The framework for process improvement

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P RO C E S S C L A S S I F I C AT I O N F R A M E WO R K S M

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 ClassificationFrameworkSM (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 APQC’s Open Standards BenchmarkingSM database of performance metrics,the largest of its kind in the world, and for the work of its advisory council of global industry leaders. The PCF will continue to be enhanced as the database further develops definitions, processes, and measures. The PCF, associated measures, and definitions are available for download at no charge at www.apqc.org/osb. An online benchmarking portal for individual assessments is alsoavailable. To capture the value inherent in intra-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.

HISTORY
The Process Classification Framework was originallyenvisioned as a taxonomy of business processes and a 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 theframework current with the ways that organizations do 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 ofthis version of the PCF as well as each of the previous 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

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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 and Services ____________________________________________________________

_____ 7 5.0 Manage Customer Service ____________________________________________________________

________ 9 6.0 Develop and Manage Human Capital ____________________________________________________________

9 7.0 Manage Information Technology____________________________________________________________

___11 8.0 Manage Financial Resources ____________________________________________________________

______ 14 9.0 Acquire, Construct, and Manage Property ______________________________________________________ 17 10.0 Manage Environmental Health and Safety _______________________________________________________ 17 11.0 Manage External Relationships...
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