CROSS INDUSTRY

PROCESS CLASSIFICATION FRAMEWORK®

Version 6.1.1

CROSS INDUSTRY PCF OVERVIEW

Based on the renowned Process Classification OPERATING PROCESSES
Framework® (PCF), The Cross Industry PCF®
1.0 >>> 2.0 >>> 3.0 >>> 4.0 >>> 5.0
is customized to define processes used within Develop Develop Market Deliver Manage
Vision and Manage and Sell Products Customer
organizations around the world. Version 6.1.1 of and Products and Products and and Service
the The Cross Industry PCF® includes changes Strategy Services Services Services

to make it compliant with the most recent

information in Cross Industry PCF® v6.1.0. This
MANAGEMENT AND SUPPORT SERVICES
version of the PCF® was developed in conjunction
with APQC and contains feedback from a variety 6.0 Develop and Manage Human Capital

of individuals within the industry. APQC provided

7.0 Manage Information Technology
much of the subject matter expertise to create
this industry specific process classification 8.0 Manage Financial Resources
framework.
for download at no charge at www.apqc.org/pcf. 9.0 Acquire, Construct, and Manage Assets

10.0 Manage Enterprise Risk, Compliance, Remediation, and Resiliency

THE FRAMEWORK FOR
PROCESS IMPROVEMENT 11.0 Manage External Relationships

Experience shows that the potential of

12.0 Develop and Manage Business Capabilities
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.
 PROCESS CLASSIFICATION FRAMEWORK® TABLE OF CONTENTS

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

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

COPYRIGHT AND ATTRIBUTION

©2022 APQC. ALL RIGHTS RESERVED. This Process Classification Framework® ("PCF") is the copyrighted intellectual property of APQC. APQC
encourages the wide distribution, discussion, and use of the PCF for classifying and defining organizational processes. Accordingly, APQC hereby
grants you a perpetual, worldwide, royalty-free license to use, copy, publish, modify, and create derivative works of the PCF, provided that all
copies of the PCF and any derivative works contain a copy of this notice.

2 Permission granted to photocopy for personal use. ©2015 APQC. ALL RIGHTS RESERVED.
 PCF LEVELS EXPLAINED

PROCESS ELEMENT NUMBERING SCHEME

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

Version 6.1.1-en-CIP • October 2015 3

1.0 Develop Vision and Strategy (10002)

1.1 Define the business concept and long-term vision (17040) 1.2.1.3 Communicate mission (10046)
1.1.1 Assess the external environment (10017) 1.2.2 Evaluate strategic options to achieve the objectives
1.1.1.1 Analyze and evaluate competition (10021) (10038)
1.1.1.2 Identify economic trends (10022) 1.2.2.1 Define strategic options (10047)
1.1.1.3 Identify political and regulatory issues (10023) 1.2.2.2 Assess and analyze impact of each option
(10048)
1.1.1.4 Assess new technology innovations (10024)
1.2.2.3 Develop sustainability strategy (14189)
1.1.1.5 Analyze demographics (10025)
1.2.2.4 Develop global support and shared services
1.1.1.6 Identify social and cultural changes (10026)
strategy (14190)
1.1.1.7 Identify ecological concerns (10027)
1.2.2.5 Develop lean/continuous improvement strategy
1.1.2 Survey market and determine customer needs and wants (14197)
(10018)
1.2.3 Select long-term business strategy (10039)
1.1.2.1 Conduct qualitative/quantitative assessments
(10028) 1.2.4 Coordinate and align functional and process strategies
(10040)
1.1.2.2 Capture and assess customer needs (10029)
1.2.5 Create organizational design (e.g., structure, governance,
1.1.3 Perform internal analysis (10019)
reporting, etc.) (10041)
1.1.3.1 Analyze organizational characteristics (10030)
1.2.5.1 Evaluate breadth and depth of organizational
1.1.3.2 Create baselines for current processes (10031) structure (10049)
1.1.3.3 Analyze systems and technology (10032) 1.2.5.2 Perform job-specific roles mapping and value-
1.1.3.4 Analyze financial positions (10033) added analyses (10050)
1.1.3.5 Identify enterprise core competencies (10034) 1.2.5.3 Develop role activity diagrams to assess hand-
1.1.4 Establish strategic vision (10020) off activity (10051)
1.1.4.1 Align stakeholders around strategic vision 1.2.5.4 Perform organization redesign workshops
(10035) (10052)
1.1.4.2 Communicate strategic vision to stakeholders 1.2.5.5 Design the relationships between
(10036) organizational units (10053)
1.1.5 Conduct organization restructuring opportunities (16792) 1.2.5.6 Develop role analysis and activity diagrams for
key processes (10054)
1.1.5.1 Identify restructuring opportunities (16793)
1.2.5.7 Assess organizational implication of feasible
1.1.5.2 Perform due-diligence (16794)
alternatives (10055)
1.1.5.3 Analyze deal options (16795)
1.2.5.8 Migrate to new organization (10056)
1.1.5.3.1 Evaluate acquisition options (16796)
1.2.6 Develop and set organizational goals (10042)
1.1.5.3.2 Evaluate merger options (16797)
1.1.5.3.3 Evaluate de-merger options (16798) 1.2.7 Formulate business unit strategies (10043)
1.1.5.3.4 Evaluate divesture options (16799) 1.3 Manage strategic initiatives (10016)
1.2 Develop business strategy (10015) 1.3.1 Develop strategic initiatives (10057)
1.2.1 Develop overall mission statement (10037) 1.3.2 Evaluate strategic initiatives (10058)
1.2.1.1 Define current business (10044) 1.3.3 Select strategic initiatives (10059)
1.2.1.2 Formulate mission (10045) 1.3.4 Establish high-level measures (10060)

2.0 Develop and Manage Products and Services (10003)

2.1.2.1 Identify potential improvements to existing
2.1 Manage product and service portfolio (10061) products and services (10068)
2.1.1 Evaluate performance of existing products/services 2.1.2.2 Identify potential new products and services
against market opportunities (10063) (10069)
2.1.2 Define product/service development requirements 2.1.3 Perform discovery research (10065)
(10064) 2.1.3.1 Identify new technologies (10070)

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2.1.3.2 Develop new technologies (10071) 2.2.1.5 Conduct mandatory and elective external
2.1.3.3 Assess feasibility of integrating new leading reviews (e.g., legal, regulatory, standards,
technologies into product/service concepts internal) (10087)
(10072) 2.2.1.6 Build prototypes (10088)
2.1.4 Confirm alignment of product/service concepts with 2.2.1.7 Eliminate quality and reliability problems
business strategy (10066) (10089)
2.1.4.1 Plan and develop cost and quality targets 2.2.1.8 Conduct in-house product/service testing
(10073) and evaluate feasibility (10090)
2.1.4.2 Prioritize and select new product/service 2.2.1.9 Identify design/development performance
concepts (10074) indicators (10091)
2.1.4.3 Specify development timing targets 2.2.1.10 Collaborate on design with suppliers and
(10075) contract manufacturers (10092)
2.1.4.4 Plan for product/service offering modifications 2.2.2 Test market for new or revised products and services
(10076) (10081)
2.1.5 Manage product and service life cycle (10067) 2.2.2.1 Prepare detailed market study (10093)
2.1.5.1 Introduce new products/services (10077) 2.2.2.2 Conduct customer tests and interviews
2.1.5.2 Retire outdated products/services (10078) (10094)
2.1.5.3 Identify and refine performance indicators 2.2.2.3 Finalize product/service characteristics and
(10079) business cases (10095)
2.2.2.4 Finalize technical requirements (10096)
2.1.6 Manage product and service master data (14192)
2.2.2.5 Identify requirements for changes to
2.2 Develop products and services (10062) manufacturing/delivery processes (10097)
2.2.1
Design, build, and evaluate products and services 2.2.3 Prepare for production (10082)
(10080) 2.2.3.1 Develop and test prototype production and/
2.2.1.1 Assign resources to product/service project or service delivery process (10098)
(10083) 2.2.3.2 Design and obtain necessary materials and
2.2.1.2 Prepare high-level business case and technical equipment (10099)
assessment (10084) 2.2.3.3 Install and validate production process or
2.2.1.3 Develop product/service design specifications methodology (10100)
(10085) 2.2.3.4 Monitor production runs (11417)
2.2.1.4 Document design specifications (10086) 2.2.3.5 Request engineering change (11418)
2.2.3.6 Manage engineering change orders
(11419)

3.0 Market and Sell Products and Services (10004)

3.1 Understand markets, customers, and capabilities (10101) 3.1.2.1 Quantify market opportunities (10116)
3.1.1 Perform customer and market intelligence analysis 3.1.2.2 Determine target segments (10117)
(10106) 3.1.2.3 Prioritize opportunities consistent with
3.1.1.1 Conduct customer and market research capabilities and overall business strategy
(10108) (10118)
3.1.1.2 Identify market segments (10109) 3.1.2.4 Validate opportunities (10119)
3.1.1.3 Analyze market and industry trends 3.2 Develop marketing strategy (10102)
(10110) 3.2.1 Define offering and customer value proposition
3.1.1.4 Analyze competing organizations, (11168)
competitive/substitute products (10111) 3.2.1.1 Define offering and positioning (11169)
3.1.1.5 Evaluate existing products/brands (10112) 3.2.1.2 Develop value proposition including brand
3.1.1.6 Assess internal and external business positioning for target segments (11170)
environment (10113) 3.2.1.3 Validate value proposition with
3.1.2 Evaluate and prioritize market opportunities (10107) target segments (11171)

Version 6.1.1-en-CIP • October 2015 5

 3.2.1.4 Develop new branding (11172) 3.4.3.3
Define target audience (10160)
3.2.2 Define pricing strategy to align to value proposition 3.4.3.4
Engage media provider (10161)
(10123) 3.4.3.5
Develop and execute advertising (10162)
3.2.2.1 Establish guidelines for applying 3.4.3.6
Develop and execute other marketing
pricing of products/services (10124) campaigns/programs (11253)
3.2.2.2 Approve pricing strategies/policies (10125) 3.4.3.7 Assess brand/product marketing plan
3.2.3 Define and manage channel strategy (10122) performance (11254)
3.2.3.1 Evaluate channel attributes and partners 3.4.4 Develop and manage pricing (10151))
(10126) 3.4.4.1 Determine pricing based on volume/unit
3.2.3.2 Determine channel fit with target segments forecast (10163)
(10127) 3.4.4.2 Execute pricing plan (10164)
3.2.3.3 Select channels for target segments 3.4.4.3 Evaluate pricing performance (10165)
(10128) 3.4.4.4 Refine pricing as needed (10166)
3.3 Develop sales strategy (10103) 3.4.5 Develop and manage promotional activities (10152)
3.3.1 Develop sales forecast (10129) 3.4.5.1 Define promotional concepts (10167)
3.3.1.1 Gather current and historic order information 3.4.5.2 Plan and test promotional activities
(10134) (10168)
3.3.1.2 Analyze sales trends and patterns (10135) 3.4.5.3 Execute promotional activities (10169)
3.3.1.3 Generate sales forecast (10136) 3.4.5.4 Evaluate promotional performance metrics
3.3.1.4 Analyze historical and planned promotions (10170)
and events (10137) 3.4.5.5 Refine promotional performance metrics
3.3.2 Develop sales partner/alliance relationships (10130) (10171)
3.3.2.1 Identify alliance opportunities (10138) 3.4.5.6 Incorporate learning into future/planned
consumer promotions (10172)
3.3.2.2 Design alliance programs and methods for
selecting and managing relationships 3.4.6 Track customer management measures (10153)
(10139) 3.4.6.1 Determine customer loyalty/lifetime value
3.3.2.3 Select alliances (10140) (10173)
3.3.2.4 Develop partner and alliance management 3.4.6.2 Analyze customer revenue trend (10174)
strategies (10141) 3.4.6.3 Analyze customer attrition and retention
3.3.2.5 Establish partner and alliance management rates (10175)
goals (10142) 3.4.6.4 Analyze customer metrics (10176)
3.3.3 Establish overall sales budgets (10131) 3.4.6.5 Revise customer strategies, objectives, and
3.3.3.1 Calculate product revenue (10143) plans based on metrics (10177)
3.3.3.2 Determine variable costs (10144) 3.4.7 Develop and manage packaging strategy (10154)
3.3.3.3 Determine overhead and fixed costs 3.4.7.1 Plan packaging strategy (10178)
(10145) 3.4.7.2 Test packaging options (10179)
3.3.3.4 Calculate net profit (10146) 3.4.7.3 Execute packaging strategy (10180)
3.3.3.5 Create budget (10147) 3.4.7.4 Refine packaging (10181)
3.3.4 Establish sales goals and measures (10132) 3.5 Develop and manage sales plans (10105)
3.3.5 Establish customer management measures (10133) 3.5.1 Generate leads (10182)
3.4 Develop and manage marketing plans 10104 3.5.1.1 Identify potential customers (10188)
3.4.1 Establish goals, objectives, and metrics for products by 3.5.1.2 Identify leads (10189)
channels/segments (10148) 3.5.2 Manage customers and accounts (10183)
3.4.2 Establish marketing budgets (10149) 3.5.2.1 Develop sales/key account plan (11173)
3.4.2.1 Confirm marketing alignment to business 3.5.2.2 Manage customer relationships (11174)
strategy (10155) 3.5.2.3 Manage customer master data (14208)
3.4.2.2 Determine costs of marketing (10156) 3.5.3 Manage customer sales (10184)
3.4.2.3 Create marketing budget (10157) 3.5.3.1 Perform sales calls (10190)
3.4.3 Develop and manage media (10150) 3.5.3.2 Perform pre-sales activities (10191)
3.4.3.1 Define media objectives (10158) 3.5.3.3 Close the sale (10192)
3.4.3.2 Develop marketing messages (10159) 3.5.3.4 Record outcome of sales process (10193)

6 Permission granted to photocopy for personal use. ©2015 APQC. ALL RIGHTS RESERVED.
 3.5.4 Manage sales orders (10185) (10209)
3.5.4.1 Accept and validate sales orders (10194) 3.5.5.2
Establish sales force incentive plan
3.5.4.2 Collect and maintain customer account (10210)
information (10195) 3.5.6 Manage sales partners and alliances (10187)
3.5.4.3 Determine availability (10196) 3.5.6.1 Provide sales and product training to sales
3.5.4.4 Determine fulfillment process (10197) partners/alliances (10211)
3.5.4.5 Enter orders into system and identify/ 3.5.6.2 Develop sales forecast by partner/alliance
perform cross-sell/up-sell activity (10198) (10212)
3.5.4.6 Process back orders and updates (10199) 3.5.6.3 Agree on partner and alliance commissions
3.5.4.7 Handle order inquiries including post-order (10213)
fulfillment transactions (10200) 3.5.6.4 Evaluate partner/alliance results (10214)
3.5.5 Manage sales force (10186) 3.5.6.5 Manage channel partner master data
3.5.5.1 Determine sales resource allocation (14209)

4.0 Deliver Products and Services (10005)

4.1 Plan for and align supply chain resources (10215) 4.1.4 Create and manage master production schedule
(10224)
4.1.1 Develop production and materials strategies (10221)
4.1.4.1 Create site-level production plan and
4.1.1.1 Define manufacturing goals (10229)
schedule (10247)
4.1.1.2 Define labor and materials policies
4.1.4.2 Manage work-in-progress inventory
(10230)
(10248)
4.1.1.3 Define outsourcing policies (10231)
4.1.4.3 Collaborate with suppliers (10249)
4.1.1.4 Define manufacturing capital expense
4.1.4.4 Execute site-level production plan and
policies (10232)
schedule (10250)
4.1.1.5 Define capacities (10233)
4.1.4.5 Monitor master production schedule and
4.1.1.6 Define production network and supply plan (17041)
constraints (10234)
4.1.5 Plan distribution requirements (17042)
4.1.1.7 Define production process (14193)
4.1.5.1 Maintain master data (10252)
4.1.1.8 Define production workplace layout and
4.1.5.2 Determine finished goods inventory
infrastructure (14194)
requirements at destination (10253)
4.1.2 Manage demand for products and services (10222)
4.1.5.3 Calculate requirements at destination
4.1.2.1 Develop baseline forecasts (10235) (10254)
4.1.2.2 Collaborate with customers (10236) 4.1.5.4 Calculate consolidation at source (10255)
4.1.2.3 Develop consensus forecast (10237) 4.1.5.5 Manage collaborative replenishment
4.1.2.4 Determine available to promise (10238) planning (10256)
4.1.2.5 Monitor activity against forecast and revise 4.1.5.6 Manage requirements for partners (10257)
forecast (10239) 4.1.5.7 Calculate destination dispatch plan
4.1.2.6 Evaluate and revise forecasting approach (10258)
(10240) 4.1.5.8 Manage dispatch plan attainment (10259)
4.1.2.7 Measure forecast accuracy (10241) 4.1.5.9 Calculate destination load plans (10260)
4.1.3 Create materials plan (10223) 4.1.5.10 Manage partner load plan (10261)
4.1.3.1 Create unconstrained plan (10242) 4.1.5.11 Manage cost of supply (10262)
4.1.3.2 Collaborate with supplier and contract 4.1.5.12 Manage capacity utilization (10263)
manufacturers (10243)
4.1.6 Establish distribution planning constraints (10226)
4.1.3.3 Identify critical materials and supplier
4.1.6.1 Establish distribution center layout
capacity (10244)
constraints (10267)
4.1.3.4 Monitor material specifications (10245)
4.1.6.2 Establish inventory management constraints
4.1.3.5 Generate constrained plan (10246) (10268)
4.1.3.6 Define production balance and control 4.1.6.3 Establish transportation management
(14196) constraints (10269)

Version 6.1.1-en-CIP • October 2015 7

 4.1.7 Review distribution planning policies (10227) 4.2.4.1 Monitor/Manage supplier information
4.1.7.1 Review distribution network (10264) (10299)
4.1.7.2 Establish sourcing relationships (10265) 4.2.4.2 Prepare/Analyze procurement and vendor
4.1.7.3 Establish dynamic deployment policies performance (10300)
(10266) 4.2.4.3 Support inventory and production processes
4.1.8 Assess distribution planning performance (10228) (10301)
4.1.8.1 Establish appropriate performance indicators 4.2.4.4 Monitor quality of product delivered
(metrics) (10270) (10302)
4.1.8.2 Establish monitoring frequency (10271) 4.3 Produce/Manufacture/Deliver product (10217)
4.1.8.3 Calculate performance measures (10272) 4.3.1 Schedule production (10303)
4.1.8.4 Identify performance trends (10273) 4.3.1.1 Generate line level plan (10306)
4.1.8.5 Analyze performance benchmark gaps 4.3.1.2 Generate detailed schedule (10307)
(10274) 4.3.1.3 Schedule production orders and create lots
4.1.8.6 Prepare appropriate reports (10275) (10308)
4.1.8.7 Develop performance improvement plan 4.3.1.4 Schedule preventive (planned) maintenance
(10276) (preventive maintenance orders) (10315)
4.1.9 Develop quality standards and procedures (10368) 4.3.1.5 Schedule requested (unplanned)
4.1.9.1 Establish quality targets (10371) maintenance (work order cycle) (10316)
4.1.9.2 Develop standard testing procedures 4.3.1.6 Release production orders and create lots
(10372) (10309)
4.1.9.3 Communicate quality specifications 4.3.2 Produce product (10304)
(10373) 4.3.2.1 Manage raw material inventory (10310)
4.2 Procure materials and services (10216) 4.3.2.2 Execute detailed line schedule (10311)
4.2.1 Develop sourcing strategies (10277) 4.3.2.3 Report maintenance issues (10319)
4.2.1.1 Develop procurement plan (10281) 4.3.2.4 Rerun defective items (10313)
4.2.1.2 Clarify purchasing requirements (10282) 4.3.2.5 Assess production performance (10314)
4.2.1.3 Develop inventory strategy (10283) 4.3.3 Perform quality testing (10369)
4.2.1.4 Match needs to supply capabilities 4.3.3.1 Calibrate test equipment (10318)
(10284) 4.3.3.2 Perform testing using the standard testing
4.2.1.5 Analyze organization’s spend profile procedure (10374)
(10285) 4.3.3.3 Record test results (10375)
4.2.1.6 Seek opportunities to improve efficiency and 4.3.4 Maintain production records and manage lot
value (10286) traceability (10370)
4.2.1.7 Collaborate with suppliers to identify 4.3.4.1 Determine lot numbering system (10376)
sourcing opportunities (10287) 4.3.4.2 Determine lot use (10377)
4.2.2 Select suppliers and develop/maintain contracts 4.4 Deliver service to customer (10218)
(10278)
4.4.1 Confirm specific service requirements for individual
4.2.2.1 Select suppliers (10288)
customer (10320)
4.2.2.2 Certify and validate suppliers (10289)
4.4.1.1 Process customer request (10324)
4.2.2.3 Negotiate and establish contracts (10290)
4.4.1.2 Create customer profile (10325)
4.2.2.4 Manage contracts (10291)
4.4.1.3 Generate service order (10326)
4.2.3 Order materials and services (10279)
4.4.2 Identify and schedule resources to meet service
4.2.3.1 Process/Review requisitions (10292) requirements (10321)
4.2.3.2 Approve requisitions (10293) 4.4.2.1 Create resourcing plan and schedule
4.2.3.3 Solicit/Track vendor quotes (10294) (10327)
4.2.3.4 Create/Distribute purchase orders (10295) 4.4.2.2 Create service order fulfillment schedule
4.2.3.5 Expedite orders and satisfy inquiries (10328)
(10296) 4.4.2.3 Develop service order (10329)
4.2.3.6 Record receipt of goods (10297) 4.4.3 Provide service to specific customers (10322)
4.2.3.7 Research/Resolve exceptions (10298) 4.4.3.1 Organize daily service order fulfillment
4.2.4 Manage suppliers (10280) schedule (10330)

8 Permission granted to photocopy for personal use. ©2015 APQC. ALL RIGHTS RESERVED.
 4.4.3.2 Dispatch resources (10331) 4.5.2.4 Manage flow of returned products 10352
4.4.3.3 Manage order fulfillment progress (10332) 4.5.3 Operate warehousing (10340)
4.4.3.4 Validate order fulfillment block completion 4.5.3.1 Track inventory deployment (10353)
(10333) 4.5.3.2 Receive, inspect, and store inbound
4.4.4 Ensure quality of service (10323) deliveries (10354)
4.4.4.1 Identify completed orders for feedback 4.5.3.3 Track product availability (10355)
(10334) 4.5.3.4 Pick, pack, and ship product for delivery
4.4.4.2 Identify incomplete orders and service (10356)
failures (10335) 4.5.3.5 Track inventory accuracy (10357)
4.4.4.3 Solicit customer feedback on services 4.5.3.6 Track third-party logistics storage and
delivered (10336) shipping performance (10358)
4.4.4.4 Process customer feedback on services 4.5.3.7 Manage physical finished goods inventory
delivered (10337) (10359)
4.5 Manage logistics and warehousing (10219) 4.5.4 Operate outbound transportation (10341)
4.5.1 Define logistics strategy (10338) 4.5.4.1 Plan, transport, and deliver outbound
product (10360)
4.5.1.1 Translate customer service requirements
into logistics requirements (10343) 4.5.4.2 Track carrier delivery performance (10361)
4.5.1.2 Design logistics network (10344) 4.5.4.3 Manage transportation fleet (10362)
4.5.1.3 Communicate outsourcing needs (10345) 4.5.4.4 Process and audit carrier invoices and
documents (10363)
4.5.1.4 Develop and maintain delivery service policy
(10346) 4.5.5 Manage returns; manage reverse logistics (10342)
4.5.1.5 Optimize transportation schedules and costs 4.5.5.1 Authorize and process returns (10364)
(10347) 4.5.5.2 Perform reverse logistics (10365)
4.5.1.6 Define key performance measures (10348) 4.5.5.3 Perform salvage activities (10366)
4.5.2 Plan and manage inbound material flow (10339) 4.5.5.4 Manage and process warranty claims
4.5.2.1 Plan inbound material receipts (10349) (10367)
4.5.2.2 Manage inbound material flow (10350) 4.5.5.5 Manage repair/refurbishment and return to
customer/stock (14195)
4.5.2.3 Monitor inbound delivery performance
(10351)

5.0 Manage Customer Service (10006)

5.1 Develop customer care/customer service strategy 5.2.1.3

Track work force utilization (10392)
(10378) 5.2.1.4
Monitor and evaluate quality of customer
5.1.1 Develop customer service segmentation/prioritization interactions with customer service
(e.g., tiers) (10381) representatives (10393)
5.1.1.1 Analyze existing customers (10384) 5.2.2 Manage customer service requests/inquiries (10388)
5.1.1.2 Analyze feedback of customer needs 5.2.2.1 Receive customer requests/inquiries
(10385) (10394)
5.1.2 Define customer service policies and procedures 5.2.2.2 Route customer requests/inquiries (10395)
(10382) 5.2.2.3 Respond to customer requests/inquiries
5.1.3 Establish service levels for customers (10383) (10396)
5.2.3 Manage customer complaints (10389)
5.2 Plan and manage customer service operations (10379)
5.2.3.1 Receive customer complaints (10397)
5.2.1 Plan and manage customer service work force
5.2.3.2 Route customer complaints (10398)
(10387)
5.2.3.3 Resolve customer complaints (10399)
5.2.1.1 Forecast volume of customer service
contacts (10390) 5.2.3.4 Respond to customer complaints (10400)
5.2.1.2 Schedule customer service work force 5.3 Measure and evaluate customer service operations
(10391) (10380)

Version 6.1.1-en-CIP • October 2015 9

 5.3.1 Measure customer satisfaction with customer 5.3.2.2 Analyze customer complaint data and
requests/inquiries handling (10401) identify improvement opportunities
5.3.1.1 Gather and solicit post-sale customer (11237)
feedback on products and services (10404) 5.3.3 Measure customer satisfaction with products and
5.3.1.2 Solicit post-sale customer feedback on ad services (10403)
effectiveness 910405) 5.3.3.1 Gather and solicit post-sale customer
5.3.1.3 Analyze product and service satisfaction feedback on products and services (11238)
data and identify improvement opportunities 5.3.3.2 Solicit post-sale customer feedback on ad
(10406) effectiveness (11239)
5.3.1.4 Provide customer feedback to product 5.3.3.3 Analyze product and service satisfaction
management on products and services data and identify improvement opportunities
(10407) (11240)
5.3.2 Measure customer satisfaction with customer- 5.3.3.4 Provide customer feedback to product
complaint handling and resolution (10402) management on products and services
5.3.2.1 Solicit customer feedback on complaint (11241)
handling and resolution (11236)

6.0 Develop and Manage Human Capital (10007)

_________________________________________________________________________________________
6.1 Develop and manage human resources (HR) planning, 6.1.3.3 Communicate plans and provide updates to
policies, and strategies (17043) stakeholders (10436)
6.1.1 Develop human resources strategy (17044) 6.1.3.4 Review and revise HR plans (10438)
6.1.1.1 Identify strategic HR needs (10418) 6.1.4 Develop competency management models (17046)
6.1.1.2 Define HR and business function roles and 6.2 Recruit, source, and select employees (10410)
accountability (10419) 6.2.1 Manage employee requisitions (10439)
6.1.1.3 Determine HR costs (10420) 6.2.1.1 Align staffing plan to work force plan and
6.1.1.4 Establish HR measures (10421) business unit strategies/resource needs
6.1.1.5 Communicate HR strategies (10422) (10445)
6.1.1.6 Develop strategy for HR systems/ 6.2.1.2 Develop and open job requisitions (10446)
technologies/tools (10432) 6.2.1.3 Develop job descriptions (10447)
6.1.2 Develop and implement workforce strategy and 6.2.1.4 Post requisitions (10448)
policies (17045) 6.2.1.5 Manage internal/external job posting Web
6.1.2.1 Gather skill requirements according to sites (10449)
corporate strategy and market environment 6.2.1.6 Modify requisitions (10450)
(10423)
6.2.1.7 Notify hiring manager (10451)
6.1.2.2 Plan employee resourcing requirements per
6.2.1.8 Manage requisition dates (10452)
unit/organization (10424)
6.2.2 Recruit/Source candidates (10440)
6.1.2.3 Develop compensation plan (10425)
6.2.2.1 Determine recruitment methods and
6.1.2.4 Develop succession plan (10426)
channels (10453)
6.1.2.5 Develop employee diversity plan (10427)
6.2.2.2 Perform recruiting activities/events
6.1.2.6 Develop other HR programs (10428) (10454)
6.1.2.7 Develop HR policies (10429) 6.2.2.3 Manage recruitment vendors (10455)
6.1.2.8 Administer HR policies (10430) 6.2.2.4 Manage employee referral programs
6.1.2.9 Plan employee benefits (10431) (17047)
6.1.2.10 Develop work force strategy models 6.2.2.5 Manage recruitment channels (17048)
(10433) 6.2.3 Screen and select candidates (17049)
6.1.3 Monitor and update strategy, plans, and policies 6.2.3.1 Identify and deploy candidate selection tools
(10417) (10456)
6.1.3.1 Measure realization of objectives (10434) 6.2.3.2 Interview candidates (10457)
6.1.3.2 Measure contribution to business strategy 6.2.3.3 Test candidates (10458)
(10435)

10 Permission granted to photocopy for personal use. ©2015 APQC. ALL RIGHTS RESERVED.

6.2.3.4
Select and reject candidates (10459) motivation programs (17053)
6.2.3.5
Obtain candidate background information 6.5.1.1 Develop salary/compensation structure and
(10460) plan (10498)
6.2.4 Manage new hire/re-hire (10443) 6.5.1.2 Develop benefits and reward plan (10499)
6.2.4.1 Draw up and make offer (10463) 6.5.1.3 Perform competitive analysis of benefit and
6.2.4.2 Negotiate offer (10464) rewards (10500)
6.2.4.3 Hire candidate (10465) 6.5.1.4 Identify compensation requirements based
6.2.5 Manage Applicant Information (10444) on financial, benefits, and HR policies
(10501)
6.2.5.1 Create applicant record (10466)
6.5.1.5 Administer compensation and rewards to
6.2.5.2 Manage/Track applicant data (10467)
employees (10502)
6.2.5.3 Archive and retain records of non-hires
6.5.1.6 Reward and motivate employees (10503)
(10468)
6.5.1.7 Deliver programs to support work/life
6.3 Develop and counsel employees (10411) balance for employees (10508)
6.3.1 Manage employee orientation and deployment 6.5.2 Manage and administer benefits (10495)
(10469) 6.5.2.1 Deliver employee benefits program
6.3.1.1 Create/Maintain employee on-boarding (10504)
program (10474) 6.5.2.2 Administer benefit enrollment (10505)
6.3.1.2 Evaluate the effectiveness of employee 6.5.2.3 Process claims (10506)
on-boarding program (11243) 6.5.2.4 Perform benefit reconciliation (10507)
6.3.1.3 Execute on-boarding program (17050) 6.5.3 Manage employee assistance and retention (17054)
6.3.2 Manage employee performance (10470) 6.5.4 Administer payroll (10497)
6.3.2.1 Define performance objectives (10479)
6.6 Redeploy and retire employees (10413)
6.3.2.2 Review, appraise, and manage employee
performance (10480) 6.6.1 Manage promotion and demotion process (10512)
6.3.2.3 Evaluate and review performance program 6.6.2 Manage separation (10513)
(10481) 6.6.3 Manage retirement (10514)
6.3.3 Manage employee development (10472) 6.6.4 Manage leave of absence (10515)
6.3.3.1 Define employee development guidelines 6.6.5 Develop and implement employee outplacement
(10487) (10516)
6.3.3.2 Develop employee career plans (10488) 6.6.6 Manage deployment of personnel (10517)
6.3.3.3 Manage employee skills development 6.6.7 Relocate employees and manage assignments
(17051) (17055)
6.3.4 Develop and train employees (10473) 6.6.7.1 Manage expatriates (10520)
6.3.4.1 Align employee and organization 6.7 Manage employee information and analytics (17056)
development needs (10490)
6.7.1 Manage reporting processes (10522)
6.3.4.2 Align learning programs with competencies
(10491) 6.7.2 Manage employee inquiry process (10523)
6.3.4.3 Establish training needs by analysis of 6.7.3 Manage and maintain employee data (10524)
required and available skills (10492) 6.7.4 Manage human resource information systems (HRIS)
6.3.4.4 Develop, conduct, and manage employee (10525)
and/or management training programs 6.7.5 Develop and manage employee metrics (10526)
(10493) 6.7.6 Develop and manage time and attendance systems
6.4 Manage employee relations (17052) (10527)
6.7.7 Review retention and motivation indicators (10510)
6.4.1 Manage labor relations (10483)
6.7.8 Manage/Collect employee suggestions and perform
6.4.2 Manage collective bargaining process (10484) employee research (10530)
6.4.3 Manage labor management partnerships (10485)
6.8 Manage employee communication (17057)
6.4.4 Manage employee grievances (10531)
6.8.1 Develop employee communication plan (10529)
6.5 Reward and retain employees (10412)
6.8.2 Deliver employee communications (10532)
6.5.1 Develop and manage reward, recognition, and

Version 6.1.1-en-CIP • October 2015 11

7.0 Manage Information Technology (10008)

7.1 Manage the business of information technology (IT) (11245)
(10563) 7.2.1.3 Formulate IT services and solutions strategic
7.1.1 Develop the enterprise IT strategy (10570) initiatives (11246)
7.1.1.1 Build strategic intelligence (10603) 7.2.1.4 Coordinate strategies with internal
stakeholders to ensure alignment (11247)
7.1.1.2 Identify long-term IT needs of the enterprise
in collaboration with stakeholders (10604) 7.2.1.5 Evaluate and select IT services and solutions
strategic initiatives (11248)
7.1.1.3 Define strategic standards, guidelines, and
principles (10605) 7.2.2 Develop and manage IT service levels (10579)
7.1.1.4 Define and establish IT architecture and 7.2.2.1 Create and maintain the IT services and
development standards (10606) solutions catalog (10640)
7.1.1.5 Define strategic vendors for IT components 7.2.2.2 Establish and maintain business and IT
(10607) service-level agreements (10641)
7.1.1.6 Establish IT governance organization and 7.2.2.3 Evaluate and report service-level attainment
processes (10608) results (10642)
7.1.1.7 Build strategic plan to support business 7.2.2.4 Communicate business and IT service-level
objectives (10609) improvement opportunities (10643)
7.1.2 Define the enterprise architecture (10571) 7.2.3 Perform demand-side management (DSM) for IT
services (10580)
7.1.2.1 Establish the enterprise architecture
definition (10611) 7.2.3.1 Analyze IT services and solutions
consumption and usage (10644)
7.1.2.2 Confirm enterprise architecture maintenance
approach (10612) 7.2.3.2 Develop and implement incentive programs
that improve consumption efficiency
7.1.2.3 Maintain the relevance of the enterprise
(10645)
architecture (10613)
7.2.3.3 Develop volume/unit forecast for IT services
7.1.2.4 Act as clearinghouse for IT research and
and solutions (10646)
innovation (10614)
7.2.4 Manage IT customer satisfaction (10581)
7.1.2.5 Govern the enterprise architecture 10615
7.2.4.1 Capture and analyze customer satisfaction
7.1.3 Manage the IT portfolio (10572)
(10647)
7.1.3.1 Establish the IT portfolio (10616)
7.2.4.2 Assess and communicate customer
7.1.3.2 Analyze and evaluate the value of the IT satisfaction patterns (10648)
portfolio for the enterprise (10617)
7.2.4.3 Initiate improvements based on customer
7.1.3.3 Provision resources in accordance with satisfaction patterns (10649)
strategic priorities (10618)
7.2.5 Market IT services and solutions (10582)
7.1.4 Perform IT research and innovation (10573)
7.2.5.1 Develop IT services and solutions marketing
7.1.4.1 Research technologies to innovate IT strategy (10650)
services and solutions (10620)
7.2.5.2 Develop and manage IT customer strategy
7.1.4.2 Transition viable technologies for IT services (10651)
and solutions development (10621)
7.2.5.3 Manage IT services and solutions
7.1.5 Evaluate and communicate IT business value and advertising and promotional campaigns
performance (10575) (10652)
7.1.5.1 Establish and monitor key performance 7.2.5.4 Process and track IT services and solutions
indicators (10625) orders (10653)
7.1.5.2 Evaluate IT plan performance (10626)
7.3 Develop and implement security, privacy, and data
7.1.5.3 Communicate IT value (10627) protection controls (11220)
7.2 Develop and manage IT customer relationships (10564)
7.3.1 Establish information security, privacy, and
7.2.1 Develop IT services and solutions strategy (10578) data protection strategies and levels
7.2.1.1 Research IT services and solutions to (11230)
address business and user requirements 7.3.2 Test, evaluate, and implement information
(11244) security and privacy and data protection
7.2.1.2 Translate business and user requirements
into IT services and solutions requirements

12 Permission granted to photocopy for personal use. ©2015 APQC. ALL RIGHTS RESERVED.
 controls (11231) 7.5.2.3 Develop life cycle plan for IT services and
solutions (10671)
7.4 Manage enterprise information (10565)
7.5.3 Develop and maintain IT services and solutions
7.4.1 Develop information and content management architecture (10589)
strategies (10583)
7.5.3.1 Create IT services and solutions architecture
7.4.1.1 Understand information and content (10672)
management needs and the role of IT
7.5.3.2 Revise IT services and solutions architecture
services for executing the business strategy
(10673)
(10654)
7.5.3.3 Retire IT services and solutions architecture
7.4.1.2 Assess the information and content
(10674)
management implications of new
technologies (10655) 7.5.4 Create IT services and solutions (10590)
7.4.1.3 Identify and prioritize information and 7.5.4.1 Understand confirmed requirements
content management actions (10656) (10675)
7.4.2 Define the enterprise information architecture 7.5.4.2 Design IT services and solutions (10676)
(10584) 7.5.4.3 Acquire/Develop IT service/solution
7.4.2.1 Define information elements, composite components (10677)
structure, logical relationships and 7.5.4.4 Train services and solutions resources
constraints, taxonomy, and derivation rules (10678)
(10657) 7.5.4.5 Test IT services/solutions (10679)
7.4.2.2 Define information access requirements 7.5.4.6 Confirm customer acceptance (10680)
(10658) 7.5.5 Maintain IT services and solutions (10591)
7.4.2.3 Establish data custodianship (10659) 7.5.5.1 Understand upkeep/enhance requirements
7.4.2.4 Manage changes to content data and defect analysis (10681)
architecture requirements (10660) 7.5.5.2 Design change to existing IT service/solution
7.4.3 Manage information resources (10585) (10682)
7.4.3.1 Define the enterprise information/data 7.5.5.3 Acquire/Develop changed IT service/solution
policies and standards (10661) component (10683)
7.4.3.2 Develop and implement data and content 7.5.5.4 Test IT service/solution change (10684)
administration (10662) 7.5.5.5 Retire solutions and services (10685)
7.4.4 Perform enterprise data and content management 7.6 Deploy information technology solutions (10567)
(10586)
7.4.4.1 Define sources and destinations of content 7.6.1 Develop the IT deployment strategy (10592)
data (10663) 7.6.1.1 Establish IT services and solutions change
7.4.4.2 Manage technical interfaces to users of policies (10686)
content (10664) 7.6.1.2 Define deployment process, procedures, and
7.4.4.3 Manage retention, revision, and retirement tools standards (10687)
of enterprise information (10665) 7.6.1.3 Select deployment methodologies and tools
(10688)
7.5 Develop and maintain information technology
solutions (10566) 7.6.2 Plan and implement changes (10593)
7.6.2.1 Plan change deployment (10689)
7.5.1 Develop the IT development strategy (10587)
7.6.2.2 Communicate changes to stakeholders
7.5.1.1 Establish sourcing strategy for IT (10690)
development (10666)
7.6.2.3 Administer change schedule (10691)
7.5.1.2 Define development processes,
7.6.2.4 Train impacted users )10692)
methodologies, and tools standards
(10667) 7.6.2.5 Distribute and install change (10693)
7.5.1.3 Select development methodologies and 7.6.2.6 Verify change (10694)
tools (10668) 7.6.3 Plan and manage releases (10594)
7.5.2 Perform IT services and solutions life cycle planning 7.6.3.1 Understand and coordinate release design
(10588) and acceptance (10695)
7.5.2.1 Plan development of new requirements 7.6.3.2 Plan release rollout (10696)
(10669) 7.6.3.3 Distribute and install release (10697)
7.5.2.2 Plan development of feature and 7.6.3.4 Verify release (10698)
functionality enhancement (10670)
7.7 Deliver and support information technology services
(10568)

Version 6.1.1-en-CIP • October 2015 13

 7.7.1 Develop IT services and solution delivery strategy 7.7.3.2 Manage IT resource capacity (10705)
(10595) 7.7.4 Manage IT infrastructure operations (10598)
7.7.1.1 Establish sourcing strategy for IT delivery 7.7.4.1 Deliver IT services and solutions (10706)
(10699) 7.7.4.2 Perform IT operations support services
7.7.1.2 Define delivery processes, procedures, and (10707)
tools standards (10700) 7.7.5 Support IT services and solutions (10599)
7.7.1.3 Select delivery methodologies and tools 7.7.5.1 Manage availability (10708)
(10701)
7.7.5.2 Manage facilities (10709)
7.7.2 Develop IT support strategy (10596)
7.7.5.3 Manage backup/recovery (10710)
7.7.2.1 Establish sourcing strategy for IT support
7.7.5.4 Manage performance and capacity (10711)
(10702)
7.7.5.5 Manage incidents (10712)
7.7.2.2 Define IT support services (10703)
7.7.5.6 Manage problems (10713)
7.7.3 Manage IT infrastructure resources (10597)
7.7.5.7 Manage inquiries (10714)
7.7.3.1 Manage IT inventory and assets (10704)

8.0 Manage Financial Resources (17058)

8.1 Perform planning and management accounting (10728) 8.2 Perform revenue accounting (10729)
8.1.1 Perform planning/budgeting/forecasting (10738) 8.2.1 Process customer credit (10742)
8.1.1.1 Develop and maintain budget policies and 8.2.1.1 Establish credit policies (10789)
procedures (10771) 8.2.1.2 Analyze/Approve new account applications
8.1.1.2 Prepare periodic budgets and plans (10790)
(10772) 8.2.1.3 Review existing accounts (10791)
8.1.1.3 Prepare periodic financial forecasts 8.2.1.4 Produce credit/collection reports (10792)
(10773) 8.2.1.5 Reinstate or suspend accounts based on
8.1.2 Perform cost accounting and control (10739) credit policies (10793)
8.1.2.1 Perform inventory accounting (10774) 8.2.2 Invoice customer (10743)
8.1.2.2 Perform cost of sales analysis (10775) 8.2.2.1 Maintain customer/product master files
8.1.2.3 Perform product costing (10776) (10794)
8.1.2.4 Perform variance analysis (10777) 8.2.2.2 Generate customer billing data (10795)
8.1.2.5 Report on profitability (11175) 8.2.2.3 Transmit billing data to customers (10796)
8.1.3 Perform cost management (10740) 8.2.2.4 Post receivable entries (10797)
8.1.3.1 Determine key cost drivers (10778)) 8.2.2.5 Resolve customer billing inquiries (10798)
8.1.3.2 Measure cost drivers (10779) 8.2.3 Process accounts receivable (AR) (10744)
8.1.3.3 Determine critical activities (10780) 8.2.3.1 Establish AR policies (10799)
8.1.3.4 Manage asset resource deployment and 8.2.3.2 Receive/Deposit customer payments
utilization (10781) (10800)
8.1.4 Evaluate and manage financial performance (10741) 8.2.3.3 Apply cash remittances (10801)
8.1.4.1 Assess customer and product profitability 8.2.3.4 Prepare AR reports (10802)
(10782) 8.2.3.5 Post AR activity to the general ledger
8.1.4.2 Evaluate new products (10783) (10803)
8.1.4.3 Perform life cycle costing (10784) 8.2.4 Manage and process collections (10745)
8.1.4.4 Optimize customer and product mix 8.2.4.1 Establish policies for delinquent accounts
(10785) (10804)
8.1.4.5 Track performance of new-customer and 8.2.4.2 Analyze delinquent account balances
product strategies (10786) (10805)
8.1.4.6 Prepare activity-based performance 8.2.4.3 Correspond/Negotiate with delinquent
measures (10787) accounts (10806)
8.1.4.7 Manage continuous cost improvement 8.2.4.4 Discuss account resolution with internal
(10788) parties (10807)

14 Permission granted to photocopy for personal use. ©2015 APQC. ALL RIGHTS RESERVED.
 8.2.4.5
Process adjustments/write off balances 8.3.4 Perform financial reporting (10750)
(10808) 8.3.4.1 Prepare business unit financial statements
8.2.5 Manage and process adjustments/deductions (10746) (10837)
8.2.5.1 Establish policies/procedures for adjustments 8.3.4.2 Prepare consolidated financial statements
(10809) (10838)
8.2.5.2 Analyze adjustments (10810) 8.3.4.3 Perform business unit reporting/review
8.2.5.3 Correspond/Negotiate with customer management reports (10839)
(10811) 8.3.4.4 Perform consolidated reporting/review of cost
8.2.5.4 Discuss resolution with internal parties management reports (10840)
(10812) 8.3.4.5 Prepare statements for board review
8.2.5.5 Prepare chargeback invoices (10813) (10841)
8.2.5.6 Process related entries (10814) 8.3.4.6 Produce quarterly/annual filings and
shareholder reports (10842)
8.3 Perform general accounting and reporting (10730)
8.3.4.7 Produce regulatory reports (10843)
8.3.1 Manage policies and procedures (10747)
8.4 Manage fixed-asset project accounting (10731)
8.3.1.1 Negotiate service-level agreements
(10815) 8.4.1 Perform capital planning and project approval
8.3.1.2 Establish accounting policies (10816) (10751)
8.3.1.3 Set and enforce approval limits (10817) 8.4.1.1 Develop capital investment policies and
procedures (10844)
8.3.1.4 Establish common financial systems
(10818) 8.4.1.2 Develop and approve capital expenditure plans
and budgets (10845)
8.3.2 Perform general accounting (10748)
8.4.1.3 Review and approve capital projects and fixed-
8.3.2.1 Maintain chart of accounts (10819)
asset acquisitions (10846)
8.3.2.2 Process journal entries (10820)
8.4.1.4 Conduct financial justification for project
8.3.2.3 Process allocations (10821) approval (10847)
8.3.2.4 Process period end adjustments (e.g., accruals 8.4.2 Perform capital project accounting (10752)
and currency conversions) (10822)
8.4.2.1 Create project account codes (10848)
8.3.2.5 Post and reconcile intercompany transactions
8.4.2.2 Record project-related transactions
(10823)
(10849)
8.3.2.6 Reconcile general ledger accounts (10824)
8.4.2.3 Monitor and track capital projects and budget
8.3.2.7 Perform consolidations and process spending (10850)
eliminations (10825)
8.4.2.4 Close/capitalize projects (10851)
8.3.2.8 Prepare trial balance (10826)
8.4.2.5 Measure financial returns on completed capital
8.3.2.9 Prepare and post management adjustments projects (10852)
(10827)
8.5 Process payroll (10732)
8.3.3 Perform fixed-asset accounting (10749)
8.3.3.1 Establish fixed-asset policies and procedures 8.5.1 Report time (10753)
(10828) 8.5.1.1 Establish policies and procedures (10853)
8.3.3.2 Maintain fixed-asset master data files 8.5.1.2 Collect and record employee time worked
(10829) (10854)
8.3.3.3 Process and record fixed-asset additions and 8.5.1.3 Analyze and report paid and unpaid leave
retires (10830) (10855)
8.3.3.4 Process and record fixed-asset adjustments, 8.5.1.4 Monitor regular, overtime, and other hours
enhancements, revaluations, and transfers (10856)
(10831) 8.5.1.5 Analyze and report employee utilization
8.3.3.5 Process and record fixed-asset maintenance (10857)
and repair expenses (10832) 8.5.2 Manage pay (10754)
8.3.3.6 Calculate and record depreciation expense 8.5.2.1 Enter employee time worked into payroll
(10833) system (10858)
8.3.3.7 Reconcile fixed-asset ledger (10834) 8.5.2.2 Maintain and administer employee earnings
8.3.3.8 Track fixed-assets including physical inventory information (10859)
(10835) 8.5.2.3 Maintain and administer applicable deductions
8.3.3.9 Provide fixed-asset data to support tax, (10860)
statutory, and regulatory reporting (10836)

Version 6.1.1-en-CIP • October 2015 15

 8.5.2.4 Monitor changes in tax status of employees 8.7.1.7 Develop and confirm internal controls for
(10861) treasury (10891)
8.5.2.5 Process and distribute payments (10862) 8.7.1.8 Define system security requirements
8.5.2.6 Process and distribute manual checks (10892)
(10863) 8.7.2 Manage cash (10759)
8.5.2.7 Process period-end adjustments (10864) 8.7.2.1 Manage and reconcile cash positions
8.5.2.8 Respond to employee payroll inquiries (10893)
(10865) 8.7.2.2 Manage cash equivalents (10894)
8.5.3 Process payroll taxes (10755) 8.7.2.3 Process and oversee electronic fund
8.5.3.1 Calculate and pay applicable payroll taxes transfers (EFTs) (10895)
(10866) 8.7.2.4 Develop cash flow forecasts (10896)
8.5.3.2 Produce and distribute employee annual tax 8.7.2.5 Manage cash flows (10897)
statements (10867) 8.7.2.6 Produce cash management accounting
8.5.3.3 File regulatory payroll tax forms (10868) transactions and reports (10898)
8.6 Process accounts payable and expense 8.7.2.7 Manage and oversee banking relationships
reimbursements (10733) (10899)
8.7.2.8 Analyze, negotiate, resolve, and confirm
8.6.1 Process accounts payable (AP) (10756)
bank fees (10900)
8.6.1.1 Verify AP pay file with purchase order
8.7.3 Manage in-house bank accounts (10760)
vendor master file (10869)
8.7.3.1 Manage in-house bank accounts for
8.6.1.2 Maintain/Manage electronic commerce
subsidiaries (10901)
(10870)
8.7.3.2 Manage and facilitate inter-company
8.6.1.3 Audit invoices and key data in AP system
borrowing transactions (10902)
(10871)
8.7.3.3 Manage centralized outgoing payments on
8.6.1.4 Approve payments (10872)
behalf of subsidiaries (10903)
8.6.1.5 Process financial accruals and reversals
8.7.3.4 Manage central incoming payments on
(10873)
behalf of subsidiaries (10904)
8.6.1.6 Process taxes (10874)
8.7.3.5 Manage internal payments and netting
8.6.1.7 Research/Resolve exceptions (10875) transactions (10905)
8.6.1.8 Process payments (10876) 8.7.3.6 Calculate interest and fees for in-house
8.6.1.9 Respond to AP inquiries (10877) bank accounts (10906)
8.6.1.10 Retain records (10878) 8.7.3.7 Provide account statements for in-house
8.6.1.11 Adjust accounting records (10879) bank accounts (10907)
8.6.2 Process expense reimbursements (10757) 8.7.4 Manage debt and investment (10761)
8.6.2.1 Establish and communicate expense 8.7.4.1 Manage financial intermediary relationships
reimbursement policies and approval limits (10908)
(10880) 8.7.4.2 Manage liquidity (10909)
8.6.2.2 Capture and report relevant tax data (10881) 8.7.4.3 Manage issuer exposure (10910)
8.6.2.3 Approve reimbursements and advances 8.7.4.4 Process and oversee debt and investment
(10882) transactions (10911)
8.6.2.4 Process reimbursements and advances 8.7.4.5 Process and oversee foreign currency
(10883) transactions (10912)
8.6.2.5 Manage personal accounts (10884) 8.7.4.6 Produce debt and investment accounting
8.7 Manage treasury operations (10734) transaction reports (10913)
8.7.1 Manage treasury policies and procedures (10758) 8.7.4.7 Process and oversee interest rate
transactions (14210)
8.7.1.1 Establish scope and governance of treasury
operations (10885) 8.7.5 Monitor and execute risk and hedging transactions
(11208)
8.7.1.2 Establish and publish treasury policies
(10886) 8.7.5.1 Manage interest-rate risk (11209)
8.7.1.3 Develop treasury procedures (10887) 8.7.5.2 Manage foreign-exchange risk (11210)
8.7.1.4 Monitor treasury procedures (10888) 8.7.5.3 Manage exposure risk (11211)
8.7.1.5 Audit treasury procedures (10889) 8.7.5.4 Develop and execute hedging transactions
(11212)
8.7.1.6 Revise treasury procedures (10890)

16 Permission granted to photocopy for personal use. ©2015 APQC. ALL RIGHTS RESERVED.

8.7.5.5 Evaluate and refine hedging positions 8.8.3.4 Report to internal management (10926)
(11213) 8.9 Manage taxes (10736)
8.7.5.6 Produce hedge accounting transactions and
reports (11214) 8.9.1 Develop tax strategy and plan (10765)
8.7.5.7 Monitor credit (11215) 8.9.1.1 Develop foreign, national, state, and local
tax strategy (10927)
8.8 Manage internal controls (10735)
8.9.1.2 Consolidate and optimize total tax plan
8.8.1 Establish internal controls, policies, and procedures (10928)
(10762) 8.9.1.3 Maintain tax master data (10929)
8.8.1.1 Establish board of directors and audit 8.9.2 Process taxes (10766)
committee (10914) 8.9.2.1 Perform tax planning/strategy (10930)
8.8.1.2 Define and communicate code of ethics 8.9.2.2 Prepare returns (10931)
(10915)
8.9.2.3 Prepare foreign taxes (10932)
8.8.1.3 Assign roles and responsibility for internal
8.9.2.4 Calculate deferred taxes (10933)
controls (10916)
8.9.2.5 Account for taxes (10934)
8.8.1.4 Define business process objectives and risks
(11250) 8.9.2.6 Monitor tax compliance (10935)
8.8.1.5 Define entity/unit risk tolerances (11251) 8.9.2.7 Address tax inquiries (10936)
8.8.2 Operate controls and monitor compliance with internal 8.10 Manage international funds/consolidation (10737)
controls policies and procedures (10763) 8.10.1 Monitor international rates (10767)
8.8.2.1 Design and implement control activities 8.10.2 Manage transactions (10768)
(10917)
8.10.3 Monitor currency exposure/hedge currency (10769)
8.8.2.2 Monitor control effectiveness (10918)
8.10.4 Report results (10770)
8.8.2.3 Remediate control deficiencies (10919)
8.11 Perform global trade services (17059)
8.8.2.4 Create compliance function (10920)
8.8.2.5 Operate compliance function (10921) 8.11.1 Screen sanctioned party list (14090)
8.8.2.6 Implement and maintain controls-related 8.11.2 Control exports and imports (14091)
enabling technologies and tools (10922) 8.11.3 Classify products (14092)
8.8.3 Report on internal controls compliance (10764) 8.11.4 Calculate duty (14093)
8.8.3.1 Report to external auditors (10923) 8.11.5 Communicate with customs (14094)
8.8.3.2 Report to regulators, share-/debt-holders, 8.11.6 Document trade (14095)
securities exchanges, etc. (10924) 8.11.7 Process trade preferences (14096)
8.8.3.3 Report to third parties (e.g., business 8.11.8 Handle restitution (14097)
partners) (10925) 8.11.9 Prepare letter of credit (14098)

9.0 Acquire, Construct, and Manage Assets (10010)

9.1 Design and construct/acquire nonproductive assets 9.1.3.5Manage construction or modification to
(10937) building (10962)
9.1.1 Develop property strategy and long-term vision 9.1.4 Provide workspace and assets (10944)
(10941) 9.1.4.1 Acquire workspace and assets (10963)
9.1.1.1 Confirm alignment of property requirements 9.1.4.2 Change fit/form/function of workspace and
with business strategy (10955) assets (10964)
9.1.1.2 Assess the external environment (10956) 9.2 Plan maintenance work (10938)
9.1.1.3 Make build-or-buy decision (10957) 9.2.1 Perform routine maintenance (16472)
9.1.2 Develop, construct, and modify sites (10942) 9.2.2 Perform corrective maintenance (16473)
9.1.3 Plan facility (10943) 9.2.3 Overhaul equipment (16474)
9.1.3.1 Design facility (10958) 9.2.4 Manage facilities operations (10949)
9.1.3.2 Analyze budget (10959) 9.2.4.1 Relocate people (10965)
9.1.3.3 Select property (10960) 9.2.4.2 Relocate material and tools (10966)
9.1.3.4 Negotiate terms for facility (10961)

Version 6.1.1-en-CIP • October 2015 17


9.3 Obtain and install assets, equipment, and tools 9.3.2 Obtain and install equipment (10951)
(10939) 9.3.2.1 Design engineering solution for the
9.3.1 Develop ongoing maintenance policies for productive manufacturing process (10969)
assets (10950) 9.3.2.2 Install and commission equipment (10971)
9.3.1.1 Analyze assets, and predict maintenance 9.4 Dispose of productive and nonproductive
requirements (10967) assets (10940)
9.3.1.2 Develop approach to integrate preventive 9.4.1 Develop exit strategy (10952)
maintenance into production schedule 9.4.2 Perform sale or trade (10953)
(10968) 9.4.3 Perform abandonment (10954)

10.0 Manage Enterprise Risk, Compliance, Remediation, and Resiliency (16437)

10.1 Manage enterprise risk (17060) 10.1.4.3 Develop mitigation plans for risks (16458)
10.1.1 Establish the enterprise risk framework and policies 10.1.4.4 Implement mitigation plans for risks
(16439) (16459)
10.1.1.1 Determine risk tolerance for organization 10.1.4.5 Monitor risks (16460)
(16440) 10.1.4.6 Analyze risk activities and update plans
10.1.1.2 Develop and maintain enterprise risk (16461)
policies and procedures (16441) 10.1.4.7 Report on risk activities (16462)
10.1.1.3 Identify and implement enterprise risk 10.2 Manage compliance (17467)
management tools (16442)
10.2.1 Establish compliance framework and policies (17468)
10.1.1.4 Coordinate the sharing of risk knowledge
10.2.1.1 Develop enterprise compliance policies and
across the organization (16443)
procedures (17469)
10.1.1.5 Prepare and report enterprise risk to
10.2.1.2 Implement enterprise compliance activities
executive management and board (16444)
(17470)
10.1.2 Oversee and coordinate enterprise risk management
10.2.1.3 Manage internal audits (14133)
activities (16445)
10.2.1.4 Maintain controls-related technologies and
10.1.2.1 Identify enterprise level risks (16446)
tools (14137)
10.1.2.2 Assess risks to determine which to mitigate
10.2.2 Manage regulatory compliance (16463)
(16447)
10.2.2.1 Develop regulatory compliance procedures
10.1.2.3 Develop risk mitigation and management
(16464)
strategy, and integrate with existing
performance management processes 10.2.2.2 Identify applicable regulatory requirements
(16448) (16465)
10.1.2.4 Verify business unit and functional risk 10.2.2.3 Monitor the regulatory environment for
mitigation plans are implemented 16449 changing or emerging regulations (16466)
10.1.2.5 Ensure risks and risk mitigation actions are 10.2.2.4 Assess current compliance position, and
monitored (16450) identify weaknesses or shortfalls therein
(16467)
10.1.2.6 Report on risk activities (16451)
10.2.2.5 Implement missing or stronger regulatory
10.1.3 Coordinate business unit and functional risk
compliance controls and policies (16468)
management activities (16452)
10.2.2.6 Monitor and test, on an ongoing and
10.1.3.1 Ensure that each business unit / function
scheduled basis, regulatory compliance
follows the enterprise risk management
position and existing controls, defining
process (16453)
controls that should be added, removed, or
10.1.3.2 Ensure that each business unit/function modified as required (16469)
follows the enterprise risk reporting process
10.2.2.7 Maintain relationships with regulators as
(16454)
appropriate (16470)
10.1.4 Manage business unit and function risk (17462)
10.3 Manage remediation efforts (11185)
10.1.4.1 Identify risks (16456)
10.1.4.2 Assess risks using enterprise risk framework 10.3.1 Create remediation plans (11201)
policies and procedures (16457) 10.3.2 Contact and confer with experts (11202)

18 Permission granted to photocopy for personal use. ©2015 APQC. ALL RIGHTS RESERVED.
 10.3.3 Identify/dedicate resources (11203) 10.4.2 Perform continuous business operations planning
10.3.4 Investigate legal aspects (11204) (11222)
10.3.5 Investigate damage cause (11205) 10.4.3 Test continuous business operations (11223)
10.3.6 Amend or create policy (11206) 10.4.4 Maintain continuous business operations (11224)
10.4 Manage business resiliency 11216 10.4.5 Share knowledge of specific risks across other parts of
the organization (16471)
10.4.1 Develop the business resilience strategy (11221)

11.0 Manage External Relationships (10012)

11.1 Build investor relationships (11010) 11.4.5.1 Assess problem and determine work
requirements (11056)
11.1.1 Plan, build, and manage lender relations (11035)
11.4.5.2 Engage/Retain outside counsel if necessary
11.1.2 Plan, build, and manage analyst relations (11036)
(11057)
11.1.3 Communicate with shareholders (11037)
11.4.5.3 Receive strategy/budget (11058)
11.2 Manage government and industry relationships 11.4.5.4 Receive work product and manage/monitor
(11011) case and work performed (11059)
11.2.1 Manage government relations (11038) 11.4.5.5 Process payment for legal services (11060)
11.2.2 Manage relations with quasi-government bodies 11.4.5.6 Track legal activity/performance (11061)
(11039) 11.4.6 Protect intellectual property (11049)
11.2.3 Manage relations with trade or industry groups 11.4.6.1 Manage copyrights and patents (11062)
(11040)
11.4.6.2 Maintain intellectual property rights and
11.2.4 Manage lobby activities (11041) restrictions (11063)
11.3 Manage relations with board of directors (11012) 11.4.6.3 Administer licensing terms (11064)
11.3.1 Report results (11042) 11.4.6.4 Administer options (11065)
11.3.2 Report audit findings (11043) 11.4.7 Resolve disputes and litigations (11050)
11.4 Manage legal and ethical issues (11013) 11.4.8 Provide legal advice/counseling (11051)
11.4.9 Negotiate and document agreements/contracts
11.4.1 Create ethics policies (11044)
(11052)
11.4.2 Manage corporate governance policies (11045)
11.5 Manage public relations program (11014)
11.4.3 Develop and perform preventive law programs
(11046) 11.5.1 Manage community relations (11066)
11.4.4 Ensure compliance (11047) 11.5.2 Manage media relations (11067)
11.4.4.1 Plan and initiate compliance program (11053) 11.5.3 Promote political stability (11068)
11.4.4.2 Execute compliance program (11054) 11.5.4 Create press releases (11069)
11.4.5 Manage outside counsel (11048) 11.5.5 Issue press releases (11070)

12.0 Develop and Manage Business Capabilities (10013)

12.1 Manage business processes (16378) 12.1.1.4Perform process governance activities

(16383)
12.1.1 Establish and maintain process management
governance (16379) 12.1.2 Define and manage process frameworks (16384)
12.1.1.1 Define and manage governance approach 12.1.2.1 Establish and maintain process framework
(16380) (16385)
12.1.1.2 Establish and maintain process tools and 12.1.2.2 Identify cross-functional processes (16386)
templates (16381) 12.1.3 Define processes (16387)
12.1.1.3 Assign and support process ownership 12.1.3.1 Scope processes (16388)
(16382) 12.1.3.2 Analyze processes (16389)

Version 6.1.1-en-CIP • October 2015 19

 12.1.3.3 Map processes (16390) 12.2.3.2.6 Deploy the project (11129)
12.1.3.4 Publish processes (16391) 12.2.3.3 Execute projects (16414)
12.1.4 Manage process performance (16392) 12.2.3.3.1 Evaluate impact of project
12.1.4.1 Provide process training (16393) management (strategy and
12.1.4.2 Support process execution (16394) projects) on measures and
outcomes (11131)
12.1.4.3 Measure and report process performance
(16395) 12.2.3.3.2 Report the status of project
(16415)
12.1.5 Improve processes (16396)
12.2.3.3.3 Manage project scope )16416)
12.1.5.1 Identify and select improvement
opportunities (16397) 12.2.3.3.4 Promote and sustain activity and
involvement (11132)
12.1.5.2 Manage improvement projects (16398)
12.2.3.3.5 Realign and refresh project
12.1.5.3 Perform continuous improvement activities
management strategy and
(16399)
approaches (11133)
12.2 Manage portfolio, program, and project (16400) 12.2.3.4 Review and report project performance
12.2.1 Manage portfolio (16401) (16417)
12.2.1.1 Establish portfolio strategy (16402) 12.2.3.5 Close projects (16418)
12.2.1.2 Define portfolio governance (16403) 12.3 Manage enterprise quality (17471)
12.2.1.3 Monitor and control portfolio (16404) 12.3.1 Establish quality requirements (17472)
12.2.2 Manage programs (16405) 12.3.1.1 Define critical-to-quality characteristics
12.2.2.1 Establish program structure and approach (17473)
(16406) 12.3.1.2 Define preventive quality activities (17474)
12.2.2.2 Manage program stakeholders and partners 12.3.1.3 Develop quality controls (17475)
(16407)
12.3.1.3.1 Define process steps for controls
12.2.2.3 Manage program execution (16408) (or integration points) (17476)
12.2.2.4 Review and report program performance 12.3.1.3.2 Define sampling plan (17477)
(16409)
12.3.1.3.3 Identify measurement methods
12.2.3 Manage projects (16410) (17478)
12.2.3.1 Establish project scope (16411) 12.3.1.3.4 Define required competencies
12.2.3.1.1 Identify project requirements and (17479)
objectives (11117) 12.3.1.4 Prove capability to assess compliance with
12.2.3.1.2 Identify project resource requirements (17480)
requirements (16412) 12.3.1.5 Finalize quality plan (17481)
12.2.3.1.3 Assess culture and readiness for 12.3.2 Evaluate performance to requirements (17482)
project management approach 12.3.2.1 Test against quality plan (17483)
(11118) 12.3.2.1.1 Conduct test and collect data
12.2.3.1.4 Identify appropriate project (17484)
management methodologies 12.3.2.1.2 Record result(s) (17485)
(11119)
12.3.2.1.3 Determine disposition of result(s)
12.2.3.1.5 Create business case and obtain (17486)
funding (11120)
12.3.2.2 Assess results of tests (17487)
12.2.3.1.6 Develop project measures and
12.3.2.2.1 Assess sample significance
indicators (11121)
(17488)
12.2.3.2 Develop project plans (16413)
12.3.2.2.2 Summarize result(s) (17489)
12.2.3.2.1 Define roles and resources
12.3.2.2.3 Recommend actions (17490)
(11123)
12.3.2.2.4 Decide next steps (17491)
12.2.3.2.2 Identify specific IT requirements
(11124) 12.3.3 Manage non-conformance (17492)
12.2.3.2.3 Create training and 12.3.3.1 Assess potential impact (17493)
communication plans (11125) 12.3.3.2 Determine immediate action(s) (17494)
12.2.3.2.4 Design recognition and reward 12.3.3.3 Identify root cause(s) (17495)
approaches (11127) 12.3.3.4 Take corrective or preventative action
12.2.3.2.5 Design and plan launch of project (17496)
(11128) 12.3.3.5 Close non-conformance (17497)

Version 6.1.1-en-CIP • October 2015 20

 12.3.4 Implement and maintain the enterprise quality 12.4.2.3 Develop training plan (11154)
management system (EQMS) (17498) 12.4.2.4 Develop communication plan (11155)
12.3.4.1 Define the quality strategy (17499) 12.4.2.5 Develop rewards/incentives plan (11156)
12.3.4.2 Plan and deploy the EQMS scope, targets, 12.4.2.6 Establish change adoption metrics (11157)
and goals (17500) 12.4.2.7 Establish/Clarify new roles (11158)
12.3.4.3 Identify core EQMS processes, controls, and 12.4.2.8 Identify budget/roles (11159)
metrics (17501) 12.4.3 Implement change (11136)
12.3.4.4 Develop and document EQMS policies, 12.4.3.1 Create commitment for improvement/change
procedures, standards, and measures (11160)
(17502)
12.4.3.2 Re-engineer business processes and
12.3.4.5 Assess the EQMS performance (17503) systems (11161)
12.3.4.6 Create environment and capability for EQMS 12.4.3.3 Support transition to new roles or exit
improvement(s) (17504) strategies for incumbents (11162)
12.3.4.6.1 Reward quality excellence 12.4.3.4 Monitor change (11163)
(17505)
12.4.4 Sustain improvement (11137)
12.3.4.6.2 Create and maintain quality
12.4.4.1 Monitor improved process performance
partnerships (17506)
(11164)
12.3.4.6.3 Maintain talent capabilities and
12.4.4.2 Capture and reuse lessons learned from
competencies (17507)
change process (11165)
12.3.4.6.4 Incorporate EQMS messaging
12.4.4.3 Take corrective action as necessary
into communication channels
(11166)
(17508)
12.3.4.6.5 Assure independent EQMS 12.5 Develop and manage enterprise-wide knowledge
management access to management (KM) capability (11073)
appropriate authority in the 12.5.1 Develop KM strategy (11095)
organization (17509) 12.5.1.1 Develop governance model (11100)
12.3.4.6.6 Transfer proven EQMS methods 12.5.1.2 Establish central KM core group (11101)
(17510)
12.5.1.3 Define roles and accountability of core
12.4 Manage change (11074) group versus operating units (11102)
12.4.1 Plan for change (11134) 12.5.1.4 Develop funding models (11103)
12.4.1.1 Select process improvement methodology 12.5.1.5 Identify links to key initiatives (11104)
(11138) 12.5.1.6 Develop core KM methodologies (11105)
12.4.1.2 Assess readiness for change (11139) 12.5.1.7 Assess IT needs and engage IT function
12.4.1.3 Determine stakeholders (11140) (11106)
12.4.1.4 Engage/Identify champion (11141) 12.5.1.8 Develop training and communication plans
12.4.1.5 Form design team (11142) (11107)
12.4.1.6 Define scope (11143) 12.5.1.9 Develop change management approaches
(11108)
12.4.1.7 Understand current state (11144)
12.5.1.10 Develop strategic measures and indicators
12.4.1.8 Define future state (11145)
(11109)
12.4.1.9 Conduct organizational risk analysis
12.5.2 Assess KM capabilities (11096)
(11146)
12.5.2.1 Assess maturity of existing KM initiatives
12.4.1.10 Assess cultural issues (11147)
(11110)
12.4.1.11 Establish accountability for change
12.5.2.2 Evaluate existing KM approaches (11111)
management (11148)
12.5.2.3 Identify gaps and needs (11112)
12.4.1.12 Identify barriers to change (11149)
12.5.2.4 Enhance/Modify existing KM approaches
12.4.1.13 Determine change enablers (11150)
(11113)
12.4.1.14 Identify resources and develop measures
12.5.2.5 Develop new KM approaches (11114)
(11151)
12.5.2.6 Implement new KM approaches (11115)
12.4.2 Design the change (11135)
12.4.2.1 Assess connection to other initiatives 12.6 Measure and benchmark (16436)
(11152) 12.6.1 Create and manage organizational performance
12.4.2.2 Develop change management plans strategy (11071)
(11153)

21 Permission granted to photocopy for personal use. ©2015 APQC. ALL RIGHTS RESERVED.
 12.6.1.1Create enterprise measurement systems 12.7.2 Develop and execute functional EHS
model (11075) program (11181)
12.6.1.2 Measure process productivity (11076) 12.7.2.1 Identify regulatory and stakeholder
12.6.1.3 Measure cost effectiveness (11077) requirements (11188)
12.6.1.4 Measure staff efficiency (11078) 12.7.2.2 Assess future risks and opportunities
12.6.1.5 Measure cycle time (11079) (11189)
12.6.2 Benchmark performance (11072) 12.7.2.3 Create EHS policy (11190)
12.6.2.1 Conduct performance assessments (11083) 12.7.2.4 Record and manage EHS events (11191)
12.6.2.2 Develop benchmarking capabilities (11084) 12.7.3 Train and educate functional employees
(11182)
12.6.2.3 Conduct internal process and external
competitive benchmarking (11085) 12.7.3.1 Communicate EHS issues to stakeholders
and provide support (11192)
12.6.2.4 Conduct gap analysis to understand need for
change and degree needed (11087) 12.7.4 Monitor and manage functional EHS
management program (11183)
12.6.2.5 Establish need for change (11088)
12.7.4.1 Manage EHS costs and benefits (11193)
12.7 Manage environmental health and safety (EHS)
12.7.4.2 Measure and report EHS performance
(11179)
(11194)
12.7.1 Determine environmental health and safety impacts 12.7.4.3 Implement emergency response program
(11180) (11196)
12.7.1.1 Evaluate environmental impact of products, 12.7.4.4 Implement pollution prevention program
services, and operations (11186) (11197)
12.7.1.2 Conduct health and safety and 12.7.4.5 Provide employees with EHS support
environmental audits (11187) (11195)

Version 6.1.1-en-CIP • October 2015 22

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