APQC (American Productivity & Quality Center)

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1. APQC
ID: 6

It is designed as a framework and global standard to be customized for use in any

organization. Thus, the PCF does not list all processes within a specific organization, and
every process listed in the framework does not exist in all organizations.
2. Cross Industry Business Process Diagram
ID: 14

Cross Industry Process Classification Framework® (PCF) is a taxonomy of crossfunctional

business processes intended to allow the objective comparison of organizational performance
within and among organizations. The PCF was developed by APQC and its member
companies as an open standard to facilitate improvement through process management and
benchmarking, regardless of industry, size, or location. The PCF organizes operating and
management processes into 13 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 www. apqc.org/pcf

3. 1.0 Develop Vision and Strategy

ID: BP35
Establishing a direction and vision for an organization. This involves defining the business
concept and long-term vision, as well as developing the business strategy and managing
strategic initiatives. Processes in this category focus on creating a vision, a mission, and
strategic objectives, and culminate in creating measures to ensure that the organization is
moving in the desired direction.
 4. 2.0 Develop and Manage Products and Services
ID: BP36
Detailing practices and procedures related to the concept of developing and managing
products and services. These are reflected in the process groups Govern and manage
product/service development program [19696], Generate and define new product/service
ideas [19698], and Develop products and services [10062].

5. 3.0 Market and Sell Products and Services

ID: BP37
Outlining process groups related to understanding markets, customers, and capabilities;
developing marketing strategies; executing marketing plans; developing sales strategies;
developing and managing marketing plans; and managing sales partners and alliances.

6. 4.0 Manage Supply Chain for Physical Products

ID: BP38
Performing supply chain activities include planning supply chain, procuring materials and
services, and managing logistics.

7. 5.0 Deliver Services

ID: BP39
Offering services to customers. This is the act of providing service delivery as a core
business practice and covers identifying strategies for performing service delivery, managing
resources, and delivering services to the customer.

8. 6.0 Manage Customer Service

ID: BP40
Managing customers before and after the delivery of services. This includes developing and
planning customer service practices with an eye on steering processes relating to inquiries
after sales, feedback, warranties, and recalls.

9. 7.0 Develop and Manage Human Capital

ID: BP41
Delivering processes traditionally defined as "human resources". Process groups include
those related to developing and maintaining workforce strategy, recruiting employees,
developing and counseling employees, managing employee relations, rewarding and retaining
employees, redeploying and retiring employees, managing employee information, and
managing employee communications.
 10. 8.0 Manage Information Technology (IT)
ID: BP42
Managing process groups relevant to the business of information technology within an
organization. The process groups include "Develop and manage IT customer relationships",
"Develop and manage IT business strategy", " Develop and manage IT resilience and risk", "
Manage information", " Develop and manage services/solutions", "Deploy services/solutions",
and " Create and manage support services/solutions".

11. 9.0 Manage Financial Resources

ID: BP43
Overseeing key back-office processes for organizations. This category includes process
groups related to planning and management accounting, revenue accounting, general
accounting and reporting, fixed-asset project accounting, payroll, accounts payable
and expense reimbursements, treasury operations, internal controls, tax management,
international funds/consolidation, and global trade services.

12. 10.0 Acquire, Construct, and Manage Assets

ID: BP44
Relating to the design, construction, acquisition, and management of both productive and
non-productive assets.

13. 11.0 Manage Enterprise Risk, Compliance, Remediation, and

Resiliency
ID: BP45
Ensuring that an organization effectively manages its risk. Process groups are aligned with
traditional risk management activities.

14. 12.0 Manage External Relationships

ID: BP46
Fostering external relationships with stakeholders of the entity, including investors,
government and industry, the board of directors, and the general public. This is not related to
customer management.

15. 13.0 Develop and Manage Business Capabilities

ID: BP47
Performing activities by an organization that are fundamental to the successful operation
of the organization, even across functions in a business. Capabilities defined in the PCF
include business process management; portfolio, program, and project management;
quality management; change management; benchmarking; environmental health and safety
management; and knowledge management.