APQC 流程分类框架-制药 Ver 5[1].0.1

Version5.0.1-en-PHARM�July20081PHARMACEUTICALPROCESSCLASSIFICATIONFRAMEWORKSMTHEPHARMACEUTICALPROCESSCLASSIFICATIONFRAMEWORKBasedontherenownedProcessClassificationFrameworkSM(PCF),ataxonomyofcross-functionalbusinessprocessesintendedtoallowobjectivecomparisonofperformancewithinandamongorganizations,andthesupportofIBM,thisindustryPCFenablesmoreindustryapplicablecontentbyoutlininganddefiningprocessesandactivitiesspecifictothePharmaceuticalindustry.Thisallowsorganizationstochoosetheframeworkmostrelevanttothespecificprocessimprovementneed,whetheritbebenchmarkingwithinoracrossindustries,businessprocessmanagement/re-engineering,orcontentmanagement.Thecross-industryPCFandindustryPCFsareavailableontheAPQCwebsiteatnocharge.IBMprovidedthesubjectmatterexpertiseandintellectualpropertytocreatetheindustryspecificbusinessprocessclassificationframeworks,aspartoftheIBM’scontinuingleadershipinthepromotionofopenstandardstohelporganizationsevaluateandmeasurebusinessprocessesatanindustrylevel.THEFRAMEWORKFORPROCESSIMPROVEMENTExperienceshowsthatthepotentialofbenchmarkingtodrivedramaticimprovementliessquarelyinmakingout-of-the-boxcomparisonsandsearchingforinsightsnottypicallyfoundwithinintra-industryparadigms.Toenablethisbeneficialbenchmarking,theAPQCProcessClassificationFrameworkSM(PCF)servesasahigh-level,industry-neutralenterpriseprocessmodelthatallowsorganizationstoseetheirbusinessprocessesfromacross-industryviewpoint.Thecross-industryframeworkhasexperiencedmorethan15yearsofcreativeusebythousandsoforganizationsworldwide.ThePCFprovidesthefoundationforAPQC’sOpenStandardsBenchmarkingSMdatabaseofperformancemetrics,thelargestofitskindintheworld.ThePCFwillcontinuetobeenhancedasthedatabasefurtherdevelopsdefinitions,processes,andmeasures.ThePCF,associatedmeasures,anddefinitionsareavailablefordownloadatnochargeat©2008APQC©2008IBMInterpretingthePCF______________________________________________________________________________3Overview_______________________________________________________________________________________41.0DevelopVisionandStrategy___________________________________________________________________42.0DevelopandManageProductsandServices______________________________________________________53.0MarketandSellProductsandServices__________________________________________________________64.0DeliverProductsandServices_________________________________________________________________75.0ManageCustomerService___________________________________________________________________106.0DevelopandManageHumanCapital____________________________________________________________117.0ManageInformationTechnology______________________________________________________________138.0ManageFinancialResources__________________________________________________________________169.0Acquire,Construct,andManageProperty______________________________________________________1910.0ManageEnvironmentalHealthandSafety(EHS)__________________________________________________2011.0ManageExternalRelationships________________________________________________________________2112.0ManageKnowledge,Improvement,andChange__________________________________________________22PROCESSCLASSIFICATIONFRAMEWORKTABLEOFCONTENTSLOOKINGFORWARDThecrossindustryandindustryProcessClassificationFrameworksareevolvingmodels,whichAPQCwillcontinuetoenhanceandimproveregularly.Thus,APQCencouragescomments,suggestions,andmoreimportantly,thesharingofinsightsfromhavingappliedthePCFwithinyourorganization.Sha[e-mail]lyrecognizedresourceforprocessandperformanceimprovement,APQChelpsorganizationsadapttorapidlychangingenvironments,buildnewandbetterwaystowork,andsucceedinacompetitivemarketplace.Withafocusonproductivity,knowledgemanagement,benchmarking,andqualityimprovementinitiatives,APQCworkswithitsmemberorganizationstoidentifybestpractices;discovereffectivemethodsofimprovement;broadlydisseminatefindings;andconnectindividualswithoneanotherandtheknowledge,training,andtoolstheyneedtosucceed.Foundedin1977,APQCisamember-basednonprofitservingorganizationsaroundtheworldinallsectorsofbusiness,education,andgovernment.APQCisalsoaproudwinnerofthe2003and2004NorthAmericanMostAdmiredKnowledgeEnterprises(MAKE)awards.Thisawar