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Рисунок 1. Процессы верхнего уровня модели APQC Telecommunication
Перечень процессов модели APQC Telecommunication приведен ниже.
1. Develop Vision and Strategy
1.1. Define the business concept and long-term vision
1.1.1. Assess the external environment
1.1.1.1. Analyze and evaluate competition
1.1.1.2. Identify economic trends
1.1.1.3. Identify political and regulatory issues
1.1.1.4. Assess new technology innovations
1.1.1.5. Analyze demographics
1.1.1.6. Identify social and cultural changes
1.1.1.7. Identify ecological concerns
1.1.2. Survey market and determine customer needs and wants
1.1.2.1. Conduct qualitative/quantitative assessments
1.1.2.2. Capture and assess customer needs
1.1.3. Perform internal analysis
1.1.3.1. Analyze organizational characteristics
1.1.3.2. Create baselines for current processes
1.1.3.3. Analyze systems and technology
1.1.3.4. Analyze financial positions
1.1.3.5. Identify enterprise core competencies
1.1.4. Establish strategic vision
1.1.4.1. Align stakeholders around strategic vision
1.1.4.2. Communicate strategic vision to stakeholders
1.2. Develop business strategy
1.2.1. Develop overall mission statement
1.2.1.1. Define current business
1.2.1.2. Formulate mission
1.2.1.3. Communicate mission
1.2.2. Evaluate strategic options to achieve the objectives
1.2.2.1. Define strategic options
1.2.2.2. Assess and analyze impact of each option
1.2.3. Select long-term business strategy
1.2.3.1. Define strategic mission, objectives and goals to reflect the revised business design
1.2.3.2. Define key components for the target vision and business design
1.2.3.3. Identify interdependencies in business
1.2.4. Create organizational design (structure, governance, reporting, etc.)
1.2.4.1. Evaluate breadth and depth of organizational structure
1.2.4.2. Perform job specific roles mapping and value-add analyses
1.2.4.3. Develop role activity diagrams to assess hand-off activity
1.2.4.4. Perform organization redesign workshops
1.2.4.5. Design the relationships between organizational units
1.2.4.6. Develop role analysis and activity diagrams for key processes
1.2.4.7. Assess organizational implication of feasible alternatives
1.2.4.8. Migrate to new organization
1.2.5. Develop and set organizational goals
1.2.6. Formulate business unit strategies
1.2.7. Define operating model
1.2.7.1. Identify implications on key operating model business elements that require change
1.2.7.2. Identify implications on key technology aspects
1.2.7.3. Design the operating model business elements
1.2.7.4. Design technology models
1.3. Manage strategic initiatives
1.3.1. Develop strategic initiatives
1.3.2. Evaluate strategic initiatives
1.3.3. Select strategic initiatives
1.3.4. Establish high-level measures
1.4. Perform strategic planning
1.4.1. Define strategy planning framework and policies
1.4.2. Develop and manage strategy business models
1.4.2.1. Develop strategy business models
1.4.2.2. Value business model
1.4.3. Manage strategic planning
1.4.3.1. Manage strategic planning reporting
1.4.3.2. Develop capital investment targets and plans
1.4.3.3. Develop financial statement targets and plans
1.4.3.4. Develop strategic portfolio targets and plans
1.4.3.5. Develop free cash flow targets and plans
1.4.4. Develop and manage strategic and operational plans
1.4.4.1. Develop organization plans
1.4.4.2. Develop sales plan
1.4.4.3. Develop resource plan
1.4.4.4. Develop profitability plan
1.4.4.5. Develop enterprise infrastructure plan
1.5. Perform strategic management
1.5.1. Define and manage enterprise strategy
1.5.1.1. Assess current strategy
1.5.2. Transform strategy into measurable goals
1.5.2.1. Identify key value drivers for strategy
1.5.2.2. Map strategy to key measures of performance drivers
1.5.2.3. Assess and prioritize key performance drivers
1.5.2.4. Define, review and agree on business goals
1.6. Develop business
1.6.1. Develop, manage and realize business goals
1.6.1.1. Identify enterprise risk indicators
1.6.1.2. Track and manage enterprise risks
1.6.1.3. Agree on Key Performance Indicators (KPIs) and identify measures to cascade measure through organization
1.6.1.4. Define potential KPI's for key performance drivers
1.6.1.5. Plan and launch business goals
1.6.1.6. Communicate business goals
1.7. Manage enterprise architecture
1.7.1. Manage product enterprise architecture
1.7.2. Manage business functional enterprise architecture
1.8. Manage group enterprise
1.8.1. Plan and manage co-ordinate across business units/organization
2. Develop and Manage Products and Services
2.1. Manage product and service portfolio
2.1.1. Evaluate performance of existing products/services against market opportunities
2.1.2. Define product/service development requirements
2.1.2.1. Identify potential improvements to existing products and services
2.1.2.2. Identify potential new products and services
2.1.2.3. Gather and analyze new service ideas
2.1.2.4. Gather and analyze service information
2.1.2.5. Develop new service business proposal
2.1.2.6. Gather and analyze new resource ideas
2.1.2.7. Develop new resource business proposal
2.1.2.8. Establish service strategy and goals
2.1.2.9. Produce service business plans
2.1.2.10. Gain enterprise commitment to service
2.1.2.11. Manage service research
2.1.2.12. Define service support strategies
2.1.2.13. Develop service partnership requirements
2.1.3. Perform discovery research
2.1.3.1. Identify new technologies
2.1.3.2. Develop new technologies
2.1.3.3. Assess feasibility of integrating new leading technologies into product/service concepts
2.1.4. Confirm alignment of product/service concepts with business strategy
2.1.4.1. Plan and develop cost and quality targets
2.1.4.2. Prioritize and select new product/service concepts
2.1.4.3. Specify development timing targets
2.1.4.4. Plan for product/service offering modifications
2.1.5. Manage product and service life cycle
2.1.5.1. Introduce new products/services
2.1.5.2. Retire outdated products/services
2.1.5.3. Identify and refine performance indicators
2.2. Develop products and services
2.2.1. Design, build, and evaluate products and services
2.2.1.1. Assign resources to product/service project
2.2.1.2. Prepare high-level business case and technical assessment
2.2.1.3. Develop product/service design specifications
2.2.1.4. Document design specifications
2.2.1.5. Conduct mandatory and elective external reviews (legal, regulatory, standards, internal)
2.2.1.6. Build prototypes
2.2.1.7. Eliminate quality and reliability problems
2.2.1.8. Conduct in-house product/service testing and evaluate feasibility
2.2.1.9. Identify design/development performance indicators
2.2.1.10. Collaborate design with suppliers and contract manufacturers
2.2.1.11. Design solution
2.2.1.12. Finalize design
2.2.1.13. Allocate specific service parameters to services
2.2.1.14. Gather and analyze resource information
2.2.1.15. Develop network and technology resource strategy and policy
2.2.1.16. Establish resource strategy and administration
2.2.1.17. Produce resource business plans
2.2.1.18. Gain enterprise commitment to resource plans
2.2.1.19. Manage resource research
2.2.1.20. Define resource support strategies
2.2.1.21. Develop resource partnership requirements
2.2.1.22. Assess performance of new services against existing services
2.2.1.23. Develop detailed service specifications
2.2.1.24. Assess new network and technology resources
2.2.1.25. Develop detailed resource specifications
2.2.1.26. Assess performance of existing resources
2.2.2. Qualify product proposal capability
2.2.2.1. Determine technical feasibility
2.2.2.2. Determine resource availability
2.2.2.3. Assess potential for market adoption
2.2.3. Calculate and verify business case
2.2.4. Hand-over to release planning or development
2.2.5. Test market for new or revised products and services
2.2.5.1. Prepare detailed market study
2.2.5.2. Conduct customer tests and interviews
2.2.5.3. Finalize product/service characteristics and business cases
2.2.5.4. Finalize technical requirements
2.2.5.5. Identify requirements for changes to manufacturing/delivery processes
2.2.6. Prepare for production
2.2.6.1. Develop and test prototype production and/or service delivery process
2.2.6.2. Design and obtain necessary materials and equipment
2.2.6.3. Install and validate production process or methodology
2.2.6.4. Manage service development
2.2.6.5. Manage service deployment
2.2.6.6. Manage service exit
2.2.6.7. Manage resource development
2.2.6.8. Manage resource exit
2.2.6.9. Define network and technology resource retirement plans
2.2.6.10. Define new network and technology resource development plan
2.2.6.11. Manage network and technology resources development and retirement plans
2.2.6.12. Manage resources deployment
2.2.7. Measure success
2.2.7.1. Collect and analyze data to assess performance
2.2.7.2. Benchmark against proxies
2.2.7.3. Assess product success
2.3. Service capability delivery
2.3.1. Map and analyze service requirements
2.3.1.1. Identify service class
2.3.1.2. Identify product/service capability
2.3.2. Gain service capability investment approval
2.3.3. Enable Service support and operations
2.3.3.1. Update quoting and configuration tools
2.3.3.2. Identify and develop order fulfillment processes
2.3.3.3. Identify and develop provisioning processes
2.3.3.4. Update billing tables
2.3.3.5. Train on new processes
2.3.4. Manage handover to service operations
2.3.5. Capture service capability shortfalls
2.3.6. Design service capabilities
2.3.6.1. Define service class capabilities
2.3.6.2. Define service forwarding treatment and QoS capabilities
2.3.6.3. Define service application to service class mapping capabilities
2.3.6.4. Define service provisioning and deployment capabilities
2.3.6.5. Define service capacity capabilities
2.3.7. Manage service capability delivery
2.4. Resource capability delivery
2.4.1. Map and analyze resource requirements
2.4.1.1. Collate network and technology resource demands
2.4.1.2. Manage network and technology resource installation
2.4.1.3. Develop network and technology resource distribution plan to meet demand
2.4.2. Gain resource capability investment approval
2.4.3. Enable resource support and operations
2.4.4. Manage deployment and distribution of network and technology resources
2.4.5. Manage network and technology resources supply logistics
2.4.6. Manage network and technology resources operational enablement
2.4.7. Manage handover to resource operations
2.4.8. Capture resource capability shortfalls
2.4.9. Design resource capabilities
2.4.10. Manage resource capability delivery
3. Market and Sell Products and Services
3.1. Understand markets, customers and capabilities
3.1.1. Perform customer and market intelligence analysis
3.1.1.1. Conduct customer and market research
3.1.1.2. Identify market segments
3.1.1.3. Analyze market and industry trends
3.1.1.4. Analyze competing organizations, competitive/substitute products
3.1.1.5. Evaluate existing products/brands
3.1.1.6. Assess internal and external business environment
3.1.1.7. Record usage of services
3.1.1.8. Record customer experience
3.1.2. Evaluate and prioritize market opportunities
3.1.2.1. Quantify market opportunities
3.1.2.2. Determine target segments
3.1.2.3. Prioritize opportunities consistent with capabilities and overall business strategy
3.1.2.4. Validate opportunities
3.2. Develop marketing strategy
3.2.1. Define offering and customer's value proposition
3.2.1.1. Define offering and positioning
3.2.1.2. Develop value proposition including brand positioning for target segments
3.2.1.3. Validate value proposition and shape offering to optimize with target segments
3.2.1.4. Develop new branding
3.2.2. Define pricing strategy to align to value proposition
3.2.2.1. Establish guidelines for applying pricing of products/services
3.2.2.2. Approve pricing strategies/policies
3.2.3. Define and manage channel strategy
3.2.3.1. Evaluate channel attributes and partners
3.2.3.2. Determine channel fit with target segments
3.2.3.3. Select channels for target segments
3.3. Develop sales strategy
3.3.1. Develop sales forecast
3.3.1.1. Gather current and historic order information
3.3.1.2. Analyze sales trends and patterns
3.3.1.3. Generate sales forecast
3.3.1.4. Analyze historical and planned promotions and events
3.3.2. Develop sales partner/alliance relationships
3.3.2.1. Identify alliance opportunities
3.3.2.2. Design alliance programs and methods for selecting and managing relationships
3.3.2.3. Select alliances
3.3.2.4. Develop partner and alliance management strategies
3.3.2.5. Establish partner and alliance management goals
3.3.3. Establish overall sales budgets
3.3.3.1. Calculate product revenue
3.3.3.2. Determine variable costs
3.3.3.3. Determine overhead and fixed costs
3.3.3.4. Calculate net profit
3.3.3.5. Create budget
3.3.4. Establish sales goals and measures
3.3.5. Establish customer management measures
3.3.6. Set service levels and standards
3.3.7. Develop channel strategy
3.3.7.1. Assess revenue models
3.3.7.2. Analyze profit impact based on channel structures
3.3.7.3. Plan scenarios
3.3.8. Establish revenue/coverage plan
3.3.8.1. Develop revenue targets in order to meet revenue objectives
3.3.8.2. Plan finances to support revenue objectives
3.3.8.3. Develop operational planning to support revenue objectives
3.3.8.4. Define account coverage plans to cascade company targets to sales managers
3.3.8.5. Leverage all channels in order to cascade company targets to sales managers
3.4. Market and manage offer
3.4.1. Develop market strategy and policy
3.4.1.1. Gather and analyze market information
3.4.1.2. Establish market strategy
3.4.1.3. Establish market segments
3.4.1.4. Link market segments and products
3.4.1.5. Gain commitment for market strategy
3.4.2. Plan product and offer portfolio
3.4.2.1. Gather and analyze product information
3.4.2.2. Establish product portfolio strategy
3.4.2.3. Produce product portfolio business plans
3.4.2.4. Gain commitment to product business plans
3.4.3. Deliver product and offer capability
3.4.3.1. Define product capability requirements
3.4.3.2. Capture product capability shortfalls
3.4.3.3. Approve product business case
3.4.3.4. Deliver product capability
3.4.3.5. Manage handover to product operations
3.4.3.6. Manage product capability delivery methodology
3.4.4. Deliver marketing capability
3.4.4.1. Define marketing capability requirements
3.4.4.2. Gain marketing capability approval
3.4.4.3. Deliver marketing infrastructure
3.4.4.4. Manage handover to marketing operations
3.4.4.5. Manage marketing capability delivery methodology
3.4.5. Develop and retire product and offer
3.4.5.1. Gather and analyze new product ideas
3.4.5.2. Assess performance of existing products
3.4.5.3. Develop new product business proposals
3.4.5.4. Develop product commercialization strategy
3.4.5.5. Develop detailed product specifications
3.4.5.6. Manage product development
4. Deliver Products and Services
4.1. Plan for and acquire necessary resources (Supply Chain Planning)
4.1.1. Develop production and materials strategies
4.1.1.1. Define manufacturing goals
4.1.1.2. Define labor and materials policies
4.1.1.3. Define outsourcing policies
4.1.1.4. Define manufacturing capital expense policies
4.1.1.5. Define capacities
4.1.1.6. Define production network and supply constraints
4.1.2. Manage demand for products and services
4.1.2.1. Develop baseline forecasts
4.1.2.2. Collaborate with customers
4.1.2.3. Develop consensus forecast
4.1.2.4. Allocate available to promise
4.1.2.5. Monitor activity against forecast and revise forecast
4.1.2.6. Evaluate and revise forecasting approach
4.1.2.7. Measure forecast accuracy
4.1.3. Create materials plan
4.1.3.1. Create unconstrained plan
4.1.3.2. Collaborate with supplier and contract manufacturers
4.1.3.3. Identify critical materials and supplier capacity
4.1.3.4. Monitor material specifications
4.1.3.5. Generate constrained plan
4.1.4. Create and manage master production schedule
4.1.4.1. Generate site level plan
4.1.4.2. Manage work-in-progress inventory
4.1.4.3. Collaborate with suppliers
4.1.4.4. Generate and execute site schedule
4.1.5. Plan distribution requirements
4.1.5.1. Allocate available to promise
4.1.5.2. Maintain master data
4.1.5.3. Determine finished goods inventory requirements at destination
4.1.5.4. Calculate requirements at destination
4.1.5.5. Calculate consolidation at source
4.1.5.6. Manage collaborative replenishment planning
4.1.5.7. Manage requirements for partners
4.1.5.8. Calculate destination dispatch plan
4.1.5.9. Manage dispatch plan attainment
4.1.5.10. Calculate destination load plans
4.1.5.11. Manage partner load plan
4.1.5.12. Manage the cost of supply
4.1.5.13. Determine finished goods inventory requirements at destination
4.1.6. Establish distribution planning constraints
4.1.6.1. Establish distribution center layout constraints
4.1.6.2. Establish inventory management constraints
4.1.6.3. Establish transportation management constraints
4.1.7. Review distribution planning policies
4.1.7.1. Review distribution network
4.1.7.2. Establish sourcing relationships
4.1.7.3. Establish dynamic deployment policies
4.1.8. Assess distribution planning performance
4.1.8.1. Establish monitoring frequency
4.1.8.2. Establish appropriate performance indicators (metrics)
4.1.8.3. Calculate performance measures
4.1.8.4. Identify performance trends
4.1.8.5. Analyze performance benchmark gaps
4.1.8.6. Prepare appropriate reports
4.1.8.7. Develop performance improvement plan
4.1.9. Develop quality standards and procedures
4.1.9.1. Establish quality targets
4.1.9.2. Develop standard testing procedures
4.1.9.3. Communicate quality specifications
4.2. Procure materials and services
4.2.1. Develop sourcing strategies
4.2.1.1. Develop procurement plan
4.2.1.2. Clarify purchasing requirements
4.2.1.3. Develop inventory strategy
4.2.1.4. Match needs to supply capabilities
4.2.1.5. Analyze company’s spend profile
4.2.1.6. Seek opportunities to improve efficiency and value
4.2.1.7. Collaborate with suppliers to identify sourcing opportunities
4.2.2. Select suppliers and develop/maintain contracts
4.2.2.1. Prepare long and mid term source plans
4.2.2.2. Develop operational source plans (against forecasts)
4.2.2.3. Develop inventory strategy
4.2.2.4. Identify and analyze potential suppliers
4.2.2.5. Make initial go/no-go decision regarding suppliers, prepare list of preferred suppliers
4.2.2.6. Select suppliers
4.2.2.7. Certify and validate suppliers
4.2.2.8. Negotiate contracts
4.2.2.9. Manage contracts
4.2.3. Order materials and services (logistics )
4.2.3.1. Requisition materials and services
4.2.3.2. Manage 'blanket' orders
4.2.3.3. Deliver/Receive goods and services
4.2.3.4. Prepare invoicing/ make payments
4.2.3.5. Manage damaged/ faulty goods and services
4.2.3.6. Monitor/Report on suppliers
4.2.4. Collaborate with suppliers on design/ development
4.2.4.1. Segment or identify products conducive to collaboration with suppliers
4.2.4.2. Select appropriate supplier of group for collaboration
4.2.4.3. Work collaboratively on design and development of specific goods and services
4.2.5. Manage tenders
4.2.5.1. Run sourcing mechanism
4.2.5.2. Analyze supplier responses/offerings
4.2.5.3. Make go /no-go decisions
4.2.6. Manage contracts
4.2.6.1. Negotiate final contract terms and conditions
4.2.6.2. Renegotiate/optimize existing contracts based on supplier performance
4.2.6.3. Perform inventory control after contract period
4.2.7. Appraise and develop suppliers
4.2.7.1. Monitor/Manage supplier information
4.2.7.2. Prepare/Analyze procurement and vendor performance
4.2.7.3. Support inventory and production processes
4.2.7.4. Monitor delivery performance of suppliers (check against contractually agreed SLAs)
4.2.7.5. Monitor quality of product delivered
4.3. Produce/Manufacture/Deliver product
4.3.1. Schedule production
4.3.1.1. Generate line level plan
4.3.1.2. Generate detailed schedule
4.3.1.3. Schedule production orders and create lots
4.3.1.4. Release production orders and release create lots
4.3.2. Produce product
4.3.2.1. Manage raw material inventory
4.3.2.2. Execute detailed line schedule
4.3.2.3. Rerun defective items
4.3.2.4. Assess production performance
4.3.3. Schedule and perform maintenance
4.3.3.1. Determine process for preventive (planned) maintenance (Preventive Maintenance Orders)
4.3.3.2. Determine process for requested (unplanned) maintenance (Work Order Cycle)
4.3.3.3. Execute maintenance
4.3.3.4. Calibrate test equipment
4.3.3.5. Report maintenance issues
4.3.4. Perform quality testing
4.3.4.1. Perform testing using the standard testing procedure
4.3.4.2. Record test results
4.3.5. Maintain production records and manage lot traceability
4.3.5.1. Determine lot numbering system
4.3.5.2. Determine lot usage
4.4. Deliver service to customer
4.4.1. Confirm specific service requirements for individual customer
4.4.1.1. Process customer request
4.4.1.2. Create customer profile
4.4.1.3. Generate service order
4.4.2. Identify and schedule resources to meet service requirements
4.4.2.1. Create resourcing plan and schedule
4.4.2.2. Create service order fulfillment schedule
4.4.2.3. Develop service order
4.4.3. Allocate and install resource
4.4.3.1. Accept design request for selected product and service
4.4.3.2. Identify physical resources
4.4.3.3. Identify physical and logical network resources
4.4.3.4. Allocate logical or physical network equipment
4.4.3.5. Allocate product specific resources
4.4.3.6. Deliver resources to site
4.4.3.7. Accept resource requests for complex product configurations
4.4.3.8. Allocate skills profile to resources
4.4.4. Provide the service to specific customers
4.4.4.1. Organize daily service order fulfillment schedule
4.4.4.2. Dispatch resources
4.4.4.3. Manage order fulfillment progress
4.4.4.4. Validate order fulfillment block completion
4.4.5. Manage workforce
4.4.5.1. Post receivable entries
4.4.5.2. Resolve customer billing inquiries
4.4.5.3. Establish AR policies
4.4.6. Service activation (provisioning)
4.4.6.1. Conduct network provisioning
4.4.6.2. Update relevant databases
4.4.6.3. Trigger end to end activation
4.4.6.4. Measure activation process
4.4.6.5. Supply service details
4.4.6.6. Test service end to end
4.4.6.7. Install service
4.4.6.8. Configure/Reconfigure service
4.4.6.9. Deliver final configuration
4.4.6.10. Record configured service details
4.4.7. Resource provisioning and activation
4.4.7.1. Receive initial configuration requests
4.4.7.2. Receive change and termination configuration requests
4.4.7.3. Receive activation trouble requests
4.4.7.4. Receive additional resource capability request
4.4.7.5. Resource request from Supplier/partner
4.4.7.6. Configure resource for service instance
4.4.7.7. Interact with resource inventory
4.4.7.8. Activate network elements
4.4.7.9. Test resource provisioning
4.4.8. Ensure quality of service
4.4.8.1. Identify completed orders for feedback
4.4.8.2. Identify incomplete orders and service failures
4.4.8.3. Solicit customer feedback on services delivered
4.4.8.4. Process customer feedback on services delivered
4.4.9. Manage service quality
4.4.9.1. Monitor service quality
4.4.9.2. Analyze service quality
4.4.9.3. Improve service quality
4.4.9.4. Report service quality performance
4.4.9.5. Create service performance degradation report
4.4.9.6. Track and manage service quality performance resolution
4.4.9.7. Close service performance degradation report
4.4.10. Manage service problem
4.4.10.1. Create service trouble report
4.4.10.2. Diagnose service problem
4.4.10.3. Correct and resolve service problem
4.4.10.4. Track and manage service problem
4.4.10.5. Report service problem
4.4.10.6. Close service trouble report
4.4.10.7. Survey and analyze service problem
4.4.11. Manage resource trouble
4.4.11.1. Survey and analyze resource trouble
4.4.11.2. Localize resource trouble
4.4.11.3. Correct and recover resource trouble
4.4.11.4. Track and manage resource trouble
4.4.11.5. Close resource trouble
4.4.11.6. Report resource trouble
4.4.11.7. Create resource trouble report
4.4.12. Manage resource performance
4.4.12.1. Control resource performance
4.4.12.2. Analyze resource performance
4.4.12.3. Report resource performance
4.4.12.4. Monitor resource performance
4.4.12.5. Create resource performance degradation report
4.4.12.6. Track and manage resource performance degradation resolution
4.4.12.7. Close resource performance degradation report
4.5. Manage logistics and warehousing
4.5.1. Define logistics strategy
4.5.1.1. Translate customer service requirements into logistics requirements
4.5.1.2. Design logistics network
4.5.1.3. Communicate outsourcing needs
4.5.1.4. Develop and maintain delivery service policy
4.5.1.5. Optimize transportation schedules and costs
4.5.1.6. Define key performance measures
4.5.2. Plan inbound material flow
4.5.2.1. Plan inbound material receipts
4.5.2.2. Manage inbound material flow
4.5.2.3. Monitor inbound delivery performance
4.5.2.4. Manage flow of returned products
4.5.3. Operate warehousing
4.5.3.1. Track inventory deployment
4.5.3.2. Receive, inspect, and store inbound deliveries
4.5.3.3. Track product availability
4.5.3.4. Pick, pack, and ship product for delivery
4.5.3.5. Track third-party logistics storage and shipping performance
4.5.3.6. Manage physical finished goods inventory
4.5.4. Operate outbound transportation
4.5.4.1. Plan, transport, and deliver outbound product
4.5.4.2. Track carrier delivery performance
4.5.4.3. Manage transportation fleet
4.5.4.4. Process and audit carrier invoices and documents
4.5.5. Manage returns; manage reverse logistics
4.5.5.1. Authorize and process returns
4.5.5.2. Perform reverse logistics
4.5.5.3. Perform salvage activities
4.5.5.4. Manage and process warranty claims
4.5.6. Manage warehouse
4.5.6.1. Manage warehouse strategy and policy
4.5.6.2. Define and manage warehouse storage location layout
4.5.6.3. Manage warehouse inventory
4.5.6.4. Track and manage physical warehouse inventory
4.5.7. Manage physical resource inventory
4.5.7.1. Manage physical inventory
4.5.7.2. Manage stock transfer
4.5.7.3. Manage receipt of goods and services
4.5.7.4. Manage goods issue
4.5.7.5. Manage inventory strategy and policy
4.6. Manage service, support operation and readiness
4.6.1. Manage service inventory
4.6.2. Enable service configuration and activation
4.6.3. Support service problem management
4.6.4. Enable service quality management
4.6.4.1. Administer receipt of service content
4.6.4.2. Administer service content aggregation
4.6.4.3. Administer service content delivery
4.6.5. Support service and specific instance rating
4.7. Manage resource, support operation and readiness
4.7.1. Support resource trouble management
4.7.2. Manage resource inventory
4.7.2.1. Monitor and manage resource inventory
4.7.2.2. Manage resource inventory count and audits
4.7.2.3. Record resource inventory
4.7.2.4. Define resource inventory threshold values
4.7.2.5. Manage Resource inventory supply and demand variability
4.8. Develop and manage supply chain
4.8.1. Strategize and plan supply chain
4.8.1.1. Gather and analyze supply chain information
4.8.1.2. Establish supply chain strategy and goals
4.8.1.3. Define supply chain support strategies
4.8.1.4. Produce supply chain business plans
4.8.1.5. Gain enterprise commitment to supply chain plans
4.8.2. Deliver supply chain capability
4.8.2.1. Determine sourcing requirements
4.8.2.2. Manage the tender process
4.8.2.3. Gain tender decision approval
4.8.2.4. Gain approval for commercial arrangements
4.8.2.5. Determine potential supplier/partners
4.8.2.6. Negotiate commercial arrangements
4.8.3. Develop supply chain and manage change
4.8.3.1. Manage supplier/partner engagement
4.8.3.2. Manage supply chain contract variation
4.8.3.3. Manage supplier partner termination
4.8.3.4. Manage supply chain supplier/partner termination
4.9. Manage supplier/partner relationship
4.9.1. Perform supplier/partner relationship management support and readiness
4.9.1.1. Support supplier/partner requisition management
4.9.1.2. Support supplier/partner reporting and management
4.9.1.3. Support supplier/partner performance management
4.9.1.4. Support supplier/partner settlement and payment management
4.9.1.5. Manage support supplier/partner interface
4.9.1.6. Manage supplier/partner inventory
4.9.2. Manage supplier/partner requisition
4.9.2.1. Select supplier/partner
4.9.2.2. Determine supplier/partner pre-requisition feasibility
4.9.2.3. Track and manage supplier/partner requisition
4.9.2.4. Receive and accept supplier/partner requisition
4.9.2.5. Initiate supplier /partner requisition order
4.9.2.6. Report supplier/partner requisition
4.9.2.7. Close supplier/partner requisition order
4.9.3. Report and manage supplier/partner problem
4.9.3.1. Initiate supplier/partner problem report
4.9.3.2. Receive supplier/partner problem report
4.9.3.3. Track and manage supplier/partner problem resolution
4.9.3.4. Report supplier/partner problem resolution
4.9.3.5. Close supplier/partner problem report
4.9.4. Manage supplier/partner performance
4.9.4.1. Monitor and control supplier/partner service performance
4.9.4.2. Track and manage supplier/partner performance resolution
4.9.4.3. Report supplier/partner performance
4.9.4.4. Close supplier/partner performance degradation report
4.9.5. Manage supplier/partner settlement and payment
4.9.5.1. Manage account
4.9.5.2. Receive and assess invoice
4.9.5.3. Negotiate and approve invoice
4.9.5.4. Issue settlement notice and payment
4.9.6. Manage supplier/partner invoice
4.9.6.1. Manage supplier/partner requests
4.9.6.2. Analyze and report supplier/partner interactions
4.9.6.3. Mediate and orchestrate supplier/partner interactions
5. Manage Customer Service
5.1. Develop customer care/customer service strategy
5.1.1. tiers)
5.1.1.1. Analyze existing customers
5.1.1.2. Analyze feedback of customer's needs
5.1.2. Define customer service policies and procedures
5.1.3. Establish service levels for customers
5.2. Plan and manage customer service operations
5.2.1. Plan and manage customer service work force
5.2.1.1. Forecast volume of customer service contacts
5.2.1.2. Monitor and evaluate quality of customer interactions with customer service representatives
5.2.2. Manage customer service requests/inquiries
5.2.2.1. Receive customer requests/inquiries
5.2.2.2. Analyze problem/request
5.2.2.3. Resolve problem/request or hand over to responsible areas
5.2.2.4. Receive solution
5.2.2.5. Route customer requests/inquiries
5.2.2.6. Respond to customer requests/inquiries
5.2.3. Manage customer complaints
5.2.3.1. Receive customer complaints
5.2.3.2. Route customer complaints
5.2.3.3. Resolve customer complaints
5.2.3.4. Respond to customer complaints
5.2.4. Perform customer relationship management (CRM) support and readiness
5.2.4.1. Support customer interface management
5.2.4.2. Support order handling
5.2.4.3. Support problem handling
5.2.4.4. Support billing and collections
5.2.4.5. Support retention and loyalty
5.2.4.6. Support marketing fulfillment
5.2.4.7. Support selling
5.2.4.8. Manage campaigns
5.2.4.9. Manage customer inventory
5.2.4.10. Manage product offering inventory
5.2.4.11. Manage sales inventory
5.2.5. Manage customer interface
5.2.5.1. Manage request
5.2.5.2. Manage contact
5.2.5.3. Analyze and report on customer
5.2.5.4. Mediate and orchestrate customer interactions
5.2.6. Obtain marketing fulfillment response
5.2.6.1. Issue and distribute marketing collateral
5.2.6.2. Track marketing leads
5.2.7. Segment customers
5.2.7.1. Identify customer groups
5.2.7.2. Determine content requirements based on individual customer groups
5.2.7.3. Analyze device capabilities of individual customer groups
5.2.7.4. Map device against target segments
5.2.8. Handle orders
5.2.8.1. Establish order
5.2.8.2. Close customer order
5.2.8.3. Complete order
5.2.8.4. Report customer order handling
5.2.9. Manage customer quality of service (QoS)/ service level agreement (SLA)
5.2.9.1. Access customer QoS/SLA management
5.2.9.2. Manage QoS violation
5.2.9.3. Report customer quality of service (QoS) performance
5.2.9.4. Create customer QoS performance degradation report
5.2.9.5. Track and manage customer QoS performance resolution
5.2.9.6. Close customer QoS performance degradation report
5.2.10. Handle problems
5.2.10.1. Create customer problem report
5.2.10.2. Isolate customer problem
5.2.10.3. Report customer problem
5.2.10.4. Track and manage customer problem
5.2.10.5. Close customer problem report
5.2.10.6. Correct and recover customer problem
5.2.11. Retain customers and promote loyalty
5.2.11.1. Establish and terminate customer relationship
5.2.11.2. Build customer insight
5.2.11.3. Personalize customer profile for retention and loyalty
5.2.11.4. Analyze and manage customer risk
5.2.11.5. Validate customer satisfaction
5.3. Assure service
5.3.1. Detect problem
5.3.1.1. Monitor continuously/analyze service
5.3.1.2. Perform regular/preventative maintenance cycles
5.3.1.3. Take proactive control
5.3.1.4. Receive customer complaints on service assurance related problems (e.g. service outage, QoS Problems)
5.3.2. Correlate problems
5.3.2.1. Collect problems
5.3.2.2. Conduct fault analysis/diagnostic
5.3.2.3. Correlate problems to find problem hot spots (performance and fault data correlation)
5.3.3. Analyze impact
5.3.3.1. Analyze impact of service problems (violation of SLAs, network outage, etc)
5.3.3.2. Define severity status of problems
5.3.3.3. Notify customer (service) on impact of problems and expected resolution times respectively out-of-service times
5.3.4. Prioritize problems
5.3.4.1. Examine quality of service (QoS)
5.3.4.2. Determine number of customers affected by problem
5.3.4.3. Determine type of customer affected by problem
5.3.4.4. Identify severity status
5.3.4.5. Prioritize problem
5.3.4.6. Schedule repair/restoration technicians to do work
5.3.5. Resolve problems/ restore service
5.3.5.1. Resolve problems/ restore service
5.3.5.2. Document cause of problem and problem resolution
5.3.5.3. Update knowledge database, if available
5.3.6. Maintain customer service information
5.3.6.1. Inform the customer/customer service on "service restored" status
5.3.6.2. Renegotiate/optimize existing contracts based on supplier performance
5.3.6.3. Close trouble ticket
5.4. Measure and evaluate customer service operations
5.4.1. Measure customer satisfaction with customer requests/inquiries handling
5.4.1.1. Gather and solicit post-sale customer feedback on products and services
5.4.1.2. Solicit post-sale customer feedback on ad effectiveness
5.4.1.3. Analyze product and service satisfaction data and identify improvement opportunities
5.4.1.4. Provide customer feedback to product management on products and services
5.4.2. Measure customer satisfaction with customer-complaint handling and resolution
5.4.2.1. Solicit customer feedback on complaint handling and resolution
5.4.2.2. Analyze customer complaint data and identify improvement opportunities
5.4.3. Measure customer satisfaction with products and services
5.4.3.1. Gather and solicit post-sale customer feedback on products and services
5.4.3.2. Solicit post-sale customer feedback on ad effectiveness
5.4.3.3. Analyze product and service satisfaction data and identify improvement opportunities
5.4.3.4. Provide customer feedback to product management on products and services
6. Develop and Manage Human Capital
6.1. Develop and manage human resources (HR) planning, policies and strategies
6.1.1. Develop human resources strategy
6.1.1.1. Manage organization structure
6.1.1.2. Manage and co-ordinate organizational change
6.1.1.3. Identify strategic HR needs
6.1.1.4. Define HR and business function roles and accountability
6.1.1.5. Determine HR costs
6.1.1.6. Manage headcount planning
6.1.1.7. Map cost structure to organizational unit
6.1.1.8. Define employee development guidelines
6.1.1.9. Establish HR measures
6.1.1.10. Communicate HR strategies
6.1.2. Develop and implement human resources plans
6.1.2.1. Gather skill requirements according to corporate strategy and market environment
6.1.2.2. Plan employee requirements per unit/organization
6.1.2.3. Gather skill requirements according to corporate strategy and market environment
6.1.2.4. Plan employee resourcing requirements per unit/organization
6.1.2.5. Develop compensation plan
6.1.2.6. Develop succession plan
6.1.2.7. Develop employee diversity plan
6.1.2.8. Develop other HR programs
6.1.2.9. Develop HR policies
6.1.2.10. Administer HR policies
6.1.2.11. Plan employee benefits
6.1.2.12. Plan training and development programs
6.1.2.13. Create and maintain position and job
6.1.2.14. Identify workforce competency and skills
6.1.2.15. Define workforce competency and skill needs
6.1.2.16. Develop strategy for HR systems/technologies/tools
6.1.2.17. Develop workforce strategy models
6.1.2.18. Define costs of workforce strategy models
6.1.3. Monitor and update plans
6.1.3.1. Monitor existing skill profiles of employees
6.1.3.2. Measure realization of objectives
6.1.3.3. Measure contribution to business strategy
6.1.3.4. Communicate plans and provide updates to stakeholders
6.1.3.5. Determine value added from HR function
6.1.3.6. Review and revise HR plans
6.2. Recruit, source, and select employees
6.2.1. Create and develop employee requisitions
6.2.1.1. Analyze corporate job
6.2.1.2. Define job/skill profiles
6.2.1.3. Align staffing plan to workforce plan and business unit strategies/resource needs
6.2.1.4. Develop and open job requisition
6.2.1.5. Develop a job description
6.2.1.6. Post requisition
6.2.1.7. Manage internal/external job posting Web sites
6.2.1.8. Change/Update requisition
6.2.1.9. Notify hiring manager
6.2.1.10. Manage requisition date
6.2.2. Recruit/Source candidates
6.2.2.1. Determine recruitment methods
6.2.2.2. Perform recruiting activities/events
6.2.2.3. Manage recruitment vendors
6.2.3. Screen and select candidates
6.2.3.1. Identify and deploy candidate selection tools
6.2.3.2. Interview candidates
6.2.3.3. Test candidates
6.2.3.4. Select and reject candidates
6.2.4. Manage pre-placement verification
6.2.4.1. Complete candidate background information
6.2.4.2. Conduct pre-employment screening
6.2.4.3. Recommend/not recommend candidate
6.2.5. Manage new hire/re-hire
6.2.5.1. Draw up and make offer
6.2.5.2. Negotiate offer
6.2.5.3. Hire candidate
6.2.6. Track candidates
6.2.6.1. Create applicant record
6.2.6.2. Manage/track applicant data
6.2.6.3. Archive and retain records of non-hires
6.3. Develop and counsel employees
6.3.1. Manage employee orientation and deployment
6.3.1.1. Create/maintain employee on-boarding program
6.3.1.2. Introduce new employees to managers
6.3.1.3. Introduce workplace
6.3.1.4. Evaluate the effectiveness of the employee on-boarding program
6.3.2. Manage employee performance
6.3.2.1. Define performance objectives
6.3.2.2. Review, appraise, and manage employee performance
6.3.2.3. Evaluate and review performance program
6.3.3. Manage employee relations
6.3.3.1. Manage health and safety
6.3.3.2. Manage labor relations
6.3.3.3. Manage collective bargaining process
6.3.3.4. Manage labor management partnerships
6.3.4. Manage employee development
6.3.4.1. Develop competency management plans
6.3.4.2. Define employee development guidelines
6.3.4.3. Develop employee career plans
6.3.4.4. Manage employee skills development
6.3.4.5. Administer training and events
6.3.5. Develop and train employees
6.3.5.1. Align employee and organization development needs
6.3.5.2. Develop competencies
6.3.5.3. Establish training needs by analysis of required and available skills
6.3.5.4. Develop, conduct, and manage employee and/or management training programs
6.3.5.5. Manage personnel development
6.3.6. Establish employee communities
6.4. Reward and retain employees
6.4.1. Develop and manage reward, recognition, and motivation programs
6.4.1.1. Develop salary/compensation structure and plan
6.4.1.2. Develop benefits and reward plan
6.4.1.3. Perform competitive analysis of benefit and rewards
6.4.1.4. Identify compensation requirements based on financial, benefits, and HR policies
6.4.1.5. Administer compensation and rewards to employees
6.4.1.6. Reward and motivate employees
6.4.2. Manage and administer benefits
6.4.2.1. Deliver employee benefits program
6.4.2.2. Administer benefit enrollment
6.4.2.3. Process claims
6.4.2.4. Perform benefit reconciliation
6.4.3. Manage employee assistance and retention
6.4.3.1. Deliver programs to support work/life balance for employees
6.4.3.2. Develop family support systems
6.4.3.3. Review retention and motivation indicators
6.4.3.4. Review compensation plan
6.4.4. Payroll administration
6.5. Re-deploy and retire employees
6.5.1. Manage promotion and demotion process
6.5.2. Manage separation
6.5.3. Manage retirement
6.5.4. Manage leave of absence
6.5.5. Develop and implement employee outplacement
6.5.6. Manage deployment of personnel
6.5.7. Relocate employees and manage assignments
6.5.8. Manage employment reduction and retirement
6.5.9. Manage expatriates
6.5.10. Manage employee relocation process
6.6. Manage employee information
6.6.1. Manage reporting processes
6.6.2. Manage employee inquiry process
6.6.3. Manage and maintain employee data
6.6.4. Manage human resource information systems (HRIS)
6.6.5. Develop and manage employee metrics
6.6.6. Develop and manage time and attendance
6.6.7. Manage employee communication
6.6.7.1. Develop employee communication plan
6.6.7.2. Manage/collect employee suggestions and perform employee research
6.6.7.3. Manage employee grievances
6.6.7.4. Publish employee communications
6.6.8. Manage employee compensation
6.6.8.1. Manage personnel cost planning
6.7. Manage employee and labor relations
6.7.1. Manage employee relations
6.7.1.1. Manage terms of employment
6.7.1.2. Manage union contact agreements
6.7.1.3. Manage employee arbitration
6.7.1.4. Manage labor contract development
6.7.1.5. Manage employee counseling
6.8. Manage occupational health and safety
6.8.1. Manage health and safety planning
6.8.2. Track and report health and safety incidents
6.9. Perform workforce administration
6.9.1. Manage personnel profile
6.9.2. Manage personnel time management
6.9.3. Manage personnel benefit administration
6.9.4. Manage organization structure
6.9.5. Manage recruitment
6.9.6. Manage compensation
6.9.7. Manage leave
7. Manage Information Technology
7.1. Manage the business of information technology
7.1.1. Develop the enterprise IT strategy
7.1.1.1. Build strategic intelligence
7.1.1.2. Identify long-term IT needs of the enterprise in collaboration with stakeholders
7.1.1.3. Define strategic standards, guidelines and principles
7.1.1.4. Define and establish IT architecture and development standards
7.1.1.5. Define strategic vendors for IT components
7.1.1.6. Establish IT governance organization and processes
7.1.1.7. Build strategic plan to support business objectives
7.1.2. Define the enterprise architecture
7.1.2.1. Establish the enterprise architecture definition
7.1.2.2. Confirm enterprise architecture maintenance approach
7.1.2.3. Maintain the relevance of the enterprise architecture
7.1.2.4. Act as clearinghouse for IT research and innovation
7.1.2.5. Govern the enterprise architecture
7.1.2.6. Gather internal and external requirements
7.1.2.7. Define master plan for IT architecture enhancements according to business requirements
7.1.2.8. Incorporate technology development
7.1.3. Manage the IT portfolio
7.1.3.1. Establish the IT portfolio
7.1.3.2. Analyze and evaluate the value of the IT portfolio for the enterprise
7.1.3.3. Provision resources in accordance with strategic priorities
7.1.4. Perform IT research and innovation
7.1.4.1. Research technologies to innovate IT services and solutions
7.1.4.2. Transition viable technologies for IT services and solutions development
7.1.5. Perform IT financial management
7.1.5.1. Develop and maintain IT services and solutions cost transparency
7.1.5.2. Establish and maintain accounting process
7.1.5.3. Tie project funding to business case decision checkpoints
7.1.6. Evaluate and communicate IT business value and performance
7.1.6.1. Establish and monitor key performance indicators
7.1.6.2. Evaluate IT plan performance
7.1.6.3. Communicate IT value
7.1.7. Perform IT staff management
7.1.7.1. Develop IT leadership and staff
7.1.7.2. Manage IT staff performance
7.1.8. Manage IT suppliers and contracts
7.1.8.1. Develop IT (development and delivery) sourcing strategies
7.1.8.2. Negotiate with suppliers
7.1.8.3. Establish and maintain supplier relationships
7.1.8.4. Evaluate supplier performance
7.1.8.5. Assess contract performance
7.2. Develop and manage IT customer relationships
7.2.1. Develop IT services and solutions strategy
7.2.1.1. Research IT services and solutions to address business and user requirements
7.2.1.2. Translate business and user requirements into IT services and solutions requirements
7.2.1.3. Formulate IT services and solutions strategic initiatives
7.2.1.4. Coordinate strategies with internal stakeholders to ensure alignment
7.2.1.5. Evaluate and select IT services and solutions strategic initiatives
7.2.2. Develop and manage IT service levels
7.2.2.1. Create and maintain the IT services and solutions catalog
7.2.2.2. Establish and maintain business and IT service level agreements
7.2.2.3. Evaluate and report service level attainment results
7.2.2.4. Communicate business and IT service level improvement opportunities
7.2.3. Perform demand side management (DSM) for IT services
7.2.3.1. Analyze IT services and solutions consumption and usage
7.2.3.2. Develop and implement incentive programs that improve consumption efficiency
7.2.3.3. Develop volume/unit forecast for IT services and solutions
7.2.4. Manage IT customer satisfaction
7.2.4.1. Capture and analyze customer satisfaction
7.2.4.2. Assess and communicate customer satisfaction patterns
7.2.4.3. Initiate improvements based on customer satisfaction patterns
7.2.5. Market IT services and solutions
7.2.5.1. Develop IT services and solutions marketing strategy
7.2.5.2. Develop and manage IT customer strategy
7.2.5.3. Manage IT services and solutions advertising and promotional campaigns
7.2.5.4. Process and track IT services and solutions orders
7.3. Manage business resiliency and risk
7.3.1. Develop and manage business resilience
7.3.1.1. Develop the business resilience strategy
7.3.1.2. Perform continuous business operations planning
7.3.1.3. Test continuous business operations
7.3.1.4. Maintain continuous business operations
7.3.2. Develop and manage regulatory compliance
7.3.2.1. Develop the regulatory compliance strategy
7.3.2.2. Establish regulatory compliance controls
7.3.2.3. Manage regulatory compliance remediation
7.3.3. Perform integrated risk management
7.3.3.1. Develop an integrated risk strategy and approach
7.3.3.2. Manage integrated risks
7.3.4. Develop and implement security, privacy, and data protection controls
7.3.4.1. Establish information security, privacy, and data protection strategies and levels
7.3.4.2. Test, evaluate, and implement information security, and privacy and data protection controls
7.4. Manage enterprise information
7.4.1. Develop information and content management strategies
7.4.1.1. Understand information and content management needs and the role of IT services for executing the business strategy
7.4.1.2. Assess the information and content management implications of new technologies
7.4.1.3. Identify and prioritize information and content management actions
7.4.2. Define the enterprise information architecture
7.4.2.1. Define information elements, composite structure, logical relationships and constraints, taxonomy, and derivation rules
7.4.2.2. Define information access requirements
7.4.2.3. Establish data custodianship
7.4.2.4. Manage changes to content data architecture requirements
7.4.3. Manage information resources
7.4.3.1. Define the enterprise information/data policies and standards
7.4.3.2. Develop and implement data and content administration
7.4.4. Perform enterprise data and content management
7.4.4.1. Define sources and destinations of content data
7.4.4.2. Manage technical interfaces to users of content
7.4.4.3. Manage retention, revision, and retirement of enterprise information
7.5. Develop and maintain information technology solutions
7.5.1. Develop the IT development strategy
7.5.1.1. Establish sourcing strategy for IT development
7.5.1.2. Define development processes, methodologies, and tools standards
7.5.1.3. Select development methodologies and tools
7.5.2. Perform IT services and solutions life cycle planning
7.5.2.1. Plan development of new requirements
7.5.2.2. Plan development of feature and functionality enhancement
7.5.2.3. Develop life cycle plan for IT services and solutions
7.5.3. Develop and maintain IT services and solutions architecture
7.5.3.1. Create IT services and solutions architecture
7.5.3.2. Revise IT services and solutions architecture
7.5.3.3. Retire IT services and solutions architecture
7.5.4. Develop project plans for particular IT projects including rough timetables, project budgets
7.5.5. Allocate resources for projects
7.5.6. Create IT services and solutions
7.5.6.1. Understand confirmed requirements
7.5.6.2. Design IT services and solutions
7.5.6.3. Acquire/Develop IT service/solution components
7.5.6.4. Train services and solutions resources
7.5.6.5. Test IT services/solutions
7.5.6.6. Confirm customer acceptance
7.5.7. Test IT architecture and build-up
7.5.7.1. Define testing and acceptance criteria
7.5.7.2. Conduct acceptance test
7.5.7.3. Implement architecture enhancements
7.5.7.4. Transfer to operations
7.5.8. Maintain IT services and solutions
7.5.8.1. Understand upkeep/enhance requirements and defect analysis
7.5.8.2. Design change to existing IT service/solution
7.5.8.3. Acquire/develop changed IT service/solution component
7.5.8.4. Test IT service/solution change
7.5.8.5. Retire solutions and services
7.6. Deploy information technology solutions
7.6.1. Develop the IT deployment strategy
7.6.1.1. Establish IT services and solutions change policies
7.6.1.2. Define deployment process, procedures, and tools standards
7.6.1.3. Select deployment methodologies and tools
7.6.2. Plan and implement changes
7.6.2.1. Plan change deployment
7.6.2.2. Communicate changes to stakeholders
7.6.2.3. Administer change schedule
7.6.2.4. Train impacted users
7.6.2.5. Distribute and install change
7.6.2.6. Verify change
7.6.3. Plan and manage releases
7.6.3.1. Understand and coordinate release design and acceptance
7.6.3.2. Plan release rollout
7.6.3.3. Distribute and install release
7.6.3.4. Verify release
7.7. Deliver and support information technology services
7.7.1. Develop IT services and solution delivery strategy
7.7.1.1. Establish sourcing strategy for IT delivery
7.7.1.2. Define delivery processes, procedures, and tools standards
7.7.1.3. Select delivery methodologies and tools
7.7.2. Develop IT support strategy
7.7.2.1. Establish sourcing strategy for IT support
7.7.2.2. Define IT support services
7.7.3. Manage IT infrastructure resources
7.7.3.1. Manage IT inventory and assets
7.7.3.2. Manage IT resource capacity
7.7.4. Manage IT infrastructure operations
7.7.4.1. Deliver IT services and solutions
7.7.4.2. Perform IT operations support services
7.7.5. Support IT services and solutions
7.7.5.1. Manage availability
7.7.5.2. Manage facilities
7.7.5.3. Manage backup/recovery
7.7.5.4. Manage performance and capacity
7.7.5.5. Manage incidents
7.7.5.6. Manage problems
7.7.5.7. Manage inquiries
7.8. Manage IT knowledge
7.8.1. Develop IT knowledge management strategy
7.8.1.1. Understand IT knowledge needs
7.8.1.2. Understand current IT knowledge flow
7.8.1.3. Coordinate strategy and roles with the enterprise KM function
7.8.1.4. Plan IT knowledge management actions and priorities
7.8.2. Develop and maintain IT knowledge map
7.8.2.1. Define knowledge elements, logical relationships and constraints, and currency rules
7.8.2.2. Identify IT knowledge sources and repositories
7.8.2.3. Identify IT knowledge-sharing opportunities
7.8.2.4. Define IT knowledge processes and approaches
7.8.2.5. Maintain documentation of changes
7.8.2.6. Gather requirements for further developments
7.8.2.7. Improve performance
7.8.3. Manage IT knowledge life cycle
7.8.3.1. Gather knowledge elements from IT knowledge sources
7.8.3.2. Evaluate, create, and codify knowledge elements
7.8.3.3. Deploy codified IT knowledge
7.8.3.4. Update and retire IT knowledge
7.8.3.5. Evaluate and improve IT knowledge strategies and processes
8. Manage Financial Resources
8.1. Perform planning and management accounting
8.1.1. Perform planning/budgeting/forecasting
8.1.1.1. Develop and maintain budget policies and procedures
8.1.1.2. Prepare periodic budgets and plans
8.1.1.3. Prepare periodic financial forecasts
8.1.2. Perform cost accounting and control
8.1.2.1. Perform inventory accounting
8.1.2.2. Perform cost of sales analysis
8.1.2.3. Perform product costing
8.1.2.4. Perform variance analysis
8.1.2.5. Report on profitability
8.1.3. Perform cost management
8.1.3.1. Determine key cost drivers
8.1.3.2. Measure cost drivers
8.1.3.3. Determine critical activities
8.1.3.4. Manage asset resource deployment and utilization
8.1.4. Evaluate and manage financial performance
8.1.4.1. Assess customer and product profitability
8.1.4.2. Evaluate new products
8.1.4.3. Perform life cycle costing
8.1.4.4. Optimize customer and product mix
8.1.4.5. Track performance of new customer and product strategies
8.1.4.6. Prepare activity-based performance measures
8.1.4.7. Manage continuous cost improvement
8.2. Perform revenue accounting
8.2.1. Process customer credit
8.2.1.1. Establish credit policies
8.2.1.2. Analyze/Approve new account applications
8.2.1.3. Review existing accounts
8.2.1.4. Produce credit/collection reports
8.2.1.5. Reinstate or suspend accounts based on credit policies
8.2.2. Invoice customer
8.2.2.1. Maintain customer/product master files
8.2.2.2. Generate customer billing data
8.2.2.3. Transmit billing data to customers
8.2.2.4. Post receivable entries
8.2.2.5. Resolve customer billing inquiries
8.2.3. Collect and mediate External Data Representation (xDR's)
8.2.3.1. Collect invoice relevant data
8.2.3.2. Pre-process collected data
8.2.4. Apply rating and discounts
8.2.4.1. Assess individual call detail records (CDR's)
8.2.4.2. Apply rates and discounts as applicable to customers and to customer specific conditions
8.2.4.3. Apply discounting rules and tariffs
8.2.5. Produce and distribute invoices
8.2.5.1. Format invoices
8.2.5.2. Apply invoice layouts and customization according to customer specific requests
8.2.5.3. Produce and distribute invoices
8.2.5.4. Transfer to accounts receivable
8.2.6. Collect payments
8.2.6.1. Check customer accounts
8.2.6.2. Transfer overdue payments to Dunning
8.2.7. Trigger dunning
8.2.7.1. Send reminder invoices
8.2.7.2. Notify network services in order to deactivate service for customers with overdue periods
8.2.8. Generate invoices for interconnection and roaming
8.2.8.1. Identify interconnection and roaming charges
8.2.8.2. Issue interconnection and roaming invoices
8.2.9. Process accounts receivable (AR)
8.2.9.1. Establish AR policies
8.2.9.2. Receive/Deposit customer payments
8.2.9.3. Apply cash remittances
8.2.9.4. Prepare AR reports
8.2.9.5. Post AR activity to the general ledger
8.2.10. Manage and process collections
8.2.10.1. Establish policies for delinquent accounts
8.2.10.2. Analyze delinquent account balances
8.2.10.3. Correspond/Negotiate with delinquent accounts
8.2.10.4. Discuss account resolution with internal parties
8.2.10.5. Process adjustments/write-off balances
8.2.11. Manage and process adjustments/deductions
8.2.11.1. Establish policies/procedures for adjustments
8.2.11.2. Analyze adjustments
8.2.11.3. Correspond/Negotiate with customer
8.2.11.4. Discuss resolution with internal parties
8.2.11.5. Prepare chargeback invoices
8.2.11.6. Process related entries
8.3. Perform general accounting and reporting
8.3.1. Manage policies and procedures
8.3.1.1. Negotiate service level agreements
8.3.1.2. Establish accounting policies
8.3.1.3. Set and enforce approval limits
8.3.1.4. Establish common financial systems
8.3.2. Perform general accounting
8.3.2.1. Maintain chart of accounts
8.3.2.2. Process journal entries
8.3.2.3. Process allocations
8.3.2.4. Process period end adjustments (e.g., accruals, currency conversions, etc.)
8.3.2.5. Post and reconcile intercompany transactions
8.3.2.6. Reconcile GL accounts
8.3.2.7. Perform consolidations and process eliminations
8.3.2.8. Prepare trial balance
8.3.2.9. Prepare and post management adjustments
8.3.3. Perform fixed asset accounting
8.3.3.1. Establish fixed asset policies and procedures
8.3.3.2. Maintain fixed asset master data files
8.3.3.3. Process and record fixed asset additions and retires
8.3.3.4. Process and record fixed asset adjustments, enhancements, revaluations, and transfers
8.3.3.5. Calculate and record depreciation expense
8.3.3.6. Process and record fixed asset maintenance and repair expenses
8.3.3.7. Reconcile fixed asset ledger
8.3.3.8. Track fixed assets including physical inventory
8.3.3.9. Provide fixed asset data to support tax, statutory, and regulatory reporting
8.3.4. Perform financial reporting
8.3.4.1. Prepare business unit financial statements
8.3.4.2. Prepare consolidated financial statements
8.3.4.3. Perform business unit reporting/review management reports
8.3.4.4. Perform consolidated reporting/review of cost management reports
8.3.4.5. Prepare statements for board review
8.3.4.6. Produce quarterly/annual filings and shareholder reports
8.3.4.7. Produce regulatory reports
8.4. Manage fixed asset project accounting
8.4.1. Perform capital planning and project approval
8.4.1.1. Develop capital investment policies and procedures
8.4.1.2. Develop and approve capital expenditure plans and budgets
8.4.1.3. Review and approve capital projects and fixed asset acquisitions
8.4.1.4. Conduct financial justification for project approval
8.4.2. Perform capital project accounting
8.4.2.1. Create project account codes
8.4.2.2. Record project-related transactions
8.4.2.3. Monitor and track capital projects and budget spending
8.4.2.4. Close/capitalize projects
8.4.2.5. Measure financial returns on completed capital projects
8.4.3. Dispose asset
8.4.4. Setup new asset details on asset register
8.4.5. Maintain fixed assets register
8.4.6. Purchase assets
8.4.7. Manage asset transfer
8.4.8. Manage asset under construction
8.4.9. Depreciate asset
8.4.10. Manage fixed asset reporting
8.4.11. Manage asset scrapping
8.5. Process payroll
8.5.1. Report time
8.5.1.1. Establish policies and procedures
8.5.1.2. Collect and record employee time worked
8.5.1.3. Analyze and report paid and unpaid leave
8.5.1.4. Monitor regular, overtime, and other hours
8.5.1.5. Analyze and report employee utilization
8.5.2. Manage pay
8.5.2.1. Enter employee time worked into payroll system
8.5.2.2. Maintain and administer employee earnings information
8.5.2.3. Maintain and administer applicable deductions
8.5.2.4. Monitor changes in tax status of employees
8.5.2.5. Process and distribute payments
8.5.2.6. Process and distribute manual checks
8.5.2.7. Process period end adjustments
8.5.2.8. Respond to employee payroll inquiries
8.5.3. Process payroll taxes
8.5.3.1. Calculate and pay applicable payroll taxes
8.5.3.2. Produce and distribute employee annual tax statements
8.5.3.3. File regulatory payroll tax forms
8.6. Process accounts payable and expense reimbursements
8.6.1. Process accounts payable (AP)
8.6.1.1. Verify AP pay file with PO vendor master file
8.6.1.2. Maintain/manage electronic commerce
8.6.1.3. Audit invoices and key data in AP system
8.6.1.4. Approve payments
8.6.1.5. Process financial accruals and reversals
8.6.1.6. Process taxes
8.6.1.7. Research/resolve exceptions
8.6.1.8. Process payments
8.6.1.9. Respond to AP inquiries
8.6.1.10. Retain records
8.6.1.11. Adjust accounting records
8.6.2. Process expense reimbursements
8.6.2.1. Establish and communicate expense reimbursement policies and approval limits
8.6.2.2. Capture and report relevant tax data
8.6.2.3. Approve reimbursements and advances
8.6.2.4. Process reimbursements and advances
8.6.2.5. Manage personal accounts
8.7. Manage treasury operations
8.7.1. Manage treasury policies and procedures
8.7.1.1. Establish scope and governance of treasury operations
8.7.1.2. Establish and publish treasury policies
8.7.1.3. Develop treasury procedures
8.7.1.4. Monitor treasury procedures
8.7.1.5. Audit treasury procedures
8.7.1.6. Revise treasury procedures
8.7.1.7. Develop and confirm internal controls for treasury
8.7.1.8. Define system security requirements
8.7.2. Manage cash
8.7.2.1. Manage and reconcile cash positions
8.7.2.2. Manage cash equivalents
8.7.2.3. Process and oversee electronic fund transfers (EFTs)
8.7.2.4. Develop cash flow forecasts
8.7.2.5. Manage cash flows
8.7.2.6. Produce cash management accounting transactions and reports
8.7.2.7. Manage and oversee banking relationships
8.7.2.8. Analyze, negotiate, resolve, and confirm bank fees
8.7.3. Manage in-house bank accounts
8.7.3.1. Manage in-house bank accounts for subsidiaries
8.7.3.2. Manage and facilitate inter-company borrowing transactions
8.7.3.3. Manage centralized outgoing payments on behalf of subsidiaries
8.7.3.4. Manage central incoming payments on behalf of subsidiaries
8.7.3.5. Manage internal payments and netting transactions
8.7.3.6. Calculate interest and fees for in-house bank accounts
8.7.3.7. Provide account statements for in-house bank accounts
8.7.4. Manage debt and investment
8.7.4.1. Manage financial intermediary relationships
8.7.4.2. Manage liquidity
8.7.4.3. Manage issuer exposure
8.7.4.4. Process and oversee debt and investment transactions
8.7.4.5. Process and oversee foreign currency transactions
8.7.4.6. Produce debt and investment accounting transaction reports
8.7.5. Manage financial risks
8.7.5.1. Manage interest rate risk
8.7.5.2. Manage foreign exchange risk
8.7.5.3. Manage exposure risk
8.7.5.4. Develop and execute hedging transactions
8.7.5.5. Evaluate and refine hedging positions
8.7.5.6. Produce hedge accounting transactions and reports
8.7.5.7. Monitor credit
8.8. Manage internal controls
8.8.1. Establish internal controls, policies and procedures
8.8.1.1. Establish board of directors and audit committee
8.8.1.2. Define and communicate code of ethics
8.8.1.3. Assign roles and responsibility for internal controls
8.8.1.4. Define business process objectives and risks
8.8.1.5. Define entity/unit risk tolerances
8.8.2. Operate controls and monitor compliance with internal controls policies and procedures
8.8.2.1. Design and implement control activities
8.8.2.2. Monitor control effectiveness
8.8.2.3. Remediate control deficiencies
8.8.2.4. Create compliance function
8.8.2.5. Operate compliance function
8.8.2.6. Implement and maintain controls-related enabling technologies and tools
8.8.3. Report on internal controls compliance
8.8.3.1. Report to external auditors
8.8.3.2. Report to regulators, share/debt-holders, securities exchanges, etc.
8.8.3.3. Report to third parties (e.g., business partners)
8.8.3.4. Report to internal management
8.9. Manage taxes
8.9.1. Develop tax strategy and plan
8.9.1.1. Develop foreign, national, state and local tax strategy
8.9.1.2. Consolidate and optimize total tax plan
8.9.1.3. Maintain tax master data
8.9.2. Process taxes
8.9.2.1. Perform tax planning/strategy
8.9.2.2. Prepare returns
8.9.2.3. Prepare foreign taxes
8.9.2.4. Calculate deferred taxes
8.9.2.5. Manage deferred taxes
8.9.2.6. Account for taxes
8.9.2.7. Monitor tax compliance
8.9.2.8. Address tax inquiries
8.9.2.9. Manage withholding tax
8.9.2.10. Manage value added tax (VAT)
8.9.2.11. Manage service tax
8.9.3. Manage international funds/consolidation
8.9.3.1. Monitor international rates
8.9.3.2. Manage transactions
8.9.3.3. Monitor currency exposure/hedge currency
8.9.3.4. Report results
8.10. Perform financial management
8.10.1. Perform account operations
8.10.1.1. Define enterprise generally accepted principle policies
8.10.1.2. Manage foreign currency exchange
8.10.1.3. Manage general ledger
8.10.1.4. Manage accounts receivable
8.10.1.5. Manage accounts payable
8.10.1.6. Manage cash liquidity management
8.10.2. Audit
8.10.3. Manage payroll
8.10.3.1. Manage employee payroll details
8.10.3.2. Manage employee compensation and reward profiles
8.10.3.3. Manage payroll administration and processing
8.10.3.4. Manage expense administration and processing
8.10.3.5. Manage HR development contributions and rebates
8.10.4. Manage treasury operations
8.10.4.1. Manage bank reconciliation
8.10.4.2. Manage treasury instruments
8.10.4.3. Manage treasury business partners
8.10.4.4. Manage treasury instrument/agreement
8.10.4.5. Manage treasury instrument confirmation
8.10.4.6. Manage treasury instrument settlement
8.10.4.7. Monitor investments
8.10.5. Manage management accounting
8.10.5.1. Manage profit centre accounting
8.10.5.2. Manage cost center and internal order accounting
8.10.5.3. Manage project accounting
8.10.5.4. Manage product cost accounting
8.10.5.5. Manage profitability accounting
8.10.6. Manage carrier accounting
8.10.6.1. Manage carrier settlements
8.10.6.2. Process carrier adjustments
8.10.6.3. Manage carrier payments
8.10.6.4. Manage carrier credits
8.10.6.5. Manage carrier accounts receivable reconciliation
8.10.6.6. Manage carrier related customer bill enquiries
8.10.6.7. Manage carrier revenue accruals
8.10.7. Manage financial planning
8.10.7.1. Manage budgeting and forecasting
8.10.7.2. Manage financial reporting
8.10.7.3. Manage financial performance
8.10.7.4. Manage budget checking
8.11. Manage assets
8.11.1. Manage real estate
8.11.2. Manage asset management operations
8.11.2.1. Define asset and asset maintenance plan
8.11.2.2. Establish asset strategy and policy
8.11.2.3. Manage asset maintenance
8.11.2.4. Track asset maintenance
8.11.2.5. Manage asset maintenance reporting
8.11.2.6. Manage asset maintenance performance and reporting
8.12. Manage procurement
8.12.1. Manage supplier/ purchase negotiation
8.12.1.1. Manage quotation
8.12.2. Identify demand requirements
8.12.2.1. Manage purchase requisition
8.12.2.2. Manage stock replenishments
8.12.3. Manage procurement strategy and policy
8.12.4. Manage purchase
8.12.4.1. Create purchase order
8.12.4.2. Track purchase order delivery
8.12.4.3. Authorize purchase order
8.12.4.4. Manage invoicing
8.12.4.5. Manage delivery
8.12.5. Determine source supplier/partner
8.12.5.1. Match sourcing arrangement to supplier/partner agreed sourcing agreements
8.12.5.2. Identify supplier/ partner from supplier/partner list
9. Acquire, Construct and Manage Property
9.1. Design and construct/acquire non-productive assets
9.1.1. Develop property strategy and long term vision
9.1.1.1. Confirm alignment of property requirements with business strategy
9.1.1.2. Assess the external environment
9.1.1.3. Determine build or buy decision
9.1.2. Develop, construct, and modify sites
9.1.3. Plan facility
9.1.3.1. Design facility
9.1.3.2. Analyze budget
9.1.3.3. Select property
9.1.3.4. Negotiate terms for facility
9.1.3.5. Manage construction or modification to building
9.1.4. Provide workspace and assets
9.1.4.1. Acquire workspace and assets
9.1.4.2. Change fit/form/function of workspace and assets
9.2. Maintain non-productive assets
9.2.1. Move people and assets
9.2.1.1. Relocate people
9.2.1.2. Relocate material and tools
9.2.2. Repair workplace and assets
9.2.3. Provide preventative maintenance for workplace and assets
9.2.4. Manage security
9.2.5. Manage facilities operations
9.3. Obtain, install and plan maintenance for productive assets
9.3.1. Develop ongoing maintenance policies for production assets
9.3.1.1. Analyze assets and predict maintenance requirements
9.3.1.2. Develop approach to integrate preventive maintenance into production schedule
9.3.2. Obtain and install equipment
9.3.2.1. Design engineering solution for the manufacturing process
9.3.2.2. Procure equipment
9.3.2.3. Install and commission equipment
9.4. Dispose of productive and non-productive assets
9.4.1. Develop exit strategy
9.4.2. Perform sale or trade
9.4.3. Perform abandonment
9.5. Manage physical risk
10. Manage Environmental Health and Safety (EHS)
10.1. Determine health, safety, and environment impacts
10.1.1. Evaluate environmental impact of products, services, and operations
10.1.2. Conduct health and safety and environmental audits
10.2. Develop and execute health, safety, and environmental program
10.2.1. Identify regulatory and stakeholder requirements
10.2.2. Assess future risks and opportunities
10.2.3. Create EHS policy
10.2.4. Record and manage EHS events
10.3. Train and educate employees
10.3.1. Communicate EHS issues to stakeholders and provide support
10.4. Monitor and manage health, safety, and environmental management program
10.4.1. Manage EHS costs and benefits
10.4.2. Measure and report EHS performance
10.4.2.1. Implement emergency response program
10.4.2.2. Implement pollution prevention program
10.4.3. Provide employees with EHS support
10.5. Ensure compliance with regulations
10.5.1. Monitor compliance
10.5.2. Perform compliance audit
10.5.3. Comply with regulatory stakeholders requirements
10.6. Manage remediation efforts
10.6.1. Create remediation plans
10.6.2. Contact and confer with experts
10.6.3. Identify/dedicate resources
10.6.4. Investigate legal aspects
10.6.5. Investigate damage cause
10.6.6. Amend or create policy
11. Manage External Relationships
11.1. Build investor relationships
11.1.1. Plan, build, and manage lender relations
11.1.2. Plan, build, and manage analyst relations
11.1.3. Communicate with shareholders
11.2. Manage government and industry relationships
11.2.1. Manage government relations
11.2.2. Manage relations with quasi-government bodies
11.2.3. Manage relations with trade or industry groups
11.2.4. Manage lobby activities
11.3. Manage relations with board of directors
11.3.1. Report results
11.3.2. Report audit findings
11.4. Manage legal and ethical issues
11.4.1. Create ethics policies
11.4.2. Manage corporate governance policies
11.4.3. Develop and perform preventative law programs
11.4.4. Ensure compliance
11.4.4.1. Plan and initiate compliance program
11.4.4.2. Execute compliance program
11.4.5. Manage outside counsel
11.4.5.1. Assess problem and determine work requirements
11.4.5.2. Engage/retain outside counsel if necessary
11.4.5.3. Receive strategy/budget
11.4.5.4. Receive work product and manage/ monitor case and work performed
11.4.5.5. Process payment for legal services
11.4.5.6. Track legal activity/performance
11.4.6. Protect intellectual property
11.4.6.1. Manage copyrights and patents
11.4.6.2. Maintain intellectual property rights and restrictions
11.4.6.3. Administer licensing terms
11.4.6.4. Administer options
11.4.7. Resolve disputes and litigations
11.4.8. Provide legal advice/counseling
11.4.9. Negotiate and document agreements/contracts
11.5. Manage public relations program
11.5.1. Manage community relations
11.5.2. Manage media relations
11.5.3. Promote political stability
11.5.4. Create press releases
11.5.5. Issue press releases
12. Manage Knowledge, Improvement and Change
12.1. Create and manage organizational performance strategy
12.1.1. Create enterprise measurement systems model
12.1.1.1. Establish performance measures
12.1.1.2. Establish performance monitoring frequency
12.1.1.3. Set performance targets
12.1.2. Measure process productivity
12.1.3. Measure cost effectiveness
12.1.4. Measure staff efficiency
12.1.5. Measure cycle time
12.2. Benchmark performance
12.2.1. Conduct performance assessments
12.2.2. Develop benchmarking capabilities
12.2.3. Conduct process benchmarking
12.2.3.1. Compile & update list of processes & organizations to benchmark
12.2.3.2. Establish benchmarks
12.2.3.3. Measure performance against benchmarks
12.2.4. Conduct competitive benchmarking
12.2.4.1. Compile & update list of processes & organizations to benchmark
12.2.4.2. Establish benchmarks
12.2.4.3. Measure performance against benchmarks
12.2.5. Conduct gap analysis to understand the need for and the degree of change needed
12.2.6. Establish need for change
12.3. Develop enterprise-wide knowledge management (KM) capability
12.3.1. Develop KM strategy
12.3.1.1. Develop governance model
12.3.1.2. Establish a central KM core group
12.3.1.3. Define roles and accountability of the core group versus operating units
12.3.1.4. Develop funding models
12.3.1.5. Identify links to key initiatives
12.3.1.6. Develop core KM methodologies
12.3.1.7. Assess IT needs and engage IT function
12.3.1.8. Develop training and communication plans
12.3.1.9. Develop change management approaches
12.3.1.10. Develop strategic measures and indicators
12.3.2. Assess knowledge management capabilities
12.3.2.1. Assess maturity of existing KM initiatives
12.3.2.2. Evaluate existing knowledge management approaches
12.3.2.3. Identify gaps and needs
12.3.2.4. Enhance/modify existing knowledge management approaches
12.3.2.5. Develop new knowledge management approaches
12.3.2.6. Implement new knowledge management approaches
12.3.3. Identify and plan KM projects
12.3.3.1. Identify strategic opportunities to apply KM approach(es)
12.3.3.2. Identify KM requirements and objectives
12.3.3.3. Assess culture and readiness for KM approach
12.3.3.4. Identify appropriate KM methodologies (e.g., self-service, communities, transfer, etc.)
12.3.3.5. Create business case and obtain funding
12.3.3.6. Develop project measures and indicators
12.3.4. Design and launch KM projects
12.3.4.1. Design process for knowledge sharing, capture, and use
12.3.4.2. Define roles and resources
12.3.4.3. Identify specific IT requirements
12.3.4.4. Create training and communication plans
12.3.4.5. Develop change management plans
12.3.4.6. Design recognition and reward approaches
12.3.4.7. Design and plan launch of KM project
12.3.4.8. Deploy the KM project
12.3.5. Manage the KM project life cycle
12.3.5.1. Assess alignment with business goals
12.3.5.2. Evaluate impact of KM (strategy and projects) on measures and outcomes
12.3.5.3. Promote and sustain activity and involvement
12.3.5.4. Realign and refresh KM strategy and approaches
12.4. Manage change
12.4.1. Plan for change
12.4.1.1. Select process improvement methodology
12.4.1.2. Assess readiness for change
12.4.1.3. Determine stakeholders
12.4.1.4. Engage/Identify champion
12.4.1.5. Form design team
12.4.1.6. Define scope
12.4.1.7. Understand current state
12.4.1.8. Define future state
12.4.1.9. Conduct risk analysis
12.4.1.10. Assess cultural issues
12.4.1.11. Establish accountability for change management
12.4.1.12. Identify barriers to change
12.4.1.13. Determine change enablers
12.4.1.14. Identify resources and develop measures
12.4.2. Design the change
12.4.2.1. Assess connection to other initiatives
12.4.2.2. Develop change management plans
12.4.2.3. Develop training plan
12.4.2.4. Develop communication plan
12.4.2.5. Develop rewards/incentives plan
12.4.2.6. Establish metrics
12.4.2.7. Establish/Clarify new roles
12.4.2.8. Identify budget/roles
12.4.3. Implement change
12.4.3.1. Create commitment for improvement/change
12.4.3.2. Reengineer business processes and systems
12.4.3.3. Support transition to new roles or exit strategies for incumbents
12.4.3.4. Monitor change
12.4.4. Sustain improvement
12.4.4.1. Monitor improved process performance
12.4.4.2. Capture and reuse lessons learned from change process
12.4.4.3. Take corrective action as necessary
13. Manage and Plan Network
13.1. Perform strategy and logical planning
13.1.1. Perform market sizing and consumer analysis
13.1.2. Forecast demand
13.1.3. Assess technology need
13.1.4. Plan capacity and coverage
13.1.5. Design network architecture and fundamental technical guidelines
13.1.6. Establish overall expectation and budget
13.1.7. Complete development of strategic plan
13.2. Plan network structure
13.2.1. Perform aggregation and analysis of key planning: subscriber base, technology, suppliers, and test results
13.2.2. Perform regulatory compliance
13.2.2.1. Identify spectrum and right of way regulatory requirements
13.2.2.2. Apply for rights of way and spectrum license
13.2.2.3. Define procedures to ensure regulatory license compliance
13.2.2.4. Outline plan to monitor license compliance
13.2.2.5. Outline plan to handle license disputes
13.2.3. Develop master plan
13.2.3.1. Short-list vendor selection
13.2.3.2. List general project goals and objectives
13.3. Carry out operational planning
13.3.1. Team selection, vendor selection, project definition
13.3.2. Agreement about particular project modules
13.3.3. Rough timetables
13.3.4. Project budgets
13.3.5. Development of plan of operations
13.4. Plan and monitor of projects
13.4.1. Detail work packages
13.4.2. Detail time schedules
13.4.3. Develop project plans
13.4.3.1. Issue purchase order
13.4.3.2. Reconcile purchase order
13.4.3.3. Manage settlement and billing
13.5. Carry out network testing and buildup
13.5.1. Receive order to build-up network
13.5.2. Send order to procurement equipment and locations
13.5.3. Coordinate build-up
13.5.4. Carry out build-up
13.5.4.1. Install equipment
13.5.4.2. Coordinate network starting dates
13.5.5. Install equipment
13.5.6. Perform readiness test (ORT)
13.6. Perform start-up network operation
13.6.1. Release network sections
13.6.2. Perform continuous monitoring
13.6.3. Announce availability
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