
radio) (11387) 2.5.2.1 Monitor initial production runs (11417)
2.4.3.8 Begin initial creative/advertising development 2.5.3 Manage engineering change orders (11419)
(11388) 2.5.4 Identify product/service design and configuration changes
2.4.3.9 Develop sales communication plan (11389) (11420)
2.4.3.10 Design preliminary sales collateral, point-of- 2.5.5 Capture feedback to refine existing products and services
sale (POS) and promotion prototypes (11390) process (11421)
2.4.3.11 Disseminate new item and price information 2.5.6 Identify manufacturing/service delivery process
(11391) performance indicators (11422)
2.4.3.12 Coordinate introduction of products and sunset 2.5.7 Validate launch procedures (19998)

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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
3.1.1 Perform customer and market intelligence analysis (10106) partners (10126)
3.1.1.1 Conduct customer and market research (10108) 3.2.3.7 Orchestrate seamless customer experience
across supported channels (20004)
3.1.1.2 Identify market segments (10109)
3.2.3.7.1 Define omni-channel strategy
3.1.1.3 Analyze market and industry trends (10110)
(16590)
3.1.1.4 Analyze competing organizations, competitive/
3.2.3.7.2 Define omni-channel requirements
substitute products/services (10111)
(16591)
3.1.1.5 Evaluate existing products/services (10112)
3.2.3.7.3 Develop omni-channel policies and
3.1.1.6 Assess internal and external business procedures (16592)
environment (10113)
3.2.3.8 Develop and manage execution roadmap
3.1.2 Evaluate and prioritize market opportunities (10107) (20005)
3.1.2.1 Quantify market opportunities (10116) 3.2.4 Analyze and manage channel performance (20006)
3.1.2.2 Determine target segments (10117) 3.2.4.1 Establish channel-specific metrics and targets
3.1.2.2.1 Identify under-served and saturated (16573)
market segments (18941) 3.2.4.2 Monitor and report performance (16574)
3.1.2.3 Prioritize opportunities consistent with 3.2.4.3 Monitor and report events influencing factors
capabilities and overall business strategy (16575)
(10118)
3.2.4.4 Analyze performance (16500)
3.1.2.4 Validate opportunities (10119)
3.2.4.5 Develop plan for improvements (16501)
3.1.2.4.1 Test with customers/consumers
3.2.5 Develop marketing communication strategy (16848)
(10120)
3.2.5.1 Develop customer communication calendar
3.1.2.4.2 Confirm internal capabilities (10121)
(16849)
3.2 Develop marketing strategy (10102) 3.2.5.2 Define public relations (PR) strategy (16850)
3.2.1 Define offering and customer value proposition (11168) 3.2.5.3 Define direct marketing strategy (16851)
3.2.1.1 Define offering and positioning (11169) 3.2.5.4 Define internal marketing communication
3.2.1.2 Develop value proposition including brand strategy (16852)
positioning for target segments (11170) 3.2.5.5 Identify new media for marketing
3.2.1.3 Validate value proposition with target segments communication (16853)
(11171) 3.2.5.6 Define new media communication strategy
3.2.1.4 Develop new branding (11172) (16854)
3.2.1.5 Identify and assess issues, trends in 3.2.5.7 Define point of sale (POS) communication
marketplace (11759) strategy (16855)
3.2.1.6 Review commercial industry and government 3.2.5.8 Define communication guidelines and
needs (11760) mechanisms (18627)
3.2.1.7 Conduct marketing studies (11761) 3.2.5.9 Assess brand/product marketing plan
3.2.1.8 Develop enterprise sales forecasts (11762) performance (11254)
3.2.2 Define pricing strategy (10123) 3.2.5.10 Develop and execute advertising (10162)
3.2.2.1 Conduct pricing analysis (13169) 3.2.6 Design and manage customer loyalty program (18924)
3.2.2.2 Establish guidelines for applying pricing and 3.2.6.1 Define customer loyalty program (20007)
discounting of products/services (10124) 3.2.6.2 Acquire members to customer loyalty program
3.2.2.3 Establish pricing targets (19999) (18925)
3.2.2.4 Approve pricing strategies/policies and targets (10125) 3.2.6.3 Build engagement and relationship with
3.2.3 Define and manage channel strategy (20000) members (18926)
3.2.3.1 Determine channels to be supported (20001) 3.2.6.4 Monitor customer loyalty program benefits to
the enterprise and the customer (16633)
3.2.3.2 Establish channel objectives (20002)
3.2.6.5 Optimize loyalty program value to both the
3.2.3.3 Determine channel role and fit with target
enterprise and the customer (18927)
segments (10127)
3.2.3.4 Select channels for target segments (10128) 3.3 Develop and manage marketing plans (20008)
3.2.3.5 Identify required channel capabilities (20003) 3.3.1 Establish goals, objectives, and metrics for

Version 7.2.1-en-AD • April 2020 9

 products services by channel/segment (10148) 3.3.6.5
Monitor effectiveness of personalized offers
3.3.2 Establish marketing budgets (10149) and adjust offers accordingly (16617)
3.3.2.1 Confirm marketing alignment to business 3.3.7 Focus and plan tactical marketing (11763)
strategy (10155) 3.3.7.1 Develop short term marketing forecast (11764)
3.3.2.2 Determine costs of marketing (10156) 3.3.7.2 Estimate demand by program, contract and
3.3.2.3 Create marketing budget (10157) customer (11765)
3.3.2.4 Determine projected ROI for marketing 3.3.7.3 Forecast sales by program, contract and
investment (17683) customer (11766)
3.3.3 Develop and manage pricing (20593) 3.3.7.4 Identify customer requirements (11767)
3.3.3.1 Understand resource requirements for each 3.3.7.5 Identify sales opportunities (11768)
product/service and delivery channel/method 3.3.7.6 Influence customer (11769)
(20009) 3.3.8 Manage product marketing content (16629)
3.3.3.2 Determine corporate incentives (18948) 3.3.8.1 Manage product images (16630)
3.3.3.3 Determine pricing based on volume/unit 3.3.8.2 Manage product copy (18130)
forecast (10163)
3.4 Develop sales strategy (10103)
3.3.3.4 Execute pricing plan (10164)
3.4.1 Develop sales forecast (10129)
3.3.3.5 Evaluate pricing performance (10165)
3.4.1.1 Gather current and historic order information
3.3.3.6 Refine pricing as needed (10166)
(10134)
3.3.3.7 Implement promotional pricing programs
3.4.1.2 Analyze sales trends and patterns (10135)
(11495)
3.4.1.3 Generate sales forecast (10136)
3.3.3.8 Implement other retail pricing programs (11496)
3.4.1.4 Analyze historical and planned promotions and
3.3.3.9 Communicate and implement price changes
events (10137)
(11497)
3.4.2 Develop sales partner/alliance relationships (10130)
3.3.3.10 Achieve regulatory approval for pricing (17684)
3.4.2.1 Identify alliance opportunities (10138)
3.3.4 Develop and manage promotional activities (20010)
3.4.2.2 Design alliance programs and methods for
3.3.4.1 Define promotional concepts and objectives selecting and managing relationships (10139)
(10167)
3.4.2.3 Select alliances (10140)
3.3.4.2 Develop marketing messages (10159)
3.4.2.4 Develop trade customer trade strategy and
3.3.4.3 Define target audience (10160) customer objectives/targets (11465)
3.3.4.4 Plan and test promotional activities (10168) 3.4.2.5 Define trade programs and funding options
3.3.4.5 Execute promotional activities (10169) (11521)
3.3.4.6 Evaluate promotional performance metrics 3.4.2.6 Conduct planning activities for major trade
(10170) customers (11466)
3.3.4.7 Refine promotional performance metrics 3.4.2.7 Develop partner and alliance management
(10171) strategies (10141)
3.3.4.8 Incorporate learning into future/planned 3.4.2.8 Establish partner and alliance management
consumer promotions (10172) goals (10142)
3.3.5 Track customer management measures (10153) 3.4.2.9 Establish partner and alliance agreements
3.3.5.1 Determine customer lifetime value (10173) (18629)
3.3.5.2 Analyze customer revenue trend (10174) 3.4.2.10 Develop promotional and category management
3.3.5.3 Analyze customer attrition and retention rates calendars (trade marketing calendars) (11522)
(10175) 3.4.2.11 Create strategic and tactical sales plans by
3.3.5.4 Analyze customer metrics (10176) customer (11523)
3.3.5.5 Revise customer strategies, objectives, and 3.4.2.12 Communicate planning information to customer
plans based on metrics (10177) teams (11468)
3.3.6 Analyze and respond to customer insight (16613) 3.4.3 Establish overall sales budgets (10131)
3.3.6.1 Monitor and respond to social media activity 3.4.3.1 Calculate product market share (17682)
(16627) 3.4.3.2 Calculate product revenue (10143)
3.3.6.2 Analyze customer website activity (16614) 3.4.3.3 Determine variable costs (10144)
3.3.6.3 Analyze customer purchase patterns (16615) 3.4.3.4 Determine overhead and fixed costs (10145)
3.3.6.4 Develop business rules to provide personalized 3.4.3.5 Calculate net profit (10146)
offers (16616) 3.4.3.6 Create budget (10147)

10 Permission granted to photocopy for personal use. ©2020 APQC and IBM. ALL RIGHTS RESERVED.
 3.4.4 Establish sales goals and measures (10132) 3.5.3.15 Manage notification outcome (11793)
3.4.5 Establish customer management measures (10133) 3.5.4 Manage sales orders (10185)
3.5 Develop and manage sales plans (10105) 3.5.4.1 Accept and validate sales orders (10194)
3.5.4.2 Collect and maintain account information
3.5.1
Manage leads/opportunities (20594)
(10195)
3.5.1.1 Identify potential customers (10188)
3.5.4.2.1 Administer key account details
3.5.1.2 Identify/receive leads/opportunities (10189) (10201)
3.5.1.3 Validate and qualify leads/opportunities (18115) 3.5.4.2.2 Retrieve full customer details
3.5.1.4 Match opportunities to business strategy (10202)
(11773) 3.5.4.2.3 Modify involved party details
3.5.1.5 Develop opportunity win plans (18116) (10203)
3.5.1.6 Manage opportunity pipeline (20011) 3.5.4.2.4 Record address details (10204)
3.5.1.7 Manage customer sales calls (10184) 3.5.4.2.5 Record contact details (10205)
3.5.1.7.1 Perform sales calls (10190) 3.5.4.2.6 Record key customer communication
3.5.1.7.2 Perform pre-sales activities (10191) profile details (10206)
3.5.1.7.3 Manage customer meetings/ 3.5.4.2.7 Review involved party information
workshops (20012) (10207)
3.5.1.7.4 Close the sale (10192) 3.5.4.2.8 Terminate involved party information
3.5.1.7.5 Record outcome of sales process (10208)
(10193) 3.5.4.3 Determine availability (10196)
3.5.2 Manage customers and accounts (10183) 3.5.4.4 Determine fulfillment process (10197)
3.5.2.1 Select key customers/accounts (20013) 3.5.4.5 Enter orders into system (10198)
3.5.2.2 Develop sales/key account plan (11173) 3.5.4.6 Identify/perform cross-sell/up-sell activity (17404)
3.5.2.3 Manage sales/key account plan (20014) 3.5.4.7 Process back orders and updates (10199)
3.5.2.4 Manage customer relationships (11174) 3.5.4.8 Handle sales order inquiries including post-
3.5.2.5 Manage customer master data (14208) order fulfillment transactions (10200)
3.5.2.5.1 Collect and merge internal and third- 3.5.5 Manage sales partners and alliances (10187)
party customer information (16598) 3.5.5.1 Provide sales and product/service training to
3.5.2.5.2 De-duplicate customer data (16599) sales partners/alliances (10211)
3.5.2.6 Compare program actual vs. estimate (11890) 3.5.5.1.1 Provide certification enablement
training (20019)
3.5.2.7 Develop marketing plan (11891)
3.5.5.1.2 Manage certifications and skills
3.5.2.8 Track sales performance (11892)
(20020)
3.5.3 Develop and manage sales proposals, bids, and quotes
3.5.5.1.3 Provide support to partners/alliances
(11779)
(20021)
3.5.3.1 Receive Request For Proposal (RFP)/Request For
3.5.5.2 Provide marketing materials to sales partners/
Quote (RFQ) (11781)
alliances (18641)
3.5.3.2 Refine customer requirements (11780)
3.5.5.3 Evaluate partner/alliance results (10214)
3.5.3.3 Review RFP/RFQ request (11782)
3.5.5.4 Manage sales partner/alliance master data
3.5.3.4 Perform competitive analysis (11783) (14209)
3.5.3.5 Validate with strategy/business plans (11784) 3.5.5.5 Manage vendor recovery (19710)
3.5.3.6 Understand customer business and equirements 3.5.6 Manage sales force (10186)
(11785)
3.5.6.1 Determine sales resource allocation (10209)
3.5.3.7 Develop solution and delivery approach (20015)
3.5.7 Conduct program development (11770)
3.5.3.8 Identify staffing requirements (11787) 3.5.7.1 Segment feasible opportunities (11771)
3.5.3.9 Develop pricing and scheduling estimates 3.5.7.2 Evaluate opportunities likelihood of developing
(11788) into Request For Proposal (RFP)/Request For
3.5.3.10 Conduct profitability analysis (11789) Quote (RFQ) (11772)
3.5.3.11 Manage internal reviews (20016) 3.5.7.3 Evaluate fit with corporate goals and business
3.5.3.12 Manage internal approvals (20017) strategy (11774)
3.5.3.13 Submit/present bid/proposal/quote to customer 3.5.7.4 Identify external funding constraints (11775)
(11790) 3.5.7.5 Identify internal and external non-funding
3.5.3.14 Revise bid/proposal/quote (20018) constraints (11776)

Version 7.2.1-en-AD • April 2020 11

 3.5.7.6 Identify internal funding constraints (11777) 3.6.3.12 Prepare consolidated income statement (11828)
3.5.7.7 Develop program structure (11778) 3.6.3.13 Prepare consolidated balance sheet (11829)
3.5.8 Develop business relationships (11794) 3.6.3.14 Prepare consolidated cash flow (11830)
3.5.8.1 Identify strategic partnering opportunities 3.7 Manage contracts and programs (11838)
(11795)
3.7.1 Determine contract and program requirements (11839)
3.5.8.2 Define roles and responsibilities of partnerships
3.7.1.1 Identify contract type (11840)
(11796)
3.7.1.2 Record contract data (11841)
3.5.8.3 Validate partnership plan with strategic
marketing objectives (11797) 3.7.1.3 Evaluate risks and assumptions (11842)
3.5.8.4 Support strategic business partnerships (11798) 3.7.2 Plan and schedule program (11843)
3.5.8.5 Communicate partnership objectives (11799) 3.7.2.1 Determine procurement (11844)
3.7.2.2 Refine order of magnitude estimate (11845)
3.6 Perform integrated business planning (11800)
3.7.2.3 Identify and schedule production (11846)
3.6.1 Plan demand (11801)
3.7.2.4 Reevaluate risk and assumptions (11847)
3.6.1.1 Review existing pipeline for existing and/or
3.7.2.5 Identify and schedule qualified suppliers
backlog demand (11802)
(11848)
3.6.1.2 Review existing pipeline (11803)
3.7.2.6 Complete detailed production schedule (11849)
3.6.1.3 Review government trends and check for
3.7.2.7 Refine work breakdown structure (11850)
updates in policies (11804)
3.7.2.8 Develop network task (11851)
3.6.1.4 Project sales pipeline by product/market
(11805) 3.7.2.9 Include program in budget (11852)
3.6.1.5 Develop annual sales plan by product/market 3.7.2.10 Validate funding against corporate plan (11853)
(11806) 3.7.2.11 Obtain approval for funding (11854)
3.6.1.6 Consolidate sales plan by segment/business 3.7.3 Execute program (11855)
unit/corporation (11807) 3.7.3.1 Execute tasks (11856)
3.6.2 Plan operations (11808) 3.7.3.2 Record program milestones (11857)
3.6.2.1 Transfer sales plan to operations planning 3.7.3.3 Collect direct costs (11858)
(11809) 3.7.3.4 Collect indirect costs (11859)
3.6.2.2 Perform capacity planning (11810) 3.7.3.5 Collect revenues (11860)
3.6.2.3 Perform logistics planning (11811) 3.7.4 Control and manage contracts and program performance
3.6.2.4 Perform inventory planning (11812) (11861)
3.6.2.5 Perform maintenance planning (11813) 3.7.4.1 Prepare subcontractor reports (11862)
3.6.2.6 Perform sourcing planning (11814) 3.7.4.2 Support financial reporting (11863)
3.6.2.7 Perform tooling planning (11815) 3.7.4.3 Report Central Security Service (CSS)/SCS
3.6.3 Plan financials (11816) compliance (11864)
3.6.3.1 Identify cost centers/profit centers/activities/ 3.7.4.4 Report earned value management system -
rates (11817) EVMS (11865)
3.6.3.2 Create master data (11818) 3.7.4.5 Resolve EVMS issues (11866)
3.6.3.3 Calculate direct costs (11819) 3.7.4.6 Report to management (11867)
3.6.3.4 Calculate indirect costs (11820) 3.7.4.7 Maintain and conduct program status meetings
(11868)
3.6.3.5 Project revenues from sales plan (11821)
3.7.4.8 Perform quality reviews (11869)
3.6.3.6 Prepare projected income statement by legal
entity (11822) 3.7.4.9 Perform financial/contract audit (11870)
3.6.3.7 Prepare projected income statement by 3.7.4.10 Report classified projects (11871)
business unit/managers entity (11823) 3.7.4.11 Identify project changes (11872)
3.6.3.8 Prepare projected balance sheet by legal entity 3.7.4.12 Identify options to resolve issues (11873)
(11824) 3.7.4.13 Revise program plan to incorporate options
3.6.3.9 Prepare projected balance sheet by business (11874)
unit/managers entity (11825) 3.7.4.14 Transfer and borrow payback between
3.6.3.10 Prepare projected cash flow by business unit contracts/programs (11875)
managers entity (11826) 3.7.4.15 Submit for management review and approval
3.6.3.11 Prepare projected cash flow by legal entity (11876)
(11827) 3.7.4.16 Submit for customer review (11877)

12 Permission granted to photocopy for personal use. ©2020 APQC and IBM. ALL RIGHTS RESERVED.
 3.7.4.17 Receive approval, revise program as required program enhancements (11888)
(11878) 3.7.5.10 Post final rate adjustments and close (11889)
3.7.5 Perform program close out (11879)
3.7.6 Analyze sales results (11893)
3.7.5.1 Complete program commitments (11880)
3.7.6.1 Compare actual sales to forecast (11894)
3.7.5.2 Close commitments (11881)
3.7.5.3 Review procurement documents to close 3.7.6.2 Revise marketing strategy (11895)
(11882) 3.7.7 Generate quotes (18634)
3.7.5.4 Apply final allocation/overheads (11883) 3.7.7.1 Receive requests for quotes / identify
3.7.5.5 Release funds (11884) requirement to generate a quote (19706)
3.7.5.6 Close program to all postings except rate 3.7.7.2 Produce quotes (19707)
adjustments (11885)
3.7.7.3 Submit quotes to customers (19708)
3.7.5.7 Return government property documents (11886)
3.7.7.4 Adjust quotes (18637)
3.7.5.8 Revaluate return on investment (ROI) or earned
value analysis (EVA) reports (11887) 3.7.7.5 Obtain approval to proceed with quotes (19709)
3.7.5.9 Develop follow up action plan to obtain 3.7.7.6 Convert quotes to sales orders (18638)

Version 7.2.1-en-AD • April 2020 13

4.0 Deliver Physical Products (20022)

4.1 Plan for and align supply chain resources (10215) 4.1.5.5 Calculate consolidation at source (10255)
4.1.1 Develop production and materials strategies (10221) 4.1.5.6 Manage collaborative replenishment planning
(10256)
4.1.1.1 Define manufacturing goals (10229)
4.1.5.7 Manage requirements for partners (10257)
4.1.1.2 Define labor and materials policies (10230)
4.1.5.8 Calculate and optimize destination dispatch
4.1.1.3 Define outsourcing policies (10231)
plan (10258)
4.1.1.4 Define capital expense policies (10232)
4.1.5.9 Manage dispatch plan attainment (10259)
4.1.1.5 Define capacities (10233)
4.1.5.10 Calculate and optimize destination load plans
4.1.1.6 Define production network and supply (10260)
constraints (10234)
4.1.5.11 Manage partner load plan (10261)
4.1.1.7 Define production process (14193)
4.1.5.12 Manage cost of supply (10262)
4.1.1.8 Define standard operating procedures (19551)
4.1.5.13 Manage capacity utilization (10263)
4.1.1.9 Define production workplace layout and
4.1.6 Establish distribution planning constraints (10226)
infrastructure (14194)
4.1.6.1 Establish distribution center layout constraints
4.1.2 Manage demand for products (10222)
(10267)
4.1.2.1 Perform forward parts requirements forecasting
4.1.6.2 Establish inventory management constraints
(19711)
(10268)
4.1.2.2 Establish demand for PMA parts (19712)
4.1.6.3 Establish transportation management
4.1.2.3 Develop baseline demand forecasts (10235) constraints (10269)
4.1.2.4 Collaborate demand with customers (10236) 4.1.6.4 Establish storage management constraints (19558)
4.1.2.5 Develop demand consensus forecast (10237) 4.1.7 Review distribution planning policies (10227)
4.1.2.6 Determine available to promise (10238) 4.1.7.1 Review distribution network (10264)
4.1.2.7 Monitor activity against demand forecast and 4.1.7.2 Establish sourcing relationships (10265)
revise forecast (10239)
4.1.7.3 Establish dynamic deployment policies (10266)
4.1.2.8 Evaluate and revise demand forecasting 4.1.8 Develop quality standards and procedures (10368)
approach (10240)
4.1.8.1 Establish quality targets (10371)
4.1.2.9 Measure demand forecast accuracy (10241)
4.1.8.2 Develop standard testing procedures (10372)
4.1.3 Create materials plan (10223)
4.1.8.3 Communicate quality specifications (10373)
4.1.3.1 Create unconstrained plan (10242)
4.2 Procure materials and services (10216)
4.1.3.2 Collaborate with supplier and contract
manufacturers (10243) 4.2.1 Develop sourcing strategies (10277)
4.1.3.3 Identify critical materials and supplier capacity 4.2.1.1 Develop procurement plan (10281)
(10244) 4.2.1.2 Clarify purchasing requirements (10282)
4.1.3.4 Monitor material specifications (10245) 4.2.1.3 Develop inventory strategy (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)
4.1.3.7 Manage interchangeability and supersession 4.2.1.6 Seek opportunities to improve efficiency and
(19713) value (10286)
4.1.4 Create and manage master production schedule (10224) 4.2.1.7 Collaborate with suppliers to identify sourcing
4.1.4.1 Model production network to enable simulation opportunities (10287)
and optimization (20023) 4.2.2 Define and manage procurement strategies (11923)
4.1.4.2 Create master production schedule (20024) 4.2.2.1 Define material management strategy (11924)
4.1.4.3 Maintain master production schedule (17041) 4.2.2.2 Develop material receipt strategy (11925)
4.1.5 Plan distribution requirements (17042) 4.2.2.3 Develop supplier payment strategy (11926)
4.1.5.1 Maintain master data (10252) 4.2.2.4 Ensure alignment of procurement strategy with
4.1.5.2 Determine finished goods inventory enterprise wide business strategy (11927)
requirements at destination (10253) 4.2.2.5 Conduct spend analysis and determine
4.1.5.3 Determine product storage facility requirements customer requirements (11928)
(19555) 4.2.3 Select suppliers and develop/maintain contracts (10278)
4.1.5.4 Calculate requirements at destination (10254) 4.2.3.1 Select suppliers (10288)

14 Permission granted to photocopy for personal use. ©2020 APQC and IBM. ALL RIGHTS RESERVED.
 4.2.3.2 Certify and validate suppliers (10289) 4.3.1.9 Publish annual assembly and test operating
4.2.3.3 Negotiate and establish contracts (10290) budget and plan (11961)
4.2.3.4 Manage contracts (10291) 4.3.1.10 Define all safety and environmental policies
4.2.4 Perform strategic sourcing (11931) (11962)
4.2.4.1 Maintain material sourcing categories (11932) 4.3.2 Define manufacturing operations strategy (11963)
4.2.4.2 Conduct supplier evaluation (11933) 4.3.2.1 Compile and update all manufacturing
organization quality and service requirements
4.2.4.3 Select suppliers and negotiate agreements
(11964)
(11934)
4.3.2.2 Compile and update internal manufacturing
4.2.4.4 Develop sourcing implementation plans (11935)
operational capabilities (11965)
4.2.4.5 Maintain supplier information (11936)
4.3.2.3 Define product specific manufacturing quality
4.2.4.6 Maintain supplier catalogs and price lists (11937) and service (11966)
4.2.4.7 Maintain supplier contracts (11938) 4.3.2.4 Define operational practice policies, measures
4.2.4.8 Define outside supplier /partner relationships and performance targets that support goal
(11939) fulfillment (11967)
4.2.5 Order materials and services (10279) 4.3.2.5 Determine capabilities gaps and closure
4.2.5.1 Process/Review requisitions (10292) strategies (11968)
4.2.5.2 Approve requisitions (10293) 4.3.2.6 Prepare capital appropriations (11969)
4.2.5.3 Solicit/Track vendor quotes (10294) 4.3.2.7 Disaggregate gross manufacturing operations
4.2.5.4 Create/Distribute purchase orders (10295) budget to appropriate departments (11971)
4.2.5.5 Expedite orders and satisfy inquiries (10296) 4.3.2.8 Disseminate manufacturing operations
customer service and operations targets to the
4.2.5.6 Record receipt of goods (10297)
appropriate departmental organizations (11972)
4.2.5.7 Research/Resolve exceptions (10298)
4.3.2.9 Publish annual manufacturing operations
4.2.6 Inspect material quality (11946) budget and plan (11973)
4.2.6.1 Inspect goods/services (11947) 4.3.3 Plan production operations (11974)
4.2.6.2 Return goods/services (11948) 4.3.3.1 Compile and update all pertinent inputs from
4.2.6.3 Verify effectiveness of inventory control and business planning and strategy department
quality (19715) (11975)
4.2.7 Manage suppliers (10280) 4.3.3.2 Develop intermediate range production and
4.2.7.1 Monitor/Manage supplier information (10299) inventory plans (11976)
4.2.7.2 Prepare/Analyze procurement and vendor 4.3.3.3 Develop options for next period sales and
performance ( 10300) operations planning meeting (11977)
4.2.7.3 Support inventory and production processes 4.3.3.4 Conduct sales and operations planning (S&OP)
(10301) periodic meeting and update final S&OP into
4.2.7.4 Monitor quality of product delivered (10302) detailed (11978)
4.3.3.5 Determine final sourcing alternatives (11979)
4.3 Produce/Assemble/Test product (10217)
4.3.3.6 Generate master schedules with tooling rough
4.3.1 Define assembly and test (A&T) operations strategy (11952) cut capacity planning and maintenance (11980)
4.3.1.1 Compile and update customer quality and 4.3.3.7 Create production project with work breakdown
service requirements (11953) structure (11981)
4.3.1.2 Compile and update internal A&T operational 4.3.3.8 Modify master plans and projects to
capabilities (11954) accommodate logistics, maintenance
4.3.1.3 Compile and update future market trends and production tooling constraints (11982)
impacting A&T strategy (11955) 4.3.3.9 Generate intermediate range material resource
4.3.1.4 Define product specific A&T operational quality planning, distribution resource planning,
and service (11956) capacity requirements planning (MRP, DRP,
4.3.1.5 Prepare capital appropriations requests (11957) CRP) (11983)
4.3.1.6 Define outside supplier partner terms and 4.3.3.10 Publish annual plans to sales procurement
conditions (11958) transportation and manufacturing operations
4.3.1.7 Disaggregate A&T operational gross budget to (11984)
appropriate departments (11959) 4.3.4 Manage production equipment and facilities (11985)
4.3.1.8 Disseminate A&T operational customer service 4.3.4.1 Manage equipment data (11986)
and operations targets to the appropriate 4.3.4.2 Develop plant equipment preventative
departmental organizations (11960) maintenance plans (11987)

Version 7.2.1-en-AD • April 2020 15

 4.3.4.3 Develop physical plant preventative 4.3.6.19 Receive confirmations from plant maintenance
maintenance and energy management plans (12012)
(11988) 4.3.6.20 Allocate gauging and miscellaneous
4.3.4.4 Schedule facility and equipment preventative measurement devices (12013)
maintenance (11989) 4.3.6.21 Perform setup activities (12014)
4.3.4.5 Execute facility and equipment preventative 4.3.6.22 Confirm material availability (12015)
maintenanc (11990) 4.3.7 Produce product (10304)
4.3.4.6 Execute unplanned maintenance activities (11991) 4.3.7.1 Manage raw material inventory (10310)
4.3.4.7 Determine and identify corrective actions (11992)
4.3.7.2 Execute detailed line schedule (10311)
4.3.5 Schedule production (10303)
4.3.7.3 Report maintenance issues (10319)
4.3.5.1 Model and simulate plant (19563)
4.3.7.4 Rerun defective items (10313)
4.3.5.2 Generate line level plan (10306)
4.3.7.5 Monitor and optimize production process (19566)
4.3.5.3 Generate detailed schedule (10307)
4.3.7.5.1 Automate and control plant (19567)
4.3.5.4 Schedule production orders and create lots
4.3.7.5.2 Perform advanced process control
(10308)
(19568)
4.3.5.5 Schedule preventive (planned) maintenance
4.3.7.5.3 Perform real-time optimization (19569)
(preventive maintenance orders) (10315)
4.3.7.5.4 Manage plant alarms and alerts
4.3.5.6 Schedule requested (unplanned) maintenance
(19570)
(work order cycle) (10316)
4.3.7.6 Assess production performance (10314)
4.3.5.7 Release production orders and create lots (10309)
4.3.8 Execute production operations (12016)
4.3.6 Schedule production operations (11993)
4.3.8.1 Issue goods against purchase order (PO) or
4.3.6.1 Generate short range DRP, MRP, and CRP (11994)
batch (12017)
4.3.6.2 Conduct periodic meetings on short schedule
4.3.8.2 Receive goods to purchase order (PO) or batch
- operations, procurement, tooling and
(12018)
maintenance (11995)
4.3.8.3 Refer material for manufacturing change (12019)
4.3.6.3 Transfer final schedules to operating
departments (11996) 4.3.8.4 Quarantine material for quality hold/check
(12020)
4.3.6.4 Perform ongoing net change MRP or DRP and
optimize (11997) 4.3.8.5 Execute production activities (12021)
4.3.6.5 Perform full regeneration MRP or DRP and 4.3.8.6 Perform in-line product inspections (12022)
analyze (11998) 4.3.8.7 Perform post production inspections (12023)
4.3.6.6 Create and release production orders/batches 4.3.8.8 Refer nonconforming material for disposition
(11999) (12024)
4.3.6.7 Create run schedule header (12000) 4.3.8.9 Downgrade/upgrade material (12025)
4.3.6.8 Manage ongoing schedule changes interactions 4.3.8.10 Quarantine nonconformance matériel (12026)
with customers, suppliers, production, tooling 4.3.8.11 Record production related data (12027)
and maintenance (12001) 4.3.8.12 Back flush inventory (12028)
4.3.6.9 Develop contract pegging relationships (12002) 4.3.8.13 Close batches or PO (12029)
4.3.6.10 Provide daily delivery schedules to external 4.3.8.14 Consume demand forecast (12030)
suppliers (12003)
4.3.8.15 Execute packaging and labeling activities (12031)
4.3.6.11 Generate and print internal pick lists (12004)
4.3.8.16 Enter run schedule header (12032)
4.3.6.12 Generate and communicate delivery
4.3.8.17 Reconcile and close run schedule header (12033)
requirements to internal and external shipping
points (12005) 4.3.8.18 Record and track piece part serial numbers
(12034)
4.3.6.13 Reschedule backlog orders and inbound
shipments (12006) 4.3.8.19 Record calibration data and measurement
4.3.6.14 Receive electronic numeric control (NC) tapes device (12035)
and load (12007) 4.3.8.20 Obtain aircraft production certification (19716)
4.3.6.15 Receive and review work instructions (12008) 4.3.9 Perform quality testing (10369)
4.3.6.16 Receive and review quality instructions (12009) 4.3.9.1 Calibrate test equipment (10318)
4.3.6.17 Receive and review production schedules 4.3.9.2 Perform testing using the standard testing
(12010) procedure (10374)
4.3.6.18 Receive and review tooling pick lists and 4.3.9.3 Record test results (10375)
allocate (12011) 4.3.10 Manage product quality (12036)

16 Permission granted to photocopy for personal use. ©2020 APQC and IBM. ALL RIGHTS RESERVED.
 4.3.10.1 Update governmental and regulatory quality 4.3.12.10 Manage crib inventory (12068)
requirements (12037) 4.3.12.11 Manage crib operations (12069)
4.3.10.2 Benchmark industry quality capabilities (12038) 4.3.12.12 Perform fixed tool life cycle management (12070)
4.3.10.3 Compile and update the cost of quality (12039) 4.3.12.13 Manage gauge and measurement device
4.3.10.4 Compile and update the costs of quality calibrations (12071)
nonconformance (12040) 4.3.12.14 Create individual tracking record (for
4.3.10.5 Update quality targets and tolerances (12041) individually identified (serialized) tools) (19717)
4.3.10.6 Develop quality sampling and analysis (12042) 4.3.12.15 Record and track serialized tool issuance to
4.3.10.7 Allocate gauging and miscellaneous operators (19718)
measurement devices against production 4.3.13 Control and report production operations (12072)
orders/batchers (12043) 4.3.13.1 Record production operations information (12073)
4.3.10.8 Develop training material for operators carrying 4.3.13.2 Capture and communicate work order batch
out quality activities (12044) status (12074)
4.3.10.9 Track and analyze non-conformance trends (12045) 4.3.13.3 Communicate all inventory status real-time
4.3.10.10 Perform root cause analysis (12046) (12075)
4.3.10.11 Perform product design/process improvement 4.3.13.4 Communicate human resource status (12076)
analysis (12047) 4.3.13.5 Communicate equipment status (12077)
4.3.10.12 Deploy product redesigns/process (12048) 4.3.13.6 Communicate schedules - including downtime
4.3.10.13 Perform internal quality audits (12049) and setup (12078)
4.3.10.14 Perform external quality audits (12050) 4.3.13.7 Communicate maintenance activities and
4.3.10.15 Perform statistical process control (SPC) schedules (12079)
analysis (12051) 4.3.13.8 Generate and communicate field analytical
4.3.10.16 Perform six-sigma activities (12052) reports (12080)
4.3.10.17 Generate International Standards Organization 4.3.13.9 Communicate preemptive and predictive
(ISO) or similar documentation (12053) feedback to operations to change practices or
schedules (12081)
4.3.10.18 Provide feedback to engineering and product
(12054) 4.3.14 Manage product and process related data (12082)
4.3.14.1 Create and maintain material masters, BOM,
4.3.10.19 Adjust inventories/scrap - materials disposition
routings and other production data (12083)
(12055)
4.3.14.2 Maintain product specifications (12084)
4.3.10.20 Manage reject/rework and on-hold materials
(12056) 4.3.14.3 Maintain product catalogs (12085)
4.3.10.21 Conduct claims related quality investigations 4.3.14.4 Maintain operating instructions (operations
(12057) component) (12086)
4.3.11 Maintain production records and manage lot traceability 4.3.14.5 Maintain process control parameter data (12087)
(10370) 4.3.14.6 Maintain product and process related
4.3.11.1 Determine lot numbering system (10376) documentation (12088)
4.3.11.2 Determine lot use (10377) 4.3.15 Develop and implement production rate increase
methodology (19719)
4.3.12 Manage production tooling operations (12058)
4.3.15.1 Define method for identifying all impacted
4.3.12.1 Receive high level tool design request from
partners, suppliers and internal facilities (19720)
new product development process (new tools)
(12059) 4.3.15.2 Define mechanism to be used to communicate
rate increase requirements (19721)
4.3.12.2 Receive request to modify or repair an existing
tool from engineering or operations (12060) 4.3.15.3 Define method to be applied by partners,
suppliers, internal facilities to assess
4.3.12.3 Develop the cost estimate to buy or make the
capabilities (19722)
tools - with availability date (12061)
4.3.15.4 Define mechanism by which results of Rate
4.3.12.4 Obtain approval to proceed or cancel work
Increase studies can be returned (19723)
order (12062)
4.3.15.5 Define mechanism by which returned rate increase
4.3.12.5 Complete detailed design of final tool (12063) study results can be consolidated (19724)
4.3.12.6 Generate a work order or purchase request (12064) 4.3.15.6 Define mechanism by which the results of a
4.3.12.7 Manufacture or receive final tools (12065) Production Rate increase assessment can be
4.3.12.8 Allocate gauging /measurement devices to communicated (19725)
production (12066) 4.3.15.7 Confirm the frequency (ad-hoc, periodic, event
4.3.12.9 Manage tool inventories (12067) driven) with which studies will be released (19726)

Version 7.2.1-en-AD • April 2020 17

4.4 Manage logistics and warehousing (10219) 4.4.6.2 Determine material capacity requirements (12161)
4.4.1 Provide logistics governance (10338) 4.4.6.3 Determine material handling requirements (12162)
4.4.1.1 Translate customer service requirements into 4.4.6.4 Identify requirements to modify facilities layout
logistics requirements (10343) (12163)
4.4.1.2 Design logistics network (10344) 4.4.6.5 Identify changes to material handling (12164)
4.4.1.3 Communicate outsourcing needs (10345) 4.4.6.6 Identify changes to material storage systems/
4.4.1.4 Develop and maintain delivery service policy procedures (12165)
(10346) 4.4.6.7 Define stock placement strategies, procedures,
4.4.1.5 Optimize transportation schedules and costs and systems (12166)
(10347) 4.4.6.8 Define stock location strategies, procedures,
4.4.1.6 Define key performance measures (10348) and systems (12167)
4.4.1.7 Define reverse logistics strategy (16905) 4.4.6.9 Define stock retrieval strategies, procedures,
4.4.2 Plan and manage inbound material flow (10339) and systems (12168)
4.4.2.1 Plan inbound material receipts (10349) 4.4.7 Manage inventory storage, location and movement (12169)
4.4.2.2 Manage inbound material flow (10350) 4.4.7.1 Recognize transfer requests (internal move/
4.4.2.3 Monitor inbound delivery performance (10351) external move) (12170)
4.4.2.4 Manage flow of returned products (10352) 4.4.7.2 Locate stock (12171)
4.4.2.5 Control quality of returned parts (12708) 4.4.7.3 Prepare stock for movement (12172)
4.4.2.6 Salvage or repair returned products (20109) 4.4.7.4 Physically move stock (12173)
4.4.2.6.1 Perform salvage activities (10366 ) 4.4.7.5 Maintain inventory status (12174)
4.4.2.6.2 Manage repair/refurbishment and 4.4.7.6 Perform physical inventory procedures (12175)
return to customer/stock (14195) 4.4.7.7 Collect, report, and analyze logistics (12176)
4.4.3 Operate warehousing (10340) 4.4.7.8 Identify obsolete goods for disposition (12177)
4.4.3.1 Track inventory deployment (10353) 4.4.7.9 Adjust inventory (12178)
4.4.3.2 Receive, inspect, and store inbound deliveries 4.4.8 Manage hazardous materials and waste (12179)
(10354) 4.4.8.1 Maintain material safety data sheets (12180 )
4.4.3.3 Track product availability (10355) 4.4.8.2 Maintain awareness of and communicate
4.4.3.4 Pick, pack, and ship product for delivery (10356) regulatory requirements (12181)
4.4.3.5 Track inventory accuracy (10357) 4.4.8.3 Maintain hazardous material handling and
4.4.3.6 Track third-party logistics storage and shipping disposal (12182)
performance (10358) 4.4.8.4 Manage compliance audits (12183)
4.4.3.7 Manage physical finished goods inventory (10359) 4.4.8.5 Recognize need to disposition hazardous
4.4.3.8 Manage warehouse transfers (20957) materials/waste (12184)
4.4.4 Operate outbound transportation (10341) 4.4.8.6 Determine disposition and associated
4.4.4.1 Plan, transport, and deliver outbound product processing (12185)
(10360) 4.4.8.7 Manage disposition, disposal, reprocessing
4.4.4.2 Track carrier delivery performance (10361) activities (12186)
4.4.4.3 Manage transportation fleet (10362) 4.4.8.8 Manage documentation and reporting (12187)
4.4.4.4 Process and audit carrier invoices and 4.4.9 Manage kitting operations (12188)
documents (10363) 4.4.9.1 Define kitting requirements (12189)
4.4.4.5 Prepare package and shipment (12137) 4.4.9.2 Request materials (12190)
4.4.4.6 Manage shipping, carriers, and fleets (12145) 4.4.9.3 Build kits (12191)
4.4.5 Manage returns; manage reverse logistics (10342) 4.4.9.4 Issue materials to kits/consumption (12192)
4.4.5.1 Perform reverse logistics (10365) 4.4.9.5 Prepare kits for transfer (12193)
4.4.5.2 Manage and process warranty claims (10367) 4.4.9.6 Manage returnable fixtures, containers, and
4.4.6 Plan material handling and storage (12159) tools (12194)
4.4.6.1 Collect and analyze material handling and 4.4.9.7 Manage labeling of kits (12195)
storage information (12160)

18 Permission granted to photocopy for personal use. ©2020 APQC and IBM. ALL RIGHTS RESERVED.
5.0 Deliver Service (20025)

5.1 Establish service delivery governance and strategies

(20026) 5.2.3.3 Maintains service bulletins/catalogues (12130)
5.1.1 Establish service delivery governance (20027) 5.2.3.4 Manage training schedule (12131)
5.1.1.1 Set up and maintain service delivery 5.2.3.5 Deliver operations training (12132)
governance and management system (20028) 5.2.3.6 Deliver technical training (12133)
5.1.1.2 Manage service delivery performance (20029) 5.2.3.7 Perform skill and capability testing (20057)
5.1.1.3 Manage service delivery development and 5.2.3.8 Perform technical certification testing (12134)
direction (20030) 5.2.3.9 Evaluate training effectiveness (12135)
5.1.1.4 Solicit feedback from customer on service 5.2.3.10 Maintain service master for training (12136)
delivery satisfaction (20031)
5.2.4 Deliver digital services to customers (19770)
5.1.2 Develop service delivery strategies (20032)
5.2.4.1 Deliver Aircraft Health Monitoring Services
5.1.2.1 Define service delivery goals (20033) (AHMS (19771)
5.1.2.2 Define labor policies (20034) 5.2.4.2 Deliver loadable software services (19772)
5.1.2.3 Evaluate resource availability (20035) 5.2.4.3 Deliver predictive analytics and optimization
5.1.2.4 Define service delivery network and supply services (19773)
constraints (20036)
5.3 Deliver service to customer (20058)
5.1.2.5 Define service delivery process (20037)
5.3.1 Initiate service delivery (20059)
5.1.2.6 Review and validate service delivery procedures
(20038) 5.3.1.1 Review contract and agreed terms (20060)
5.1.2.7 Define service delivery workplace layout and 5.3.1.2 Understand customer requirements and define
infrastructure (20039) refine approach (20061)
5.3.1.3 Modify/revise and approve project plan (20062)
5.2 Manage service delivery resources (20040)
5.3.1.4 Review customer business objectives (20063)
5.2.1
Manage service delivery resource demand (20041)
5.3.1.5 Confirm environmental readiness (20064)
5.2.1.1 Monitor pipeline (20042)
5.3.1.6 Identify, select, and assign resources (20065)
5.2.1.2 Develop baseline forecasts (20043)
5.3.1.6.1 Establish people objectives (20066)
5.2.1.3 Collaborate with customers (20044)
5.3.1.6.2 Establish engagement rules (20067)
5.2.1.4 Develop consensus forecast (20045)
5.3.1.7 Plan for service delivery (20068)
5.2.1.5 Determine availability of skills to deliver on
5.3.2 Execute service delivery (20069)
current and forecast customer orders (20046)
5.3.2.1 Analyze environment and customer needs
5.2.1.6 Monitor activity against forecast and revise
(20070)
forecast (20047)
5.3.2.2 Define solution (20071)
5.2.1.7 Evaluate and revise forecasting approach
(20048) 5.3.2.3 Validate solution (20072)
5.2.1.8 Measure forecast accuracy (20049) 5.3.2.4 Identify changes (20073)
5.2.2 Create and manage resource plan (20050) 5.3.2.5 Obtain approval to proceed (20074)
5.2.2.1 Define and manage skills taxonomy (20051) 5.3.2.6 Make build/buy solution (20075)
5.2.2.2 Create resource plan (20052) 5.3.2.7 Deploy solution (20076)
5.2.2.3 Match resource demand with capacity, skills, 5.3.3 Complete service delivery (20077)
and capabilities (20053) 5.3.3.1 Conduct service delivery/project review and
5.2.2.4 Collaborate with suppliers and partners to evaluate success (20078)
supplement skills and capabilities (20054) 5.3.3.2 Complete/finalize financial management
5.2.2.5 Identify critical resources and supplier capacity activities (20079)
(20055) 5.3.3.3 Confirm delivery according to contract terms
5.2.2.6 Monitor and manage resource capacity and (20080)
availability (20056) 5.3.3.4 Release resources (20081)
5.2.3 Provide MRO related training (12127) 5.3.3.5 Manage service delivery completion (20082)
5.2.3.1 Develop MRO training plan (12128) 5.3.3.6 Harvest knowledge (20083)
5.2.3.2 Develop training materials (12129) 5.3.3.7 Archive records and update systems (20084)

19 Permission granted to photocopy for personal use. ©2020 APQC and IBM. ALL RIGHTS RESERVED.
6.0 Manage Customer Service (20085)

6.1 Develop customer care/customer service strategy (10378) 6.2.3 Manage customer complaints (10389)
6.1.1
Define customer service requirements across the 6.2.3.1 Receive customer complaints (10397)
enterprise (20086) 6.2.3.2 Route customer complaints (10398)
6.1.2 Define customer service experience (20087) 6.2.3.3 Resolve customer complaints (10399)
6.1.3 Define and manage customer service channel strategy 6.2.3.4 Respond to customer complaints (10400)
(20088) 6.2.3.5 Support customer complaints and service
6.1.4 Develop customer service segmentation/prioritization (12200)
(e.g., tiers) (10381) 6.2.3.6 Analyze customer complaints and response/
6.1.4.1 Analyze existing customers (10384) redressal (19072)
6.1.4.2 Analyze feedback of customer’s needs (10385) 6.2.4 Process returns (20094)
6.1.5 Define customer service policies and procedures (10382) 6.2.4.1 Authorize return (10364)
6.1.6 Establish target service level for each customer segment 6.2.4.2 Process return and record reason (20095)
(10383) 6.2.5 Report incidents and risks to regulatory bodies (12840)
6.1.7 Define warranty offering (20089) 6.3 Service products after sales (12658)
6.1.7.1 Determine and document warranty policies
6.3.1 Register products (20605)
(16893)
6.1.7.2 Create and manage warranty rules/claim codes 6.3.2 Process warranty claims (12669)
for products (16890) 6.3.2.1 Receive warranty claim (20096)
6.1.7.3 Agree on warranty responsibilities with 6.3.2.2 Validate warranty claim (12671)
suppliers (20090) 6.3.2.3 Investigate warranty issues (20097)
6.1.7.4 Define warranty related offerings for customers 6.3.2.3.1 Define issue (20098)
(20091) 6.3.2.3.2 Schedule field service (12677)
6.1.7.5 Communicate warranty policies and offerings 6.3.2.3.3 Request and receive defective part
(12673) (12678)
6.1.8 Develop recall strategy (20092) 6.3.2.3.4 Investigate issue/perform root cause
6.2 Plan and manage customer service contacts (10379) analysis (20099)
6.3.2.3.5 Receive investigation result/
6.2.1 Plan and manage customer service work force (10387)
recommendation for corrective
6.2.1.1 Forecast volume of customer service contacts action (20100)
(10390)
6.3.2.4 Determine responsible party (20101)
6.2.1.2 Schedule customer service work force (10391)
6.3.2.5 Manage pre-authorizations (20102)
6.2.1.3 Track work force utilization (10392)
6.3.2.6 Approve or reject warranty claim (12668)
6.2.1.4 Monitor and evaluate quality of customer
6.3.2.7 Notify originator of approve/reject decision
interactions with customer service
representatives (10393) (20103)
6.2.2 Manage customer service problems, requests, and 6.3.2.8 Authorize payment (20104)
inquiries (10388) 6.3.2.9 Close claim (20105)
6.2.2.1 Receive customer problems, requests, and 6.3.2.10 Reconcile warranty transaction disposition
inquiries (10394) (12667)
6.2.2.2 Analyze problems, requests, and inquiries 6.3.3 Manage supplier recovery (20106)
(13482) 6.3.3.1 Create supplier recovery claims (20107)
6.2.2.3 Resolve customer problems, requests, and 6.3.3.2 Negotiate recoveries with suppliers (20108)
inquiries (10395) 6.3.4 Service products (10218)
6.2.2.4 Respond to customer problems, requests, and 6.3.4.1 Identify and schedule resources to meet service
inquiries (10396) requirements (10321)
6.2.2.5 Identify and capture upsell/cross-sell 6.3.4.1.1 Create resourcing plan and schedule
opportunities (16928) (10327)
6.2.2.6 Deliver opportunity to sales team (16937) 6.3.4.1.2 Create service order fulfillment
6.2.2.7 Support customer order status inquiry (12197) schedule (10328)
6.2.2.8 Support customer deliver status inquiry (12198) 6.3.4.2 Provide service to specific customers (10322)
6.2.2.9 Support customer financial inquiry (12199) 6.3.4.2.1 Organize daily service order

Version 7.2.1-en-AD • April 2020 20

 fulfillment schedule (10330) handling and resolution (10402)
6.3.4.2.2 Execute product repair (10331) 6.5.2.1 Solicit customer feedback on complaint
6.3.4.2.3 Manage service order fulfillment handling and resolution (11236)
(10332) 6.5.2.2 Analyze customer complaint data and identify
6.3.4.3 Ensure quality of service (10323) improvement opportunities (11237)
6.3.4.3.1 Identify completed service orders for
6.5.2.3 Identify common customer complaints (11689)
feedback (10334)
6.3.4.3.2 Identify incomplete service orders 6.5.3 Measure customer satisfaction with products and services
and service failures (10335) (10403)
6.3.4.3.3 Solicit customer feedback on 6.5.3.1 Gather and solicit post-sale customer feedback
services delivered (10336) on products and services (11238)
6.3.4.3.4 Process customer feedback on 6.5.3.2 Solicit post-sale customer feedback on ad
services delivered (10337) effectiveness (11239)
6.4 Manage product recalls and regulatory audits (20110)
6.5.3.3 Solicit customer feedback on cross-channel
6.4.1 Initiate recall (20111) experience (20117)
6.4.2 Assess the liklihood and consequences of occurrence of
6.5.3.4 Analyze product and service satisfaction data
any hazards (20112)
and identify improvement opportunities (11240)
6.4.3 Manage recall related communications (20113)
6.4.4 Submit regulatory reports (20114) 6.5.3.5 Provide feedback and insights to appropriate
teams (product design/development, marketing,
6.4.5 Monitor and audit recall effectiveness (20115)
manufacturing) (11241)
6.4.6 Manage recall termination (20116)
6.5.4 Evaluate and manage warranty performance (12672)
6.5 Evaluate customer service operations and customer
satisfacion (20595) 6.5.4.1 Measure customer satisfaction with warranty
handling and resolution (20118)
6.5.1 Measure customer satisfaction with customer problems,
requests, and inquiries handling (10401) 6.5.4.2 Monitor and report on warranty management
6.5.1.1 Solicit customer feedback on customer service metrics (12676)
experience (11687) 6.5.4.3 Identify improvement opportunities (20119)
6.5.1.2 Analyze customer service data and identify 6.5.4.4 Identify opportunities to eliminate warranty
improvement opportunities (11688) waste (12674)
6.5.1.3 Provide customer feedback to product
6.5.4.5 Investigate fraudulent claims (20120)
management on customer service experience
(18126) 6.5.5 Evaluate recall performance (20121)
6.5.2 Measure customer satisfaction with customer- complaint 6.5.5.1 Manage recalls (19769)

21 Permission granted to photocopy for personal use. ©2020 APQC and IBM. ALL RIGHTS RESERVED.
7.0 Develop and Manage Human Capital (10007)

7.1 Develop and manage human resources planning, policies, 7.2.1.7 Manage requisition dates (10452)
and strategies (17043) 7.2.2 Recruit/Source candidates (10440)
7.1.1 Develop human resources strategy (20958) 7.2.2.1 Determine recruitment methods and channels
7.1.1.1 Identify strategic HR needs (10418) (10453)
7.1.1.2 Define HR and business function roles and 7.2.2.2 Perform recruiting activities/events (10454)
accountability (10419) 7.2.2.3 Manage recruitment vendors (10455)
7.1.1.3 Determine HR costs (10420) 7.2.2.4 Manage employee referral programs (17047)
7.1.1.4 Establish HR measures (10421) 7.2.2.5 Manage recruitment channels (17048)
7.1.1.5 Communicate HR strategies (10422) 7.2.3 Screen and select candidates (20123)
7.1.1.6 Develop strategy for HR systems/technologies/ 7.2.3.1 Identify and deploy candidate selection tools
tools (10432) (10456)
7.1.1.7 Manage employer branding (20606) 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 Gather skill requirements according to 7.2.4 Manage new hire/re-hire (10443)
corporate strategy and market environment
7.2.4.1 Draw up and make offer (10463)
(10423)
7.2.4.2 Negotiate offer (10464)
7.1.2.2 Plan employee resourcing requirements per
business unit/organization (10424) 7.2.4.3 Hire candidate (10465)
7.1.2.3 Develop compensation plan (10425) 7.2.5 Manage applicant information (10444)
7.1.2.3.1 Establish incentive plan (10210) 7.2.5.1 Obtain candidate background information (10460)
7.1.2.4 Develop succession plan (10426) 7.2.5.2 Create applicant record (10466)
7.1.2.5 Develop high performers/leadership programs 7.2.5.3 Manage/track applicant data (10467)
(16938) 7.2.5.3.1 Complete position classification and
7.1.2.6 Develop employee diversity plan (10427) level of experience (20124)
7.1.2.7 Develop training program (11622) 7.2.5.4 Archive and retain records of non-hires (10468)
7.1.2.8 Develop recruitment program (11623) 7.3 Manage employee on boarding, development, and training
7.1.2.9 Develop other HR programs (10428) (20599)
7.1.2.10 Develop HR policies (10429) 7.3.1 Manage employee orientation and deployment (10469)
7.1.2.11 Administer HR policies (10430) 7.3.1.1 Create/maintain employee on-boarding program
7.1.2.12 Plan employee benefits (10431) (10474)
7.1.2.13 Develop workforce strategy models (10433) 7.3.1.1.1 Develop employee induction
7.1.2.14 Implement workforce strategy models (20122) program (10477)
7.1.3 Monitor and update strategy, plans, and policies (10417) 7.3.1.1.2 Maintain/Update employee
7.1.3.1 Measure realization of objectives (10434) induction program (10478)
7.1.3.2 Measure contribution to business strategy (10435) 7.3.1.2 Evaluate the effectiveness of the employee
on-boarding program (11243)
7.1.3.3 Communicate plans and provide updates to
stakeholders (10436) 7.3.1.3 Execute on-boarding program (17050)
7.1.3.4 Review and revise HR plans (10438) 7.3.2 Manage employee performance (10470)
7.1.4 Develop competency management models (17046) 7.3.2.1 Define employee performance objectives (10479)
7.3.2.2 Review, appraise, and manage employee
7.2 Recruit, source, and select employees (10410)
performance (10480)
7.2.1 Manage employee requisitions (10439) 7.3.2.3 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 development (10472)
7.2.1.2 Develop and maintain job descriptions (10447) 7.3.3.1 Define employee development guidelines (10487)
7.2.1.3 Open job requisitions (10446) 7.3.3.2 Develop employee career plans and career
7.2.1.4 Post job requisitions (10448) paths (10488)
7.2.1.5 Modify job requisitions (10450) 7.3.3.3 Manage employee skill and competency
7.2.1.6 Notify hiring manager (10451) development (17051)

Version 7.2.1-en-AD • April 2020 22

 7.3.4 Develop and train employees (10473) 7.5.2.2 Administer benefit enrollment (10505)
7.3.4.1 Align employee with organization development 7.5.2.3 Process claims (10506)
needs (10490) 7.5.2.4 Perform benefit reconciliation (10507)
7.3.4.2 Define employee competencies (16940) 7.5.3 Manage employee assistance and retention (10496)
7.3.4.3 Align learning programs with competencies 7.5.3.1 Deliver programs to support work/life balance
(10491) for employees (10508)
7.3.4.4 Establish training needs by analysis of required 7.5.3.2 Develop family support systems (10509)
and available skills (10492) 7.5.3.3 Review retention and motivation indicators
7.3.4.5 Develop, conduct, and manage employee and/ (10510)
or management training programs (10493) 7.5.3.4 Review compensation plan (10511)
7.3.4.6 Manage examinations and certifications (20125) 7.5.4 Administer payroll (10497)
7.3.4.6.1 Liaise with external certification 7.6 Redeploy and retire employees (10413)
authorities (20126)
7.6.1 Manage promotion and demotion process (10512)
7.3.4.6.2 Administer certification tests
(20127) 7.6.2 Manage separation (10513)
7.3.4.6.3 Appraise experience qualifications 7.6.3 Manage retirement (10514)
(20128) 7.6.4 Manage leave of absence (10515)
7.3.4.6.4 Administer certificate issue and 7.6.5 Develop and implement employee outplacement (10516)
maintenance (20129) 7.6.6 Manage workforce scheduling (20132)
7.4 Manage employee relations (17052) 7.6.6.1 Receive required resources/skills and
capabilities (20133)
7.4.1 Manage labor relations (10483)
7.6.6.2 Manage resource deployment (10517)
7.4.2 Manage collective bargaining process (10484)
7.6.7 Relocate employees and manage assignments (17055)
7.4.3 Manage labor management partnerships (10485)
7.6.7.1 Manage expatriates (10520)
7.4.4 Manage employee grievances (10531)
7.7 Manage employee information and analytics (17056)
7.5 Reward and retain employees (10412)
7.7.1 Manage reporting processes (10522)
7.5.1 Develop and manage reward, recognition, and motivation
7.7.2 Manage employee inquiry process (10523)
programs (10494)
7.7.3 Manage and maintain employee data (10524)
7.5.1.1 Develop salary/compensation structure and
7.7.4 Manage human resource information systems HRIS
plan (10498)
(10525)
7.5.1.2 Develop benefits and reward plan (10499)
7.7.5 Develop and manage employee metrics (10526)
7.5.1.3 Perform competitive analysis of benefit and
7.7.6 Develop and manage time and attendance systems
rewards (10500)
(10527)
7.5.1.4 Identify compensation requirements based on
7.7.7 Manage/Collect employee suggestions and perform
financial, benefits, and HR policies (10501)
employee research (10530)
7.5.1.5 Administer compensation and rewards to
employees (10502) 7.8 Manage employee communication (17057)
7.5.1.6 Reward and motivate employees (10503) 7.8.1 Develop employee communication plan (10529)
7.5.2 Manage and administer benefits (10495) 7.8.2 Conduct employee engagement surveys (16944)
7.5.2.1 Deliver employee benefits program (10504) 7.9 Deliver employee communications (10532)

23 Permission granted to photocopy for personal use. ©2020 APQC and IBM. ALL RIGHTS RESERVED.
8.0 Manage Information Technology (IT) (20607)

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)

Version 7.2.1-en-AD • April 2020 24

 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

25 Permission granted to photocopy for personal use. ©2020 APQC and IBM. ALL RIGHTS RESERVED.
 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)

Version 7.2.1-en-AD • April 2020 26

 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)

27 Permission granted to photocopy for personal use. ©2020 APQC and IBM. ALL RIGHTS RESERVED.
 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)

Version 7.2.1-en-AD • April 2020 28

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
(10809)
9.1.3.4 Manage asset resource deployment and
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 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 Set and enforce approval limits (10817)
9.1.4.7 Manage continuous cost improvement (10788)
9.3.1.5 Establish common financial systems (10818)
9.2 Perform revenue accounting (10729)
9.3.2 Perform general accounting (10748)
9.2.1 Process customer credit (10742) 9.3.2.1 Maintain chart of accounts (10819)
9.2.1.1 Establish credit policies (10789) 9.3.2.2 Process journal entries (10820)
9.2.1.2 Analyze/Approve new account applications 9.3.2.3 Process allocations (10821)
(10790) 9.3.2.4 Process period end adjustments (10822)
9.2.1.3 Analyze credit scoring history (14187) 9.3.2.5 Post and reconcile intercompany transactions
9.2.1.4 Forecast credit scoring requirement (14188) (10823)
9.2.1.5 Review existing accounts (10791) 9.3.2.6 Reconcile general ledger accounts (10824)
9.2.1.6 Produce credit/collection reports (10792) 9.3.2.7 Perform consolidations and process
9.2.1.7 Reinstate or suspend accounts based on credit eliminations (10825)
policies (10793) 9.3.2.8 Prepare trial balance (10826)
9.2.2 Invoice customer (10743) 9.3.2.9 Prepare and post management adjustments
9.2.2.1 Maintain customer/product master files (10794) (10827)
9.2.2.2 Generate customer billing data (10795) 9.3.3 Perform fixed-asset accounting (10749)
9.2.2.3 Transmit billing data to customers (10796) 9.3.3.1 Establish fixed-asset policies and procedures

29 Permission granted to photocopy for personal use. ©2020 APQC and IBM. ALL RIGHTS RESERVED.
 (10828) 9.5.1.2 Collect and record employee time worked
9.3.3.2 Maintain fixed-asset master data files (10829) (10854)
9.3.3.3 Process and record fixed-asset additions and 9.5.1.3 Analyze and report paid and unpaid leave
retires (10830) (10855)
9.3.3.4 Process and record fixed-asset adjustments, 9.5.1.4 Monitor regular, overtime, and other hours
enhancements, revaluations, and transfers (10856)
(10831) 9.5.1.5 Analyze and report employee utilization (10857)
9.3.3.5 Process and record fixed-asset maintenance 9.5.2 Manage pay (10754)
and repair expenses (10832) 9.5.2.1 Enter employee time worked into payroll system
9.3.3.6 Calculate and record depreciation expense (10858)
(10833) 9.5.2.2 Maintain and administer employee earnings
9.3.3.7 Reconcile fixed-asset ledger (10834) information (10859)
9.3.3.8 Track fixed-assets including physical inventory 9.5.2.3 Maintain and administer applicable deductions
(10835) (10860)
9.3.3.9 Provide fixed-asset data to support tax, 9.5.2.4 Monitor changes in tax status of employees
statutory, and regulatory reporting (10836) (10861)
9.3.4 Perform financial reporting (10750) 9.5.2.5 Process and distribute payments (10862)
9.3.4.1 Prepare business unit financial statements 9.5.2.6 Process and distribute manual checks (10863)
(10837) 9.5.2.7 Process period-end adjustments (10864)
9.3.4.2 Prepare consolidated financial statements 9.5.2.8 Respond to employee payroll inquiries (10865)
(10838) 9.5.3 Manage and process payroll taxes (10755)
9.3.4.3 Perform business unit reporting/review 9.5.3.1 Develop tax plan (14075)
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
9.3.4.6 Produce quarterly/annual filings and statements (10867)
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
9.4.1 Perform capital planning and project approval (10751) master file (10869)
9.4.1.1 Develop capital investment policies and 9.6.1.2 Maintain/Manage electronic commerce (10870)
procedures (10844) 9.6.1.3 Audit invoices and key data in AP system
9.4.1.2 Develop and approve capital expenditure plans (10871)
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 9.6.1.12 Match receipts with purchase orders (12213)
spending (10850)
9.6.1.13 Perform evaluated receipt settlement (12214)
9.4.2.4 Close/capitalize projects (10851)
9.6.1.14 Process invoices (12215)
9.4.2.5 Measure financial returns on completed capital
9.6.1.14.1 Process recurring invoices (12217)
projects (10852)
9.6.1.14.2 Process one-time invoices (19775)
9.5 Process payroll (10732)
9.6.2 Process expense reimbursement (10757)
9.5.1 Report time (10753) 9.6.2.1 Establish and communicate expense
9.5.1.1 Establish policies and procedures (10853) reimbursement policies and approval

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 limits (10880) accounts (10907)
9.6.2.2 Capture and report relevant tax data (10881) 9.7.4 Manage debt and investment (10761)
9.6.2.3 Approve reimbursements and advances (10882) 9.7.4.1 Establish investment policy (14079)
9.6.2.4 Process reimbursements and advances (10883) 9.7.4.2 Manage financial intermediary relationships
9.6.2.5 Manage personal accounts (10884) (10908)
9.6.3 Manage corporate credit cards (20929) 9.7.4.3 Manage liquidity (10909)
9.6.3.1 Establish corporate credit card policies and 9.7.4.4 Manage issuer exposure (10910)
approval limits (20930) 9.7.4.5 Process and oversee debt and investment
9.6.3.2 Process corporate credit card requests (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 Maintain bank account information (12218)
9.7.1.1 Establish scope and governance of treasury 9.7.6 Monitor and execute risk and hedging transactions
operations (10885) (11208)
9.7.1.2 Establish and publish treasury policies (10886) 9.7.6.1 Develop risk management/hedging strategy
9.7.1.3 Develop treasury procedures (10887) (12974)
9.7.1.4 Monitor treasury procedures (10888) 9.7.6.2 Manage interest rate risk (11209)
9.7.1.5 Audit treasury procedures (10889) 9.7.6.2.1 Manage interest rate market data
9.7.1.6 Revise treasury procedures (10890) (19575)
9.7.1.7 Develop and confirm internal controls for 9.7.6.2.2 Determine interest rate exposure for
treasury (10891) all markets (19576)
9.7.1.8 Define system security requirements (10892) 9.7.6.2.3 Determine interest rate hedge
9.7.2 Manage cash (10759) requirements in accordance with
9.7.2.1 Manage and reconcile cash positions (10893) risk policy (19577)
9.7.2.2 Manage cash equivalents (10894) 9.7.6.2.4 Execute interest rate trades (19578)
9.7.2.3 Process and oversee electronic fund transfers 9.7.6.3 Manage foreign exchange risk (11210)
(EFTs) (10895) 9.7.6.3.1 Manage foreign exchange market
9.7.2.4 Develop cash flow forecasts (10896) data (19579)
9.7.2.5 Manage cash flows (10897) 9.7.6.3.2 Determine foreign exchange
exposure for all currencies (19580)
9.7.2.6 Produce cash management accounting
transactions and reports (10898) 9.7.6.3.3 Determine foreign exchange hedge
9.7.2.7 Manage and oversee banking relationships requirements in accordance with
(10899) risk policy (19581)
9.7.2.8 Analyze, negotiate, resolve, and confirm bank 9.7.6.3.4 Execute foreign exchange trades
fees (10900) (19582)
9.7.3 Manage in-house bank accounts (10760) 9.7.6.3.5 Manage foreign exchange balance
sheet risk (19583)
9.7.3.1 Manage in-house bank accounts for
subsidiaries (10901) 9.7.6.4 Manage exposure risk (11211)
9.7.3.2 Manage and facilitate inter-company borrowing 9.7.6.4.1 Determine current customer
transactions (10902) exposures and limit exceptions
(19584)
9.7.3.3 Manage centralized outgoing payments on
behalf of subsidiaries (10903) 9.7.6.4.2 Resolve customer exposure limit
violations (19585)
9.7.3.4 Manage central incoming payments on behalf
of subsidiaries (10904) 9.7.6.4.3 Manage customer collateral (19586)
9.7.3.5 Manage internal payments and netting 9.7.6.4.4 Perform annual customer credit
transactions (10905) reviews (19587)
9.7.3.6 Calculate interest and fees for in-house bank 9.7.6.5 Execute hedging transactions (20137)
accounts (10906) 9.7.6.5.1 Measure physical positions (19588)
9.7.3.7 Provide account statements for in-house bank 9.7.6.5.2 Establish hedges (19589)

31 Permission granted to photocopy for personal use. ©2020 APQC and IBM. ALL RIGHTS RESERVED.
 9.7.6.5.3 Unwind hedges (19590) 9.9 Manage taxes (10736)
9.7.6.5.4 Evaluate and refine hedging 9.9.1 Develop tax strategy and plan (10765)
positions (11213)
9.9.1.1 Develop foreign, national, state, and local tax
9.7.6.5.5 Monitor credit (11215) strategy (10927)
9.7.6.6 Produce hedge accounting transactions and
9.9.1.2 Consolidate and optimize total tax plan (10928)
reports (11214)
9.9.1.3 Maintain tax master data (10929)
9.7.7 Manage financial fraud/dispute cases (16958)
9.9.2 Process taxes (10766)
9.8 Manage internal controls (10735)
9.9.2.1 Perform tax planning/strategy (10930)
9.8.1 Establish internal controls, policies, and procedures 9.9.2.2 Prepare tax returns (10931)
(10762)
9.9.2.3 Prepare foreign taxes (10932)
9.8.1.1 Establish board of directors and audit
committee (10914) 9.9.2.4 Calculate deferred taxes (10933)
9.8.1.2 Define and communicate code of ethics (10915) 9.9.2.5 Account for taxes (10934)
9.8.1.3 Assign roles and responsibility for internal 9.9.2.6 Monitor tax compliance (10935)
controls (10916) 9.9.2.7 Address tax inquiries (10936)
9.8.1.4 Define business process objectives and risks 9.10 Manage international funds/consolidation (10737)
(11250)
9.10.1 Monitor international rates (10767)
9.8.1.5 Define entity/unit risk tolerances (11251)
9.10.2 Manage transactions (10768)
9.8.2 Operate controls and monitor compliance with internal
controls policies and procedures (10763) 9.10.3 Monitor currency exposure/hedge currency (10769)
9.8.2.1 Design and implement control activities (10917) 9.10.4 Report results (10770)
9.8.2.2 Monitor control effectiveness (10918) 9.11 Perform global trade services (17059)
9.8.2.3 Remediate control deficiencies (10919) 9.11.1 Screen sanctioned party list (14090)
9.8.2.4 Create compliance function (10920)
9.11.2 Control exports and imports (14091)
9.8.2.5 Operate compliance function (10921)
9.11.3 Classify products (14092)
9.8.2.6 Implement and maintain controls-related
9.11.4 Perform currency conversion (19593)
enabling technologies and tools (10922)
9.11.5 Calculate duty (14093)
9.8.3 Report on internal controls compliance (10764)
9.8.3.1 Report to external auditors (10923) 9.11.6 Communicate with customs (14094)
9.8.3.2 Report to regulators, share-/debt-holders, 9.11.7 Document trade (14095)
securities exchanges, etc. (10924) 9.11.8 Process trade preferences (14096)
9.8.3.3 Report to third parties (10925) 9.11.9 Handle restitution (14097)
9.8.3.4 Report to internal management (10926) 9.11.10 Prepare letter of credit (14098)

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10.0 Acquire, Construct, and Manage Assets (19207)

10.1 Plan and acquire assets (10937) 10.2.4.4 Manage safety, security, and access to sites
(19228)
10.1.1 Develop property strategy and long term vision (10941)
10.2.5 Commission new assets (11280)
10.1.1.1 Confirm alignment of property requirements
with business strategy (10955) 10.2.5.1 Schedule commissioning (19235)
10.1.1.2 Appraise the external environment (10956) 10.2.5.2 Co-ordinate energization with network
operations (19236)
10.1.1.3 Determine build or buy decision (10957)
10.2.5.3 Capture commissioning records (19237)
10.1.2 Develop, construct, and modify sites (10942)
10.1.2.1 Obtain construction permissions (11277) 10.3 Maintain productive assets (19238)
10.1.2.2 Perform construction design and planning 10.3.1 Plan asset maintenance (19239)
(11278) 10.3.1.1 Develop maintenance strategies (19240)
10.1.2.3 Perform construction (11279) 10.3.1.2 Analyze assets and predict maintenance
10.1.3 Plan facility (10943) requirements (10967)
10.1.3.1 Design facility (10958) 10.3.1.3 Specify maintenance policies (19241)
10.1.3.1.1 Design / define maintenance facility 10.3.1.4 Integrate preventive maintenance into
(19776) operations schedule (10968)
10.1.3.2 Analyze budget (10959) 10.3.1.5 Identify work management tasks & priorities
10.1.3.3 Select property (10960) (19242)
10.1.3.4 Negotiate terms for facility (10961) 10.3.1.6 Conduct resource planning (19243)
10.1.3.5 Manage construction or modification to 10.3.1.7 Create work plans (19244)
building (10962) 10.3.2 Manage asset maintenance (19245)
10.1.4 Provide workspace and facilities (10944) 10.3.2.1 Schedule maintenance work (19246)
10.1.4.1 Acquire workspace and facilities (10963) 10.3.2.2 Obtain required resources (19247)
10.1.4.2 Change fit/form/function of workspace and 10.3.2.3 Undertake quality control (19248)
facilities (10964) 10.3.2.4 Update work and asset records (19249)
10.1.5 Manage facilities operations (10949) 10.3.2.5 Manage maintenance work safety (19250)
10.1.5.1 Relocate people (10965) 10.3.2.6 Define maintenance performance targets
10.1.5.2 Relocate material and tools (10966) (19251)
10.2 Design and construct productive assets (19208) 10.3.2.7 Monitor maintenance performance against
targets/contracts (19252)
10.2.1 Manage capital program for productive assets (19209) 10.3.3 Perform asset maintenance (19253)
10.2.1.1 Define capital investment plan (19210) 10.3.3.1 Perform preventative asset maintenance
10.2.1.2 Monitor capital program (19211) (10947)
10.2.1.3 Secure construction financing (19212) 10.3.3.2 Perform routine asset maintenance (19254)
10.2.2 Design and plan asset construction (20139) 10.3.3.3 Perform corrective asset maintenance and
10.2.2.1 Develop construction strategy (19220) repairs (19255)
10.2.2.2 Perform construction performance management 10.3.3.4 Identify unplanned maintenance requirements
(11276) (19256)
10.2.2.3 Design assets (19222) 10.3.3.5 Perform unplanned maintenance and repairs
10.2.2.4 Plan construction resources (19223) (19257)
10.2.3 Schedule and perform construction work (19229) 10.3.4 Perform component/part repair and overhaul activities
10.2.3.1 Schedule construction work (19230) (19727)
10.2.3.2 Obtain resources (19231) 10.3.4.1 Perform repair provider selection and
interaction (19728)
10.2.3.3 Construct new assets (19232)
10.3.4.2 Receive component / part and analyze fault
10.2.3.4 Augment existing assets (19233) (19729)
10.2.3.5 Renew/Replace assets (19234) 10.3.4.3 Test component / part (19730)
10.2.4 Manage asset construction (19224) 10.3.4.4 Perform beyond economic repair (BER)
10.2.4.1 Monitor work performance (19225) assessment (19731)
10.2.4.2 Undertake construction quality control (19226) 10.3.4.5 Prioritize repairs (based on aircraft on ground
10.2.4.3 Create work and asset records (19227) (AOG)) (19732)

33 Permission granted to photocopy for personal use. ©2020 APQC and IBM. ALL RIGHTS RESERVED.
 10.3.4.6Establish availability of components / parts 10.3.7 Manage ongoing maintenance, repair and overhaul
requiring repair (19733) service contracts (12089)
10.3.4.7 Perform repairs (19734) 10.3.7.1 Manage customer master information (12090)
10.3.4.8 Track component / part repairs (internal / 10.3.7.2 Manage customer pricing and quotations
external) (19735) (12091)
10.3.4.9 Document repair testing (19736) 10.3.7.3 Manage customer claims processing (12092)
10.3.4.10 Deliver repaired component/ part and relevant 10.3.7.4 Facilitate customer complaints seminars
documentation (19737) (12093)
10.3.4.11 Provide billing / invoice data to finance (19738) 10.3.7.5 Facilitate customer design reviews and
10.3.4.12 Manage system and process integration (19739) Initiatives (12094)
10.3.5 Define and manage maintenance capacities (19791) 10.3.7.6 Identify product improvements (12095)
10.3.5.1 Define and oversee maintenance capacities 10.3.7.7 Support proposal activities (12096)
(19740) 10.3.7.8 Provide cost/price data (12097)
10.3.5.2 Plan maintenance work (19792) 10.3.8 Provide field-level support preparation (12098)
10.3.5.3 Develop and manage operational capacity plan 10.3.8.1 Process customer request for service (12099)
(19741) 10.3.8.2 Determine resource and material requirements
10.3.6 Perform maintenance activities (19742) (12100)
10.3.6.1 Receive aircraft (19743) 10.3.8.3 Provide pricing and quotations (12101)
10.3.6.2 Generate quote for additional maintenance and 10.3.8.4 Generate service orders (12102)
obtain approval to proceed (19744) 10.3.8.5 Generate service order documentation (12103)
10.3.6.3 Perform aircraft / part maintenance (19745) 10.3.8.6 Secure resources and materials (12104)
10.3.6.4 Provide status reporting (19746) 10.3.8.7 Manage subcontracts (12105)
10.3.6.5 Manage certification documentation (19747) 10.3.8.8 Develop maintenance plans (12106)
10.3.6.6 Compile aircraft component change and 10.4 Maintain productive assets (19238)
configuration management data (19748)
10.4.1 Develop exit strategy (10952)
10.3.6.7 Manage task card lifecycle (issue, assign, work,
10.4.2 Decomission productive assets (19258)
approve, close) compliance (19749)
10.3.6.8 Manage third party provider interactions 10.4.3 Perform sale or trade (10953)
(19750) 10.4.4 Perform abandonment (10954)
10.3.6.9 Provide invoice / billing data to finance (19751) 10.4.5 Perform waste and hazardous goods management (16970)

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11.0 Manage Enterprise Risk, Compliance,
Remediation, and Resiliency (16437)
11.1 Manage enterprise risk (17060) 11.2.1.1 Develop enterprise compliance policies and
11.1.1 Establish the enterprise risk framework and policies procedures (17469)
(16439) 11.2.1.2 Implement enterprise compliance activities
11.1.1.1 Determine risk tolerance for organization (17470)
(16440) 11.2.1.3 Manage internal audits (14133)
11.1.1.2 Develop and maintain enterprise risk policies 11.2.1.4 Maintain controls-related technologies and
and procedures (16441) tools (14137)
11.1.1.3 Identify and implement enterprise risk
11.2.2 Manage regulatory compliance (16463)
management tools (16442)
11.2.2.1 Develop regulatory compliance procedures
11.1.1.4 Coordinate the sharing of risk knowledge
across the organization (16443) (16464)
11.1.1.5 Prepare and report enterprise risk to executive 11.2.2.2 Identify applicable regulatory requirements
management and board (16444) (16465)
11.1.2 Oversee and coordinate enterprise risk management 11.2.2.3 Monitor the regulatory environment for
activities (16445) changing or emerging regulations (16466)
11.1.2.1 Identify enterprise level risks (16446) 11.2.2.4 Assess current compliance position and identify
11.1.2.2 Assess risks to determine which to mitigate weaknesses or shortfalls therein (16467)
(16447) 11.2.2.5 Implement missing or stronger regulatory
11.1.2.3 Develop risk mitigation and management compliance controls and policies (16468)
strategy and integrate with existing
11.2.2.6 Monitor and test regulatory compliance position
performance management processes (16448)
and existing controls (16469)
11.1.2.4 Verify business unit and functional risk
mitigation plans are implemented (16449) 11.2.2.7 Compile and communicate compliance
11.1.2.5 Ensure risks and risk mitigation actions are scorecard(s) (19595)
monitored (16450) 11.2.2.8 Compile and communicate internal and
11.1.2.6 Report on enterprise risk activities (16451) regulatory compliance reports (19596)
11.1.2.7 Coordinate business unit and functional risk 11.2.2.9 Maintain relationships with regulators as
management activities (16452) appropriate (16470)
11.1.2.8 Ensure that each business unit/function follows 11.2.2.10 Certify capabilities (19777)
the enterprise risk management process (16453)
11.3 Manage remediation efforts (11185)
11.1.2.9 Ensure that each business unit/function follows
the enterprise risk reporting process (16454) 11.3.1 Create remediation plans (11201)
11.1.3 Manage business unit and function risk (17462) 11.3.2 Contact and confer with experts (11202)
11.1.3.1 Identify risks (16456) 11.3.3 Identify/dedicate resources (11203)
11.1.3.2 Assess risks using enterprise risk framework 11.3.4 Investigate legal aspects (11204)
policies and procedures (16457)
11.3.5 Investigate damage cause (11205)
11.1.3.3 Develop mitigation plans for risks (16458)
11.3.6 Amend or create policy (11206)
11.1.3.3.1 Assess adequacy of insurance
coverage (18129) 11.4 Manage business resiliency (11216)
11.1.3.4 Implement mitigation plans for risks (16459) 11.4.1 Develop the business resilience strategy (11221)
11.1.3.5 Monitor risks (16460) 11.4.2 Perform continuous business operations planning (11222)
11.1.3.6 Analyze risk activities and update plans (16461) 11.4.3 Test continuous business operations (11223)
11.1.3.7 Report on function risk activities (16462) 11.4.4 Maintain continuous business operations (11224)
11.2 Manage compliance (17467) 11.4.5 Share knowledge of specific risks across other parts of
11.2.1 Establish compliance framework and policies (17468) the organization (16471)

35 Permission granted to photocopy for personal use. ©2020 APQC and IBM. ALL RIGHTS RESERVED.
12.0 Manage External Relationships (10012)

12.1 Build investor relationships (11010) 12.4.3 Develop and perform preventive law programs (11046)
12.1.1 Plan, build, and manage lender relations (11035) 12.4.4 Ensure compliance (11047)
12.1.2 Plan, build, and manage analyst relations (11036) 12.4.4.1 Plan and initiate compliance program (11053)
12.1.3 Communicate with shareholders (11037) 12.4.4.2 Execute compliance program (11054)
12.4.5 Manage outside counsel (11048)
12.2 Manage government and industry relationships (11011)
12.4.5.1 Assess problem and determine work
12.2.1 Manage government relations (11038) requirements (11056)
12.2.1.1 Assess relationships (12869) 12.4.5.2 Engage/Retain outside counsel if necessary
12.2.1.2 Appoint responsible executives (12870) (11057)
12.2.1.3 Monitor relationships (12871) 12.4.5.3 Receive strategy/budget (11058)
12.2.1.4 Receive input from internal advisors (12872) 12.4.5.4 Receive work product and manage/monitor
12.2.1.5 Receive input from external advisors (12873) case and work performed (11059)
12.2.1.6 Liaise with authorities (12874) 12.4.5.5 Process payment for legal services (11060)
12.2.2 Manage relations with quasi-government bodies (11039) 12.4.5.6 Track legal activity/performance (11061)
12.2.2.1 Establish relationships with agencies (12875) 12.4.6 Protect intellectual property (11049)
12.2.2.2 Respond to audit inquiries (12876) 12.4.6.1 Manage copyrights, patents, and trademarks
12.2.2.3 Maintain documentation of contacts (12877) (11062)
12.2.2.4 Plan and manage meetings (12878) 12.4.6.2 Maintain intellectual property rights and
restrictions (11063)
12.2.3 Manage relations with trade or industry groups (11040)
12.4.6.3 Administer licensing terms (11064)
12.2.3.1 Evaluate the requirements for strategic
relationships (12879) 12.4.6.4 Administer options (11065)
12.2.3.2 Monitor the success of the partnerships (12880) 12.4.7 Resolve disputes and litigations (11050)
12.2.3.3 Extend or change the relationships (12881) 12.4.8 Provide legal advice/counseling (11051)
12.2.4 Manage lobby activities (11041) 12.4.9 Negotiate and document agreements/contracts (11052)

12.3 Manage relations with board of directors (11012) 12.5 Manage public relations program (11014)

12.3.1 Report financial results (11042) 12.5.1 Manage community relations (11066)
12.3.2 Report audit findings (11043) 12.5.2 Manage media relations (11067)
12.5.3 Promote political stability (11068)
12.4 Manage legal and ethical issues (11013)
12.5.4 Create press releases (11069)
12.4.1 Create ethics policies (11044) 12.5.5 Issue press releases (11070)
12.4.2 Manage corporate governance policies (11045)

Version 7.2.1-en-AD • April 2020 36

13.0 Develop and Manage Business Capabilities (10013)

13.1 Manage business processes (16378) objectives (11117)

13.1.1 Establish and maintain process management governance 13.2.3.1.2 Identify project resource
(16379) requirements (16412)
13.1.1.1 Define and manage governance approach 13.2.3.1.3 Assess culture and readiness for
(16380) project management approach
(11118)
13.1.1.2 Establish and maintain process tools and
templates (16381) 13.2.3.1.4 Create business case and obtain
funding (11120)
13.1.1.3 Assign and support process ownership (16382)
13.2.3.1.5 Develop project measures and
13.1.1.4 Perform process governance activities (16383)
indicators (11121)
13.1.2 Define and manage process frameworks (16384)
13.2.3.2 Identify appropriate project management
13.1.2.1 Establish and maintain process framework methodologies (11119)
(163850) 13.2.3.3 Develop project plans (16413)
13.1.2.2 Identify cross-functional processes (16386) 13.2.3.3.1 Define roles and
13.1.3 Define processes (16387) resources (11123)
13.1.3.1 Scope processes (16388) 13.2.3.3.2 Acquire/secure project
13.1.3.2 Analyze processes (16389) resources (20142)
13.1.3.2.1 Identify published best practices 13.2.3.3.3 Identify specific IT
(20140) requirements (11124)
13.1.3.3 Model and document processes (16390) 13.2.3.3.4 Create training and communication
13.1.3.4 Publish processes (16391) plans (11125)
13.1.4 Manage process performance (16392) 13.2.3.3.5 Design recognition and reward
approaches (11127)
13.1.4.1 Provide process training (16393)
13.2.3.3.6 Design and plan launch of project
13.1.4.2 Support process execution (16394)
(11128)
13.1.4.3 Measure and report process performance
13.2.3.3.7 Deploy the project (11129)
(16395)
13.2.3.4 Execute projects (16414)
13.1.4.3.1 Identify additional metrics as
13.2.3.4.1 Evaluate impact of project
required (20141)
management (strategy and projects)
13.1.5 Improve processes (16396) on measures and outcomes (11131)
13.1.5.1 Identify and select improvement opportunities 13.2.3.4.2 Report the status of project (16415)
(16397)
13.2.3.4.3 Manage project scope (16416)
13.1.5.2 Manage improvement projects (16398)
13.2.3.4.4 Promote and sustain activity and
13.1.5.3 Perform continuous improvement activities involvement (11132)
(16399)
13.2.3.4.5 Realign and refresh project
13.2 Manage portfolio, program, and project (16400) management strategy and approaches (11133)
13.2.1 Manage portfolio (16401) 13.2.3.5 Review and report project performance (16417)
13.2.1.1 Establish portfolio strategy (16402) 13.2.3.6 Close projects (16418)
13.2.1.2 Define portfolio governance (16403) 13.3 Manage enterprise quality (17471)
13.2.1.3 Monitor and control portfolio (16404) 13.3.1 Establish quality requirements (17472)
13.2.2 Manage programs (16405) 13.3.1.1 Define critical-to-quality characteristics (17473)
13.2.2.1 Establish program structure and approach 13.3.1.2 Define preventive quality activities (17474)
(16406) 13.3.1.3 Develop quality controls (17475)
13.2.2.2 Manage program stakeholders and partners 13.3.1.3.1 Define process steps for controls (or
(16407) integration points) (17476)
13.2.2.3 Manage program execution (16408) 13.3.1.3.2 Define sampling plan (17477)
13.2.2.4 Review and report program performance 13.3.1.3.3 Identify measurement methods
(16409) (17478)
13.2.3 Manage projects (16410) 13.3.1.3.4 Define required competencies
13.2.3.1 Establish project scope (16411) (17479)
13.2.3.1.1 Identify project requirements and

37 Permission granted to photocopy for personal use. ©2020 APQC and IBM. ALL RIGHTS RESERVED.
 13.3.1.4Prove capability to assess compliance with 13.4.1.4 Identify change champion(s) (11141)
requirements (17480) 13.4.1.5 Form design team (11142)
13.3.1.5 Finalize quality plan (17481) 13.4.1.6 Define scope (11143)
13.3.2 Evaluate performance to requirements (17482) 13.4.1.7 Understand current state (11144)
13.3.2.1 Test against quality plan (17483) 13.4.1.8 Define future state (11145)
13.3.2.1.1 Conduct test and collect data 13.4.1.9 Conduct organizational risk analysis (11146)
(17484) 13.4.1.10 Assess cultural issues (11147)
13.3.2.1.2 Record result(s) (17485) 13.4.1.11 Identify impacted groups (20143)
13.3.2.1.3 Determine disposition of result(s) 13.4.1.12 Determine degree/extent of impact (20144)
(17486)
13.4.1.13 Establish accountability for change
13.3.2.2 Assess results of tests (17487) management (11148)
13.3.2.2.1 Assess sample significance (17488) 13.4.1.14 Identify barriers to change (11149)
13.3.2.2.2 Summarize result(s) (17489) 13.4.1.15 Determine change enablers (11150)
13.3.2.2.3 Recommend actions (17490) 13.4.1.16 Identify resources and develop measures
13.3.2.2.4 Decide next steps (17491) (11151)
13.3.3 Manage non-conformance (17492) 13.4.2 Design the change (11135)
13.3.3.1 Assess potential impact (17493) 13.4.2.1 Assess connection to other initiatives (11152)
13.3.3.2 Determine immediate action(s) (17494) 13.4.2.2 Develop change management plans (11153)
13.3.3.3 Identify root cause(s) (17495) 13.4.2.3 Develop training plan (11154)
13.3.3.4 Take corrective or preventative action (17496) 13.4.2.4 Develop communication plan (11155)
13.3.3.5 Close non-conformance (17497) 13.4.2.5 Assign change champion(s) (20145)
13.3.4 Implement and maintain the enterprise quality 13.4.2.6 Develop rewards/incentives plan (11156)
management system (EQMS) (17498) 13.4.2.7 Establish change adoption metrics (11157)
13.3.4.1 Define the quality strategy (17499) 13.4.2.8 Establish/Clarify new roles (11158)
13.3.4.2 Plan and deploy the EQMS scope, targets, and 13.4.2.9 Identify budget/roles (11159)
goals (17500) 13.4.3 Implement change (11136)
13.3.4.3 Identify core EQMS processes, controls, and 13.4.3.1 Create commitment for improvement/change
metrics (17501) (11160)
13.3.4.4 Develop and document EQMS policies, 13.4.3.2 Reengineer business processes and systems
procedures, standards, and measures (17502) (11161)
13.3.4.5 Assess the EQMS performance (17503) 13.4.3.3 Support transition to new roles or exit
13.3.4.6 Set service level standards (19778) strategies for incumbents (11162)
13.3.4.7 Create environment and capability for EQMS 13.4.3.4 Monitor change (11163)
improvement(s) (17504) 13.4.3.5 Report on change (20146)
13.3.4.7.1 Reward quality excellence (17505) 13.4.4 Sustain improvement (11137)
13.3.4.7.2 Create and maintain quality 13.4.4.1 Monitor improved process performance (11164)
partnerships (17506) 13.4.4.2 Capture and reuse lessons learned from change
13.3.4.7.3 Maintain talent capabilities and process (11165)
competencies (17507) 13.4.4.3 Take corrective action as necessary (11166)
13.3.4.7.4 Incorporate EQMS messaging into
13.5 Develop and manage enterprise-wide knowledge
communication channels (17508)
management (KM) capability (11073)
13.3.4.7.5 Assure independent EQMS
management access to appropriate 13.5.1 Develop KM strategy (11095)
authority in the organization (17509) 13.5.1.1 Develop governance model with
13.3.4.7.6 Transfer proven EQMS methods roles and accountability (11100)
(17510) 13.5.1.2 Define roles and accountability of
core group versus operating units
13.4 Manage change (11074)
(11102)
13.4.1 Plan for change (11134) 13.5.1.3 Develop funding models (11103)
13.4.1.1 Select process improvement methodology 13.5.1.4 Identify links to key initiatives
(11138) (11104)
13.4.1.2 Determine stakeholders (11140) 13.5.1.5 Develop core KM methodologies
13.4.1.3 Assess readiness for change (11139) (11105)

Version 7.2.1-en-AD • April 2020 38

 13.5.1.6 Assess IT needs and engage IT 13.6.2.4 Conduct gap analysis (11087)
function (11106) 13.6.2.5 Establish need for change (11088)
13.5.1.7 Develop training and communication 13.6.3 Evaluate process performance (20147)
plans (11107) 13.6.3.1 Establish appropriate performance indicators
13.5.1.8 Develop change management (metrics) (10270)
approaches (11108)
13.6.3.2 Establish monitoring frequency (10271)
13.5.1.9 Develop strategic measures and
13.6.3.3 Collect data (20148)
indicators (11109)
13.6.3.4 Calculate performance measures (10272)
13.5.2 Assess KM capabilities (11096)
13.6.3.5 Identify performance trends (10273)
13.5.2.1 Assess maturity of existing KM
initiatives (11110) 13.6.3.6 Analyze performance against benchmark data
(10274)
13.5.2.2 Evaluate existing KM approaches
(11111) 13.6.3.7 Prepare reports (10275)
13.5.2.3 Identify gaps and needs (11112) 13.6.3.8 Develop performance improvement plan (10276)
13.5.3 Design and implement KM capabilities (20965) 13.7 Manage environmental health and safety (EHS) (11179)
13.5.3.1 Develop new KM approaches 13.7.1 Determine environmental health and safety impacts
(11114) (11180)
13.5.3.2 Design resource model for KM 13.7.1.1 Evaluate environmental impact of products,
approaches (20966) services, and operations (11186)
13.5.3.3 Implement new KM approaches 13.7.1.2 Conduct health and safety and environmental
(11115) audits (11187)
13.5.3.4 Leverage and enhance IT for KM 13.7.2 Develop and execute functional EHS program (11181)
approaches (20967)
13.7.2.1 Identify regulatory and stakeholder
13.5.3.5 Develop measures (20968) requirements (11188)
13.5.4 Evolve and sustain KM capabilities (20969) 13.7.2.2 Assess future risks and opportunities (11189)
13.5.4.1 Enhance/Modify existing KM 13.7.2.3 Create EHS policy (11190)
approaches (11113)
13.7.2.4 Record and manage EHS events (11191)
13.5.4.2 Sustain awareness and engagement
13.7.3 Train and educate functional employees (11182)
(20970)
13.7.3.1 Communicate EHS issues to stakeholders and
13.5.4.3 Expand KM infrastructure to meet
demand (20971) provide support (11192)
13.7.4 Monitor and manage functional EHS management
13.6 Measure and benchmark (16436)
program (11183)
13.6.1 Create and manage organizational performance strategy 13.7.4.1 Manage EHS costs and benefits (11193)
(11071)
13.7.4.2 Measure and report EHS performance (11194)
13.6.1.1 Create enterprise measurement systems model
13.7.4.3 Implement emergency response program
(11075)
(11196)
13.6.1.2 Measure process efficiency (11076)
13.7.4.4 Implement pollution prevention program (11197)
13.6.1.3 Measure cost effectiveness (11077)
13.7.4.5 Provide employees with EHS support (11195)
13.6.1.4 Measure staff productivity (11078)
13.8 Develop, Manage, and Deliver Analytics (20959)
13.6.1.5 Measure cycle time (11079)
13.6.2 Benchmark performance (11072) 13.8.1 Develop and manage hypotheses (20960)
13.6.2.1 Conduct performance assessments (11083) 13.8.2 Collect data (20961)
13.6.2.2 Develop benchmarking capabilities (11084) 13.8.3 Analyze data (20962)
13.6.2.3 Conduct internal process and external 13.8.4 Report on data (20963)
competitive benchmarking (11085) 13.8.5 Identify remedial actions (20964)

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