跨行业流程分类框架2017年v710

Version7.1.0-en-XI•August20171OVERVIEWCrossIndustryProcessClassificationFramework®(PCF)isataxonomyofcross-functionalbusinessprocessesintendedtoallowtheobjectivecomparisonoforganizationalperformancewithinandamongorganizations.ThePCFwasdevelopedbyAPQCanditsmembercompaniesasanopenstandardtofacilitateimprovementthroughprocessmanagementandbenchmarking,regardlessofindustry,size,orlocation.ThePCForganizesoperatingandmanagementprocessesinto13enterprise-levelcategories,includingprocessgroupsandmorethan1,000processesandassociatedactivities.ThePCF,itsassociatedmeasures,anddefinitionsareavailablefordownloadatnochargeat(PCF)®servesasahigh-level,industry-neutralenterpriseprocessmodelthatallowsorganizationstoseetheirbusinessprocessesfromacross-industryviewpoint.Thecross-industryframeworkhasexperiencedmorethan20yearsofcreativeusebythousandsoforganizationsworldwide.ThePCFprovidesthefoundationforAPQC’sOpenStandardsBenchmarking®(OSB)databaseandtheworkofitsadvisorycouncilofglobalindustryleaders.EachversionofthePCFwillcontinuetobeenhancedastheOSBdatabasefurtherdevelopsdefinitions,processes,andmeasures.ThePCFandassociatedmeasuresandbenchmarkingsurveysareavailablefordownloadfromtheOpenStandardsBenchmarkingwebsiteat®wasoriginallyenvisionedasataxonomyofbusinessprocessesandacommonlanguagethroughwhichAPQCmemberorganizationscouldbenchmarktheirprocesses.TheinitialdesigninvolvedAPQCandmorethan80organizationswithastronginterestinadvancingtheuseofbenchmarkingintheUnitedStatesandworldwide.Sinceitsinceptionin1992,thePCFhasseenupdatestomostofitscontent.Theseupdateskeeptheframeworkcurrentwiththewaysthatorganizationsdobusinessaroundtheworld.In2014,APQCworkedtoenhancethecross-industryPCFandupdatedanumberofindustry-specificprocessclassificationframeworks.CROSSINDUSTRYPROCESSCLASSIFICATIONFRAMEWORK®Version7.1.0ThePCFiswritteninUnitedStatesEnglishlanguageformat.2.0DevelopandManageProductsandServices3.0MarketandSellProductsandServices4.0DeliverPhysicalProducts5.0DeliverServices6.0ManageCustomerService1.0DevelopVisionandStrategyOPERATINGPROCESSESMANAGEMENTANDSUPPORTSERVICES7.0DevelopandManageHumanCapital8.0ManageInformationTechnology9.0ManageFinancialResources10.0Acquire,Construct,andManageAssets11.0ManageEnterpriseRisk,Compliance,Remediation,andResiliency12.0ManageExternalRelationships13.0DevelopandManageBusinessCapabilities2Permissiongrantedtophotocopyforpersonaluse.©2016APQC.ALLRIGHTSRESERVED.PROCESSCLASSIFICATIONFRAMEWORK®TABLEOFCONTENTSCOPYRIGHTANDATTRIBUTION©2016APQC.ALLRIGHTSRESERVED.ThisProcessClassificationFramework®(“PCF”)isthecopyrightedintellectualpropertyofAPQC.APQCencouragesthewidedistribution,discussion,anduseofthePCFforclassifyinganddefiningorganizationalprocesses.Accordingly,APQCherebygrantsyouaperpetual,worldwide,royalty-freelicensetouse,copy,publish,modify,andcreatederivativeworksofthePCF,providedthatallcopiesofthePCFandanyderivativeworkscontainthefollowingattribution:ThisAPQCProcessClassificationFramework®(“PCF”)isanopenstandarddevelopedbyAPQC,anonprofitthatpromotesbenchmarkingandbestpracticesworldwide.ThePCFisintendedtofacilitateorganizationalimprovementthroughprocessmanagementandbenchmarking,regardlessofindustry,size,orgeography.TodownloadthefullPCForindustry-specificversionsofthePCF,aswellasassociatedmeasuresandbenchmarking,[e-mail]lyrecognizedresourceforprocessandperformanceimprovement,APQChelpsorganizationsadapttorapidlychangingenvironments,buildnewandbetterwaystowork,andsucceedinacompetitivemarketplace.Withafocusonproductivity,knowledgemanagement,benchmarking,andqualityimprovementinitiatives,APQCworkswithitsmemberorganizationstoidentifybestpractices;discovereffectivemethodsofimprovement;broadlydisseminatefindings;andconnectindividualswithoneanotherandtheknowledge,training,andtoolstheyneedtosucceed.Foundedin1977,APQCisamember-basednonprofitservingorganizationsaroundtheworldinallsectorsofbusiness,education,andgovernment.APQCisalsoaproudwinnerofthe2003,2004,2008,2012,and2013NorthAmericanMostAdmiredKnowledgeEnterprises(MAKE)awards.ThisawardisbasedonastudybyTeleos,aEuropean-basedresearchfirm,andtheKNOWnetwork.Version7.1.0-en-XI•August20173ThePCFidentifieseachprocesselementusingaunique5-digitreferencenumberfollowingthenameoftheprocesselement.[i.e.,(16437),(17060),