A 50-person company runs on about a thousand repeating processes

Develop sales forecast

• Gather current and historic order information
• Analyze sales trends and patterns
• Generate sales forecast
• Analyze historical and planned promotions and events

Develop sales partner/alliance relationships

• Identify alliance opportunities
• Design alliance programs and methods for selecting and managing relationships
• Select alliances
• Develop customer trade strategy and customer objectives/targets
• Define trade programs and funding options
• Conduct planning activities for major trade customers
• Develop partner and alliance management strategies
• Establish partner and alliance management goals
• Establish partner and alliance agreements
• Develop promotional and category management calendars (trade marketing calendars)
• Create strategic and tactical sales plans by customer
• Communicate planning information to customer teams

Establish overall sales budgets

• Calculate product market share
• Calculate product revenue
• Determine variable costs
• Determine overhead and fixed costs
• Calculate net profit
• Create budget

Manage leads/opportunities

• Identify potential customers
• Identify/receive leads/opportunities
• Validate and qualify leads/opportunities
• Match opportunities to business strategy
• Develop opportunity win plans
• Manage opportunity pipeline
• Determine sales resource allocation
• Manage customer sales calls

Manage customers and accounts

• Select key customers/accounts
• Develop sales/key account plan
• Manage sales/key account plan
• Manage customer relationships
• Manage customer master data

Develop and manage sales proposals, bids, and quotes

• Receive Request For Proposal (RFP)/Request For Quote (RFQ)
• Refine customer requirements
• Review RFP/RFQ request
• Perform competitive analysis
• Validate with strategy/business plans
• Understand customer business and requirements
• Develop solution and delivery approach
• Identify staffing requirements
• Develop pricing and scheduling estimates
• Conduct profitability analysis
• Manage internal reviews
• Manage internal approvals
• Submit/present bid/proposal/quote to customer
• Revise bid/proposal/quote
• Manage notification outcome

Manage sales orders

• Accept and validate sales orders
• Collect and maintain account information
• Determine availability
• Determine fulfillment process
• Process back orders and updates
• Handle sales order inquiries including post-order fulfillment transactions

Manage sales partners and alliances

• Provide sales and product/service training to sales partners/alliances
• Provide marketing materials to sales partners/alliances
• Evaluate partner/alliance results
• Manage sales partner/alliance master data

Perform customer and market intelligence analysis

• Conduct customer and market research
• Identify market segments
• Analyze market and industry trends
• Analyze competing organizations, competitive/substitute products/services
• Evaluate existing products/services
• Assess internal and external business environment

Evaluate and prioritize market opportunities

• Quantify market opportunities
• Determine target segments
• Prioritize opportunities consistent with capabilities and overall business strategy
• Validate opportunities

Define offering and customer value proposition

• Define offering and positioning
• Develop value proposition including brand positioning for target segments
• Validate value proposition with target segments
• Develop new branding

Define pricing strategy

• Conduct pricing analysis
• Establish guidelines for applying pricing and discounting of products/services
• Establish pricing targets
• Approve pricing strategies/policies and targets

Define and manage channel strategy

• Determine channels to be supported
• Establish channel objectives
• Determine channel role and fit with target segments
• Select channels for target segments
• Identify required channel capabilities
• Evaluate channel attributes and potential partners
• Orchestrate seamless customer experience across supported channels
• Develop and manage execution roadmap

Analyze and manage channel performance

• Establish channel-specific measures and targets
• Monitor and report performance
• Monitor and report events influencing factors
• Analyze channel performance
• Develop plan for channel improvements

Develop marketing communication strategy

• Develop customer communication calendar
• Define public relations (PR) strategy
• Define direct marketing strategy
• Define internal marketing communication strategy
• Identify new media for marketing communication
• Define new media communication strategy
• Define point of sale (POS) communication strategy
• Define communication guidelines and mechanisms

Design and manage customer loyalty program

• Define customer loyalty program
• Acquire members to customer loyalty program
• Build engagement and relationship with members
• Monitor customer loyalty program benefits to the enterprise and the customer
• Optimize loyalty program value to both the enterprise and the customer

Establish marketing budgets

• Confirm marketing alignment to business strategy
• Determine costs of marketing
• Create marketing budget
• Determine projected ROI for marketing investment

Develop and manage pricing

• Understand resource requirements for each product/service and delivery channel/method
• Determine corporate incentives
• Determine pricing based on volume/unit forecast
• Execute pricing plan
• Evaluate pricing performance
• Refine pricing as needed
• Implement promotional pricing programs
• Implement other retail pricing programs
• Communicate and implement price changes
• Achieve regulatory approval for pricing

Develop and manage promotional activities

• Define promotional concepts and objectives
• Develop marketing messages
• Define target audience
• Plan and test promotional activities
• Execute promotional activities
• Evaluate promotional performance metrics
• Refine promotional performance metrics
• Incorporate learning into future/planned consumer promotions

Track customer management measures

• Determine customer lifetime value
• Analyze customer revenue trend
• Analyze customer attrition and retention rates
• Analyze customer metrics
• Revise customer strategies, objectives, and plans based on metrics

Analyze and respond to customer insight

• Monitor and respond to social media activity
• Analyze customer website activity
• Analyze customer purchase patterns
• Develop business rules to provide personalized offers
• Monitor effectiveness of personalized offers and adjust offers accordingly

Develop and manage packaging strategy

• Plan packaging strategy
• Test packaging options
• Execute packaging strategy
• Refine packaging

Manage product marketing material

• Manage product images
• Manage product copy

Define warranty claims

• Determine and document warranty policies
• Create and manage warranty rules/claim codes for products
• Agree on warranty responsibilities with suppliers
• Define warranty related offerings for customers
• Communicate warranty policies and offerings

Plan and manage customer service work force

• Forecast volume of customer service contacts
• Schedule customer service work force
• Track work force utilization
• Monitor and evaluate quality of customer interactions with customer service representatives

Manage customer service problems, requests, and inquiries

• Receive customer problems, requests, and inquiries
• Analyze problems, requests, and inquiries
• Resolve customer problems, requests, and inquiries
• Respond to customer problems, requests, and inquiries
• Identify and capture upsell/cross-sell opportunities
• Deliver opportunity to sales team

Manage customer complaints

• Receive customer complaints
• Route customer complaints
• Resolve customer complaints
• Respond to customer complaints
• Analyze customer complaints and response/redressal

Process returns

• Authorize return
• Process return and record reason

Process warranty claims

• Receive warranty claim
• Validate warranty claim
• Investigate warranty issues
• Determine responsible party
• Manage pre-authorizations
• Approve or reject warranty claim
• Notify originator of approve/reject decision
• Authorize payment
• Close claim
• Reconcile warranty transaction disposition

Manage supplier recovery

• Create supplier recovery claims
• Negotiate recoveries with suppliers

Service products

• Confirm specific service requirements for individual customer
• Identify and schedule resources to meet service requirements
• Provide service to specific customers
• Ensure quality of service

Measure customer satisfaction with customer problems, requests, and inquiries handling

• Solicit customer feedback on customer service experience
• Analyze customer service data and identify improvement opportunities
• Provide customer feedback to product management on customer service experience

Measure customer satisfaction with customer-complaint handling and resolution

• Solicit customer feedback on complaint handling and resolution
• Analyze customer complaint data and identify improvement opportunities
• Identify common customer complaints

Measure customer satisfaction with products and services

• Gather and solicit post-sale customer feedback on products and services
• Solicit post-sale customer feedback on ad effectiveness
• Solicit customer feedback on cross-channel experience
• Analyze product and service satisfaction data and identify improvement opportunities
• Provide feedback and insights to appropriate teams (product design/development, marketing, manufacturing)

Evaluate and manage warranty performance

• Measure customer satisfaction with warranty handling and resolution
• Monitor and report on warranty management metrics
• Identify improvement opportunities
• Identify opportunities to eliminate warranty waste
• Investigate fraudulent claims

Manage product and service portfolio

• Evaluate performance of existing products/services against market opportunities
• Confirm alignment of product/service concepts with business strategy
• Prioritize and select new product/service concepts
• Plan and develop cost and quality targets
• Specify development timing targets
• Plan for product/service offering modifications

Manage product and service life cycle

• Develop plan for new product/service development and introduction/launch
• Introduce new products/services
• Retire outdated products/services
• Identify and refine performance indicators
• Conduct post launch review

Manage patents, copyrights, and regulatory requirements

• Conduct mandatory and elective reviews
• Review infringement of patents and copyrights
• Determine patent and copyright needs
• Define product technical documentation management requirements
• Manage regulatory requirements

Manage product and service master data

• Manage materials master lists
• Manage bills of material
• Manage routings
• Manage specifications
• Manage drawings
• Manage product/material classification
• Develop and maintain quality/inspection documents
• Maintain process specification data
• Manage traceability data
• Review and approve data access requests

Perform discovery research

• Identify new technologies
• Develop new technologies
• Assess feasibility of integrating new leading technologies into product/service concepts

Generate new product/service concepts

• Gather new product/service ideas and requirements
• Analyze new product/service ideas and requirements
• Evaluate new product/service inputs and requirements
• Formulate new product/service concepts
• Identify potential improvements to existing products and services

Define product/service development requirements

• Define product/service requirements
• Define post launch support model
• Identify product/service bundling opportunities

Design and prototype products and services

• Assign resources to product/service project
• Prepare high-level business case and technical assessment
• Develop product/service design specifications
• Develop user experience design specifications
• Provide warranty-related recommendations
• Document design specifications
• Conduct mandatory and elective external reviews
• Design products/services
• Build prototypes/proof of concepts
• Develop and test prototype production and/or service delivery process
• Eliminate quality and reliability problems
• Conduct in-house product/service testing and evaluate feasibility
• Identify design/development performance indicators
• Collaborate on design with suppliers and external partners

Test market for new or revised products and services

• Prepare detailed market study
• Conduct customer tests and interviews
• Finalize product/service characteristics and business cases
• Finalize technical requirements

Prepare for production/service delivery

• Design and obtain necessary capabilities/materials and equipment
• Identify requirements for changes to manufacturing/delivery processes
• Request engineering/process change
• Install and validate production/service delivery process
• Validate launch procedures

Schedule production

• Model and simulate plant
• Generate line level plan
• Generate detailed schedule
• Schedule production orders and create lots
• Plan for preventive maintenance
• Request unplanned maintenance
• Release production orders and create lots

Produce/Assemble product

• Manage raw material inventory
• Execute detailed line schedule
• Report maintenance issues
• Rerun defective items
• Monitor and optimize production process
• Assess production performance

Perform quality testing

• Calibrate test equipment
• Perform testing using the standard testing procedure
• Manage quality samples
• Record test results
• Track and analyze non-conformance trends
• Perform root cause analysis

Maintain production records and manage lot traceability

• Determine lot numbering system
• Determine lot use

Establish service delivery governance

• Set up and maintain service delivery governance and management system
• Manage service delivery performance
• Manage service delivery development and direction
• Solicit feedback from customer on service delivery satisfaction

Develop service delivery strategies

• Define service delivery goals
• Define labor policies
• Evaluate resource availability
• Define service delivery network and supply constraints
• Define service delivery process
• Review and validate service delivery procedures
• Define service delivery workplace layout and infrastructure

Manage service delivery resource demand

• Monitor pipeline
• Develop baseline forecasts
• Collaborate with customers
• Develop consensus forecast
• Determine availability of skills to deliver on current and forecast customer orders
• Monitor activity against forecast and revise forecast
• Evaluate and revise forecasting approach
• Measure forecast accuracy

Create and manage resource plan

• Define and manage skills taxonomy
• Create resource plan
• Match resource demand with capacity, skills, and capabilities
• Collaborate with suppliers and partners to supplement skills and capabilities
• Identify critical resources and supplier capacity
• Monitor and manage resource capacity and availability

Enable service delivery resources

• Develop service delivery training plan
• Develop training materials
• Manage training schedule
• Deliver operations training
• Deliver technical training
• Perform skill and capability testing
• Evaluate training effectiveness

Initiate service delivery

• Review contract and agreed terms
• Understand customer requirements and define refine approach
• Modify/revise and approve project plan
• Review customer business objectives
• Confirm environmental readiness
• Identify, select, and assign resources
• Plan for service delivery

Execute service delivery

• Analyze environment and customer needs
• Define solution
• Validate solution
• Identify changes
• Obtain approval to proceed
• Make build/buy solution
• Deploy solution

Complete service delivery

• Conduct service delivery/project review and evaluate success
• Complete/finalize financial management activities
• Confirm delivery according to contract terms
• Release resources
• Manage service delivery completion
• Harvest knowledge
• Archive records and update systems

Develop property strategy and long term vision

• Confirm alignment of property requirements with business strategy
• Appraise the external environment
• Determine build, buy, or lease decision

Plan facility

• Design facility
• Analyze budget
• Select property
• Negotiate terms for facility
• Manage construction or modification to building

Provide workspace and facilities

• Acquire workspace and facilities
• Change fit/form/function of workspace and facilities

Manage facilities operations

• Relocate people
• Relocate material and tools

Manage capital program for assets

• Define capital investment plan
• Monitor capital program
• Secure construction financing

Design and plan asset construction

• Develop construction strategy
• Perform construction performance management
• Obtain construction permissions
• Design assets
• Plan construction resources

Schedule and perform construction work

• Schedule construction work
• Obtain resources
• Construct new assets
• Augment existing assets
• Renew/Replace assets

Manage asset construction

• Monitor work performance
• Undertake construction quality control
• Create work and asset records
• Manage safety, security, and access to sites

Plan asset maintenance

• Develop maintenance strategies
• Analyze assets and predict maintenance requirements
• Specify maintenance policies
• Integrate preventive maintenance into operations schedule
• Identify work management tasks & priorities
• Conduct resource planning
• Create work plans

Manage asset maintenance

• Schedule maintenance work
• Obtain required resources
• Undertake quality control
• Update work and asset records
• Manage maintenance work safety
• Define maintenance performance targets
• Monitor maintenance performance against targets/contracts

Perform asset maintenance

• Perform preventative asset maintenance
• Perform routine asset maintenance
• Perform corrective asset maintenance and repairs
• Identify unplanned maintenance requirements
• Perform unplanned maintenance and repairs

Develop exit strategy

• Monitor useful life of assets
• Perform cost vs. benefit analysis for replacement

Perform abandonment

• Demolish and secure
• Restore site
• Monitor site for duration of time required by regulators
• Prepare handover to new operator or landowner

Perform waste and hazardous goods management

• Maintain material safety data sheets
• Maintain awareness of and communicate regulatory requirements
• Maintain hazardous material handling and disposal
• Manage compliance audits
• Recognize need to disposition hazardous materials/waste
• Determine disposition and associated processing
• Manage disposition, disposal, reprocessing activities
• Manage documentation and reporting

Establish and maintain process management governance

• Define and manage governance approach
• Establish and maintain process tools and templates
• Assign and support process ownership
• Perform process governance activities

Define and manage process frameworks

• Establish and maintain process framework
• Identify cross-functional processes

Define processes

• Scope processes
• Analyze processes
• Identify and denote process control points
• Model and document processes
• Publish processes

Manage process performance

• Provide process training
• Support process execution
• Measure and report process performance

Improve processes

• Identify and select improvement opportunities
• Select process improvement methodology
• Manage improvement projects
• Perform continuous improvement activities

Manage portfolio

• Establish portfolio strategy
• Define portfolio governance
• Monitor and control portfolio

Manage programs

• Establish program structure and approach
• Manage program stakeholders and partners
• Manage program execution
• Review and report program performance

Manage projects

• Establish project scope
• Identify appropriate project management methodologies
• Develop project plans
• Execute projects
• Review and report project performance
• Close projects

Establish quality requirements

• Define critical-to-quality characteristics
• Define preventive quality activities
• Develop quality controls
• Prove capability to assess compliance with requirements
• Finalize quality plan

Evaluate performance to requirements

• Test against quality plan
• Assess results of tests

Manage non-conformance

• Assess potential impact
• Determine immediate action(s)
• Identify root cause(s)
• Take corrective or preventative action
• Close non-conformance

Implement and maintain the enterprise quality management system (EQMS)

• Define the quality strategy
• Plan and deploy the EQMS scope, targets, and goals
• Identify core EQMS processes, controls, and metrics
• Develop and document EQMS policies, procedures, standards, and measures
• Assess the EQMS performance
• Create environment and capability for EQMS improvement(s)

Determine environmental health and safety impacts

• Evaluate environmental impact of products, services, and operations
• Conduct health and safety and environmental audits

Develop EHS program

• Identify regulatory and stakeholder requirements
• Assess future risks and opportunities
• Create EHS policy
• Record and manage EHS events

Monitor and manage EHS program

• Manage EHS costs and benefits
• Measure and report EHS performance
• Implement emergency response program
• Implement pollution prevention program
• Train and educate functional employees
• Provide EHS support

Perform planning/budgeting/forecasting

• Develop and maintain budget policies and procedures
• Prepare periodic budgets and plans
• Operationalize and implement plans to achieve budget
• Prepare periodic financial forecasts
• Perform variance analysis against forecasts and budgets

Perform cost accounting and control

• Perform inventory accounting
• Perform profit center accounting
• Perform cost of sales analysis
• Perform product costing
• Perform variance analysis
• Report on profitability

Perform cost management

• Determine key cost drivers
• Measure cost drivers
• Determine critical activities
• Manage asset resource deployment and utilization

Evaluate and manage financial performance

• Assess customer and product profitability
• Evaluate new products
• Perform life cycle costing
• Optimize customer and product mix
• Track performance of new-customer and product strategies
• Prepare activity-based performance measures
• Manage continuous cost improvement

Process customer credit

• Establish credit policies
• Analyze/Approve new account applications
• Analyze credit scoring history
• Forecast credit scoring requirement
• Review existing accounts
• Produce credit/collection reports
• Reinstate or suspend accounts based on credit policies

Invoice customer

• Maintain customer/product master files
• Generate customer billing data
• Transmit billing data to customers
• Post receivable entries
• Resolve customer billing inquiries

Process accounts receivable (AR)

• Establish AR policies
• Receive/Deposit customer payments
• Apply cash remittances
• Prepare AR reports
• Post AR activity to the general ledger

Manage and process collections

• Establish policies for delinquent accounts
• Analyze delinquent account balances
• Correspond/Negotiate with delinquent accounts
• Discuss account resolution with internal parties
• Process adjustments/write off balances
• Perform recovery workout
• Manage default accounts

Manage and process adjustments/deductions

• Establish policies/procedures for adjustments
• Analyze adjustments
• Correspond/Negotiate with customer
• Discuss resolution with internal parties
• Prepare chargeback invoices
• Process related entries

Manage financial policies and procedures

• Negotiate service-level agreements
• Establish accounting policies
• Publish accounting policies
• Set and enforce approval limits
• Establish common financial systems

Perform general accounting

• Maintain chart of accounts
• Process journal entries
• Process allocations
• Process period end adjustments
• Post and reconcile intercompany transactions
• Reconcile general ledger accounts
• Perform consolidations and process eliminations
• Prepare trial balance
• Prepare and post management adjustments

Perform fixed-asset accounting

• Establish fixed-asset policies and procedures
• Maintain fixed-asset master data files
• Process and record fixed-asset additions and retires
• Process and record fixed-asset adjustments, enhancements, revaluations, and transfers
• Process and record fixed-asset maintenance and repair expenses
• Calculate and record depreciation expense
• Reconcile fixed-asset ledger
• Track fixed-assets including physical inventory
• Provide fixed-asset data to support tax, statutory, and regulatory reporting

Perform financial reporting

• Prepare business unit financial statements
• Prepare consolidated financial statements
• Perform business unit reporting/review management reports
• Perform consolidated reporting/review of cost management reports
• Prepare statements for board review
• Produce quarterly/annual filings and shareholder reports
• Produce regulatory reports
• Perform legal and management consolidation

Perform capital planning and project approval

• Develop capital investment policies and procedures
• Develop and approve capital expenditure plans and budgets
• Review and approve capital projects and fixed-asset acquisitions
• Conduct financial justification for project approval

Perform capital project accounting

• Create project account codes
• Record project-related transactions
• Monitor and track capital projects and budget spending
• Close/capitalize projects
• Measure financial returns on completed capital projects

Report time

• Establish policies and procedures
• Collect and record employee time worked
• Analyze and report paid and unpaid leave
• Monitor regular, overtime, and other hours
• Analyze and report employee utilization

Manage pay

• Enter employee time worked into payroll system
• Maintain and administer employee earnings information
• Maintain and administer applicable deductions
• Monitor changes in tax status of employees
• Process and distribute payments
• Process and distribute manual checks
• Process period-end adjustments
• Respond to employee payroll inquiries

Manage and process payroll taxes

• Develop tax plan
• Manage tax plan
• Calculate and pay applicable payroll taxes
• Produce and distribute employee annual tax statements
• File regulatory payroll tax forms

Process accounts payable (AP)

• Verify AP pay file with purchase order vendor master file
• Maintain/Manage electronic commerce
• Audit invoices and key data in AP system
• Approve payments
• Process financial accruals and reversals
• Process payables taxes
• Research/Resolve payable exceptions
• Process payments
• Respond to AP inquiries
• Retain records
• Adjust accounting records

Process expense reimbursements

• Establish and communicate expense reimbursement policies and approval limits
• Capture and report relevant tax data
• Approve reimbursements and advances
• Process reimbursements and advances
• Manage personal accounts

Manage corporate credit cards

• Establish corporate credit card policies and approval limits
• Process corporate credit card requests
• Order corporate credit cards
• Manage corporate credit card accounts
• Approve/Change credit limits
• Cancel/Deactivate credit card

Manage treasury policies and procedures

• Establish scope and governance of treasury operations
• Establish and publish treasury policies
• Develop treasury procedures
• Monitor treasury procedures
• Audit treasury procedures
• Revise treasury procedures
• Develop and confirm internal controls for treasury
• Define system security requirements

Manage cash

• Manage and reconcile cash positions
• Manage cash equivalents
• Process and oversee electronic fund transfers (EFTs)
• Develop cash flow forecasts
• Manage cash flows
• Produce cash management accounting transactions and reports
• Manage and oversee banking relationships
• Analyze, negotiate, resolve, and confirm bank fees

Manage in-house bank accounts

• Manage in-house bank accounts for subsidiaries
• Manage and facilitate inter-company borrowing transactions
• Manage centralized outgoing payments on behalf of subsidiaries
• Manage central incoming payments on behalf of subsidiaries
• Manage internal payments and netting transactions
• Calculate interest and fees for in-house bank accounts
• Provide account statements for in-house bank accounts

Manage debt and investment

• Establish investment policy
• Manage financial intermediary relationships
• Manage liquidity
• Manage issuer exposure
• Process and oversee debt and investment transactions
• Process and oversee foreign currency transactions
• Produce debt and investment accounting transaction reports
• Process and oversee interest rate transactions

Monitor and execute risk and hedging transactions

• Develop risk management/hedging strategy
• Manage interest rate risk
• Manage foreign exchange risk
• Manage exposure risk
• Execute hedging transactions
• Produce hedge accounting transactions and reports

Establish internal controls, policies, and procedures

• Establish board of directors and audit committee
• Define and communicate code of ethics
• Assign roles and responsibility for internal controls
• Define business process objectives and risks
• Define entity/unit risk tolerances

Operate controls and monitor compliance with internal controls policies and procedures

• Monitor control effectiveness
• Remediate control deficiencies

Report on internal controls compliance

• Report to external auditors
• Report to regulators, share-/debt-holders, securities exchanges, etc.
• Report to third parties
• Report to internal management

Develop tax strategy and plan

• Develop foreign, national, state, and local tax strategy
• Consolidate and optimize total tax plan
• Maintain tax master data

Process taxes

• Perform tax planning/strategy
• Prepare tax returns
• Prepare foreign taxes
• Calculate deferred taxes
• Account for taxes
• Monitor tax compliance
• Address tax inquiries

Develop human resources strategy

• Identify strategic HR needs
• Define HR and business function roles and accountability
• Determine HR function roles and structure
• Determine HR delivery model
• Determine HR costs
• Establish HR measures
• Communicate HR strategies
• Develop strategy for HR systems/technologies/tools
• Manage employer branding
• Manage job families and positions

Develop and implement workforce strategy and policies

• Perform workforce planning
• Perform operational workforce planning
• Develop compensation strategy
• Develop succession plan
• Develop high performers/leadership programs
• Develop diversity, equity, and inclusion plan
• Implement diversity, equity, and inclusion plan
• Design talent development program
• Design talent acquisition program
• Develop other HR programs
• Develop HR policies
• Administer HR policies
• Plan employee benefits
• Develop workforce strategy models
• Implement workforce strategy models

Monitor and update strategy, plans, and policies

• Measure realization of objectives
• Measure contribution to business strategy
• Communicate plans and provide updates to stakeholders
• Review and revise HR plans

Manage employee requisitions

• Align staffing plan to work force plan and business unit strategies/resource needs
• Develop and maintain job descriptions
• Open job requisitions
• Post job requisitions
• Modify job requisitions
• Notify hiring manager
• Manage requisition dates

Recruit/Source candidates

• Determine recruitment methods and channels
• Perform recruiting activities/events
• Manage recruitment vendors
• Manage employee referral programs
• Manage recruitment channels

Screen and select candidates

• Identify and deploy candidate selection tools
• Interview candidates
• Test candidates
• Select and reject candidates

Manage new hire/re-hire

• Draw up and make offer
• Negotiate offer
• Hire candidate

Manage applicant information

• Obtain candidate background information
• Create applicant record
• Manage/track applicant data
• Archive and retain records of non-hires

Manage employee orientation and deployment

• Create/maintain employee onboarding program
• Evaluate the effectiveness of the employee onboarding program
• Execute onboarding program

Manage employee performance

• Define employee performance objectives
• Review employee performance
• Manage employee performance
• Evaluate and review performance program

Manage employee career development

• Define employee development guidelines
• Develop employee career plans and career paths
• Manage employee skill and competency development

Develop and train employees

• Align employee with organization development needs
• Define employee competencies and skills
• Align learning programs with competencies and skills
• Establish training needs by analysis of required and available skills
• Develop, conduct, and manage employee and/or management training programs
• Manage examinations and certifications
• Monitor and evaluate learning programs

Develop and manage reward, recognition, and motivation programs

• Develop salary/compensation structure and plan
• Develop benefits and rewards plan
• Perform competitive analysis of benefits and rewards
• Identify compensation requirements based on financial, benefits, and HR policies
• Administer compensation and rewards to employees
• Reward and motivate employees
• Review retention and motivation indicators
• Review compensation plan

Manage and administer benefits

• Deliver employee benefits program
• Administer benefit enrollment
• Process claims
• Perform benefit reconciliation

Manage employee assistance and retention

• Deliver programs to support work/life balance for employees
• Develop family support systems

Manage workforce scheduling

• Receive required resources/skills and capabilities
• Manage resource deployment

Relocate employees and manage assignments

• Manage expatriates

Develop workforce analytics

• Determine stakeholder requirements
• Identify research questions
• Select workforce analysis methodology
• Identify workforce data sources
• Gather workforce data

Implement workforce analytics

• Transform workforce analysis data
• Develop insights into workforce analytics outcomes
• Communicate workforce analysis outcomes

Develop production and materials strategies

• Define manufacturing goals
• Define labor and materials policies
• Define outsourcing policies
• Define capital expense policies
• Define capacities
• Define production network and supply constraints
• Define production process
• Define standard operating procedures
• Define production workplace layout and infrastructure

Manage demand for products

• Develop baseline demand forecasts
• Collaborate demand with customers
• Develop demand consensus forecast
• Determine available to promise
• Monitor activity against demand forecast and revise forecast
• Evaluate and revise demand forecasting approach
• Measure demand forecast accuracy

Create materials plan

• Create unconstrained plan
• Collaborate with supplier and contract manufacturers
• Identify critical materials and supplier capacity
• Monitor material specifications
• Generate constrained plan
• Define production balance and control

Create and manage master production schedule

• Model production network to enable simulation and optimization
• Create master production schedule
• Maintain master production schedule

Plan distribution requirements

• Maintain master data
• Determine finished goods inventory requirements at destination
• Determine product storage facility requirements
• Calculate requirements at destination
• Calculate consolidation at source
• Manage collaborative replenishment planning
• Calculate and optimize destination dispatch plan
• Manage dispatch plan attainment
• Calculate and optimize destination load plans
• Manage partner load plan
• Manage cost of supply
• Manage capacity utilization

Establish distribution planning constraints

• Establish distribution center layout constraints
• Establish inventory management constraints
• Establish transportation management constraints
• Establish storage management constraints

Review distribution planning policies

• Review distribution network
• Establish sourcing relationships
• Establish dynamic deployment policies

Develop quality standards and procedures

• Establish quality targets
• Develop standard testing procedures
• Communicate quality specifications

Provide sourcing governance and perform category management

• Develop procurement plan
• Clarify purchasing requirements
• Establish materials management contingency plans
• Match needs to supply capabilities
• Analyze organization’s spend profile
• Seek opportunities to improve efficiency and value
• Collaborate with suppliers to identify sourcing opportunities

Select suppliers and develop/maintain contracts

• Select suppliers
• Certify and validate suppliers
• Negotiate and establish contracts
• Manage contracts

Order materials and services

• Process/Review requisitions
• Approve requisitions
• Solicit supplier quotes
• Create/Distribute purchase orders
• Expedite orders and satisfy inquiries
• Reconcile purchase orders
• Research/Resolve order exceptions

Manage suppliers

• Monitor/Manage supplier information
• Prepare/Analyze procurement and supplier performance
• Support inventory and production processes
• Monitor quality of product delivered

Provide logistics governance

• Translate customer service requirements into logistics requirements
• Design logistics network
• Communicate outsourcing needs
• Develop and maintain delivery service policy
• Optimize transportation schedules and costs
• Define key performance measures
• Define reverse logistics strategy

Plan and manage inbound material flow

• Plan inbound material receipts
• Manage inbound material flow
• Monitor inbound delivery performance
• Manage flow of returned products
• Manage disposition of returned products

Operate warehousing

• Manage and track inventory deployment
• Receive, inspect, and store inbound deliveries
• Track product availability
• Pick, pack, and ship product for delivery
• Track inventory accuracy
• Track third-party logistics storage and shipping performance
• Manage physical finished goods inventory
• Manage warehouse transfers

Operate outbound transportation

• Plan, transport, and deliver outbound product
• Track carrier delivery performance
• Manage transportation fleet
• Process and audit carrier invoices and documents

Understand IT customer needs

• Understand IT customer communities
• Assess IT customer operational capabilities

Identify IT customer transformation needs

• Understand business requirements for IT capabilities
• Understand IT landscape
• Develop IT visioning
• Outline IT service expectations

Plan and communicate IT services

• Manage IT customer expectations
• Define future IT services
• Determine IT performance indicators
• Create IT marketing messages
• Create IT service marketing plan

Provide IT transformation guidance

• Develop IT transformation plans
• Collect IT customer requirements
• Analyze IT customer requirements
• Identify and prioritize IT opportunities
• Facilitate solution design activities
• Prioritize IT outcomes
• Develop business cases
• Support business case
• Develop transformation roadmap

Develop and manage IT service levels

• Understand IT service requirements
• Forecast IT service demand
• Maintain IT services catalog
• Define service level agreement
• Maintain IT customer contracts
• Negotiate and establish service level agreements
• Develop and maintain improvement processes

Manage IT customer relationships

• Establish relationship management mechanisms
• Understand IT customer strategy
• Understand IT customer environment
• Communicate IT capabilities
• Manage IT requirements

Analyze service performance

• Assess SLA compliance
• Triage SLA compliance issues
• Collect feedback about IT products and services
• Synthesize and distribute IT performance information

Define business technology and governance strategy

• Build and maintain IT strategic intelligence
• Monitor and map current and emerging technologies
• Define and communicate digital transformation strategy
• Develop IT strategic alignment
• Articulate IT alignment principles
• Maintain IT strategic alignment

Manage IT portfolio strategy

• Establish and validate IT value criteria
• Determine IT portfolio investment balance
• Evaluate proposed IT investment projects
• Prioritize IT projects
• Align IT resources to strategic priorities
• Align IT portfolio to business objectives

Define and maintain enterprise architecture

• Create and publish enterprise architecture principles
• Establish and operate enterprise architecture governance
• Research technologies to innovate IT services and solutions
• Provide input to definition and prioritization of IT projects

Define IT service management strategy

• Establish IT service management strategy and goals
• Identify IT service operating and process requirements
• Define IT service catalog
• Establish IT service management framework
• Define and implement IT service management
• Define and deploy support service management process tools and methods
• Monitor and report IT performance

Control IT management system

• Determine IT performance measures
• Define IT control points and assurance procedures governance model
• Monitor and analyze overall IT performance
• Monitor and analyze IT financial performance
• Monitor and analyze IT value and benefits
• Optimize IT resource allocation
• Manage IT projects and services interdependencies
• Report IT service and project performance
• Select, deploy, and operate IT performance analytics tools

Manage IT value portfolio

• Assess performance against IT service and project value criteria
• Quantify value of IT service and project portfolio investments
• Communicate business technology value contribution
• Determine and implement IT portfolio adjustments

Define and manage technology innovation

• Establish selection criteria for research initiatives
• Analyze emerging technology concepts
• Identify technology concepts and capabilities
• Execute IT research projects
• Evaluate IT research project outcomes
• Identify and promote viable concepts
• Develop and plan IT investment projects

Develop IT compliance, risk, and security strategy

• Determine and evaluate IT regulatory and audit requirements
• Understand business unit risk tolerance
• Establish IT risk tolerance
• Establish risk ownership
• Establish and maintain risk management roles
• Establish compliance objectives
• Identify systems to support compliance
• Identify and evaluate IT risk
• Evaluate IT-related risks resiliency
• Create IT risk mitigation strategies and approaches

Develop IT resilience strategy

• Determine IT delivery resiliency
• Determine critical IT risks
• Prioritize IT risks
• Establish mitigation approaches for IT risks

Control IT risk, compliance, and security

• Evaluate enterprise regulatory and compliance obligations
• Analyze IT security threat impact
• Create and maintain IT compliance requirements
• Create and maintain IT security policies, standards, and procedures
• Develop and deploy risk management training
• Establish risk reporting capabilities and responsibilities
• Establish communication standards
• Conduct IT risk and threat assessments
• Monitor and manage IT activity risk
• Identify, supervise and monitor IT risk mitigation measures

Plan and manage IT continuity

• Evaluate IT continuity
• Identify IT continuity gaps
• Manage IT business continuity

Develop and manage IT security, privacy, and data protection

• Assess IT regulatory and confidentiality requirements and policies
• Create IT security, privacy, and data protection risk governance
• Define IT data security and privacy policies, standards, and procedures
• Review and monitor physical and logical IT data security measures
• Review and monitor application security controls
• Review and monitor IT physical environment security controls
• Monitor/analyze network intrusion detection data and resolve threats

Conduct and analyze IT compliance assessments

• Conduct projects to enhance IT compliance and remediate risk
• Conduct IT compliance control auditing of internal and external services
• Perform IT compliance reporting
• Identify and escalate IT compliance issues and remediation requirements
• Support external audits and reports

Develop and execute IT resilience and continuity operations

• Conduct IT resilience improvement projects
• Develop, document, and maintain IT business continuity planning
• Implement and enforce change control procedures
• Execute recurring IT service provider business continuity
• Provide IT resilience training
• Execute recurring IT business operations continuity

Manage IT user identity and authorization

• Support integration of identity and authorization policies
• Manage IT user directory
• Manage IT user authorization
• Manage IT user authentication mechanisms
• Audit IT user identity and authorization systems
• Respond to IT information security and network breaches
• Conduct penetration testing
• Audit integration of user identity and authorization systems

Define business information and analytics strategy

• Establish data, information, and analytic objectives
• Establish data, information, and analytic governance
• Access IT data/analytic capabilities

Define and maintain business information architecture

• Determine enterprise business information requirements
• Define enterprise data models
• Identify and understand external data sources
• Establish data ownership and stewardship responsibilities
• Maintain and evolve enterprise data and information architecture

Define and execute business information lifecycle planning and control

• Define and maintain enterprise information policies, standards, and procedures
• Implement and execute data administration responsibilities

Manage business information

• Monitor and control business information
• Maintain business information feeds and repositories
• Perform internal usage audits
• Implement and administer business information access

Develop service/solution and integration strategy

• Determine IT service/solution development
• Define IT service/solution development processes/standards
• Identify, deploy, and support development methodologies and tools
• Establish service component criteria
• Understand and select reusable service components
• Maintain service component portfolio
• Establish development standards exception governance

Manage service/solution lifecycle planning

• Monitor and track emerging technology capabilities
• Identify IT services/solutions
• Determine IT service/solution approach
• Define IT solution lifecycle
• Develop IT service/solution “sunset” plans

Develop and manage service/solution architecture

• Assess IT application and infrastructure architecture constraints
• Assess business constraints on IT service/solution
• Determine IT component integration requirements
• Identify opportunities for IT component reuse
• Promote adoption of existing service/solution architecture
• Develop and maintain service/solution architectures
• Assess IT service/solution architecture conformance
• Manage architectural exceptions

Execute IT service/solution creation and testing

• Execute IT service/solution development lifecycle

Perform service/solution maintenance and testing

• Execute IT service/solution maintenance lifecycle

Develop and manage service/solution deployment strategy

• Assess IT deployment business impact
• Establish IT deployment policies
• Define and create deployment procedure workflow
• Define IT change/release standards
• Assign deployment approval responsibilities
• Analyze deployments outcomes

Plan service and solution implementation

• Assess IT deployment risk
• Define implementation schedule and roll-out sequence
• Determine implementation requirements
• Plan and align user testing and resources
• Develop IT training
• Create implementation communications
• Manage IT roll-back procedures

Manage change deployment control

• Assess IT change/release impact
• Confirm change/release compliance
• Assess IT change/release risk
• Consolidate IT change
• Create and communicate deployment schedule
• Approve change/release deployment
• Document IT change/release outcome

Implement technology solutions

• Confirm hardware/software operational status
• Confirm operational availability
• Execute internal IT implementation plan
• Confirm implementation completion
• Implement software change/release
• Perform post-installation testing
• Distribute software components network-wide
• Verify change/release implementation success
• Execute roll-back plan

Perform service and solution rollout

• Conduct IT training
• Prepare and distribute service/solution communications
• Support organizational changes
• Execute rollout plans
• Provide rollout support
• Manage rollout support capabilities
• Monitor and record rollout issues

Define and establish service delivery strategy

• Assess business objectives and IT service delivery
• Define IT service delivery portfolio
• Create and maintain IT service delivery model
• Determine IT service delivery locations and activities
• Define IT service delivery sourcing strategy

Define and develop service support strategy

• Assess business objectives and IT service support delivery
• Define IT service support portfolio
• Create and maintain IT support model
• Develop IT support service sourcing strategy
• Establish support service framework
• Provide service support tools and technology

Plan and manage service delivery control

• Plan operational activities for IT service delivery

Develop and manage infrastructure resource planning

• Develop IT service delivery strategy
• Assess IT infrastructure business objectives
• Determine ongoing IT infrastructure capabilities
• Plan IT infrastructure change
• Plan and budget IT license usage volumes

Define service support planning

• Understand IT support demand patterns
• Determine required support resource levels, responsibilities, and capabilities
• Maintain service support knowledge repository
• Maintain service support learning
• Communicate service support needs
• Define IT escalation mechanisms
• Manage IT service support resources
• Coordinate with external support providers
• Triage IT service delivery incidents
• Monitor IT service support performance

Develop and manage service delivery operations

• Operate and monitor online systems
• Run and monitor batch job schedule
• Manage service delivery workloads
• Manage infrastructure performance and capacity
• Respond to unplanned operational issues
• Produce and distribute output media
• Monitor IT infrastructure security
• Manage IT infrastructure/data recovery

Manage infrastructure resource administration

• Manage infrastructure configuration
• Perform infrastructure component maintenance
• Install/configure/upgrade infrastructure components
• Maintain IT asset records
• Administer IT licenses/user agreements
• Provide IT infrastructure service and capabilities

Operate IT user support

• Triage IT issues/requests
• Provide IT resolution capabilities
• Manage IT user requests
• Escalate IT requests
• Resolve IT issues/requests
• Execute IT continuity and recovery action

Assess the external environment

• Identify competitors
• Analyze and evaluate competition
• Identify potential product or service alternatives
• Identify economic trends
• Identify political and regulatory factors
• Identify environmental factors
• Identify social and cultural changes
• Assess new technologies
• Analyze demographics
• Evaluate intellectual property

Survey market and determine customer needs and wants

• Conduct qualitative/quantitative research and assessments
• Capture customer needs and wants
• Assess customer needs and wants

Assess the internal environment

• Analyze organizational characteristics
• Analyze internal operations
• Create baselines for current processes
• Analyze systems and technology
• Analyze financial health
• Identify core competencies

Establish strategic vision

• Define the strategic vision
• Align stakeholders around strategic vision
• Communicate strategic vision to stakeholders

Conduct organization restructuring opportunities

• Identify restructuring opportunities
• Perform due-diligence
• Analyze deal options

Develop overall mission statement

• Define current business
• Formulate mission
• Communicate mission

Define and evaluate strategic options to achieve the mission

• Define strategic options
• Assess and analyze impact of each option
• Evaluate B2B options
• Evaluate B2C options
• Evaluate partner/alliance options
• Evaluate IP acquisition options
• Evaluate innovation options
• Evaluate sustainability options
• Evaluate global support options
• Evaluate shared services options
• Evaluate lean/continuous improvement options

Set/Develop long-term enterprise strategy

• Develop partner/alliance strategy
• Develop sustainability strategy
• Develop merger/demerger/acquisition/exit strategy
• Develop innovation strategy
• Develop global support strategy
• Develop shared services strategy
• Develop lean/continuous improvement strategy

Create organizational design

• Evaluate breadth and depth of organizational structure
• Perform job-specific roles mapping and value-added analyses
• Develop role activity diagrams to assess handoff activity
• Perform organization redesign workshops
• Design the relationships between organizational units
• Develop role analysis and activity diagrams for key processes
• Assess organizational implication of feasible alternatives
• Migrate to new organization

Develop and set organizational objectives

• Identify organizational objectives
• Establish baseline metrics
• Monitor performance against objective

Formulate business unit strategies

• Analyze business unit strategies
• Identify core competency for each business unit
• Refine business unit strategies in support of organizational strategy

Develop customer experience strategy

• Assess customer experience
• Design customer experience
• Design customer experience support structure
• Develop customer experience roadmap to develop and implement defined capabilities

Develop strategic initiatives

• Identify strategic priorities
• Develop strategic initiatives based on business/customer value
• Review with stakeholders

Evaluate strategic initiatives

• Determine business value for each strategic priority
• Determine the customer value for each strategic priority

Select strategic initiatives

• Prioritize strategic initiatives
• Communicate strategic initiatives to business units and stakeholders

Establish high-level measures

• Identify business value drivers
• Establish baselines for business value drivers
• Monitor performance against baselines

Develop business models

• Assemble business model information
• Secure appropriate approvals
• Identify integration points with existing models
• Adopt the business model

Maintain business models

• Establish business model maintenance parameters
• Accept business model feedback parameters
• Prioritize and manage incoming feedback
• Update existing models

Establish the enterprise risk framework and policies

• Determine risk tolerance for organization
• Develop and maintain enterprise risk policies and procedures
• Identify and implement enterprise risk management tools
• Coordinate the sharing of risk knowledge across the organization
• Prepare and report enterprise risk to executive management and board

Oversee and coordinate enterprise risk management activities

• Identify enterprise level risks
• Assess risks to determine which to mitigate
• Develop risk mitigation and management strategy and integrate with existing performance management processes
• Verify business unit and functional risk mitigation plans are implemented
• Ensure risks and risk mitigation actions are monitored
• Report on enterprise risk activities
• Coordinate business unit and functional risk management activities
• Ensure that each business unit/function follows the enterprise risk management process
• Ensure that each business unit/function follows the enterprise risk reporting process

Manage business unit and function risk

• Identify risks
• Assess risks using enterprise risk framework policies and procedures
• Develop mitigation plans for risks
• Implement mitigation plans for risks
• Monitor risks
• Analyze risk activities and update plans
• Report on risk activities

Establish compliance framework and policies

• Develop enterprise compliance policies and procedures
• Implement enterprise compliance activities
• Manage internal audits
• Maintain controls-related technologies and tools

Manage regulatory compliance

• Develop regulatory compliance procedures
• Identify applicable regulatory requirements
• Monitor the regulatory environment for changing or emerging regulations
• Assess current compliance position and identify weaknesses or shortfalls therein
• Implement missing or stronger regulatory compliance controls and policies
• Monitor and test regulatory compliance position and existing controls
• Compile and communicate compliance scorecard(s)
• Compile and communicate internal and regulatory compliance reports
• Maintain relationships with regulators as appropriate

Manage government relations

• Assess relationships
• Appoint responsible executives
• Monitor relationships
• Receive input from internal advisors
• Receive input from external advisors
• Liaise with authorities

Manage relations with quasi-government bodies

• Establish relationships with agencies
• Respond to audit inquiries
• Maintain documentation of contacts
• Plan and manage meetings

Manage relations with trade or industry groups

• Evaluate the requirements for strategic relationships
• Monitor the success of the partnerships
• Extend or change the relationships

Ensure compliance

• Plan and initiate compliance program
• Execute compliance program

Manage outside counsel

• Assess problem and determine work requirements
• Engage/Retain outside counsel if necessary
• Receive strategy/budget
• Receive work product and manage/monitor case and work performed
• Process payment for legal services
• Track legal activity/performance

Protect intellectual property

• Manage copyrights, patents, and trademarks
• Maintain intellectual property rights and restrictions
• Administer licensing terms
• Administer options

Plan for change

• Determine stakeholders
• Assess readiness for change
• Identify change champion(s)
• Form design team
• Define scope
• Understand current state
• Define future state
• Conduct organizational risk analysis
• Assess cultural context
• Identify impacted groups
• Determine degree/extent of impact
• Establish accountability for change management
• Identify barriers to change
• Determine change enablers
• Identify resources and develop measures

Design the change

• Assess connection to other initiatives
• Develop change management plans
• Develop training plan
• Develop communication plan
• Assign change champion(s)
• Develop rewards/incentives plan
• Establish change adoption measures
• Establish/Clarify new roles
• Identify budget/roles

Implement change

• Create commitment for improvement/change
• Reengineer business processes and systems
• Support transition to new roles or exit strategies for incumbents
• Monitor change
• Report on change

Sustain improvement

• Monitor improved process performance
• Capture and reuse lessons learned from change process
• Take corrective action as necessary

Develop KM strategy

• Develop governance model with roles and accountability
• Define roles and accountability of core group versus operating units
• Develop funding models
• Identify links to key initiatives
• Develop core KM methodologies
• Assess IT needs and engage IT function
• Develop training and communication plans
• Develop change management approaches
• Develop strategic measures and indicators

Assess KM capabilities

• Assess maturity of existing KM initiatives
• Evaluate existing KM approaches
• Identify gaps and needs

Design and implement KM capabilities

• Develop new KM approaches
• Design resource model for KM approaches
• Implement new KM approaches
• Leverage and enhance IT for KM approaches
• Develop measures

Evolve and sustain KM capabilities

• Enhance/Modify existing KM approaches
• Sustain awareness and engagement
• Expand KM infrastructure to meet demand

Define and manage organizational performance strategy

• Define enterprise measurement models
• Maintain enterprise measurement models

Benchmark performance

• Conduct performance assessments
• Develop benchmarking capabilities
• Conduct internal and external benchmarking
• Conduct gap analysis
• Establish need for change

Evaluate performance

• Establish appropriate performance indicators (measures)
• Establish monitoring frequency
• Collect performance data
• Calculate performance measures
• Identify performance trends
• Analyze performance
• Prepare performance reports
• Develop performance improvement plan

Develop sustainability capability

• Identify sustainability requirements
• Establish sustainability goals/objectives
• Create sustainability policies
• Define sustainability measures
• Create sustainability plan(s)

Manage sustainability capability

• Provide sustainability training
• Provide sustainability support
• Perform sustainability reporting