APQC业务流程分类框架v60.docx

P RO C E S S C L A S S I F IC AT I O N F R A M E WO R K S M

OVERVIEW

APQC’s Process Classification FrameworkSM
(PCF) is a taxonomy of cross-functional
OPERATING PROCESSES

business processes intended to allow the
1.0
Develop
>>>
2.0
Develop
>>>
3.0
Market
>>>
4.0
Deliver
>>>
5.0
Manage

objective comparison of organizational
performance within and among organizations.
Vision
and
Strategy
and Manage
Products and
Services
and Sell
Products and
Services
Products
and
Services
Customer
Service

The PCF was developed by APQC and its
member companies as an open standard

to facilitate improvement through process
MANAGEMENT AND SUPPORT SERVICES

management and benchmarking, regardless of
industry, size, or location. The PCF organizes
operating and management processes into 12
enterprise-level categories, including process
groups and more than 1,000 processes and
associated activities. The PCF, its associated
measures, and definitions are available for
download at no charge at .org/pcf.

THE FRAMEWORK FOR
PROCESS IMPROVEMENT
Experience shows that the potential of

6.0

7.0

8.0

9.0

10.0

11.0

12.0

Develop and Manage Human Capital

Manage Information Technology

Manage Financial Resources

Acquire, Construct, and Manage Assets

Manage Enterprise Risk, Compliance, and Resiliency

Manage External Relationships

Develop and Manage Business Capabilities

benchmarking to drive dramatic improvement
lies squarely in making out-of-the-box comparisons and searching for insights not typically found within intra-industry paradigms.
To enable this beneficial benchmarking, the APQC Process Classification FrameworkSM (PCF) serves as a high-level, industry-neutral
enterprise process model that allows organizations to see their business processes from a cross-industry viewpoint. The cross-
industry framework has experienced more than 15 years of creative use by thousands of organizations worldwide. The PCF provides
the foundation for the Open Standards Benchmarking CollaborativeSM (OSBC) database and the work of its advisory council of global
industry leaders. Each version of the PCF will continue to be enhanced as the OSBC database further develops definitions, processes,
and measures. The PCF and associated measures and benchmarking surveys are available for download and completion at no charge
from the Open Standards Benchmarking Collaborative Web site at .org/osbc.

HISTORY
The cross-industry Process Classification Framework was originally envisioned as a taxonomy of business processes and a common
language through which APQC member organizations could benchmark their processes. The initial design involved APQC and more
than 80 organizations with a strong interest in advancing the use of benchmarking in the United States and worldwide. Since its
inception in 1992, the PCF has seen updates to most of its content. These updates keep the framework current with the ways that
organizations do business around the world. In 2023, APQC and IBM worked together to enhance the cross-industry PCF and to
develop a number of industry-specific process classification frameworks.

Version 6.0.0-en-XI · July 2023

LOOKING FORWARD
The cross-industry and industry Process Classification
Frameworks are evolving models, which APQC will continue
to enhance and improve regularly. Thus, APQC encourages
comments, suggestions, and more importantly, the sharing of
insights from having applied the PCF within your organization.
Share your suggestions and experiences with the PCF by
e-mailing .

ABOUT APQC
An internationally recognized resource for process and
performance improvement, APQC helps organizations adapt to
rapidly changing environments, build new and better ways to
work, and succeed in a competitive marketplace. With a focus

PROCESS CLASSIFICATION FRAMEWORKSM


on productivity, knowledge management, benchmarking, and
quality improvement initiatives, APQC works with its member
organizations to identify best practices; discover effective
methods of improvement; broadly disseminate findings; and
connect individuals with one another and the knowledge,
training, and tools they need to succeed. Founded in 1977,
APQC is a member-based nonprofit serving organizations
around the world in all sectors of business, education, and
government. APQC is also a proud winner of the 2023 and
2023 North American Most Admired Knowledge Enterprises
(MAKE) awards. This award is based on a study by Teleos, a
European-based research firm, and the KNOW network.

The PCF is written in United States English language format.

TABLE OF CONTENTS

Content Organization _____________________________________________________________________________ 3
PCF Levels Explained/Number Scheming______________________________________________________________ 3

1.0
2.0
3.0
4.0
5.0
6.0
7.0
8.0
9.0
10.0
11.0
12.0
Develop Vision and Strategy _________________________________________________________________ 4
Design and Manage Products and Services ______________________________________________________ 5
Market and Sell Products and Services _________________________________________________________ 6
Deliver Products and Services _______________________________________________________________ 8
Manage Customer Service _________________________________________________________________ 10
Develop and Manage Human Capital __________________________________________________________11
Manage Information Technology_____________________________________________________________ 13
Manage Financial Resources ________________________________________________________________ 16
Acquire, Construct, and Manage Assets_______________________________________________________ 20
Manage Enterprise Risk, Compliance, and Resiliency ____________________________________________ 21
Manage External Relationships ______________________________________________________________ 22
Develop and Manage Business Capabilities ____________________________________________________ 23

Process Classification Framework (PCF) Cross-Industry Version 6.0.0 Release Notes ________________________ 26

RIGHTS AND PERMISSIONS
©2023 APQC. ALL RIGHTS RESERVED. APQC encourages the wide distribution, discussion, and use of the PCF for classifying and defining
processes. APQC grants permission for use and adaptation of the PCF for internal use. For external use, APQC grants permission for publication,
distribution, and use, provided that proper copyright acknowledgment is made to APQC. No modifications to the look or content should be made in
external venues. Please use the following text when reusing the PCF in external print or electronic content:

THE APQC PROCESS CLASSIFICATION FRAMEWORKSM (PCF)
The PCF was developed by non-profit APQC, 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 .org/pcf.

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Permission granted to photocopy for personal use. ©2023 APQC. ALL RIGHTS RESERVED.

CONTENT ORGANIZATION
Process Classification Framework: The Process Classification Framework (PCF) is an Open Standard and is administered by APQC.

PCF LEVELS EXPLAINED

Level 1—Category
1.0 Develop Vision and Strategy (10002)

Represents the highest level of process in the enterprise, such as Manage customer service, Supply chain, Financial organization, and
Human resources.

Level 2—Process Group

1.1 Define the business concept and long-term vision (10014)

Indicates the next level of processes and represents a group of processes. Perform after sales repairs, Procurement, Accounts
payable, Recruit/source, and Develop sales strategy are examples of process groups.

Level 3—Process

1.1.1 Assess the external environment (10017)

A series of interrelated activities that convert inputs into results (outputs); processes consume resources and require standards for
repeatable performance; and processes respond to control systems that direct the quality, rate, and cost of performance.

Level 4—Activity

1.1.1.1 Analyze and evaluate competition (10021)

Indicates key events performed when executing a process. Examples of activities include Receive customer requests, Resolve
customer complaints, and Negotiate purchasing contracts.

Level 5—Task

12.2.3.1.1 Identify project requirements and objectives (11117)

Tasks represent the next level of hierarchical decomposition after activities.Tasks are generally much more fine grained and may vary
widely across industries. Examples include: Create business case and obtain funding and Design recognition and reward approaches.

PROCESS ELEMENT NUMBERING SCHEME
The PCF identifies each process element using a unique 5-digit reference number following the name of the process element [i.e., (10002),
(10014), (10017), (10021), (11117), shown in the above graphic]. This number will always refer to the conceptual definition of the process
element. The actual process elements and actual definition may change, but conceptually the decomposition will remain consistent
considering the entire scope of the PCF. A new 5-digit number will be assigned to a process element if its definition substantially changes.

VERSION NUMBERING SCHEME

PCF version numbers are constructed using a “major/minor/defect” version numbering scheme, and refer to the content of
the PCF themselves, not the documents containing the PCF content.

Within a specific release of the PCF (as identified in the footer of the document; see example below), the
PCF identifies each process element with a “dotted” number, like “”.
This number is used to provide simple index to refer to specific process elements within the release only.
These numbers will change between releases as needed to reflect the current state of the model.

F OOT E R EXA M PL E:


Ve r s i o n 6 . 0 . 0 - e n - X I

This number refers to a major release (6) and a minor release (.0.0)
in the English language (en) of the cross-industry PCF (XI).

APQC may release the same version of the PCF in a number of different


This refers to the specific
release date of the document
containing this version of the PDF.

channels and at different times to address typographical errors, etc.
Changes in the document containing the PCF are identified in the “Release Notes” section (page 21).

Version 6.0.0-en-XI · July 2023


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}
}

1.0 Develop Vision and Strategy (10002)

1.1 Define the business concept and long-term vision



Develop sustainability strategy

(10014)
1.1.1 Assess the external environment (10017)
1.1.1.1 Analyze and evaluate competition
(10021)
1.1.1.2 Identify economic trends (10022)
(14189)
1.2.2.4 Develop global support and shared
services strategy (14190)
1.2.2.5 Develop lean/continuous
improvement strategy (14197)

1.1.1.3 Identify political and regulatory issues
(10023)
1.1.1.4 Assess new technology innovations
(10024)
1.1.1.5 Analyze demographics (10025)
1.1.1.6 Identify social and cultural changes
(10026)
1.1.1.7 Identify ecological concerns (10027)
1.1.2 Survey market and determine customer needs
and wants (10018)
1.1.2.1 Conduct qualitative/quantitative
assessments (10028)
1.1.2.2 Capture and assess customer needs
(10029)
1.1.3 Perform internal analysis (10019)
1.1.3.1 Analyze organizational
characteristics (10030)
1.1.3.2 Create baselines for current
processes (10031)
1.1.3.3 Analyze systems and technology
(10032)
1.1.3.4 Analyze financial positions (10033)


Select long-term business strategy (10039)
Coordinate and align functional and process
strategies (10040)
Create organizational design (structure,
governance, reporting, etc.) (10041)
1.2.5.1 Evaluate breadth and depth of
organizational structure (10049)
1.2.5.2 Perform job-specific roles mapping
and value-added analyses (10050)
1.2.5.3 Develop role activity diagrams to
assess hand-off activity (10051)
1.2.5.4 Perform organization redesign
workshops (10052)
1.2.5.5 Design the relationships between
organizational units (10053)
1.2.5.6 Develop role analysis and activity
diagrams for key processes (10054)
1.2.5.7 Assess organizational implication of
feasible alternatives (10055)
1.2.5.8 Migrate to new organization (10056)
Develop and set organizational goals (10042)
Formulate business unit strategies (10043)

4
1.1.3.5 Identify enterprise core competencies
(10034)
1.1.4 Establish strategic vision (10020)
1.1.4.1 Align stakeholders around strategic
vision (10035)
1.1.4.2 Communicate strategic vision to
stakeholders (10036)
1.2 Develop business strategy (10015)
1.2.1 Develop overall mission statement (10037)
1.2.1.1 Define current business (10044)
1.2.1.2 Formulate mission (10045)
1.2.1.3 Communicate mission (10046)
1.2.2 Evaluate strategic options to achieve the
objectives (10038)
1.2.2.1 Define strategic options (10047)
1.2.2.2 Assess and analyze impact of each
option (10048)
1.3 Manage strategic initiatives (10016)
1.3.1 Develop strategic initiatives (10057)
1.3.2 Evaluate strategic initiatives (10058)
1.3.3 Select strategic initiatives (10059)
1.3.4 Establish high-level measures (10060)

Permission granted to photocopy for personal use. ©2023 APQC. ALL RIGHTS RESERVED.

2.0 Develop and Manage Products and Services (10003)

2.1 Manage product and service portfolio (10061)



Conduct mandatory and elective

2.1.1 Evaluate performance of existing products/
services against market opportunities (10063)
2.1.2 Define product/service development
requirements (10064)
2.1.2.1 Identify potential improvements to
existing products and services (10068)
2.1.2.2 Identify potential new products and
services (10069)
2.1.3 Perform discovery research (10065)
2.1.3.1 Identify new technologies (10070)
2.1.3.2 Develop new technologies (10071)
2.1.3.3 Assess feasibility of integrating new
leading technologies into product/
service concepts (10072)
2.1.4 Confirm alignment of product/service concepts
with business strategy (10066)
2.1.4.1 Plan and develop cost and quality
targets (1007