PROCESSCLASSIFICATIONFRAMEWORKSMVersion6.0.0OVERVIEWAPQC’sProcessClassificationFrameworkSM(PCF)isataxonomyofcross-functional

OPERATINGPROCESSESbusinessprocessesintendedtoallowthe

1.0Develop

>>>

2.0Develop

>>>

3.0Market

>>>

4.0Deliver

>>>

5.0Manageobjectivecomparisonoforganizationalperformancewithinandamongorganizations.

VisionandStrategy

andManageProductsandServices

andSellProductsandServices

ProductsandServices

CustomerServiceThePCFwasdevelopedbyAPQCanditsmembercompaniesasanopenstandardtofacilitateimprovementthroughprocess

MANAGEMENTANDSUPPORTSERVICESmanagementandbenchmarking,regardlessofindustry,size,orlocation.ThePCForganizesoperatingandmanagementprocessesinto12enterprise-levelcategories,includingprocessgroupsandmorethan1,000processesandassociatedactivities.ThePCF,itsassociatedmeasures,anddefinitionsareavailablefordownloadatnochargeat/pcf.THEFRAMEWORKFORPROCESSIMPROVEMENTExperienceshowsthatthepotentialof

6.07.08.09.010.011.012.0

DevelopandManageHumanCapitalManageInformationTechnologyManageFinancialResourcesAcquire,Construct,andManageAssetsManageEnterpriseRisk,Compliance,andResiliencyManageExternalRelationshipsDevelopandManageBusinessCapabilitiesbenchmarkingtodrivedramaticimprovementliessquarelyinmakingout-of-the-boxcomparisonsandsearchingforinsightsnottypicallyfoundwithinintra-industryparadigms.Toenablethisbeneficialbenchmarking,theAPQCProcessClassificationFrameworkSM(PCF)servesasahigh-level,industry-neutralenterpriseprocessmodelthatallowsorganizationstoseetheirbusinessprocessesfromacross-industryviewpoint.Thecross-industryframeworkhasexperiencedmorethan15yearsofcreativeusebythousandsoforganizationsworldwide.ThePCFprovidesthefoundationfortheOpenStandardsBenchmarkingCollaborativeSM(OSBC)databaseandtheworkofitsadvisorycouncilofglobalindustryleaders.EachversionofthePCFwillcontinuetobeenhancedastheOSBCdatabasefurtherdevelopsdefinitions,processes,andmeasures.ThePCFandassociatedmeasuresandbenchmarkingsurveysareavailablefordownloadandcompletionatnochargefromtheOpenStandardsBenchmarkingCollaborativeWebsiteat/osbc.HISTORYThecross-industryProcessClassificationFrameworkwasoriginallyenvisionedasataxonomyofbusinessprocessesandacommonlanguagethroughwhichAPQCmemberorganizationscouldbenchmarktheirprocesses.TheinitialdesigninvolvedAPQCandmorethan80organizationswithastronginterestinadvancingtheuseofbenchmarkingintheUnitedStatesandworldwide.Sinceitsinceptionin1992,thePCFhasseenupdatestomostofitscontent.Theseupdateskeeptheframeworkcurrentwiththewaysthatorganizationsdobusinessaroundtheworld.In2008,APQCandIBMworkedtogethertoenhancethecross-industryPCFandtodevelopanumberofindustry-specificprocessclassificationframeworks.Version6.0.0-en-XI·July2012LOOKINGFORWARDThecross-industryandindustryProcessClassificationFrameworksareevolvingmodels,whichAPQCwillcontinuetoenhanceandimproveregularly.Thus,APQCencouragescomments,suggestions,andmoreimportantly,thesharingofinsightsfromhavingappliedthePCFwithinyourorganization.ShareyoursuggestionsandexperienceswiththePCFbye-mailingpcf_feedback@.ABOUTAPQCAninternationallyrecognizedresourceforprocessandperformanceimprovement,APQChelpsorganizationsadapttorapidlychangingenvironments,buildnewandbetterwaystowork,andsucceedinacompetitivemarketplace.WithafocusPROCESSCLASSIFICATIONFRAMEWORKSM

onproductivity,knowledgemanagement,benchmarking,andqualityimprovementinitiatives,APQCworkswithitsmemberorganizationstoidentifybestpractices;discovereffectivemethodsofimprovement;broadlydisseminatefindings;andconnectindividualswithoneanotherandtheknowledge,training,andtoolstheyneedtosucceed.Foundedin1977,APQCisamember-basednonprofitservingorganizationsaroundtheworldinallsectorsofbusiness,education,andgovernment.APQCisalsoaproudwinnerofthe2003and2004NorthAmericanMostAdmiredKnowledgeEnterprises(MAKE)awards.ThisawardisbasedonastudybyTeleos,aEuropean-basedresearchfirm,andtheKNOWnetwork.ThePCFiswritteninUnitedStatesEnglishlanguageformat.TABLEOFCONTENTSContentOrganization_____________________________________________________________________________3PCFLevelsExplained/NumberScheming______________________________________________________________31.02.03.04.05.06.07.08.09.010.011.012.0

DevelopVisionandStrategy_________________________________________________________________4DesignandManageProductsandServices______________________________________________________5MarketandSellProductsandServices_________________________________________________________6DeliverProductsandServices_______________________________________________________________8ManageCustomerService_________________________________________________________________10DevelopandManageHumanCapital__________________________________________________________11ManageInformationTechnology_____________________________________________________________13ManageFinancialResources________________________________________________________________16Acquire,Construct,andManageAssets_______________________________________________________20ManageEnterpriseRisk,Compliance,andResiliency____________________________________________21ManageExternalRelationships______________________________________________________________22DevelopandManageBusinessCapabilities____________________________________________________23ProcessClassificationFramework(PCF)Cross-IndustryVersion6.0.0ReleaseNotes________________________26RIGHTSANDPERMISSIONS?2012APQC.ALLRIGHTSRESERVED.APQCencouragesthewidedistribution,discussion,anduseofthePCFforclassifyinganddefiningprocesses.APQCgrantspermissionforuseandadaptationofthePCFforinternaluse.Forexternaluse,APQCgrantspermissionforpublication,distribution,anduse,providedthatpropercopyrightacknowledgmentismadetoAPQC.Nomodificationstothelookorcontentshouldbemadeinexternalvenues.PleaseusethefollowingtextwhenreusingthePCFinexternalprintorelectroniccontent:THEAPQCPROCESSCLASSIFICATIONFRAMEWORKSM(PCF)ThePCFwasdevelopedbynon-profitAPQC,aglobalresourceforbenchmarkingandbestpractices,anditsmembercompaniesasanopenstandardtofacilitateimprovementthroughprocessmanagementandbenchmarking,regardlessofindustry,size,orgeography.ThePCForganizesoperatingandmanagementprocessesinto12enterpriselevelcategories,includingprocessgroupsandover1,000processesandassociatedactivities.TodownloadthefullPCForindustry-specificversionsofthePCFaswellasassociatedmeasuresandbenchmarking,visit/pcf.2

Permissiongrantedtophotocopyforpersonaluse.?2012APQC.ALLRIGHTSRESERVED.CONTENTORGANIZATIONProcessClassificationFramework:TheProcessClassificationFramework(PCF)isanOpenStandardandisadministeredbyAPQC.PCFLEVELSEXPLAINEDLevel1—Category

1.0DevelopVisionandStrategy(10002)Representsthehighestlevelofprocessintheenterprise,suchasManagecustomerservice,Supplychain,Financialorganization,andHumanresources.Level2—ProcessGroup

1.1Definethebusinessconceptandlong-termvision(10014)Indicatesthenextlevelofprocessesandrepresentsagroupofprocesses.Performaftersalesrepairs,Procurement,Accountspayable,Recruit/source,andDevelopsalesstrategyareexamplesofprocessgroups.Level3—Process

1.1.1Assesstheexternalenvironment(10017)Aseriesofinterrelatedactivitiesthatconvertinputsintoresults(outputs);processesconsumeresourcesandrequirestandardsforrepeatableperformance;andprocessesrespondtocontrolsystemsthatdirectthequality,rate,andcostofperformance.Level4—Activity

Analyzeandevaluatecompetition(10021)Indicateskeyeventsperformedwhenexecutingaprocess.ExamplesofactivitiesincludeReceivecustomerrequests,Resolvecustomercomplaints,andNegotiatepurchasingcontracts.Level5—Task

.1Identifyprojectrequirementsandobjectives(11117)Tasksrepresentthenextlevelofhierarchicaldecompositionafteractivities.Tasksaregenerallymuchmorefinegrainedandmayvarywidelyacrossindustries.Examplesinclude:CreatebusinesscaseandobtainfundingandDesignrecognitionandrewardapproaches.PROCESSELEMENTNUMBERINGSCHEMEThePCFidentifieseachprocesselementusingaunique5-digitreferencenumberfollowingthenameoftheprocesselement[i.e.,(10002),(10014),(10017),(10021),(11117),shownintheabovegraphic].Thisnumberwillalwaysrefertotheconceptualdefinitionoftheprocesselement.Theactualprocesselementsandactualdefinitionmaychange,butconceptuallythedecompositionwillremainconsistentconsideringtheentirescopeofthePCF.Anew5-digitnumberwillbeassignedtoaprocesselementifitsdefinitionsubstantiallychanges.VERSIONNUMBERINGSCHEMEPCFversionnumbersareconstructedusinga“major/minor/defect”versionnumberingscheme,andrefertothecontentofthePCFthemselves,notthedocumentscontainingthePCFcontent.WithinaspecificreleaseofthePCF(asidentifiedinthefooterofthedocument;seeexamplebelow),thePCFidentifieseachprocesselementwitha“dotted”number,like“6.0.0”.Thisnumberisusedtoprovidesimpleindextorefertospecificprocesselementswithinthereleaseonly.Thesenumberswillchangebetweenreleasesasneededtoreflectthecurrentstateofthemodel.FOOTEREXAMPLE:

Version6.0.0-en-XIThisnumberreferstoamajorrelease(6)andaminorrelease(.0.0)intheEnglishlanguage(en)ofthecross-industryPCF(XI).APQCmayreleasethesameversionofthePCFinanumberofdifferent

ThisreferstothespecificreleasedateofthedocumentcontainingthisversionofthePDF.channelsandatdifferenttimestoaddresstypographicalerrors,etc.ChangesinthedocumentcontainingthePCFareidentifiedinthe“ReleaseNotes”section(page21).Version6.0.0-en-XI·July2012

3}}}}1.0DevelopVisionandStrategy(10002)1.1Definethebusinessconceptandlong-termvision

Developsustainabilitystrategy(10014)1.1.1Assesstheexternalenvironment(10017)Analyzeandevaluatecompetition(10021)Identifyeconomictrends(10022)

(14189)Developglobalsupportandsharedservicesstrategy(14190)Developlean/continuousimprovementstrategy(14197)Identifypoliticalandregulatoryissues(10023)Assessnewtechnologyinnovations(10024)Analyzedemographics(10025)Identifysocialandculturalchanges(10026)Identifyecologicalconcerns(10027)1.1.2Surveymarketanddeterminecustomerneedsandwants(10018)Conductqualitative/quantitativeassessments(10028)Captureandassesscustomerneeds(10029)1.1.3Performinternalanalysis(10019)Analyzeorganizationalcharacteristics(10030)Createbaselinesforcurrentprocesses(10031)Analyzesystemsandtechnology(10032)Analyzefinancialpositions(10033)

..61.2.7

Selectlong-termbusinessstrategy(10039)Coordinateandalignfunctionalandprocessstrategies(10040)Createorganizationaldesign(structure,governance,reporting,etc.)(10041)Evaluatebreadthanddepthoforganizationalstructure(10049)Performjob-specificrolesmappingandvalue-addedanalyses(10050)Developroleactivitydiagramstoassesshand-offactivity(10051)Performorganizationredesignworkshops(10052)Designtherelationshipsbetweenorganizationalunits(10053)Developroleanalysisandactivitydiagramsforkeyprocesses(10054)Assessorganizationalimplicationoffeasiblealternatives(10055)Migratetoneworganization(10056)Developandsetorganizationalgoals(10042)Formulatebusinessunitstrategies(10043)4

Identifyenterprisecorecompetencies(10034)1.1.4Establishstrategicvision(10020)Alignstakeholdersaroundstrategicvision(10035)Communicatestrategicvisiontostakeholders(10036)1.2Developbusinessstrategy(10015)1.2.1Developoverallmissionstatement(10037)Definecurrentbusiness(10044)Formulatemission(10045)Communicatemission(10046)1.2.2Evaluatestrategicoptionstoachievetheobjectives(10038)Definestrategicoptions(10047)Assessandanalyzeimpactofeachoption(10048)

1.3Managestrategicinitiatives(10016)1.3.1Developstrategicinitiatives(10057)1.3.2Evaluatestrategicinitiatives(10058)1.3.3Selectstrategicinitiatives(10059)1.3.4Establishhigh-levelmeasures(10060)Permissiongrantedtophotocopyforpersonaluse.?2012APQC.ALLRIGHTSRESERVED.2.0DevelopandManageProductsandServices(10003)2.1Manageproductandserviceportfolio(10061)

Conductmandatoryandelective2.1.1Evaluateperformanceofexistingproducts/servicesagainstmarketopportunities(10063)2.1.2Defineproduct/servicedevelopmentrequirements(10064)Identifypotentialimprovementstoexistingproductsandservices(10068)Identifypotentialnewproductsandservices(10069)2.1.3Performdiscoveryresearch(10065)Identifynewtechnologies(10070)Developnewtechnologies(10071)Assessfeasibilityofintegratingnewleadingtechnologiesintoproduct/serviceconcepts(10072)2.1.4Confirmalignmentofproduct/serviceconceptswithbusinessstrategy(10066)Plananddevelopcostandqualitytargets(10073)Prioritizeandselectnewproduct/serviceconcepts(10074)Specifydevelopmenttimingtargets(10075)Planforproduct/serviceofferingmodifications(10076)2.1.5Manageproductandservicelifecycle(10067)Introducenewproducts/services(10077)Retireoutdatedproducts/services(10078)Identifyandrefineperformanceindicators(10079)2.1.6Manageproductandservicemasterdata(14192)2.2Developproductsandservices(10062)2.2.1Design,build,andevaluateproductsandservices(10080)Assignresourcestoproduct/serviceproject(10083)Preparehigh-levelbusinesscaseandtechnicalassessment(10084)Developproduct/servicedesignspecifications(10085)Documentdesignspecifications(10086)Version6.0.0-en-XI·July2012

externalreviews(legal,regulatory,standards,internal)(10087)Buildprototypes(10088)Eliminatequalityandreliabilityproblems(10089)Conductin-houseproduct/servicetestingandevaluatefeasibility(10090)Identifydesign/developmentperformanceindicators(10091)0Collaborateondesignwithsuppliersandcontractmanufacturers(10092)2.2.2Testmarketforneworrevisedproductsandservices(10081)Preparedetailedmarketstudy(10093)Conductcustomertestsandinterviews(10094)Finalizeproduct/servicecharacteristicsandbusinesscases(10095)Finalizetechnicalrequirements(10096)Identifyrequirementsforchangestomanufacturing/deliveryprocesses(10097)2.2.3Prepareforproduction(10082)Developandtestprototypeproductionand/orservicedeliveryprocess(10098)Designandobtainnecessarymaterialsandequipment(10099)Installandvalidateproductionprocessormethodology(10100)

53.0MarketandSellProductsandServices(10004)3.1Understandmarkets,customers,andcapabilities

Selectchannelsfortargetsegments6

(10101)3.1.1Performcustomerandmarketintelligenceanalysis(10106)Conductcustomerandmarketresearch(10108)Identifymarketsegments(10109)Analyzemarketandindustrytrends(10110)Analyzecompetingorganizations,competitive/substituteproducts(10111)Evaluateexistingproducts/brands(10112)Assessinternalandexternalbusinessenvironment(10113)3.1.2Evaluateandprioritizemarketopportunities(10107)Quantifymarketopportunities(10116)Determinetargetsegments(10117)Prioritizeopportunitiesconsistentwithcapabilitiesandoverallbusinessstrategy(10118)Validateopportunities(10119)3.2Developmarketingstrategy(10102)3.2.1Defineofferingandcustomervalueproposition(11168)Defineofferingandpositioning(11169)Developvaluepropositionincludingbrandpositioningfortargetsegments(11170)Validatevaluepropositionwithtargetsegments(11171)Developnewbranding(11172)3.2.2Definepricingstrategytoaligntovalueproposition(10123)Establishguidelinesforapplyingpricingofproducts/services(10124)Approvepricingstrategies/policies(10125)3.2.3Defineandmanagechannelstrategy(10122)Evaluatechannelattributesandpartners(10126)Determinechannelfitwithtargetsegments(10127)

(10128)3.3Developsalesstrategy(10103)3.3.1Developsalesforecast(10129)Gathercurrentandhistoricorderinformation(10134)Analyzesalestrendsandpatterns(10135)Generatesalesforecast(10136)Analyzehistoricalandplannedpromotionsandevents(10137)3.3.2Developsalespartner/alliancerelationships(10130)Identifyallianceopportunities(10138)Designallianceprogramsandmethodsforselectingandmanagingrelationships(10139)Selectalliances(10140)Developpartnerandalliancemanagementstrategies(10141)Establishpartnerandalliancemanagementgoals(10142)3.3.3Establishoverallsalesbudgets(10131)Calculateproductrevenue(10143)Determinevariablecosts(10144)Determineoverheadandfixedcosts(10145)Calculatenetprofit(10146)Createbudget(10147)3.3.4Establishsalesgoalsandmeasures(10132)3.3.5Establishcustomermanagementmeasures(10133)3.4Developandmanagemarketingplans(10104)3.4.1Establishgoals,objectives,andmetricsforproductsbychannels/segments(10148)3.4.2Establishmarketingbudgets(10149)Confirmmarketingalignmenttobusinessstrategy(10155)Determinecostsofmarketing(10156)Createmarketingbudget(10157)3.4.3Developandmanagemedia(10150)Definemediaobjectives(10158)Developmarketingmessages(10159)Definetargetaudience(10160)Engagemediaprovider(10161)Permissiongrantedtophotocopyforpersonaluse.?2012APQC.ALLRIGHTSRESERVED.

Developandexecuteadvertising

3.5.2Managecustomersandaccounts(10183)(10162)Developandexecuteothermarketingcampaigns/programs(11253)Assessbrand/productmarketingplanperformance(11254)

Developsales/keyaccountplan(11173)Managecustomerrelationships(11174)Managecustomermasterdata..7

Developandmanagepricing(10151)Determinepricingbasedonvolume/unitforecast(10163)Executepricingplan(10164)Evaluatepricingperformance(10165)Refinepricingasneeded(10166)Developandmanagepromotionalactivities(10152)Definepromotionalconcepts(10167)Planandtestpromotionalactivities(10168)Executepromotionalactivities(10169)Evaluatepromotionalperformancemetrics(10170)Refinepromotionalperformancemetrics(10171)Incorporatelearningintofuture/plannedconsumerpromotions(10172)Trackcustomermanagementmeasures(10153)Determinecustomerloyalty/lifetimevalue(10173)Analyzecustomerrevenuetrend(10174)Analyzecustomerattritionandretentionrates(10175)Analyzecustomermetrics(10176)Revisecustomerstrategies,objectives,andplansbasedonmetrics(10177)Developandmanagepackagingstrategy

(14208)3.5.3Managecustomersales(10184)Performsalescalls(10190)Performpre-salesactivities(10191)Closethesale(10192)Recordoutcomeofsalesprocess(10193)3.5.4Managesalesorders(10185)Acceptandvalidatesalesorders(10194)Collectandmaintaincustomeraccountinformation(10195)Determineavailability(10196)Determinefulfillmentprocess(10197)Enterordersintosystemandidentify/performcross-sell/up-sellactivity(10198)Processbackordersandupdates(10199)Handleorderinquiriesincludingpost-orderfulfillmenttransactions(10200)3.5.5Managesalesforce(10186)Determinesalesresourceallocation(10209)Establishsalesforceincentiveplan(10210)3.5.6Managesalespartnersandalliances(10187)Providesalesandproducttrainingtosalespartners/alliances(10211)Developsalesforecastbypartner/alliance(10212)(10154)Planpackagingstrategy(10178)Testpackagingoptions(10179)Executepackagingstrategy(10180)Refinepackaging(10181)3.5Developandmanagesalesplans(10105)3.5.1Generateleads(10182)Identifypotentialcustomers(10188)Identifyleads(10189)Version6.0.0-en-XI·July2012

Agreeonpartnerandalliancecommissions(10213)Evaluatepartner/allianceresults(10214)Managechannelpartnermasterdata(14209)

74.0DeliverProductsandServices(10005)8

4.1Planforandalignsupplychainresources(10215)4.1.1Developproductionandmaterialsstrategies(10221)Definemanufacturinggoals(10229)Definelaborandmaterialspolicies(10230)Defineoutsourcingpolicies(10231)Definemanufacturingcapitalexpensepolicies(10232)Definecapacities(10233)Defineproductionnetworkandsupplyconstraints(10234)Defineproductionprocess(14193)Defineproductionworkplacelayoutandinfrastructure(14194)4.1.2Managedemandforproductsandservices(10222)Developbaselineforecasts(10235)Collaboratewithcustomers(10236)Developconsensusforecast(10237)Allocateavailabletopromise(10238)Monitoractivityagainstforecastandreviseforecast(10239)Evaluateandreviseforecastingapproach(10240)Measureforecastaccuracy(10241)4.1.3Creatematerialsplan(10223)Createunconstrainedplan(10242)Collaboratewithsupplierandcontractmanufacturers(10243)Identifycriticalmaterialsandsuppliercapacity(10244)Monitormaterialspecifications(10245)Generateconstrainedplan(10246)Defineproductionbalanceandcontrol(14196)4.1.4Createandmanagemasterproductionschedule(10224)Generatesite-levelplan(10247)Managework-in-progressinventory(10248)Collaboratewithsuppliers(10249)Generateandexecutesiteschedule(10250)

4.1.5Plandistributionrequirements(10225)Allocateavailabletopromise(10251)Maintainmasterdata(10252)Determinefinishedgoodsinventoryrequirementsatdestination(10253)Calculaterequirementsatdestination(10254)Calculateconsolidationatsource(10255)Managecollaborativereplenishmentplanning(10256)Managerequirementsforpartners(10257)Calculatedestinationdispatchplan(10258)Managedispatchplanattainment(10259)0Calculatedestinationloadplans(10260)1Managepartnerloadplan(10261)2Managecostofsupply(10262)3Managecapacityutilization(10263)4.1.6Establishdistributionplanningconstraints(10226)Establishdistributioncenterlayoutconstraints(10267)Establishinventorymanagementconstraints(10268)Establishtransportationmanagementconstraints(10269)4.1.7Reviewdistributionplanningpolicies(10227)Reviewdistributionnetwork(10264)Establishsourcingrelationships(10265)Establishdynamicdeploymentpolicies(10266)4.1.8Assessdistributionplanningperformance(10228)Establishappropriateperformanceindicators(metrics)(10270)Establishmonitoringfrequency(10271)Calculateperformancemeasures(10272)Identifyperformancetrends(10273)Permissiongrantedtophotocopyforpersonaluse.?2012APQC.ALLRIGHTSRESERVED.

Analyzeperformancebenchmarkgaps(10274)

Prepare/Analyzeprocurementandvendorperformance(10300)Prepareappropriatereports(10275)Developperformanceimprovementplan(10276)

Supportinventoryandproductionprocesses(10301)Monitorqualityofproductdelivered4.1.9Developqualitystandardsandprocedures(10368)Establishqualitytargets(10371)Developstandardtestingprocedures(10372)Communicatequalityspecifications(10373)4.2Procurematerialsandservices(10216)4.2.1Developsourcingstrategies(10277)Developprocurementplan(10281)Clarifypurchasingrequirements(10282)Developinventorystrategy(10283)Matchneedstosupplycapabilities(10284)Analyzeorganization’sspendprofile(10285)Seekopportunitiestoimproveefficiencyandvalue(10286)Collaboratewithsupplierstoidentifysourcingopportunities(10287)4.2.2Selectsuppliersanddevelop/maintaincontracts(10278)Selectsuppliers(10288)Certifyandvalidatesuppliers(10289)Negotiateandestablishcontracts(10290)Managecontracts(10291)4.2.3Ordermaterialsandservices(10279)Process/Reviewrequisitions(10292)Approverequisitions(10293)Solicit/Trackvendorquotes(10294)Create/Distributepurchaseorders(10295)Expediteordersandsatisfyinquiries(10296)Recordreceiptofgoods(10297)Research/Resolveexceptions(10298)4.2.4Managesuppliers(10280)Monitor/Managesupplierinformation(10299)Version6.0.0-en-XI·July2012

(10302)4.3Produce/Manufacture/Deliverproduct(10217)4.3.1Scheduleproduction(10303)Generatelinelevelplan(10306)Generatedetailedschedule(10307)Scheduleproductionordersandcreatelots(10308)Schedulepreventive(planned)maintenance(preventivemaintenanceorders)(10315)Schedulerequested(unplanned)maintenance(workordercycle)(10316)Releaseproductionordersandcreatelots(10309)4.3.2Produceproduct(10304)Managerawmaterialinventory(10310)Executedetailedlineschedule(10311)Reportmaintenanceissues(10319)Rerundefectiveitems(10313)Assessproductionperformance(10314)4.3.3Performqualitytesting(10369)Calibratetestequipment(10318)Performtestingusingthestandardtestingprocedure(10374)Recordtestresults(10375)4.3.4Maintainproductionrecordsandmanagelottraceability(10370)Determinelotnumberingsystem(10376)Determinelotuse(10377)4.4Deliverservicetocustomer(10218)4.4.1Confirmspecificservicerequirementsforindividualcustomer(10320)Processcustomerrequest(10324)Createcustomerprofile(10325)Generateserviceorder(10326)4.4.2Identifyandscheduleresourcestomeetservicerequirements(10321)

Createresourcingplanandschedule

4.5.2Planandmanageinboundmaterialflow(10339)(10327)Createserviceorderfulfillmentschedule(10328)Developserviceorder(10329)4.4.3Provideservicetospecificcustomers(10322)Organizedailyserviceorderfulfillmentschedule(10330)Dispatchresources(10331)Manageorderfulfillmentprogress(10332)Validateorderfulfillmentblockcompletion(10333)4.4.4Ensurequalityofservice(10323)Identifycompletedordersforfeedback(10334)Identifyincompleteordersandservicefailures(10335)Solicitcustomerfeedbackonservicesdelivered(10336)Processcustomerfeedbackonservicesdelivered(10337)4.5Managelogisticsandwarehousing(10219)4.5.1Definelogisticsstrategy(10338)Translatecustomerservicerequirementsintologisticsrequirements(10343)Designlogisticsnetwork(10344)Communicateoutsourcingneeds(10345)Developandmaintaindeliveryservicepolicy(10346)Optimizetransportationschedulesandcosts(10347)Definekeyperformancemeasures(10348)5.0ManageCustomerService(10006)5.1Developcustomercare/customerservicestrategy(10378)5.1.1Developcustomerservicesegmentation/prioritization(e.g.,tiers)(10381)Analyzeexistingcustomers(10384)Anal