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CO N S U M E R PRO D U C T S 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 CONSUMER PRODUCTS PROCESS CLASSIFICATION FRAMEWORK
Based on the renowned Process Classification FrameworkSM (PCF), a taxonomy of cross-functional business processes intended to allow objective comparison of performance within and among organizations, and the support of IBM, this industry PCFenables more industry applicable content by outlining and defining processes and activities specific to the Consumer Products industry. This allows organizations to choose the framework most relevant to the specific process improvement need, whether it be benchmarking within or across industries, business process management/re-engineering, or content management. The cross-industry PCF and industryPCFs are available on the APQC website at no charge. IBM provided the subject matter expertise and intellectual property to create the industry specific business process classification frameworks, as part of the IBM’s continuing leadership in the promotion of open standards to help organizations evaluate and measure business processes at an industry level.

THE FRAMEWORK FOR PROCESSIMPROVEMENT
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 organizationsto see their business processes from a cross-industry viewpoint. The 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. The PCF will continue to be enhanced as the database furtherdevelops 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 also available.

HISTORY
The cross-industry Process Classification Framework was originally envisioned as a taxonomy of business processes and a common language through which APQCmember 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 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 classification frameworks.

Version 5.0.2-en-CP • April 2008

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TABLE OF CONTENTS

Interpreting the PCF ______________________________________________________________________________ 3 Overview_______________________________________________________________________________________ 4 1.0 Develop Vision and Strategy ___________________________________________________________________ 4 2.0 Design and Develop Products and Services _______________________________________________________ 5 3.0 Market and Sell Products and Services __________________________________________________________ 6 4.0 Deliver Products and Services_________________________________________________________________ 8 5.0 Manage Customer Service ___________________________________________________________________ 10 6.0 Develop and Manage Human Capital ____________________________________________________________11 7.0 Manage Information Technology ______________________________________________________________ 13 8.0 Manage Financial Resources...