Contents of Model 11 - APQC PCF v6

Diagram Hierarchy

Level 0 Diagram Start Diagram

Level 1 Diagram Develop and Manage Human Capital

Level 2 Diagram Develop human resources strategy
Level 2 Diagram Develop and implement workforce strategy and policies
Level 2 Diagram Monitor and update strategy, plans, and policies
Level 2 Diagram Manage employee requisitions
Level 2 Diagram Recruit/Source candidates
Level 2 Diagram Screen and select candidates
Level 2 Diagram Manage new hire/re-hire
Level 2 Diagram Manage Applicant Information
Level 2 Diagram Manage employee orientation and deployment
Level 2 Diagram Manage employee performance
Level 2 Diagram Manage employee development
Level 2 Diagram Develop and train employees
Level 2 Diagram Develop and manage reward, recognition, and motivation programs
Level 2 Diagram Manage and administer benefits
Level 2 Diagram Relocate employees, and manage assignments

Level 1 Diagram Manage Information Technology

Level 2 Diagram Develop the enterprise IT strategy
Level 2 Diagram Define the enterprise architecture
Level 2 Diagram Manage the IT portfolio
Level 2 Diagram Perform IT research and innovation
Level 2 Diagram Evaluate and communicate IT business value and performance
Level 2 Diagram Develop IT services and solutions strategy
Level 2 Diagram Develop and manage IT service levels
Level 2 Diagram Perform demand-side management (DSM) for IT services
Level 2 Diagram Manage IT customer satisfaction
Level 2 Diagram Market IT services and solutions
Level 2 Diagram Develop information and content management strategies
Level 2 Diagram Define the enterprise information architecture
Level 2 Diagram Manage information resources
Level 2 Diagram Perform enterprise data and content management
Level 2 Diagram Develop the IT development strategy
Level 2 Diagram Perform IT services and solutions life cycle planning
Level 2 Diagram Develop and maintain IT services and solutions architecture
Level 2 Diagram Create IT services and solutions
Level 2 Diagram Maintain IT services and solutions
Level 2 Diagram Develop the IT deployment strategy
Level 2 Diagram Plan and implement changes
Level 2 Diagram Plan and manage releases
Level 2 Diagram Develop IT services and solution delivery strategy
Level 2 Diagram Develop IT support strategy
Level 2 Diagram Manage IT infrastructure resources
Level 2 Diagram Manage IT infrastructure operations
Level 2 Diagram Support IT services and solutions

Level 1 Diagram Manage Financial Resources

Level 2 Diagram Perform planning/budgeting/forecasting
Level 2 Diagram Perform cost accounting and control
Level 2 Diagram Perform cost management
Level 2 Diagram Evaluate and manage financial performance
Level 2 Diagram Process customer credit
Level 2 Diagram Invoice customer
Level 2 Diagram Process accounts receivable (AR)
Level 2 Diagram Manage and process collections
Level 2 Diagram Manage and process adjustments/deductions
Level 2 Diagram Manage policies and procedures
Level 2 Diagram Perform general accounting
Level 2 Diagram Perform fixed-asset accounting
Level 2 Diagram Perform financial reporting
Level 2 Diagram Perform capital planning and project approval
Level 2 Diagram Perform capital project accounting
Level 2 Diagram Report time
Level 2 Diagram Manage pay
Level 2 Diagram Process payroll taxes
Level 2 Diagram Process accounts payable (AP)
Level 2 Diagram Process expense reimbursements
Level 2 Diagram Manage treasury policies and procedures
Level 2 Diagram Manage cash
Level 2 Diagram Manage in-house bank accounts
Level 2 Diagram Manage debt and investment
Level 2 Diagram Monitor and execute risk and hedging transactions
Level 2 Diagram Establish internal controls, policies, and procedures
Level 2 Diagram Operate controls and monitor compliance with internal controls policies and procedures
Level 2 Diagram Report on internal controls compliance
Level 2 Diagram Develop tax strategy and plan
Level 2 Diagram Process taxes

Level 1 Diagram Acquire, Construct, and Manage Assets

Level 2 Diagram Develop property strategy and long-term vision
Level 2 Diagram Plan facility
Level 2 Diagram Provide workspace and assets
Level 2 Diagram Manage facilities operations
Level 2 Diagram Develop ongoing maintenance policies for productive assets
Level 2 Diagram Obtain and install equipment

Level 1 Diagram Manage Enterprise Risk, Compliance, Remediation and Resiliency

Level 2 Diagram Establish the enterprise risk framework and policies
Level 2 Diagram Oversee and coordinate enterprise risk management activities
Level 2 Diagram Coordinate business unit and functional risk management activities
Level 2 Diagram Manage business unit and function risk
Level 2 Diagram Establish compliance framework and policies
Level 2 Diagram Manage regulatory compliance

Level 1 Diagram Manage External Relationships

Level 2 Diagram Ensure compliance
Level 2 Diagram Manage outside counsel
Level 2 Diagram Protect intellectual property

Level 1 Diagram Develop and Manage Business Capabilities

Level 2 Diagram Establish and maintain process management governance
Level 2 Diagram Define and manage process frameworks
Level 2 Diagram Define processes
Level 2 Diagram Manage process performance
Level 2 Diagram Improve processes
Level 2 Diagram Manage portfolio
Level 2 Diagram Manage programs
Level 2 Diagram Manage projects
Level 2 Diagram Establish quality requirements
Level 2 Diagram Evaluate performance to requirements
Level 2 Diagram Manage non-conformance
Level 2 Diagram Implement and maintain the enterprise quality management system (EQMS)
Level 2 Diagram Plan for change
Level 2 Diagram Design the change
Level 2 Diagram Implement change
Level 2 Diagram Sustain improvement
Level 2 Diagram Develop KM strategy
Level 2 Diagram Assess KM capabilities
Level 2 Diagram Create and manage organizational performance strategy
Level 2 Diagram Benchmark performance
Level 2 Diagram Determine environmental health and safety impacts
Level 2 Diagram Develop and execute functional EHS program
Level 2 Diagram Train and educate functional employees
Level 2 Diagram Monitor and manage functional EHS management program

Level 1 Diagram Develop Vision and Strategy

Level 2 Diagram Assess the external environment
Level 2 Diagram Survey market and determine customer needs and wants
Level 2 Diagram Perform internal analysis
Level 2 Diagram Establish strategic vision
Level 2 Diagram Conduct organization restructuring opportunities
Level 2 Diagram Develop overall mission statement
Level 2 Diagram Evaluate strategic options to achieve the objectives
Level 2 Diagram Create organizational design (structure, governance, reporting, etc.)

Level 1 Diagram Develop and Manage Products and Services

Level 2 Diagram Define product/service development requirements
Level 2 Diagram Perform discovery research
Level 2 Diagram Confirm alignment of product/service concepts with business strategy
Level 2 Diagram Manage product and service life cycle
Level 2 Diagram Design, build, and evaluate products and services
Level 2 Diagram Test market for new or revised products and services
Level 2 Diagram Prepare for production

Level 1 Diagram Market and Sell Products and Services

Level 2 Diagram Perform customer and market intelligence analysis
Level 2 Diagram Evaluate and prioritize market opportunities
Level 2 Diagram Define offering and customer value proposition
Level 2 Diagram Define pricing strategy to align to value proposition
Level 2 Diagram Define and manage channel strategy
Level 2 Diagram Develop sales forecast
Level 2 Diagram Develop sales partner/alliance relationships
Level 2 Diagram Establish overall sales budgets
Level 2 Diagram Establish marketing budgets
Level 2 Diagram Develop and manage media
Level 2 Diagram Develop and manage pricing
Level 2 Diagram Develop and manage promotional activities
Level 2 Diagram Track customer management measures
Level 2 Diagram Develop and manage packaging strategy
Level 2 Diagram Generate leads
Level 2 Diagram Manage customers and accounts
Level 2 Diagram Manage customer sales
Level 2 Diagram Manage sales orders
Level 2 Diagram Manage sales force
Level 2 Diagram Manage sales partners and alliances

Level 1 Diagram Deliver Products and Services

Level 2 Diagram Develop production and materials strategies
Level 2 Diagram Manage demand for products and services
Level 2 Diagram Create materials plan
Level 2 Diagram Create and manage master production schedule
Level 2 Diagram Plan distribution requirements
Level 2 Diagram Establish distribution planning constraints
Level 2 Diagram Review distribution planning policies
Level 2 Diagram Assess distribution planning performance
Level 2 Diagram Develop quality standards and procedures
Level 2 Diagram Develop sourcing strategies
Level 2 Diagram Select suppliers and develop/maintain contracts
Level 2 Diagram Order materials and services
Level 2 Diagram Manage suppliers
Level 2 Diagram Schedule production
Level 2 Diagram Produce product
Level 2 Diagram Perform quality testing
Level 2 Diagram Maintain production records and manage lot traceability
Level 2 Diagram Confirm specific service requirements for individual customer
Level 2 Diagram Identify and schedule resources to meet service requirements
Level 2 Diagram Provide service to specific customers
Level 2 Diagram Ensure quality of service
Level 2 Diagram Define logistics strategy
Level 2 Diagram Plan and manage inbound material flow
Level 2 Diagram Operate warehousing
Level 2 Diagram Operate outbound transportation
Level 2 Diagram Manage returns; manage reverse logistics

Level 1 Diagram Manage Customer Service

Level 2 Diagram Develop customer service segmentation/prioritization (e.g., tiers)
Level 2 Diagram Plan and manage customer service work force
Level 2 Diagram Manage customer service requests/inquiries
Level 2 Diagram Manage customer complaints
Level 2 Diagram Measure customer satisfaction with customer requests/inquiries handling
Level 2 Diagram Measure customer satisfaction with customer-complaint handling and resolution
Level 2 Diagram Measure customer satisfaction with products and services

©APQC
The PCF was developed by non-profit AP QC, a global resource for benchmarking and best practices, and its member companies as an open standard to facilitate improvement through process management and benchmarking, regardless of industry, size, or geography. The PCF organizes operating and management processes into 12 enterprise level categories, including process groups and over 1,000 processes and associated activities. To download the full PCF or industry-specific versions of the PCF as well as associated measures and benchmarking, visit www.apqc.org/pcf.

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