Business Process Classification Scheme
Source: The American Productivity and Quality Centre
- Determine customer needs and wants
- Conduct qualitative assessments
- Conduct customer interviews
- Conduct focus groups
- Conduct quantitative assessments
- Develop and implement surveys/questionnaires
- Predict customer purchasing behavior
- Measure customer satisfaction
- Monitor satisfaction with products and
services
- Monitor changes in market or customer
expectations
- Determine weaknesses of product/service
offerings
- Identify new innovations that are meeting
customer needs
- Determine customer reactions to competitive
offerings
- Monitor the external .environment
- Analyse and understand the competition
- Assess new technology innovations
- Identify social and cultural changes
- Define the business concept and organisational
strategy
- Select relevant markets
- Develop long-term vision
- Develop overall mission statement
- Design the organisational structure and
relationships between organisational units
- Develop and set organisational goals
- Develop new product/service concept and plans
- Translate customer wants and needs into
product and/or service
- Plan and deploy quality targets
- Plan and deploy cost targets
- Develop product life cycle and development
timing targets
- Develop and integrate leading technology into
product/ service concept
- Design, build, and evaluate prototype products
or services
- Develop product/service specifications
- Conduct concurrent engineering
- Implement value engineering
- Document design specifications
- Develop prototypes
- Refine existing products/services
- Develop product/service enhancements
- Eliminate quality/reliability problems
- Prepare for production
- Develop and test prototype production process
- Design and obtain necessary material and
equipment
- Manage the product/service development process
- Develop project management skills
- Market products or services to relevant
customer segments
- Develop pricing strategy
- Develop advertising strategy
- Develop market messages to communicate
benefits
- Identify specific target customers and their
needs
- Develop sale forecast
- Sell products or services
- Process customer orders
- Accept orders from customers
- Enter orders into. production and delivery
process
- Plan for and acquire necessary resources or
inputs
- Select and certify suppliers
- Purchase capital goods
- Obtain materials and supplies
- Obtain appropriate technology
- Convert resources or inputs into products
- Develop and adjust production process (for
existing process)
- Schedule production
- Move materials and resources
- Make product
- Package product
- Warehouse or store product
- Stage the product for delivery
- Deliver products
- Arrange product shipment
- Deliver products to customers
- Confirm specific service requirements for
individual customers
- Provide the service to specific customers
- Manage the production and delivery process
- Document and monitor order status
- Manage inventories
- Assure quality
- Schedule and perform maintenance
- Plan for and acquire necessary resources
- Obtain materials and supplies
- Obtain appropriate technology
- Develop human resources skills
- Define skill requirements
- Identify and implement training
- Monitor and manage skill development
- Deliver service to the customer
- Identify and schedule resources to meet
service requirements
- Provide the service to specific customers
- Ensure quality of service
- Invoice the customer
- Develop, deliver, and maintain customer
invoicing
- Invoice the customer
- Respond to invoicing esquires
- Provide after-sales service
- Provide after-sales service
- Handle warranties and claims
- Respond to customer inquiries
- Respond to information requests
- Manage customer complaints
- Create and manage human resource strategy
- Identify organisational strategic demands
- Define human resource requirements
- Define human resource's organisational role
- Ensure employee involvement
- Analyse, design, or redesign work
- Define work competencies
- Manage deployment of personnel
- Plan and forecast workforce requirements
- Develop succession and career plans
- Recruit, select and hire employees
- Create and deploy teams
- Relocate employees
- Restructure and rightsize workforce
- Provide outplacement support
- Develop and train employees
- Align employee and organisation development
needs
- Develop and manage training programmes
- Develop functional/process competencies
- Develop management/leadership competencies
- Develop team competencies
- Manage employee performance, reward and
recognition
- Define performance measures
- Develop performance management approaches and
feedback
- Manage team performance
- Develop and manage base and variable
compensation
- Manage reward and recognition programmes
- Ensure employee well-being and satisfaction
- Manage employee satisfaction
- Develop work and family support systems
- Manage and administer employee benefits
- Manage workplace health and safety
- Manage internal communications
- Manage and support workforce diversity
- Create and manage suggestion schemes
- Manage labour-management relationships
- Develop Human Resource Information Systems
(HRJS)
- Plan for information resource management
- Derive requirements from business strategies
- Plan and forecast information technologies and
methodologies
- Establish organisational data standards
- Develop and deploy organisational support
Systems
- Select information technologies
- Develop organisational support Systems
- Manage information storage and retrieval
- Establish information repositories (data
bases)
- Store information
- Modify and update information
- Enable retrieval of information
- Manage facilities and network operations
- Manage network operations
- Manage business records and documents
- Facilitate information sharing and
communication
- Manage internal communications systems
- Manage financial resources
- Develop budgets
- Manage resource allocations
- Design capital structure
- Manage cash flow
- Process finance and accounting transactions
- Process accounts payable
- Process payroll
- Process accounts receivables, credit, and
collections
- Close the books
- Report information
- Provide internal financial information
- Conduct internal audits
- Manage the tax function
- Manage physical resources
- Manage facilities
- Plan fixed asset additions
- Formulate environmental management strategy
- Ensure compliance with regulations
- Train and educate employees
- Implement pollution prevention programme
- Monitor environmental management programme
- Develop and manage environmental information
system
- Conduct environmental assessments
- Conduct environmental assessments based on
external criteria
- Conduct environmental assessments based on
internal criteria
- Communicate with shareholders
- Manage government relationships
- Develop public relations programme
- Manage supplier relationships
- Develop community relations
- Manage legal and ethical issues
- Measure organisational performance
- Create measurement systems
- Measure product and service quality
- Measure cost of quality
- Measure cost
- Measure cycle time
- Measure productivity
- Conduct quality assessments
- Conduct quality assessments based on external
criteria
- Conduct quality assessments based on internal
criteria
- Benchmark performance
- Develop benchmarking capabilities
- Conduct process benchmarking
- Conduct competitive benchmarking
- Improve processes and systems
- Create commitment for improvement
- Implement continuous process improvement
- Reengineer business processes and systems
- Manage transition to change
- Implement TQM
- Create commitment for TQM
- Design and implement TQM systems
