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Business Process Classification Scheme

Source: The Best Practice Club

1. Understand Markets and Customers

2. Develop Vision and Strategy

3. Design Product and Services

4. Market and Sell

5. Produce and Deliver for Manufacturing Oriented Organisation

6. Produce and Deliver for Service Oriented Organisation

7. Invoice and Service Customers

8. Develop and Manage Human Resources

9. Manage for Information

10. Manage Financial and Physical Resources

11. Execute Environmental Management Programme

12. Manage External Relationships

13. Manage Improvement and Change

1. Understand Markets and Customer

1. Determine customer needs and wants
   1. Conduct qualitative assessments
      1. Conduct customer interviews
      2. Conduct focus groups
      3. Conduct quantitative assessments
   2. Develop and implement surveys/questionnaires
      1. Predict customer purchasing behavior
2. Measure customer satisfaction
   1. Monitor satisfaction with products and services
3. Monitor changes in market or customer expectations
   1. Determine weaknesses of product/service offerings
   2. Identify new innovations that are meeting customer needs
   3. Determine customer reactions to competitive offerings

2. Develop Vision and Strategy

1. Monitor the external .environment
   1. Analyse and understand the competition
   2. Assess new technology innovations
   3. Identify social and cultural changes
2. Define the business concept and organisational strategy
   1. Select relevant markets
   2. Develop long-term vision
   3. Develop overall mission statement
3. Design the organisational structure and relationships between organisational units
4. Develop and set organisational goals

3. Design Product and Services

1. Develop new product/service concept and plans
   1. Translate customer wants and needs into product and/or service
   2. Plan and deploy quality targets
   3. Plan and deploy cost targets
2. Develop product life cycle and development timing targets
   1. Develop and integrate leading technology into product/ service concept
3. Design, build, and evaluate prototype products or services
   1. Develop product/service specifications
   2. Conduct concurrent engineering
   3. Implement value engineering
   4. Document design specifications
   5. Develop prototypes
4. Refine existing products/services
   1. Develop product/service enhancements
   2. Eliminate quality/reliability problems
5. Prepare for production
   1. Develop and test prototype production process
   2. Design and obtain necessary material and equipment
6. Manage the product/service development process
   1. Develop project management skills

4. Market and Sell

1. Market products or services to relevant customer segments
   1. Develop pricing strategy
   2. Develop advertising strategy
   3. Develop market messages to communicate benefits
   4. Identify specific target customers and their needs
   5. Develop sale forecast
   6. Sell products or services
2. Process customer orders
   1. Accept orders from customers
   2. Enter orders into. production and delivery process

5. Produce and Deliver for Manufacturing Oriented Organisation

1. Plan for and acquire necessary resources or inputs
   1. Select and certify suppliers
   2. Purchase capital goods
   3. Obtain materials and supplies
   4. Obtain appropriate technology
2. Convert resources or inputs into products
   1. Develop and adjust production process (for existing process)
   2. Schedule production
   3. Move materials and resources
   4. Make product
   5. Package product
   6. Warehouse or store product
   7. Stage the product for delivery
3. Deliver products
   1. Arrange product shipment
   2. Deliver products to customers
   3. Confirm specific service requirements for individual customers
   4. Provide the service to specific customers
4. Manage the production and delivery process
   1. Document and monitor order status
   2. Manage inventories
   3. Assure quality
   4. Schedule and perform maintenance

6. Produce and Deliver for Service Oriented Organisation

1. Plan for and acquire necessary resources
   1. Obtain materials and supplies
   2. Obtain appropriate technology
2. Develop human resources skills
   1. Define skill requirements
   2. Identify and implement training
   3. Monitor and manage skill development
3. Deliver service to the customer
   1. Identify and schedule resources to meet service requirements
   2. Provide the service to specific customers
4. Ensure quality of service

7. Invoice and Service Customers

1. Invoice the customer
   1. Develop, deliver, and maintain customer invoicing
   2. Invoice the customer
   3. Respond to invoicing esquires
2. Provide after-sales service
   1. Provide after-sales service
   2. Handle warranties and claims
3. Respond to customer inquiries
   1. Respond to information requests
   2. Manage customer complaints

8. Develop and Manage Human Resources

1. Create and manage human resource strategy
   1. Identify organisational strategic demands
   2. Define human resource requirements
   3. Define human resource's organisational role
2. Ensure employee involvement
   1. Analyse, design, or redesign work
   2. Define work competencies
3. Manage deployment of personnel
   1. Plan and forecast workforce requirements
   2. Develop succession and career plans
   3. Recruit, select and hire employees
   4. Create and deploy teams
   5. Relocate employees
   6. Restructure and rightsize workforce
   7. Provide outplacement support
4. Develop and train employees
   1. Align employee and organisation development needs
   2. Develop and manage training programmes
   3. Develop functional/process competencies
   4. Develop management/leadership competencies
   5. Develop team competencies
5. Manage employee performance, reward and recognition
   1. Define performance measures
   2. Develop performance management approaches and feedback
   3. Manage team performance
   4. Develop and manage base and variable compensation
   5. Manage reward and recognition programmes
6. Ensure employee well-being and satisfaction
   1. Manage employee satisfaction
   2. Develop work and family support systems
   3. Manage and administer employee benefits
   4. Manage workplace health and safety
   5. Manage internal communications
   6. Manage and support workforce diversity
7. Create and manage suggestion schemes
8. Manage labour-management relationships
9. Develop Human Resource Information Systems (HRJS)

9. Manage for Information

1. Plan for information resource management
   1. Derive requirements from business strategies
   2. Plan and forecast information technologies and methodologies
   3. Establish organisational data standards
2. Develop and deploy organisational support Systems
   1. Select information technologies
   2. Develop organisational support Systems
3. Manage information storage and retrieval
   1. Establish information repositories (data bases)
   2. Store information
   3. Modify and update information
   4. Enable retrieval of information
4. Manage facilities and network operations
   1. Manage network operations
5. Manage business records and documents
6. Facilitate information sharing and communication
   1. Manage internal communications systems

10. Manage Financial and Physical Resources

1. Manage financial resources
   1. Develop budgets
   2. Manage resource allocations
   3. Design capital structure
   4. Manage cash flow
2. Process finance and accounting transactions
   1. Process accounts payable
   2. Process payroll
   3. Process accounts receivables, credit, and collections
   4. Close the books
3. Report information
   1. Provide internal financial information
4. Conduct internal audits
5. Manage the tax function
6. Manage physical resources
   1. Manage facilities
   2. Plan fixed asset additions

11. Execute Environmental Management Programme

1. Formulate environmental management strategy
2. Ensure compliance with regulations
3. Train and educate employees
4. Implement pollution prevention programme
5. Monitor environmental management programme
6. Develop and manage environmental information system
7. Conduct environmental assessments
   1. Conduct environmental assessments based on external criteria
   2. Conduct environmental assessments based on internal criteria

12. Manage External Relationships

1. Communicate with shareholders
2. Manage government relationships
3. Develop public relations programme
4. Manage supplier relationships
5. Develop community relations
6. Manage legal and ethical issues

13. Manage Improvement and Change

1. Measure organisational performance
   1. Create measurement systems
   2. Measure product and service quality
   3. Measure cost of quality
   4. Measure cost
   5. Measure cycle time
   6. Measure productivity
2. Conduct quality assessments
   1. Conduct quality assessments based on external criteria
   2. Conduct quality assessments based on internal criteria
3. Benchmark performance
   1. Develop benchmarking capabilities
   2. Conduct process benchmarking
   3. Conduct competitive benchmarking
4. Improve processes and systems
   1. Create commitment for improvement
   2. Implement continuous process improvement
   3. Reengineer business processes and systems
   4. Manage transition to change
5. Implement TQM
   1. Create commitment for TQM
   2. Design and implement TQM systems