Process classification framework in an organization

1. Understand markets and customers

1.1 Determine customer needs and wants

Conduct qualitative assessments - Conduct customer interviews - Conduct focus groups Conduct quantitative assessments - Develop and implement surveys Predict customer purchasing behavior

Understand markets and customers...

1.2 Measure customer satisfaction

Monitor satisfaction with products and services Monitor satisfaction with complaint resolution Monitor satisfaction with communication

1.3 Monitor changes in market or customer expectations

Determine weaknesses of product/service offerings Identify new innovations that meet customer needs Determine customer reactions to competitive offerings

2. Develop vision and strategy

2.1 Monitor the external environment

Analyze and understand competition Identify economic trends Identify political and regulatory issues Assess new technology innovations Understand demographics Identify social and cultural changes Understand ecological concerns

Develop vision and strategy...

2.2 Define the business concept and organizational strategy

Select relevant markets Develop long-term vision Formulate business unit strategy Develop overall mission statement

2.3 Design the organizational structure relationships between organizational units 2.4 Develop and set organizational goals

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3. Design products and services

3.1 Develop new product/service concept and plans

Translate customer wants and needs into product and/or service requirements Plan & deploy quality targets Plan & deploy cost targets Develop product life cycle and development timing targets Develop and integrate leading technology into product / service concept

Design products and services.

3.2 Design, build and evaluate prototype products and service

Develop product/service specifications Conduct concurrent engineering Implement value engineering Document design specifications Develop prototypes Apply for patents

Design products and services.

3.3 Refine existing products

Develop product/service enhancements Eliminate quality/reliability problems Eliminate outdated products / services

3.4 Test effectiveness of new or revised products or services

Design products and services.

3.5 Prepare for production

Develop and test prototype Design and obtain necessary materials and equipment Install and verify process or methodology

3.6 Manage the product / service development process

4. Market and sell

4.1 Market products or services to relevant customer segments

Develop pricing strategy Develop advertising strategy Develop marketing messages to communicate benefits Estimate advertising resource and capital requirements Identify specific target customers and their needs Develop sales forecast Sell products or services Negotiate terms

4.2 Process customer orders

Accept orders from customers Enter orders into production and delivery process

5. Produce and deliver for manufacturingoriented organizations

5.1 Plan for and acquire necessary resources

Select and certify suppliers Purchase capital goods Purchase materials and supplies Acquire appropriate technology

Produce and deliver for manufacturing-oriented organizations.

5.2 Convert resources or inputs into products

Develop and adjust production delivery process (for existing process) Schedule production Move materials and resources Make product Package product Warehouse or store product Stage products for delivery

Produce and deliver for manufacturing-oriented organizations.

5.3 Deliver products

Arrange product shipment Deliver products to customers Install product Confirm specific service requirements for individual customers Identify and schedule resources to meet service requirements Provide the service to specific customers

Produce and deliver for manufacturing-oriented organizations.

5.4 Manage production and delivery process

Document and monitor order status Manage inventories Assure product quality Schedule and perform maintenance Monitor environmental constraints

6. Produce and deliver for service-oriented organizations

6.1 Plan for and acquire necessary resources

Select and certify suppliers Purchase materials and supplies Acquire appropriate technology

6.2 Develop human resource skills

Define skill requirements Identify and implement training Monitor and manage skill development

Produce and deliver for service-oriented organizations.

6.3 Deliver service to the customer

Confirm specific service requirements for individual customers Identify and schedule resources to meet service requirements

6.4 Ensure quality of service

7. Invoice and service customers

7.1 Bill the customer

Develop, deliver and maintain customer billing Invoice the customer Respond to billing enquiries

7.2 Provide after-sales service

Provide post-sales service Handle warranties and claims

7.3 Respond to customer enquiries

Respond to information requests Mange customer complaints

8. Develop and manage human resources

8.1 Create and manage human resource strategies

Identify organizational strategic demands Determine human resource costs Define human resource requirements Define human resources organizational role

8.2 Cascade strategy to work level

Analyze, design or redesign work Define and align work outputs and metrics Define work competencies

Develop and manage human resources...

8.3 Manage deployment of personnel

Plan and forecast workforce requirements Develop succession and career plans Recruit, select and hire employees Create and deploy teams Relocate employees Restructure and rightsize workforce Manage employee retirement Provide outplacement support

Develop and manage human resources...

8.4 Develop and train employees

Align employee and organization development needs Develop and manage training programmes Develop and manage employee orientation programmes Develop functional/process competencies Develop management/leadership competencies Develop team competencies

Develop and manage human resources...

8.5 Manage employee performance, reward and recognition

Define performance measures Develop performance management approaches/feedback Manage team performance Evaluate work for market value and internal equity Develop and manage base and variable compensation Manage reward and recognition programmes

Develop and manage human resources...

8.6 Ensure employee well-being and satisfaction

Manage employee satisfaction Develop work and family support systems Manage and administer employee benefits Manage workplace health and safety Manage internal communications Manage and support workforce diversity

Develop and manage human resources...

8.7 Ensure employee involvement

8.8 Manage labour - management relationships

Manage collective bargaining process Manage labour - management partnerships

8.9 Develop human resource information systems (HRIS)

9. Manage information resources

9.1 Plan for information resource management

Derive requirements from business strategies Define enterprise system architectures Plan & forecast information technologies/methodologies Establish enterprise data standards Establish quality standards and controls

Manage information resources...

9.2 Develop and deploy enterprise support systems

Conduct specific needs assessments Select information technologies Define data lifecycles Develop enterprise support systems Test, evaluate & deploy enterprise support systems

9.3 Implement systems security and controls

Establish systems security strategies and levels Test, evaluate & deploy systems security and controls

Manage information resources...

9.4 Manage information storage and retrieval

Establish information repositories (databases) Acquire and collect information Store information Modify and update information Enable retrieval of information Delete information

9.5 Manage facilities and network operations

Manage centralized facilities Manage distributed facilities Manage network operations

Manage information resources...

9.6 Manage information services

Manage libraries and information centres Manage business records and documents

9.7 Facilitate information sharing and communication

Manage external communication systems Manage internal communication systems Prepare distribute publications

9.8 Evaluate and audit information quality

10. Manage financial and physical resources

10.1 Manage financial resources

Develop budgets Manage resource allocation Design capital structure

10.2 Process finance and accounting transactions

Process accounts payable Process payroll Process accounts receivable, credit and collections Close the books Process benefits and retiree information Manage travel and entertainment expenses

Manage financial and physical resources...

10.3 Report information

Provide external financial information Provide internal financial information

10.4 Conduct internal audits 10.5 Manage the tax function

Ensure tax compliance Plan tax strategy Employ effective controversies Manage tax controversies Communicate tax issues to management Manage tax administration

Manage financial and physical resources...

10.6 Manage physical resources

Manage capital planning Acquire and deploy fixed assets Manage facilities Manage physical risk

11. Execute environmental management programme

11.1 Formulate environmental management programme 11.2 Ensure compliance with regulations 11.3 Train and educate employees 11.4 Implement pollution prevention programme 11.5 Manage remediation efforts 11.6 Implement emergency response programmes

Execute environmental management programme...

11.7 Manage government agency and public relations

11.8 Manage acquisition/ divestiture environmental issues

11.9 Develop and manage environmental information system

11.10 Monitor environmental management programme

12. Manage external relationships

12.1 Communicate with shareholders 12.2 Manage government relationships 12.3 Build lender relationships 12.4 Develop public relations programme 12.5 Interface with board of directors 12.6 Develop community relations 12.7 Manage legal and ethical issues

13. Manage improvement and change

13.1 Measure organizational performance

Create measurement systems Measure product and service quality Measure cost of quality Measure costs Measure productivity

13.2 Conduct quality assessments

Conduct quality assessments based on external criteria Conduct quality assessments based on internal criteria

Manage improvement and change...

13.3 Benchmark performance

Develop benchmarking capabilities Conduct process benchmarking Conduct competitive benchmarking

13.4 Improve processes and systems

Create commitment for improvement Implement continuous process improvement Reengineer business processes and systems Manage transition to change

Manage improvement and change...

13.5 Implement TQM

Create commitment for TQM Design and implement TQM systems Manage TQM life cycle