2016版APQC流程框架体系

CONSUMERELECTRONICSPCFOVERVIEWBasedontherenownedProcessClassificationFramework®(PCF),TheConsumerelectronicsPCF®iscustomizedtodefineprocessesusedwithinorganizationsaroundtheworld.Version7.0.5oftheTheConsumerelectronicsPCF®includeschangestomakeitcompliantwiththemostrecentinformationinConsumerelectronicsPCF®v7.0.4.ThisversionofthePCFwasdevelopedinconjunctionwithWiproandcontainsfeedbackfromavarietyofindividualswithintheindustry.APQCprovidedmuchofthesubjectmatterexpertisetocreatethisindustryspecificprocessclassificationframework.THEFRAMEWORKFORPROCESSIMPROVEMENTExperienceshowsthatthepotentialofbenchmarkingtodrivedramaticimprovementliessquarelyinmakingout-of-the-boxcomparisonsandsearchingforinsightsnottypicallyfoundwithinintra-industryparadigms.Toenablethisbeneficialbenchmarking,theAPQCProcessClassificationFramework®(PCF)servesasahigh-level,industry-neutralenterpriseprocessmodelthatallowsorganizationstoseetheirbusinessprocessesfromacross-industryviewpoint.Thecross-industryframeworkhasexperiencedmorethan20yearsofcreativeusebythousandsoforganizationsworldwide.ThePCFprovidesthefoundationforAPQC’sOpenStandardsBenchmarking®(OSB)databaseandtheworkofitsadvisorycouncilofglobalindustryleaders.EachversionofthePCFwillcontinuetobeenhancedastheOSBdatabasefurtherdevelopsdefinitions,processes,andmeasures.ThePCFandassociatedmeasuresandbenchmarkingsurveysareavailablefordownloadfromtheOpenStandardsBenchmarkingwebsiteatwww.apqc.org/osb.HISTORYThecross-industryProcessClassificationFrameworkwasoriginallyenvisionedasataxonomyofbusinessprocessesandacommonlanguagethroughwhichAPQCmemberorganizationscouldbenchmarktheirprocesses.TheinitialdesigninvolvedAPQCandmorethan80organizationswithastronginterestinadvancingtheuseofbenchmarkingintheUnitedStatesandworldwide.Sinceitsinceptionin1992,thePCFhasseenupdatestomostofitscontent.Theseupdateskeeptheframeworkcurrentwiththewaysthatorganizationsdobusinessaroundtheworld.In2014,APQCworkedtoenhancethecross-industryPCFandupdatedanumberofindustry-specificprocessclassificationframeworks.CONSUMERELECTRONICSPROCESSCLASSIFICATIONFRAMEWORK®Version7.0.5ThePCFiswritteninUnitedStatesEnglishlanguageformat.2.0DevelopandManageProductsandServices3.0MarketandSellProductsandServices4.0DeliverPhysicalProducts5.0DeliverServices6.0ManageCustomerService1.0DevelopVisionandStrategy>>>>>>>>>>>>>>>OPERATINGPROCESSESMANAGEMENTANDSUPPORTSERVICES7.0DevelopandManageHumanCapital8.0ManageInformationTechnology(IT)9.0ManageFinancialResources10.0Acquire,Construct,andManageAssets11.0ManageEnterpriseRisk,Compliance,Remediation,andResiliency12.0ManageExternalRelationships13.0DevelopandManageBusinessCapabilities2Permissiongrantedtophotocopyforpersonaluse.©2016APQC.ALLRIGHTSRESERVED.PROCESSCLASSIFICATIONFRAMEWORK®TABLEOFCONTENTSLOOKINGFORWARDThecross-industryandindustryProcessClassificationFrameworksareevolvingmodels,whichAPQCwillcontinuetoenhanceandimproveregularly.Thus,APQCencouragescomments,suggestions,andmoreimportantly,thesharingofinsightsfromhavingappliedthePCFwithinyourorganization.ShareyoursuggestionsandexperienceswiththePCFbye-mailingpcf_feedback@apqc.org.ABOUTAPQCAninternationallyrecognizedresourceforprocessandperformanceimprovement,APQChelpsorganizationsadapttorapidlychangingenvironments,buildnewandbetterwaystowork,andsucceedinacompetitivemarketplace.Withafocusonproductivity,knowledgemanagement,benchmarking,andqualityimprovementinitiatives,APQCworkswithitsmemberorganizationstoidentifybestpractices;discovereffectivemethodsofimprovement;broadlydisseminatefindings;andconnectindividualswithoneanotherandtheknowledge,training,andtoolstheyneedtosucceed.Foundedin1977,APQCisamember-basednonprofitservingorganizationsaroundtheworldinallsectorsofbusiness,education,andgovernment.APQCisalsoaproudwinnerofthe2003,2004,2008,2012,and2013NorthAmericanMostAdmiredKnowledgeEnterprises(MAKE)awards.ThisawardisbasedonastudybyTeleos,aEuropean-basedresearchfirm,andtheKNOWnetwork.RIGHTSANDPERMISSIONS©2015APQC.ALLRIGHTSRESERVED.APQCencouragesthewidedistribution,discussion,anduseofthePCFforclassifyinganddefiningprocesses.APQCgrantspermissionforuseandadaptationofthePCFforinternaluse.Forexternaluse,APQCgrantspermissionforpublication,distribution,anduse,providedthatpropercopyrightacknowledgmentismadetoAPQC.Nomodificationstothelookorcontentshouldbemadeinexternalvenues.PleaseusethefollowingtextwhenreusingthePCFinexternalprintorelectroniccontent:THEAPQCPROCESSCLASSIFICATIONFRAMEWORK®(PCF)ThePCFwasdevelopedbynon-profitAPQC,aglobalresourceforbenchmarkingandbestpractices,anditsmembercompaniesasanopenstandardtofacilitateimprovementthroughprocessmanagementandbenchmarking,regardlessofindustry,size,orgeography.ThePCForganizesoperatingandmanagementprocessesinto12enterpriselevelcategories,includingprocessgroupsandover1,000processesandassociatedactivities.TodownloadthefullPCForindustry-specificversionsofthePCFaswellasassociatedmeasuresandbenchmarking,visitwww.apqc.org/pcf.PROCESSCLASSIFICATIONFRAMEWORK®TABLEOFCONTENTSContentOrganization____________________________________________________________________________________3PCFLevelsExplained/NumberScheming_____________________________________________________________________31.0DevelopVisionandStrategy________________________________________________________________________42.0DevelopandManageProductsandServices___________________________________________________________53.0MarketandSellProductsandServices_______________________________________________________________74.0DeliverPhysicalProducts_________________________________________________________________________105.0DeliverServices________________________________________________________________________________126.0ManageCustomerService________________________________________________________________________137.0DevelopandManageHumanCapital________________________________________________________________158.0ManageInformationTechnology(IT)________________________________________________________________179.0ManageFinancialResources______________________________________________________________________2010.0Acquire,Construct,andManageAssets______________________________________________________________2311.0ManageEnterpriseRisk,Compliance,Remediation,andResiliency_________________________________________2412.0ManageExternalRelationships_____________________________________________________________________2513.0DevelopandManageBusinessCapabilities___________________________________________________________26ThePCFidentifieseachprocesselementusingaunique5-digitreferencenumberfollowingthenameoftheprocesselement.[i.e.,(16437),(17060),(17061)(16458),(18129),shownintheabovegraphic].Thisnumberwillalwaysrefertotheconceptualdefinitionoftheprocesselement.Theactualprocesselementsandactualdefinitionmaychange,butconceptuallythedecompositionwillremainconsistentconsideringtheentirescopeofthePCF.Anew5-digitnumberwillbeassignedtoaprocesselementifitsdefinitionsubstantiallychanges.PCFLEVELSEXPLAINEDPROCESSELEMENTNUMBERINGSCHEME4Permissiongrantedtophotocopyforpersonaluse.©2016APQC.ALLRIGHTSRESERVED.1.0DevelopVisionandStrategy(10002)1.1Definethebusinessconceptandlong-termvision(17040)1.1.1Assesstheexternalenvironment(10017)1.1.1.1Identifycompetitors(19945)1.1.1.2AnalyzeandEvaluatecompetition(10021)1.1.1.3Identifyeconomictrends(10022)1.1.1.4Identifypoliticalandregulatoryissues(10023)1.1.1.5Assessnewtechnologyinnovations(10024)1.1.1.6Analyzedemographics(10025)1.1.1.7Identifysocialandculturalchanges(10026)1.1.1.8Identifyecologicalconcerns(10027)1.1.1.9Identifyintellectualpropertyconcerns(16790)1.1.1.10EvaluateIPacquisitionoptions(16791)1.1.2Surveymarketanddeterminecustomerneedsandwants(10018)1.1.2.1Conductqualitative/quantitativeresearchandassessments(10028)1.1.2.2Capturecustomerneedsandwants(19946)1.1.2.3Assesscustomerneedsandwants(19947)1.1.3Assesstheinternalenvironment(10019)1.1.3.1Analyzeorganizationalcharacteristics(10030)1.1.3.2Analyzeinternaloperations(19948)1.1.3.3Createbaselinesforcurrentprocesses(10031)1.1.3.4Analyzesystemsandtechnology(10032)1.1.3.5Analyzefinancialhealth(10033)1.1.3.6Identifycorecompetencies(10034)1.1.4Establishstrategicvision(10020)1.1.4.1Definethestrategicvision(19949)1.1.4.2Alignstakeholdersaroundstrategicvision(10035)1.1.4.3Communicatestrategicvisiontostakeholders(10036)1.1.5Conductorganizationrestructuringopportunities(16792)1.1.5.1Identifyrestructuringopportunities(16793)1.1.5.2Performdue-diligence(16794)1.1.5.3Analyzedealoptions(16795)1.1.5.3.1Evaluateacquisitionoptions(16796)1.1.5.3.2Evaluatemergeroptions(16797)1.1.5.3.3Evaluatede-mergeroptions(16798)1.1.5.3.4Evaluatedivestureoptions(16799)1.2Developbusinessstrategy(10015)1.2.1Developoverallmissionstatement(10037)1.2.1.1Definecurrentbusiness(10044)1.2.1.2Formulatemission(10045)1.2.1.3Communicatemission(10046)1.2.2Defineandevaluatestrategicoptionstoachievetheobjectives(10038)1.2.2.1Definestrategicoptions(10047)1.2.2.2Assessandanalyzeimpactofeachoption(10048)1.2.2.2.1Identifyimplicationsforkeyoperatingmodelbusinesselementsthatrequirechange(13289)1.2.2.2.2Identifyimplicationsforkeytechnologyaspects(13290)1.2.2.3DevelopB2Bstrategy(16800)1.2.2.3.1Developserviceasaproductstrategy(16801)1.2.2.4DevelopB2Cstrategy(16802)1.2.2.5Developpartner/alliancestrategy(16803)1.2.2.6Developcrowdsourcingstrategy(16804)1.2.2.7Developmerger/demerger/acquisition/exitstrategy(16805)1.2.2.8Developinnovationstrategy(16806)1.2.2.9Developsustainabilitystrategy(14189)1.2.2.10Developglobalsupportstrategy(19950)1.2.2.11Developsharedservicesstrategy(19951)1.2.2.12Developlean/continuousimprovementstrategy(14197)1.2.2.13Developinnovationstrategyandframework(19952)1.2.3Selectlong-termbusinessstrategy(10039)1.2.4Coordinateandalignfunctionalandprocessstrategies(10040)1.2.5Createorganizationaldesign(10041)1.2.5.1Evaluatebreadthanddepthoforganizationalstructure(10049)1.2.5.2Performjob-specificrolesmappingandvalue-addedanalyses(10050)1.2.5.3Developroleactivitydiagramstoassesshand-offactivity(10051)1.2.5.4Performorganizationredesignworkshops(10052)1.2.5.5Designtherelationshipsbetweenorganizationalunits(10053)1.2.5.6Developroleanalysisandactivitydiagramsforkeyprocesses(10054)1.2.5.7Assessorganizationalimplicationoffeasiblealternatives(10055)1.2.5.8Migratetoneworganization(10056)1.2.6Developandsetorganizationalgoals(10042)1.2.6.1Identifyorganizationalgoals(19953)1.2.6.2Establishbaselinemetrics(19954)1.2.6.3Monitorperformanceagainstgoals(19955)1.2.7Formulatebusinessunitstrategies(10043)1.2.7.1Analyzebusinessunitstrategies(19956)1.2.7.2Identifycorecompetencyforeachbusinessunit(19957)1.2.7.3Refinebusinessunitstrategiesinsupportofcompanystrategy(19958)Version7.0.5-CE•October201652.0DevelopandManageProductsandServices(10003)1.2.8Developcustomerexperiencestrategy(19959)1.2.8.1Assesscustomerexperience(19960)1.2.8.1.1Identifyandreviewcustomertouchpoints(19961)1.2.8.1.2Assesscustomerexperienceacrosstouchpoints(19962)1.2.8.1.3Performrootcauseanalysisofproblematiccustomerexperiences(19963)1.2.8.2Designcustomerexperience(19964)1.2.8.2.1Defineandmanagepersonas(16612)1.2.8.2.2Createcustomerjourneymaps(19965)1.2.8.2.3Definesingleviewofthecustomerfortheorganization(19966)1.2.8.2.4Defineavisionforthecustomerexperience(19967)1.2.8.2.5Validatewithcustomers(19968)1.2.8.2.6Alignexperiencewithbrandvaluesandbusinessstrategies(19969)1.2.8.2.7Developcontentstrategy(19970)1.2.8.3Designcustomerexperiencesupportstructure(19971)1.2.8.3.1Identifyrequiredcapabilities(19972)1.2.8.3.2Identifyimpactonfunctionalprocesses(19973)2.1Governandmanageproduct/servicedevelopmentprogram(19696)2.1.1Manageproductandserviceportfolio(10061)2.1.2Evaluateperformanceofexistingproducts/servicesagainstmarketopportunities(10063)2.1.2.1Evaluatenewproduct/serviceideasagainstexistingproduct,newproductdevelopmentportfolioandpastproducts(11332)2.1.3Confirmalignmentofproduct/serviceconceptswithbusinessstrategy(10066)2.1.3.1Plananddevelopcostandqualitytargets(10073)2.1.3.2Prioritizeandselectnewproduct/serviceconcepts(10074)2.1.3.3Specifydevelopmenttimingtargets(10075)2.1.3.4Planforproduct/serviceofferingmodifications(10076)2.1.4Manageproductandservicelifecycle(10067)2.1.4.1Developplanfornewproduct/servicedevelopmentandintroduction/launch(16824)2.1.4.2Introducenewproducts/services(10077)2.1.4.3Retireoutdatedproducts/services(10078)2.1.4.4Identifyandrefineperformanceindicators(10079)1.2.8.4Developcustomerexperienceroadmaptodevelopandimplementdefinedcapabilities(19974)1.2.9Communicatestrategiesinternallyandexternally(18916)1.3Executeandmeasurestrategicinitiatives(10016)1.3.1Developstrategicinitiatives(10057)1.3.1.1Identifystrategicpriorities(19975)1.3.1.2Developstrategicinitiativesbasedonbusiness/customervalue(19976)1.3.1.3Reviewwithstakeholders(19977)1.3.2Evaluatestrategicinitiatives(10058)1.3.2.1Determinebusinessvalueforeachstrategicpriority(19978)1.3.2.2Determinethecustomervalueforeachstrategicpriority(19979)1.3.3Selectstrategicinitiatives(10059)1.3.3.1Prioritizestrategicinitiatives(19980)1.3.3.2Communicatestrategicinitiativestobusinessunitsandstakeholders(19981)1.3.4Establishhigh-levelmeasures(10060)1.3.4.1Identifybusinessvaluedrivers(19982)1.3.4.2Establishbaselinesforbusinessvaluedrivers(19983)1.3.4.3Monitorperformanceagainstbaselines(19984)1.3.5Executestrategicinitiatives(19507)2.1.4.5Conductpostlaunchreview(11423)2.1.4.5.1Carryoutpostlaunchanalyticstotesttheacceptabilityinthemarket(19646)2.1.4.5.2Reviewmarketperformance(11424)2.1.4.5.3Revieweffectivenessofsupplychainanddistributionnetwork(11425)2.1.4.5.4Applydataandanalyticstoreviewsupplychainmethodologies(19647)2.1.4.5.5Reviewqualityandperformanceoftheproduct/service(11426)2.1.4.5.6Conductfinancialreview(11427)2.1.4.5.7Conductnewproductdevelopmentprocessassessment(11428)2.1.5Manageandcontroldesignofproductsandservices(16825)2.1.6Managepatents,copyrights,andregulatoryrequirements(19985)2.1.6.1Conductmandatoryandelectivereviews(19941)2.1.6.2Reviewinfringementofpatentsandcopyrights(16826)2.1.6.3Determinepatentandcopyrightneeds(16827)6Permissiongrantedtophotocopyforpersonaluse.©2016APQC.ALLRIGHTSRESERVED.2.1.6.4Defineproducttechnicaldocumentationmanagementrequirements(19697)2.1.6.5Manageregulatoryrequirements(12771)2.1.6.5.1Trainemployeesonappropriateregulatoryrequirements(12772)2.1.6.5.2Maintainrecordsforregulatoryagencies(12773)2.1.6.5.3Manageregulatorysubmissionlifecycle(12776)2.1.7Manageproductandservicemasterdata(11740)2.1.7.1Managematerialsmasterlists(11741)2.1.7.2Managebillsofmaterial(11742)2.1.7.3Manageroutings(11743)2.1.7.4Managespecifications(11744)2.1.7.5Managedrawings(11745)2.1.7.6Manageproduct/materialclassification(11746)2.1.7.7Developandmaintainquality/inspectiondocuments(11747)2.1.7.8Maintainprocessspecificationdata(11748)2.1.7.9Managetraceabilitydata(11749)2.1.7.10Reviewandapprovedataaccessrequests(11750)2.2Generateanddefinenewproduct/serviceideas(19698)2.2.1Performdiscoveryresearch(10065)2.2.1.1Identifynewtechnologies(10070)2.2.1.2Developnewtechnologies(10071)2.2.1.3Assessfeasibilityofintegratingnewleadingtechnologiesintoproduct/serviceconcepts(10072)2.2.1.4Identifyandrefinestabilityindicators(16816)2.2.2Generatenewproduct/serviceconcepts(19669)2.2.2.1Gathernewproduct/serviceideasandrequirements(19986)2.2.2.2Analyzenewproduct/serviceideasandrequirements(19987)2.2.2.3Evaluatenewproduct/serviceinputsandrequirements(19988)2.2.2.4Formulatenewproduct/serviceconcepts(19989)2.2.2.5Identifypotentialimprovementstoexistingproductsandservices(10068)2.2.2.5.1Deriverequirementsfromsocialmediaandtools(16807)2.2.3Defineproduct/servicedevelopmentrequirements(19990)2.2.3.1Defineproduct/servicerequirements(11331)2.2.3.1.1Definebasicfunctionalrequirements(19991)2.2.3.1.2Deriveinteroperabilityrequirementsforproductsandservices(16808)2.2.3.1.3Derivesafetyrequirementsforproductsandservices(16809)2.2.3.1.4Derivesecurityrequirementsforproductsandservices(16810)2.2.3.1.5Deriveregulatorycompliancerequirements(16811)2.2.3.1.6Deriverequirementsfromindustrystandards(16812)2.2.3.1.7Developuserexperiencerequirements(19992)2.2.3.1.8Derive‘services-as-a-product’offering(16814)2.2.3.2Defineservicemodel(16815)2.2.3.3Identifyproduct/servicebundlingopportunities(17389)2.3Developproductsandservices(10062)2.3.1Designandprototypeproductsandservices(19993)2.3.1.1Assignresourcestoproduct/serviceproject(10083)2.3.1.1.1Identifyrequirementsforproduct/servicedesign/developmentpartners(19994)2.3.1.2Preparehigh-levelbusinesscaseandtechnicalassessment(10084)2.3.1.3Developproduct/servicedesignspecifications(10085)2.3.1.3.1Developuserexperiencedesignspecifications(16813)2.3.1.4Providewarranty-relatedrecommendations(16817)2.3.1.5Documentdesignspecifications(10086)2.3.1.6Conductmandatoryandelectiveexternalreviews(10087)2.3.1.7Designproducts/services(19995)2.3.1.7.1Designformanufacturing(16819)2.3.1.7.2Designforproductservicing(16820)2.3.1.7.3Designforre-manufacturing(16821)2.3.1.7.4Reviewproducttroubleshootingmethodology(16822)2.3.1.7.5Designandmanageproductdata,design,andbillofmaterials(16818)2.3.1.7.6Designforproductupgrades(16823)2.3.1.8Buildprototypes/proofofconcepts(10088)2.3.1.9Developproducthardwareandsoftware(16828)2.3.1.10Developservices(16829)2.3.1.11Evaluatedesignbasedoncriticaltoqualityparameters(16831)2.3.1.12Analyzedesignspecificationsforimprovements(16832)2.3.1.13Developandtestprototypeproductionand/orservicedeliveryprocess(10098)2.3.1.14Eliminatequalityandreliabilityproblems(10089)2.3.1.15Conductin-houseproduct/servicetestingandevaluatefeasibility(10090)2.3.1.16Identifydesign/developmentperformanceindicators(10091)2.3.1.17Collaborateondesignwithsuppliersandexternalpartners(10092)Version7.0.5-CE•October201672.3.2Testmarketforneworrevisedproductsandservices(19996)2.3.2.1Preparedetailedmarketstudy(10093)2.3.2.2Conductcustomertestsandinterviews(10094)2.3.2.3Finalizeproduct/servicecharacteristicsandbusinesscases(10095)2.3.2.4Finalizetechnicalrequirements(10096)2.3.3Evaluateproductsandservices(18611)2.3.3.1Conductproductpre-certification(16834)2.3.3.2Validateproductconformancetoqualifyforindustryspecificproductcertification(16835)2.3.3.3Validateproductconformancetoqualifyforcountryspecificproductcertification(16836)2.3.4Prepareforproduction/servicedelivery(19997)2.3.4.1Establishmanufacturingprocess(16837)2.3.4.2Identifyanddevelopnewtools,fixturesandequipment(16838)2.3.4.3Establishproductionpartapprovalprocess(16839)2.3.4.4Preparegatingcriteriaforproductdevelopmentmilestonesandtargets(16833)2.3.4.5Designandobtainnecessarycapabilities/materialsandequipment(10099)2.3.4.6Identifyrequirementsforchangestomanufacturing/deliveryprocesses(10097)2.3.4.7Requestengineering/processchange(11418)2.3.4.8Installandvalidateproduction/servicedeliveryprocess(10100)2.3.4.8.1Monitorinitialproductionruns(11417)2.3.4.9Optimizemanufacturingprocessandresources(16840)2.3.4.10Conductqualitycontrolprocess(16841)2.3.4.11Buildfinaldistributionandproductionplans(11411)2.3.4.12Developfinalproductandmanufacturingcosts(11404)2.3.4.13Validatelaunchprocedures(19998)2.3.5Launchproducts/services(11408)2.3.5.1Developpackaging(11402)2.3.5.2OrderPackagingandingredients(11412)2.3.5.3Designtoreducetransitfailuresanddamages(16842)2.3.5.4Designforefficienthandlingofreverselogistics(16843)2.3.5.5Manufactureandreleasefinishedproduct(11414)2.3.5.6DistributeProduct(11415)2.3.6Supportandimplementchangestoproductmanufacturingandservicedeliveryprocess(11416)2.3.6.1Manageengineeringchangeorders(11419)2.3.6.2Identifyproduct/servicedesignandconfigurationchanges(11420)2.3.6.3Capturefeedbacktorefineexistingproductsandservicesprocess(11421)3.1Understandmarkets,customers,andcapabilities(10101)3.1.1Performcustomerandmarketintelligenceanalysis(10106)3.1.1.1Conductcustomerandmarketresearch(10108)3.1.1.2Identifymarketsegments(10109)3.1.1.3Analyzemarketandindustrytrends(10110)3.1.1.4Analyzecompetingorganizations,competitive/substituteproducts/services(10111)3.1.1.5Evaluateexistingproducts/services(10112)3.1.1.6Assessinternalandexternalbusine