THE FRAMEWORK FOR PROCESS IMPROVEMENT
Experience shows that the potential of 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 FrameworkSM(PCF) serves as a high-level, industry-neutral enterprise process model that allows organizations to see their business processes from a cross-industry viewpoint. This cross-industry framework has experienced more than 15 years of creative use by thousands of organizations worldwide. The PCF provides the foundation for the Open Standards Benchmarking CollaborativeSM (OSBC) database and the work ofits advisory council of global industry leaders. The PCF will continue to be enhanced as the OSBC database further develops definitions, processes, and measures. The PCF and associated measures and benchmarking surveys are available for download and completion at no charge from the Open Standards Benchmarking Collaborative Web site at www.apqc.org/OSBCdatabase. To capture the value inherent inintra-industry benchmarking, industryspecific frameworks are also available on the APQC Web site. Organizations can therefore choose the framework most relevant to specific process improvement needs, whether benchmarking, business process management/re-engineering, or content management.
The Process Classification Framework was originally envisioned as a taxonomy of business processes anda common language through which APQC member organizations could benchmark their processes. The initial design involved APQC and more than 80 organizations with 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 organizationsdo business around the world. In 2008, APQC and IBM worked together to enhance the cross-industry PCF and to develop a number of industry-specific process frameworks. APQC would like to acknowledge the contributions of the various member organizations and individual members that have contributed time, content, and expertise in the development of this version of the PCF as well as each of theprevious versions. These contributions and suggestions are vital to keeping the framework current and relevant to businesses throughout the world.
Version 5.1.0-en-XI • September 2009
PROCESS CLASSIFICATION FRAMEWORK
TABLE OF CONTENTS
Interpreting the PCF ____________________________________________________________
__________________ 3 Overview____________________________________________________________
___________________________ 4 1.0 Develop Vision and Strategy ____________________________________________________________
_______ 4 2.0 Design and Manage Products and Services _______________________________________________________ 5 3.0 Market and Sell Products and Services __________________________________________________________ 5 4.0 Deliver Products andServices ____________________________________________________________
_____ 7 5.0 Manage Customer Service ____________________________________________________________
________ 9 6.0 Develop and Manage Human Capital ____________________________________________________________
9 7.0 Manage Information Technology ____________________________________________________________
___11 8.0 ManageFinancial Resources ____________________________________________________________
______ 14 9.0 Acquire, Construct, and Manage Property ______________________________________________________ 17 10.0 Manage Environmental Health and Safety _______________________________________________________ 17 11.0 Manage External Relationships ____________________________________________________________...