APQC的过程分类框架.docx
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APQC的过程分类框架.docx
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APQC的过程分类框架
APQC的过程分类框架
1.UnderstandMarketsandCustomers
1.1Determinecustomerneedsandwants
1.1.1Conductqualitativeassessments
1.1.1.1Conductcustomerinterviews
1.1.1.2Conductfocusgroups
1.1.2Conductquantitativeassessments
1.1.2.1Developandimplementsurveys
1.1.3Predictcustomerpurchasingbehavior
1.2Measurecustomersatisfaction
1.2.1Monitorsatisfactionwithproductsandservices
1.2.2Monitorsatisfactionwithcomplaintresolution
1.2.3Monitorsatisfactionwithcommunication
1.3Monitorchangesinmarketorcustomerexpectations
1.3.1Determineweaknessesofproduct/serviceofferings
1.3.2Identifynewinnovationsthataremeetingcustomerneeds
1.3.3Determinecustomerreactionstocompetitiveofferings
2.DevelopVisionandStrategy
2.1Monitortheexternalenvironment
2.1.1Analyzeandunderstandthecompetition
2.1.2Identifyeconomictrends
2.1.3Identifypoliticalandregulatoryissues
2.1.4Assessnewtechnologyinnovations
2.1.5Understanddemographics
2.1.6Identifysocialandculturalchanges
2.1.7Understandecologicalconcerns
2.2Definethebusinessconceptandorganizationalstrategy
2.2.1Selectrelevantmarkets
2.2.2Developlong-termvision
2.2.3Formulatebusinessunitstrategy
2.2.4Developoverallmissionstatement
2.3Designtheorganizationalstructureandrelationshipsbetweenorganizationalunits
2.4Developandsetorganizationalgoals
3.DesignProductsandServices
3.1Developnewproduct/serviceconceptandplans
3.1.1Translatecustomerwantsandneedsintoproductand/orservicerequirements
3.1.2Plananddeployqualitytargets
3.1.3Plananddeploycosttargets
3.1.4Developproductlifecycleanddevelopmenttimingtargets
3.1.5Developandintegrateleadingtechnologyintoproduct/serviceconcept
3.2Design,build,andevaluateprototypeproductsorservices
3.2.1Developproduct/servicespecifications
3.2.2Conductconcurrentengineering
3.2.3Implementvalueengineering
3.2.4Documentdesignspecifications
3.2.5Developprototypes
3.2.6Applyforpatents
3.3Refineexistingproducts/services
3.3.1Developproduct/serviceenhancements
3.3.2Eliminatequality/reliabilityproblems
3.3.3Eliminateoutdatedproducts/services
3.4Testeffectivenessofneworrevisedproductsorservices
3.5Prepareforproduction
3.5.1Developandtestprototypeproductionprocess
3.5.2Designandobtainnecessarymaterialandequipment
3.5.3Installandverifyprocessormethodology
3.6Managetheproduct/servicedevelopmentprocess
4.MarketandSell
4.1Marketproductsorservicestorelevantcustomersegments
4.1.1Developpricingstrategy
4.1.2Developadvertisingstrategy
4.1.3Developmarketmessagestocommunicatebenefits
4.1.4Estimateadvertisingresourcesandcapitalrequirements
4.1.5Identifyspecifictargetcustomersandtheirneeds
4.1.6Developsalesforecast
4.1.7Sellproductsorservices
4.1.8Negotiateterms
4.2Processcustomerorders
4.2.1Acceptordersfromcustomers
4.2.2Enterordersintoproductionanddeliveryprocess
5.ProduceandDeliverforManufacturing-OrientedOrganization
5.1Planforandacquirenecessaryresourcesorinputs
5.1.1Selectandcertifysuppliers
5.1.2Purchasecapitalgoods
5.1.3Purchasematerialsandsupplies
5.1.4Acquireappropriatetechnology
5.2Convertresourcesorinputsintoproducts
5.2.1Developandadjustproductionprocess(forexistingprocess)
5.2.2Scheduleproduction
5.2.3Movematerialsandresources
5.2.4Makeproduct
5.2.5Packageproduct
5.2.6Warehouseandstoreproduct
5.2.7Stageproductsfordelivery
5.3Makedelivery
5.3.1Arrangeproductshipment
5.3.2Deliverproductstocustomers
5.3.3Installproduct
5.4Manageandproducedeliveryprocess
5.4.1Documentandmonitororderstatus
5.4.2Manageinventories
5.4.3Ensureproductquality
5.4.4Scheduleandperformmaintenance
5.4.5Monitorenvironmentalconstraints
6.ProduceandDeliverforService-OrientedOrganization
6.1Planforandacquirenecessaryresources
6.1.1Selectandcertifysuppliers
6.1.2Purchasematerialsandsupplies
6.1.3Acquireappropriatetechnology
6.2Develophumanresourcesskills
6.2.1Defineskillsrequirements
6.2.2Identifyandimplementtraining
6.2.3Monitorandmanageskilldevelopment
6.3Deliverservicetothecustomer
6.3.1Confirmspecificservicerequirementsforindividualcustomer
6.3.2Identifyandscheduleresourcestomeetservicerequirements
6.3.3Providetheservicetospecificcustomers
6.4Ensurequalityofservice
7.InvoiceandServiceCustomers
7.1Billthecustomer
7.1.1Develop,deliver,andmaintaincustomerbilling
7.1.2Invoicethecustomer
7.1.3Respondtobillinginquiries
7.2Provideafter-salesservice
7.2.1Providepost-salesservice
7.2.2Handlewarrantiesandclaims
7.3Respondtocustomerinquiries
7.3.1Respondtoinformationrequests
7.3.2Managecustomercomplaints
8.DevelopandManageHumanResources
8.1Createhumanresourcestrategies
8.1.1Identifyorganizationalstrategicdemands
8.1.2Determinehumanresourcecosts
8.1.3Determinehumanresourcerequirements
8.1.4Definehumanresourcesorganizationalrole
8.2Cascadestrategytoworklevel
8.2.1Analyze,design,orredesignwork
8.2.2Defineandalignworkoutputsandmetrics
8.2.3Defineworkcompetencies
8.3Managedeploymentofpersonnel
8.3.1Planandforecastworkforcerequirements
8.3.2Developsuccessionandcareerplans
8.3.3Recruit,select,andhireemployees
8.3.4Createanddeployteams
8.3.5Relocateemployees
8.3.6Restructureandrightsizeworkforce
8.3.7Manageemployeeretirement
8.3.8Provideoutplacementsupport
8.4Developandtrainemployees
8.4.1Alignemployeeandorganizationdevelopmentneeds
8.4.2Developandmanagetrainingprograms
8.4.3Developandmanageemployeeorientationprograms
8.4.4Developfunctional/processcompetencies
8.4.5Developmanagement/leadershipcompetencies
8.4.6Developteamcompetencies
8.5Manageemployeeperformance,reward,andrecognition
8.5.1Defineperformancemeasures
8.5.2Developperformancemanagementapproaches/feedback
8.5.3Manageteamperformance
8.5.4Evaluateworkformarketvalueandinternalequity
8.5.5Developandmanagebaseandvariablecompensation
8.5.6Managerewardandrecognitionprograms
8.6Ensureemployeewell-beingandsatisfaction
8.6.1Manageemployeesatisfaction
8.6.2Developworkandfamilysupportsystems
8.6.3Manageandadministeremployeebenefits
8.6.4Manageworkplacehealthandsafety
8.6.5Manageinternalcommunications
8.6.6Manageandsupportworkplacediversity
8.7Ensureemployeeinvolvement
8.8Managelabor-managementrelations
8.8.1Managecollectivebargainingprocess
8.8.2Managelabor-managementpartnerships
8.9DevelopHumanResourcesInformationSystems(HRIS)
9.ManageInformationResources
9.1Planforinformationresourcemanagement
9.1.1Deriverequirementsfrombusinessstrategies
9.1.2Defineenterprisesystemarchitecture
9.1.3Planandforecastinformationtechnologies/methodologies
9.1.4Establishenterprisedatastandards
9.1.5Establishqualitystandardsandcontrols
9.2Developanddeployenterprisesupportsystems
9.2.1Conductspecificneedsassessments
9.2.2Selectinformationtechnologies
9.2.3Definedatalifecycles
9.2.4Developenterprisesupportsystems
9.2.5Test,evaluate,anddeployenterprisesupportsystems
9.3Implementsystemssecurityandcontrols
9.3.1Establishsystemssecuritystrategiesandlevels
9.3.2Test,evaluate,anddeploysystemssecurityandcontrols
9.4Manageinformationstorageandretrieval
9.4.1Establishinformationrespositories(databases)
9.4.2Acquireandcollectinformation
9.4.3Storeinformation
9.4.4Modifyandupdateinformation
9.4.5Enableretrievalofinformation
9.4.6Deleteinformation
9.5Managefacilitiesandnetworkoperations
9.5.1Managecentralizedfacilities
9.5.2Managedistributedfacilities
9.5.3Managenetworkfacilities
9.6Manageinformationservices
9.6.1Managelibraries
9.6.2Managebusinessrecordsanddocuments
9.7Facilitateinformationsharingandinformationcenters
9.7.1Manageexternalcommunicationssystems
9.7.2Manageinternalcommunicationssystems
9.7.3Prepareanddistributepublications
9.8Evaluateandauditinformationquality
10.ManageFinancialandPhysicalResources
10.1Managefinancialresources
10.1.1Developbudgets
10.1.2Manageresourceallocations
10.1.3Designcapitalstructure
10.1.4Managecashflow
10.1.5Managefinancialrisk
10.2Processfinanceandaccountingtransactions
10.2.1Processaccountspayable
10.2.2Processpayroll
10.2.3Processaccountsreceivables,credits,andcollections
10.2.4Closethebooks
10.2.5Processbenefitsandretireeinformation
10.2.6Managetravelandentertainmentexpenses
10.3Reportinformation
10.3.1Provideexternalfinancialinformation
10.3.2Provideinternalfinancialinformation
10.4Conductinternalaudits
10.5Managethetaxfunction
10.5.1Ensuretaxcompliance
10.5.2Plantaxstrategy
10.5.3Employeffectivetechnology
10.5.4Managetaxcontroversies
10.5.5Communicatetaxissuestomanagement
10.5.6Managetaxrecords
10.6Managephysicalresources
10.6.1Managecapitalplanning
10.6.2Acquireandredeployfixedassets
10.6.3Managefacilities
10.6.4Managephysicalrisk
11.ExecuteEnvironmentalManagementProgram
11.1Formulateenvironmentalmanagementstrategy
11.2Ensurecompliancewithregulations
11.3Trainandeducateemployees
11.4Implementpollutionpreventionprogram
11.5Manageremediation
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