Marco de Clasificación de Procesos (PCF), Version 7.2.1 (2018), APQC (American Productivity & Quality Center)

Está diseñado como un marco y estándar global para ser personalizado para su uso en cualquier organización.




Grupos de Processos
1.0 Develop Vision and Strategy
1.1 Define the business concept and long-term vision
1.2 Develop business strategy
1.3 Execute and measure strategic initiatives
1.4 Develop and maintain business models
2.0 Develop and Manage Products and Services
2.1 Govern and manage product/service development program
2.2 Generate and define new product/service ideas
2.3 Develop products and services
3.0 Market and Sell Products and Services
3.1 Understand markets, customers, and capabilities
3.2 Develop marketing strategy
3.3 Develop and manage marketing plans
3.4 Develop sales strategy
3.5 Develop and manage sales plans
4.0 Deliver Physical Products
4.1 Plan for and align supply chain resources
4.2 Procure materials and services
4.3 Produce/Assemble/Test product
4.4 Manage logistics and warehousing
5.0 Deliver Services
5.1 Establish service delivery governance and strategies
5.2 Manage service delivery resources
5.3 Deliver service to customer
6.0 Manage Customer Service
6.1 Develop customer care/customer service strategy
6.2 Plan and manage customer service contacts
6.3 Service products after sales
6.4 Manage product recalls and regulatory audits
6.5 Evaluate customer service operations and customer satisfaction
7.0 Develop and Manage Human Capital
7.1 Develop and manage human resources planning, policies, and strategies
7.2 Recruit, source, and select employees
7.3 Manage employee on boarding, development, and training
7.4 Manage employee relations
7.5 Reward and retain employees
7.6 Redeploy and retire employees
7.7 Manage employee information and analytics
7.8 Manage employee communication
7.9 Deliver employee communications
8.0 Manage Information Technology (IT)
8.1 Develop and manage IT customer relationships
8.2 Develop and manage IT business strategy
8.3 Develop and manage IT resilience and risk
8.4 Manage information
8.5 Develop and manage services/solutions
8.6 Deploy services/solutions
8.7 Create and manage support services/solutions
9.0 Manage Financial Resources
9.1 Perform planning and management accounting
9.2 Perform revenue accounting
9.3 Perform general accounting and reporting
9.4 Manage fixed-asset project accounting
9.5 Process payroll
9.6 Process accounts payable and expense reimbursements
9.7 Manage treasury operations
9.8 Manage internal controls
9.9 Manage taxes
9.10 Manage international funds/consolidation
9.11 Perform global trade services
10.0 Acquire, Construct, and Manage Assets
10.1 Plan and acquire assets
10.2 Design and construct productive assets
10.3 Maintain productive assets
10.4 Dispose of assets
11.0 Manage Enterprise Risk, Compliance, Remediation, and Resiliency
11.1 Manage enterprise risk
12.0 Manage External Relationships
12.1 Build investor relationships
12.2 Manage government and industry relationships
12.3 Manage relations with board of directors
12.5 Manage public relations program
13.0 Develop and Manage Business Capabilities
13.1 Manage business processes
13.2 Manage portfolio, program, and project
13.3 Manage enterprise quality
13.4 Manage change
13.5 Develop and manage enterprise-wide knowledge management (KM) capability
13.6 Measure and benchmark
13.7 Manage environmental health and safety (EHS)
13.8 Develop, Manage, and Deliver Analytics