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Рисунок 1. Процессы верхнего уровня модели APQC Consumer Electronics
Перечень процессов модели APQC Consumer Electronics 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
1.1.1.8. Monitor intellectual property concerns
1.1.1.9. Evaluate IP acquisition options - external IP licensing
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
1.1.5. Conduct organization restructuring opportunities
1.1.5.1. Identify restructuring opportunities
1.1.5.2. Perform due-diligence
1.1.5.3. Analyze deal options
1.1.5.3.1. Evaluate acquisition options
1.1.5.3.2. Evaluate merger options
1.1.5.3.3. Evaluate de-merger options
1.1.5.3.4. Evaluate divesture options
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. Develop and Select business strategies
1.2.3.1. Develop B2B strategy
1.2.3.1.1. Develop service as a product strategy
1.2.3.2. Develop B2C strategy
1.2.3.3. Develop partner alliance strategy
1.2.3.4. Develop crowd sourcing strategy
1.2.3.5. Develop merger/demerger/acquisition/exit strategy
1.2.3.6. Develop innovation strategy
1.2.3.7. Develop sustainability strateg
1.2.3.8. Develop global support and shared services strateg
1.2.3.9. Develop lean/continuous improvement strateg
1.2.4. Coordinate and align functional and process strategies
1.2.5. Create organizational design (structure, governance, reporting, etc.)
1.2.5.1. Evaluate breadth and depth of organizational structure
1.2.5.2. Perform job-specific roles mapping and value-added analyses
1.2.5.3. Develop role activity diagrams to assess hand-off activity
1.2.5.4. Perform organization redesign workshops
1.2.5.5. Design the relationships between organizational units
1.2.5.6. Develop role analysis and activity diagrams for key processes
1.2.5.7. Assess organizational implication of feasible alternatives
1.2.5.8. Migrate to new organization
1.2.6. Develop and set organizational goals
1.2.7. Formulate business unit strategies
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
2. Design, Manage and Develop Products and Services
2.1. Design products and services
2.1.1. Analyze market segments, portfolios and technologies
2.1.1.1. Identify market segments
2.1.1.2. Develop and manage product range architecture
2.1.1.3. Identify brand and portfolio gaps
2.1.2. Define product/service development requirements
2.1.2.1. Identify potential improvements to existing products and services
2.1.2.1.1. Derive requirements from social media and tools
2.1.2.2. Identify potential new products and services
2.1.2.3. Translate retailer/shopper/consumer wants and needs into market/product/service opportunities
2.1.2.3.1. Derive interoperability requirements for products & services
2.1.2.3.2. Derive safety requirements for products & services
2.1.2.3.3. Derive security requirements for products & services
2.1.2.3.4. Derive regulatory compliance requirements
2.1.2.3.5. Derive requirements from industry standards
2.1.2.3.6. Develop user experience design specifications
2.1.2.3.7. Derive ‘services-as-a-product’ offering
2.1.2.4. Define service model
2.1.2.5. Identify design/development performance indicators
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. Evaluate performance of existing products/services against market opportunities
2.1.4.1. Evaluate new product/service ideas against existing product, new product development portfolio and past products
2.1.5. Confirm alignment of product/service concepts with business strategy
2.1.5.1. Plan and develop cost and quality targets
2.1.5.2. Prioritize and select new product/service concepts
2.1.5.3. Specify development timing targets
2.1.5.4. Plan for product/service offering modifications
2.1.5.5. Identify and refine stability indicators
2.1.6. Design products and services
2.1.6.1. Prepare high-level business case and technical assessment
2.1.6.2. Develop product/service design specifications
2.1.6.3. Develop warranty strategy plan
2.1.6.4. Design and manage product data, design and bill of materials
2.1.6.5. Document design specifications
2.1.6.6. Design for manufacturing
2.1.6.7. Design for product servicing
2.1.6.8. Design for re-manufacturing
2.1.6.9. Review product troubleshooting methodology
2.1.6.10. Design for product upgrades
2.2. Manage products and services
2.2.1. Manage product and service life cycle
2.2.1.1. Develop plan for new product development and introduction
2.2.1.2. Introduce new products/services
2.2.1.3. Retire outdated products/services
2.2.1.4. Identify and refine performance indicators
2.2.2. Manage and control design of products and services
2.2.2.1. Conduct mandatory and elective external reviews (legal, regulatory, standards, internal)
2.2.2.2. Review infringement of patents and copyrights
2.2.2.3. Determine Patent and Copyright needs for the Products and Services
2.2.3. Manage product and service master data
2.3. Develop products and services
2.3.1. Build products and services
2.3.1.1. Assign resources to product/service project
2.3.1.2. Develop product hardware and software
2.3.1.3. Develop services
2.3.1.4. Build prototypes
2.3.1.5. Build proof of concept
2.3.1.6. Evaluate design based on critical to quality parameters
2.3.1.7. Analyze design specifications for improvements
2.3.1.8. Eliminate quality and reliability, scalability, availability problems
2.3.1.9. Prepare gating criteria for product development milestones and targets
2.3.2. Evaluate products and services
2.3.2.1. Conduct product pre-certification
2.3.2.2. Conduct in-house product/service testing and evaluate feasibility
2.3.2.3. Validate product conformance to qualify for industry specific product certification
2.3.2.4. Validate product conformance to qualify for country specific product certification
2.3.3. Test market for new or revised products and services
2.3.3.1. Prepare detailed market study
2.3.3.2. Conduct customer tests and interviews
2.3.3.3. Finalize product/service characteristics and business cases
2.3.3.4. Finalize technical requirements
2.3.3.5. Identify requirements for changes to manufacturing/delivery processes
2.3.4. Prepare for production
2.3.4.1. Collaborate on design with suppliers and contract manufacturers
2.3.4.2. Establish manufacturing process
2.3.4.3. Identify and develop new tools, fixtures and equipment
2.3.4.4. Establish production part approval process
2.3.4.5. Develop and test prototype production and/or service delivery process
2.3.4.6. Design and obtain necessary materials and equipment
2.3.4.7. Install and validate production process or methodology
2.3.4.8. Optimize manufacturing process and resources
2.3.4.9. Conduct quality control process
2.3.4.10. Build final distribution and production plans
2.3.4.11. Develop final product and manufacturing costs
2.3.5. Launch products/services
2.3.5.1. Develop packaging
2.3.5.2. Order Packaging and ingredients
2.3.5.3. Design to reduce transit failures and damages
2.3.5.4. Design for efficient handling of reverse logistics
2.3.5.5. Manufacture and release finished product
2.3.5.6. Distribute Product
2.3.6. Support and implement changes to product manufacturing and service delivery process
2.3.6.1. Monitor production runs
2.3.6.2. Request engineering change
2.3.6.3. Manage engineering change orders
2.3.6.4. Identify product/service design and configuration changes
2.3.6.5. Capture feedback to refine existing products and services process
2.3.7. Post launch review
2.3.7.1. Review market performance
2.3.7.2. Review effectiveness of supply chain and distribution network
2.3.7.3. Review quality and performance of the product
2.3.7.4. Conduct financial review
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
3.1.2. 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 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 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. Develop and manage brands
3.2.3.1. Develop marketing strategy for new and existing brands
3.2.3.2. Define brand equity position
3.2.3.3. Access brand performance management
3.2.4. Develop marketing communication strategy
3.2.4.1. Develop customer communication calendar
3.2.4.2. Define PR strategy
3.2.4.3. Define direct marketing strategy
3.2.4.4. Define internal marketing communication strategy
3.2.4.5. Identify new media for marketing communication
3.2.4.6. Define new media communication strategy
3.2.4.7. Define In-store and POS communication strategy
3.2.5. Develop customer experience strategy
3.2.5.1. Define customer segment based experience
3.2.5.2. Define customer loyalty program
3.2.5.3. Define customer lifecycle/value based strategy
3.2.5.4. Define tailored product and services experience
3.2.5.5. Define customer acquisition strategy
3.2.5.6. Define customer retention strategy
3.2.5.7. Deliver multichannel consumer experience
3.2.5.8. Define marketing channel innovation strategy
3.2.5.9. Define marketing channel innovation framework
3.2.6. Define and manage channel strategy
3.2.6.1. Evaluate channel attributes and partners
3.2.6.2. Determine channel fit with target segments
3.2.6.3. Select channels for target segments
3.2.6.4. Develop engagement plan for new media channel
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
3.3.4.1. Define sales goals for external sales channels
3.3.4.2. Define sales goal for internal sales channels
3.3.5. Establish customer management measures
3.4. Develop and manage marketing plans
3.4.1. Establish goals, objectives, and metrics for products by channels/segments
3.4.2. Establish marketing budgets
3.4.2.1. Confirm marketing alignment to business strategy
3.4.2.2. Determine costs of marketing
3.4.2.3. Create marketing budget
3.4.3. Develop and manage media
3.4.3.1. Define media objectives
3.4.3.2. Develop marketing messages
3.4.3.3. Define target audience
3.4.3.4. Engage media provider
3.4.3.5. Develop and execute advertising
3.4.3.6. Develop and execute other marketing campaigns/programs
3.4.3.7. Assess brand/product marketing plan performance
3.4.4. Develop and manage pricing
3.4.4.1. Determine pricing based on volume/unit forecast
3.4.4.2. Execute pricing plan
3.4.4.3. Evaluate pricing performance
3.4.4.4. Refine pricing as needed
3.4.5. Develop and manage promotional activities
3.4.5.1. Define promotional concepts
3.4.5.2. Plan and test promotional activities
3.4.5.3. Execute promotional activities
3.4.5.4. Evaluate promotional performance metrics
3.4.5.5. Refine promotional performance metrics
3.4.5.6. Incorporate learning into future/planned consumer promotions
3.4.6. Manage marketing assets
3.4.6.1. Manage digital marketing assets
3.4.6.2. Manage physical marketing assets
3.4.6.3. Manage product and services marketing content
3.4.6.4. Deploy digital asset management repository
3.4.6.5. Plan physical assets management activities
3.4.7. Track customer management measures
3.4.7.1. Determine customer loyalty/lifetime value
3.4.7.2. Analyze customer revenue trend
3.4.7.3. Analyze customer attrition and retention rates
3.4.7.4. Analyze customer metrics
3.4.7.5. Revise customer strategies, objectives, and plans based on metrics
3.4.8. Develop and manage packaging strategy
3.4.8.1. Plan packaging strategy
3.4.8.2. Test packaging options
3.4.8.3. Execute packaging strategy
3.4.8.4. Refine packaging
3.4.9. Manage marketing operations
3.4.9.1. Manage data quality from multi-geographic operations
3.4.9.2. Develop and use standardized reporting and marketing matrices
3.5. Develop and manage sales plans
3.5.1. Generate leads
3.5.1.1. Produce and manage sales collateral
3.5.1.2. Identify potential customers
3.5.1.3. Identify leads
3.5.2. Manage customers and accounts
3.5.2.1. Develop sales/key account plan
3.5.2.2. Manage customer relationships
3.5.2.3. Manage customer master data
3.5.3. Manage customer sales
3.5.3.1. Perform sales calls
3.5.3.2. Perform pre-sales activities
3.5.3.3. Close the sale
3.5.3.4. Record outcome of sales process
3.5.4. Manage sales orders
3.5.4.1. Accept and validate sales orders
3.5.4.2. Collect and maintain customer account information
3.5.4.3. Determine availability
3.5.4.4. Determine fulfillment process
3.5.4.5. Enter orders into system and identify/perform cross-sell/up-sell activity
3.5.4.6. Process back orders and updates
3.5.4.7. Handle order inquiries including post-order fulfillment transactions
3.5.5. Manage sales force
3.5.5.1. Determine sales resource allocation
3.5.5.2. Establish sales force incentive plan
3.5.6. Manage sales partners and alliances
3.5.6.1. Provide sales and product training to sales partners/alliances
3.5.6.2. Develop sales forecast by partner/alliance
3.5.6.3. Agree on partner and alliance commissions
3.5.6.4. Evaluate partner/alliance results
3.5.6.5. Manage channel partner master data
3.5.7. Co-ordinate with multi brand retail store in operations
3.5.7.1. Perform inventory management of own brand products
3.5.7.2. Review product placement inside store/designated area
3.5.7.3. Capture shopper insights from retailer's loyalty program
3.5.7.4. Define merchandising activities
3.5.7.5. Collect and analyze retailer's POS data
3.5.7.6. Manage in-store point of purchase displays
3.5.7.7. Optimize on-shelf availability
4. Deliver Products and Services
4.1. Plan for and align supply chain resources
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 contract manufacturing strategy/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
4.1.1.7. Define production process
4.1.1.8. Define production workplace layout and infrastructure
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. Determine 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
4.1.3.6. Define production balance and control
4.1.4. Create and manage master production schedule
4.1.4.1. Create site-level production plan and schedule
4.1.4.2. Manage work-in-progress inventory
4.1.4.3. Collaborate with suppliers
4.1.4.4. Execute site-level production plan and schedule
4.1.4.5. Monitor master production schedule and plan
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 cost of supply
4.1.5.13. Manage capacity utilization
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 appropriate performance indicators (metrics)
4.1.8.2. Establish monitoring frequency
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. Perform Procurement and Contract Manufacturing
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 organization’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. Select suppliers
4.2.2.2. Certify and validate suppliers
4.2.2.3. Negotiate and establish contracts
4.2.2.4. Manage contracts
4.2.3. Order materials and services
4.2.3.1. Process/Review requisitions
4.2.3.2. Approve requisitions
4.2.3.3. Solicit/Track vendor quotes
4.2.3.4. Create/Distribute purchase orders
4.2.3.5. Expedite orders and satisfy inquiries
4.2.3.6. Record receipt of goods
4.2.3.7. Research/Resolve exceptions
4.2.4. Manage suppliers
4.2.4.1. Monitor/Manage supplier information
4.2.4.2. Prepare/Analyze procurement and vendor performance
4.2.4.3. Support inventory and production processes
4.2.4.4. Monitor quality of product delivered
4.2.4.5. Manage and monitor component/peripheral delivery timelines
4.3. Manufacture/Produce 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. Schedule preventive (planned) maintenance (preventive maintenance orders)
4.3.1.5. Schedule requested (unplanned) maintenance (work order cycle)
4.3.1.6. Release production orders and 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. Report maintenance issues
4.3.2.4. Rerun defective items
4.3.2.5. Assess production performance
4.3.3. Perform quality testing
4.3.3.1. Calibrate test equipment
4.3.3.2. Perform testing using the standard testing procedure
4.3.3.3. Record test results
4.3.4. Maintain production records and manage lot traceability
4.3.4.1. Determine lot numbering system
4.3.4.2. Determine lot use
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. Provide service to specific customers
4.4.3.1. Organize daily service order fulfillment schedule
4.4.3.2. Dispatch resources
4.4.3.3. Manage order fulfillment progress
4.4.3.4. Validate order fulfillment block completion
4.4.3.5. Establish remote service offering
4.4.4. Ensure quality of service
4.4.4.1. Identify completed orders for feedback
4.4.4.2. Identify incomplete orders and service failures
4.4.4.3. Solicit customer feedback on services delivered
4.4.4.4. Process customer feedback on services delivered
4.4.5. Define, manage and fulfill warranty services
4.4.5.1. Define warranty terms for each product
4.4.5.2. Identify preferred warranty fulfillment vendor(s)
4.4.5.3. Provide services as per the terms
4.4.5.4. Define warranty polices
4.4.5.5. Define warranty contracts
4.4.5.6. Define claim transaction functionalities and steps involved
4.4.5.7. Set up claims administration process
4.4.5.8. Detail out claim approvals, checks and balances
4.4.5.9. Perform Warranty Analytics and experience check
4.4.6. Manage Software as a service(SAAS)
4.4.6.1. Identify SAAS-related products and services
4.4.6.2. Identify and activate SAAS licensing terminals
4.4.6.3. Capture customer SAAS usage data
4.4.6.4. Identify SAAS services and upgrades
4.4.6.5. Identify SAAS warranty support needs
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
4.5.1.7. Define reverse logistics strategy
4.5.2. Plan and manage 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 inventory accuracy
4.5.3.6. Track third-party logistics storage and shipping performance
4.5.3.7. 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 and 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 repair/refurbishment and return to customer/stock
4.5.6. Manage spare parts
4.5.6.1. Manage information flow between repair stations
4.5.6.2. Capture spare part warranty information from suppliers
4.5.6.3. Manage spare parts demand planning exercises
4.5.6.4. Develop spare part pricing mechanism
4.5.6.5. Define spare parts delivery terms and condition with suppliers
4.5.6.6. Establish single point of contact at service call centers
4.5.6.7. Establish reverse logistics to reclaim parts are under warranty from suppliers
4.5.6.8. Process parts purchase order
4.5.6.9. Process inbound parts and confirm receipt
4.5.6.10. Manage warehousing and storage
4.5.6.11. Maintain physical inventory
4.5.6.12. Perform parts cross-docking
4.5.6.13. Control quality of returned parts
4.5.6.14. Process sales order
4.5.6.15. Process outbound parts
4.5.6.16. Execute parts transportation
4.5.6.17. Perform billing
4.5.6.18. Process complaints
4.5.6.19. Process product service letter
4.5.6.20. Monitor and control supply chain
5. Manage Customer and Consumer Service
5.1. Develop consumer care/service strategy
5.1.1. Establish service levels for consumers
5.1.2. Align consumer service KPI's with overall corporate vision/strategy
5.1.3. Define consumer service channel strategy
5.1.3.1. Define services delivery strategy
5.1.3.2. Define location/service delivery site
5.1.4. Define consumer service indirect channel strategy
5.1.4.1. Define social channels
5.1.4.2. Define social media listening tools/channels
5.2. Plan and manage consumer service operations
5.2.1. Plan and manage consumer service work force/customer care agents
5.2.1.1. Forecast volume of consumer service contracts
5.2.1.2. Schedule consumer service work force
5.2.1.3. Track work force utilization
5.2.1.4. Monitor and evaluate quality of consumer interactions with consumer service representatives
5.2.2. Manage consumer service requests/inquiries
5.2.2.1. Check warranty eligibility
5.2.2.2. Receive consumer requests/inquiries
5.2.2.3. Route consumer requests/inquiries
5.2.2.4. Respond to consumer requests/inquiries
5.2.3. Manage consumer complaints
5.2.3.1. Receive consumer complaints
5.2.3.2. Route consumer complaints
5.2.3.3. Schedule repair appointments
5.2.3.4. Resolve consumer complaints
5.2.3.5. Create Remote Repair facility
5.2.4. Manage consumer service knowledge
5.2.5. Manage Returns
5.2.5.1. Receive returns merchandize authorization
5.2.5.2. Process returns merchandize authorization
5.2.6. Manage upsell/cross sell
5.2.6.1. Identify and capture upsell/cross-sell opportunities
5.3. Measure and evaluate consumer satisfaction
5.3.1. Measure consumer satisfaction level for consumer requests/inquiries
5.3.1.1. Solicit consumer feedback on customer service experience
5.3.1.2. Analyze consumer service data and identify improvement opportunities
5.3.2. Measure consumer satisfaction of customer-complaint handling and resolution
5.3.2.1. Solicit consumer feedback on complaint handling and resolution
5.3.2.2. Analyze consumer complaint data and identify improvement opportunities
5.3.3. Measure consumer satisfaction with products and services
5.3.3.1. Solicit post-sale consumer feedback on products and services
5.3.3.2. Collect product return reasons
5.3.3.3. Analyze product and service satisfaction data and identify improvement opportunities
5.3.3.4. Feedback the insights to product development and marketing teams
5.4. Develop customer care/customer service strategy
5.4.1. Develop customer service segmentation/prioritization (e.g., tiers)
5.4.1.1. Analyze existing customers
5.4.1.2. Analyze feedback of customer's needs
5.4.2. Define customer service policies and procedures
5.4.3. Establish service levels for customers
5.5. Plan and manage customer service operations
5.5.1. Plan and manage customer service work force
5.5.1.1. Forecast volume of customer service contacts
5.5.1.2. Schedule customer service work force
5.5.1.3. Track work force utilization
5.5.1.4. Monitor and evaluate quality of customer interactions with customer service representatives
5.5.2. Manage customer service requests/inquiries
5.5.2.1. Check warranty/service eligibility
5.5.2.2. Receive customer requests/inquiries
5.5.2.3. Route customer requests/inquiries
5.5.2.4. Respond to customer requests/inquiries
5.5.3. Manage customer complaints
5.5.3.1. Receive customer complaints
5.5.3.2. Route customer complaints
5.5.3.3. Resolve customer complaints
5.5.3.4. Respond to customer complaints
5.5.4. Manage customer service knowledge
5.5.5. Manage returns
5.5.5.1. Receive returns merchandize authorization
5.5.5.2. Process returns merchandize authorization
5.5.6. Manage up-sell/cross-sell
5.5.6.1. Identify and capture up-sell/cross-sell opportunities
5.5.6.2. Handover opportunities to sales effectively
5.6. Measure and evaluate customer service operations
5.6.1. Identify key metrics for assessing customer service
5.6.2. Track performance against customer service scorecard
5.6.3. Measure customer satisfaction with customer requests/inquiries handling
5.6.3.1. Solicit customer feedback on customer service experience
5.6.3.2. Analyze customer service data and identify improvement opportunities
5.6.4. Measure customer satisfaction with customer-complaint handling and resolution
5.6.4.1. Solicit customer feedback on complaint handling and resolution
5.6.4.2. Analyze customer complaint data and identify improvement opportunities
5.6.5. Measure customer satisfaction with products and services
5.6.5.1. Gather and solicit post-sale customer feedback on products and services
5.6.5.2. Solicit post-sale customer feedback on ad effectiveness
5.6.5.3. Collect warranty data and product return reasons
5.6.5.4. Analyze product and service satisfaction data and identify improvement opportunities
5.6.5.5. Provide feedback for manufacturing issues to Contract manufacturers and product design to the design tea
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. Identify strategic HR needs
6.1.1.2. Define HR and business function roles and accountability
6.1.1.3. Determine HR costs
6.1.1.4. Establish HR measures
6.1.1.5. Communicate HR strategies
6.1.1.6. Develop strategy for HR systems/technologies/tools
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 resourcing requirements per unit/organization
6.1.2.3. Develop compensation plan
6.1.2.4. Develop succession plan
6.1.2.5. Develop high performers/leadership programs
6.1.2.6. Develop employee diversity plan
6.1.2.7. Develop training program
6.1.2.8. Develop recruitment program
6.1.2.9. Develop other HR programs
6.1.2.10. Develop HR policies
6.1.2.11. Administer HR policies
6.1.2.12. Plan employee benefits
6.1.2.13. Develop work force strategy models
6.1.3. Monitor and update strategy, plans, and policies
6.1.3.1. Measure realization of objectives
6.1.3.2. Measure contribution to business strategy
6.1.3.3. Communicate plans and provide updates to stakeholders
6.1.3.4. Determine value added from HR function
6.1.3.5. Review and revise HR plans
6.1.4. Develop competency management models
6.2. Recruit, source, and select employees
6.2.1. Manage employee requisitions
6.2.1.1. Align staffing plan to work force plan and business unit strategies/resource needs
6.2.1.2. Develop and open job requisitions
6.2.1.3. Develop job descriptions
6.2.1.4. Post requisitions
6.2.1.5. Manage internal/external job posting Web sites
6.2.1.6. Modify requisitions
6.2.1.7. Notify hiring manager
6.2.1.8. Manage requisition dates
6.2.2. Recruit/Source candidates
6.2.2.1. Determine recruitment methods and channels
6.2.2.2. Develop employer recruitment branding through social media channels
6.2.2.3. Perform recruiting activities/events
6.2.2.4. Manage recruitment vendors
6.2.2.5. Manage employee referral programs
6.2.2.6. Manage recruitment channels
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
6.2.3.5. Obtain candidate background information
6.2.3.6. Conduct pre-employment screening
6.2.3.7. Recommend/not recommend candidate
6.2.4. Manage new hire/re-hire
6.2.4.1. Draw up and make offer
6.2.4.2. Negotiate offer
6.2.4.3. Hire candidate
6.2.5. Manage Applicant Information
6.2.5.1. Create applicant record
6.2.5.2. Manage/Track applicant data
6.2.5.3. 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. Evaluate the effectiveness of employee on-boarding program
6.3.1.3. Execute onboarding 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 development
6.3.3.1. Define employee development guidelines
6.3.3.2. Develop employee career plans
6.3.3.3. Manage employee skills development
6.3.4. Develop and train employees
6.3.4.1. Align employee and organization development needs
6.3.4.2. Define employee competencies
6.3.4.3. Align learning programs with competencies
6.3.4.4. Establish training needs by analysis of required and available skills
6.3.4.5. Develop, conduct, and manage employee and/or management training programs
6.3.5. Develop and train customer service representatives
6.3.6. Manage employee relations
6.3.6.1. Manage health and safety
6.3.6.2. Manage labor relations
6.3.6.3. Manage collective bargaining process
6.3.6.4. Manage labor management partnerships
6.3.6.5. Identify customer service training needs
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. Administer payroll
6.5. Redeploy 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 expatriates
6.6. Manage employee information and analytics
6.6.1. Manage reporting processes
6.6.2. Manage employee inquiry process
6.6.3. Manage and maintain employee data
6.6.3.1. Manage employee data for retained/separated employees
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 systems
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. Conduct employee engagement surveys
6.6.7.4. Manage employee communication using social media channels
6.6.7.5. Manage employee grievances
6.6.7.6. Deliver employee communications
7. Manage Information Technology
7.1. Manage the business of information technology
7.1.1. Develop the enterprise IT strategy
7.1.1.1. Develop IT strategy based on business strategy and initiatives
7.1.1.2. Build strategic intelligence
7.1.1.3. Identify long-term IT needs of the enterprise in collaboration with stakeholders
7.1.1.4. Define strategic standards, guidelines, and principles
7.1.1.5. Define and establish IT architecture and development standards
7.1.1.6. Define strategic vendors for IT components
7.1.1.7. Establish IT governance organization and processes
7.1.1.8. 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
7.1.3. 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. Evaluate and communicate IT business value and performance
7.1.5.1. Establish and monitor key performance indicators
7.1.5.2. Evaluate IT plan performance
7.1.5.3. Communicate IT value
7.1.6. Manage strategic IT service providers
7.1.6.1. Evaluate and select IT service providers
7.1.6.2. Manage contracts with IT service providers
7.1.6.3. Manage and monitor IT infrastructure operations of service providers
7.1.6.4. Manage and monitor IT hardware and software assets related to service providers
7.1.6.5. Manage and monitor problems, incidents and inquiries related to service providers
7.1.6.6. Monitor network connectivity to service providers
7.1.6.7. Extend security to contractors and service providers
7.1.6.8. Test/evaluate and audit information control for service providers
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. Develop and implement security, privacy, and data protection controls
7.3.1. Establish information security, privacy, and data protection strategies and levels
7.3.2. 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. Create IT services and solutions
7.5.4.1. Understand confirmed requirements
7.5.4.2. Design IT services and solutions
7.5.4.3. Acquire/Develop IT service/solution components
7.5.4.4. Train services and solutions resources
7.5.4.5. Test IT services/solutions
7.5.4.6. Confirm customer acceptance
7.5.5. Maintain IT services and solutions
7.5.5.1. Understand upkeep/enhance requirements and defect analysis
7.5.5.2. Design change to existing IT service/solution
7.5.5.3. Acquire/Develop changed IT service/solution component
7.5.5.4. Test IT service/solution change
7.5.5.5. Retire solutions and services
7.5.5.6. Consolidate services and solutions from the acquired/merged/de-merged organization
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
7.7.4.3. Consolidate 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
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. Process accounts receivable (AR)
8.2.3.1. Establish AR policies
8.2.3.2. Receive/Deposit customer payments
8.2.3.3. Apply cash remittances
8.2.3.4. Prepare AR reports
8.2.3.5. Post AR activity to the general ledger
8.2.4. Manage and process collections
8.2.4.1. Establish policies for delinquent accounts
8.2.4.2. Analyze delinquent account balances
8.2.4.3. Correspond/Negotiate with delinquent accounts
8.2.4.4. Discuss account resolution with internal parties
8.2.4.5. Process adjustments/write off balances
8.2.5. Manage and process adjustments/deductions
8.2.5.1. Establish policies/procedures for adjustments
8.2.5.2. Analyze adjustments
8.2.5.3. Correspond/Negotiate with customer
8.2.5.4. Discuss resolution with internal parties
8.2.5.5. Prepare chargeback invoices
8.2.5.6. 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 and currency conversions)
8.3.2.5. Post and reconcile intercompany transactions
8.3.2.6. Reconcile general ledger 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. Process and record fixed-asset maintenance and repair expenses
8.3.3.6. Calculate and record depreciation expense
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
8.5. 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 purchase order 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
8.7.4.7. Process and oversee interest rate transactions
8.7.5. Monitor and execute risk and hedging transactions
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
8.7.6. Manage financial frauds/dispute cases
8.7.6.1. Manage disputes due to damaged goods
8.7.6.2. Manage frauds in sales/service orders
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. Account for taxes
8.9.2.6. Monitor tax compliance
8.9.2.7. Address tax inquiries
8.10. Manage international funds/consolidation
8.10.1. Monitor international rates
8.10.2. Manage transactions
8.10.3. Monitor currency exposure/hedge currency
8.10.4. Report results
8.11. Perform global trade services
8.11.1. Screen sanctioned party list
8.11.2. Control exports and imports
8.11.3. Classify products
8.11.4. Calculate duty
8.11.5. Communicate with customs
8.11.6. Document trade
8.11.7. Process trade preferences
8.11.8. Handle restitution
8.11.9. Prepare letter of credit
9. Acquire, Construct and Manage Assets
9.1. Design and construct/acquire nonproductive 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. Make 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. Obtain and install assets, equipment and tools
9.2.1. Obtain and install equipment
9.2.1.1. Design engineering solution for the manufacturing process
9.2.1.2. Install and commission equipment
9.3. Plan maintenance work
9.3.1. Develop ongoing maintenance policies for productive and non-productive asset
9.3.1.1. Analyze assets and predict maintenance requirement
9.3.1.2. Develop approach to integrate preventive maintenance into production schedul
9.3.2. Perform preventive maintenance
9.3.2.1. Perform time based preventive maintenance
9.3.2.2. Perform counter based preventive maintenance
9.3.2.3. Perform analytics on productive assets for fault and repair
9.3.3. Perform corrective maintenance
9.3.3.1. Create manual/automatic notification
9.3.3.2. Create and schedule order
9.3.3.3. Enforce all safety measures before repair
9.3.3.4. Settle and complete order
9.3.3.5. Archive maintenance documents and perform evaluations
9.3.4. Overhaul equipment
9.3.5. Manage facilities operations
9.3.5.1. Relocate people
9.3.5.2. Relocate material and tools
9.4. Dispose of productive and nonproductive assets
9.4.1. Develop exit strategy
9.4.2. Perform sale or trade
9.4.3. Perform abandonment
9.4.4. Perform waste and dangerous goods management
10. Manage Enterprise Risk, Compliance, Remediation and Resiliency
10.1. Manage enterprise risk
10.1.1. Establish the enterprise risk framework and policies
10.1.1.1. Determine risk tolerance for organization
10.1.1.2. Develop and maintain enterprise risk policies and procedures
10.1.1.3. Identify and implement enterprise risk management tools
10.1.1.4. Coordinate the sharing of risk knowledge across the organization
10.1.1.5. Prepare and report enterprise risk to executive management and board
10.1.2. Oversee and coordinate enterprise risk management activities
10.1.2.1. Identify enterprise level risks
10.1.2.2. Assess risks to determine which to mitigate
10.1.2.3. Develop risk mitigation and management strategy, and integrate with existing performance management processes
10.1.2.4. Verify business unit and functional risk mitigation plans are implemented
10.1.2.5. Ensure risks and risk mitigation actions are monitored
10.1.2.6. Report on risk activities
10.1.3. Coordinate business unit and functional risk management activities
10.1.3.1. Ensure that each business unit/function follows the enterprise risk management process
10.1.3.2. Ensure that each business unit/function follows the enterprise risk reporting process
10.1.3.3. Ensure contract manufacturer's compliance of enterprise risk management and reporting process
10.1.4. Manage business unit and function risk
10.1.4.1. Identify risks
10.1.4.2. Assess risks using enterprise risk framework policies and procedures
10.1.4.3. Develop mitigation plans for risks
10.1.4.4. Implement mitigation plans for risks
10.1.4.5. Monitor risks
10.1.4.6. Analyze risk activities and update plans
10.1.4.7. Report on risk activities
10.1.5. Manage Contract Manufacturer Risks
10.1.5.1. Identify regulatory risks
10.1.5.2. Identify State, federal, international labor practices risks
10.1.5.3. Identify products' and services' environmental and health and safety-related risks
10.1.5.4. Identify country, company, political and stability risks
10.1.5.5. Identify country/company natural disaster risks
10.2. Manage compliance
10.2.1. Establish compliance framework and policies
10.2.1.1. Develop enterprise compliance policies and procedures
10.2.1.2. Implement enterprise compliance activities
10.2.1.3. Manage internal audits
10.2.1.4. Maintain controls-related technologies and tools
10.2.2. Manage regulatory compliance
10.2.2.1. Develop regulatory compliance procedures
10.2.2.2. Identify applicable regulatory requirements
10.2.2.3. Monitor the regulatory environment for changing or emerging regulations
10.2.2.4. Assess current compliance position, and identify weaknesses or shortfalls therein
10.2.2.5. Implement missing or stronger regulatory compliance controls and policies
10.2.2.6. Monitor and test, on an ongoing and scheduled basis, regulatory compliance position and existing controls, defining controls that should be added, removed, or modified as required
10.2.2.7. Maintain relationships with regulators as appropriate
10.2.2.8. Communicate regulatory compliance controls and policies to contract manufacturers
10.3. Manage business resiliency
10.3.1. Develop the business resilience strategy
10.3.2. Perform continuous business operations planning
10.3.3. Test continuous business operations
10.3.4. Maintain continuous business operations
10.3.5. Share knowledge of specific risks across other parts of the organization and with various stakeholders
10.4. Manage environmental health and safety (EHS)
10.4.1. Determine environmental health and safety impacts
10.4.1.1. Evaluate environmental impact of products, services, and operations
10.4.1.2. Conduct health and safety and environmental audits
10.4.2. Develop and execute functional EHS program
10.4.2.1. Identify regulatory and stakeholder requirements
10.4.2.2. Assess future risks and opportunities
10.4.2.3. Create EHS policy
10.4.2.4. Record and manage EHS events
10.4.3. Train and educate functional employees
10.4.3.1. Communicate EHS issues to stakeholders and provide support
10.4.4. Monitor and manage functional EHS management program
10.4.4.1. Manage EHS costs and benefits
10.4.4.2. Measure and report EHS performance
10.4.4.2.1. Manage contract manufacturer's environmental, health and safety program performance
10.4.4.3. Implement emergency response program
10.4.4.4. Implement pollution prevention program
10.4.4.5. Provide employees with EHS support
10.4.5. Ensure compliance with regulations
10.4.5.1. Monitor compliance
10.4.5.2. Perform compliance audit
10.4.5.3. Comply with regulatory stakeholders' requirements
10.4.5.3.1. Ensure compliance of contract manufacturers
10.4.6. Manage remediation efforts
10.4.6.1. Create remediation plans
10.4.6.2. Contact and confer with experts
10.4.6.3. Identify/Dedicate resources
10.4.6.4. Investigate legal aspects
10.4.6.5. Investigate damage cause
10.4.6.6. Amend or create policy
10.4.6.7. Review and approve remediation efforts of contract manufacturers
10.4.6.8. Enable expertise for remediation efforts for contract manufacturers
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 preventive 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. Identify intellectual property violation by third parties
11.4.6.5. 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. Develop and manage business capabilities
12.1. Manage business processes
12.1.1. Establish and maintain process management governance
12.1.1.1. Define and manage governance approach
12.1.1.2. Establish and maintain process tools and templates
12.1.1.3. Assign and support business process owners
12.1.1.4. Identify process governance activities
12.1.1.5. Perform process governance activities
12.1.2. Define and manage process frameworks
12.1.2.1. Establish and maintain process framework
12.1.2.2. Identify cross-functional processes
12.1.2.3. Establish process innovation framework
12.1.3. Define processes
12.1.3.1. Scope processes
12.1.3.2. Analyze processes
12.1.3.3. Map processes
12.1.3.4. Publish processes
12.1.4. Manage process performance
12.1.4.1. Provide process training
12.1.4.2. Support process execution
12.1.4.3. Measure and report process performance
12.1.5. Improve processes
12.1.5.1. Define organizational level process improvement programs
12.1.5.2. Identify and select improvement opportunities
12.1.5.3. Manage improvement projects
12.1.5.4. Perform continuous improvement activities
12.2. Manage portfolio, program, and project
12.2.1. Manage portfolio
12.2.1.1. Establish portfolio strategy
12.2.1.2. Define portfolio governance
12.2.1.3. Monitor and control portfolio
12.2.2. Manage programs
12.2.2.1. Identify organizational need for program
12.2.2.2. Establish program structure and approach
12.2.2.3. Manage program stakeholders and partners
12.2.2.4. Manage program execution
12.2.2.5. Review and report program performance
12.2.3. Manage projects
12.2.3.1. Establish project scope
12.2.3.1.1. Identify project requirements and objectives
12.2.3.1.2. Identify project resource requirements
12.2.3.1.3. Assess culture and readiness for project management approach
12.2.3.1.4. Identify appropriate project management methodologies
12.2.3.1.5. Create business case and obtain funding
12.2.3.1.6. Develop project measures and indicators
12.2.3.2. Develop project plans
12.2.3.2.1. Define roles and resources
12.2.3.2.2. Identify specific IT requirements
12.2.3.2.3. Create training and communication plans
12.2.3.2.4. Design recognition and reward approaches
12.2.3.2.5. Design and plan launch of project
12.2.3.2.6. Deploy the project
12.2.3.3. Define project execution method
12.2.3.4. Execute projects
12.2.3.4.1. Evaluate impact of project management (strategy and projects) on measures and outcomes
12.2.3.4.2. Report the status of project
12.2.3.4.3. Manage project scope
12.2.3.4.4. Promote and sustain activity and involvement
12.2.3.4.5. Realign and refresh project management strategy and approaches
12.2.3.5. Review and report project performance
12.2.3.5.1. Define reporting tools/mechanism for project performance reviews
12.2.3.5.2. Define key performance indicators for project success
12.2.3.6. Close projects
12.2.3.6.1. Conduct after-action reviews and provide feedback to stakeholders
12.2.3.6.2. Perform financial closure
12.2.3.6.3. Terminate project processes
12.3. Manage enterprise quality
12.3.1. Establish quality requirements
12.3.1.1. Define critical-to-quality characteristics
12.3.1.2. Define preventive quality activities
12.3.1.3. Develop quality controls
12.3.1.3.1. Define process steps for controls (or integration points)
12.3.1.3.2. Define sampling plan
12.3.1.3.3. Identify measurement methods
12.3.1.3.4. Define required competencies
12.3.1.4. Prove capability to assess compliance with requirements
12.3.1.5. Finalize quality plan
12.3.2. Evaluate performance to requirements
12.3.2.1. Test against quality plan
12.3.2.1.1. Conduct test and collect data
12.3.2.1.2. Record result(s)
12.3.2.1.3. Determine disposition of result(s)
12.3.2.2. Assess results of tests
12.3.2.2.1. Assess sample significance
12.3.2.2.2. Summarize result(s)
12.3.2.2.3. Recommend actions
12.3.2.2.4. Decide next steps
12.3.3. Manage non-conformance
12.3.3.1. Assess potential impact
12.3.3.2. Determine immediate action(s)
12.3.3.3. Identify root cause(s)
12.3.3.4. Take corrective or preventative action
12.3.3.5. Close non-conformance
12.3.4. Implement and maintain the enterprise quality management system (EQMS)
12.3.4.1. Define the quality strategy
12.3.4.2. Plan and deploy the EQMS scope, targets, and goals
12.3.4.3. Identify core EQMS processes, controls, and metrics
12.3.4.4. Develop and document EQMS policies, procedures, standards, and measures
12.3.4.5. Assess the EQMS performance
12.3.4.6. Create environment and capability for EQMS improvement(s)
12.3.4.6.1. Reward quality excellence
12.3.4.6.2. Create and maintain quality partnerships
12.3.4.6.3. Maintain talent capabilities and competencies
12.3.4.6.4. Incorporate EQMS messaging into communication channels
12.3.4.6.5. Assure independent EQMS management access to appropriate authority in the organization
12.3.4.6.6. Transfer proven EQMS methods
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 organizational 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 change adoption 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. Re-engineer 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
12.5. Develop and manage enterprise-wide knowledge management (KM) capability
12.5.1. Develop KM strategy
12.5.1.1. Develop governance model
12.5.1.2. Establish central KM core group
12.5.1.3. Define roles and accountability of core group versus operating units
12.5.1.4. Develop funding models
12.5.1.5. Develop internal IT systems for knowledge management strategy
12.5.1.6. Identify links to key initiatives
12.5.1.7. Develop core KM methodologies
12.5.1.8. Assess IT needs and engage IT function
12.5.1.9. Develop training and communication plans
12.5.1.10. Develop change management approaches
12.5.1.11. Develop strategic measures and indicators
12.5.1.12. Define KM digital content creation, aggregation and dissemination strategy
12.5.1.13. Define organization-wide and external social network strategy for collaboration and knowledge sharing
12.5.1.13.1. Define subject expert groups for various organizational activities
12.5.1.13.2. Define policies and procedures for internal vs. external blogs
12.5.1.13.3. Define knowledge content usage policies and procedures
12.5.2. Assess KM capabilities
12.5.2.1. Assess maturity of existing KM initiatives
12.5.2.2. Evaluate existing KM approaches
12.5.2.3. Identify gaps and needs
12.5.2.4. Enhance/Modify existing KM approaches
12.5.2.5. Develop new KM approaches
12.5.2.6. Implement new KM approaches
12.5.3. Develop and maintain IT knowledge map
12.5.3.1. Define knowledge elements
12.5.3.2. Identify IT knowledge sources
12.5.3.3. Identify IT knowledge sharing opportunities
12.5.3.4. Define IT knowledge processes and approaches
12.5.3.5. Build traceability between the IT knowledge components
12.5.3.6. Connect the IT elements to the enterprise architecture
12.5.4. Manage IT knowledge lifecycle
12.5.4.1. Gather knowledge elements from IT knowledge sources
12.5.4.2. Evaluate, create and codify knowledge elements
12.5.4.3. Develop IT's knowledge management roles and responsibilities
12.5.4.4. Deploy codified IT knowledge
12.5.4.5. Update and retire IT knowledge
12.5.4.6. Evaluate and improve IT knowledge strategies and processes
12.6. Measure and benchmark
12.6.1. Create and manage organizational performance strategy
12.6.1.1. Create enterprise measurement systems model
12.6.1.2. Measure process productivity
12.6.1.3. Measure cost effectiveness
12.6.1.4. Measure staff efficiency
12.6.1.5. Measure cycle time
12.6.2. Benchmark performance
12.6.2.1. Conduct performance assessments
12.6.2.2. Develop benchmarking capabilities
12.6.2.3. Conduct internal process and external competitive benchmarking
12.6.2.4. Conduct gap analysis to understand need for change and degree needed
12.6.2.5. Establish need for change
12.7. Manage strategic process innovation
12.7.1. Define process innovation lifecycle
12.7.1.1. Create and capture new processes
12.7.1.2. Analyze feasibility and select
12.7.1.2.1. Define process selection criteria
12.7.1.3. Create proof-of-concept
12.7.1.4. Evaluate proof-of-concept
12.7.1.5. Build business case
12.7.2. Involve IT for the tools and technologies to support strategic process innovation
12.7.3. Define measures and metrics
12.7.4. Collect data and benchmark
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