APQC PCF 7.2.1：跨行业流程分类框架详解

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"APQC PCF 7.2.1是跨行业流程分类框架的最新版本，旨在提供一种标准，让不同组织间能客观比较业务流程的性能。此框架由APQC及其会员公司开发，用于通过流程管理和基准比较促进改进，无论行业、规模或地理位置如何。" APQC（American Productivity & Quality Center，美国生产力与质量中心）的跨行业流程分类框架（Cross Industry Process Classification Framework, 简称PCF）是一个重要的工具，它将业务运营和管理过程分为13个企业级类别，包括一系列过程组和超过1000个过程及相关的活动。这些类别旨在帮助组织结构化其业务流程，以便进行有效管理和优化。 PCF的主要功能在于提供一个通用的语言和结构，使得不同组织之间可以对齐和比较各自的操作方式。这一框架不局限于特定行业，允许组织超越传统的行业内比较，寻找跨行业的最佳实践。例如，一个制造企业可以借鉴零售行业的流程优化策略，反之亦然。这样的跨行业比较能够激发创新思维，推动组织跳出常规，寻找突破性的改进方法。 PCF 7.2.1版本更新可能包含了对原有框架的改进，添加了新的过程或活动，或者对现有分类进行了更精确的定义。此外，该框架还提供了相关度量标准和定义，帮助用户理解每个过程的重要性和衡量其效率的方法。用户可以在APQC的官方网站上免费下载PCF 7.2.1及其相关资源。使用PCF进行流程改进的过程通常包括以下步骤： 1. **流程识别**：确定组织内关键的业务流程。 2. **分类映射**：将这些流程映射到PCF框架中的相应类别和子类别。 3. **基准对比**：与同行业或其他行业的类似流程进行对比，找出差距。 4. **性能测量**：根据PCF提供的度量标准，评估流程的效率和效果。 5. **改进计划**：基于对比结果，制定并实施改进措施。 6. **持续监控和调整**：定期复查流程性能，确保持续改进。通过这样的流程改进框架，组织可以系统性地分析自身的强项和弱点，借鉴外部最佳实践，从而提升整体运营效率和竞争力。同时，PCF作为开放标准，也鼓励知识共享和协作，进一步促进了整个行业的进步和发展。

2.0 Develop and Manage Products and Services (10003)

2.1 Govern and manage product/service development program

(19696)

2.1.1 Manage product and service portfolio (10061)

2.1.1.1 Evaluate performance of existing products/

services against market opportunities (10063)

2.1.1.2 Confirm alignment of product/service concepts

with business strategy (10066)

2.1.1.3 Prioritize and select new product/service

concepts (10074)

2.1.1.4 Plan and develop cost and quality targets (10073)

2.1.1.5 Specify development timing targets (10075)

2.1.1.6 Plan for product/service offering modifications

(10076)

2.1.2 Manage product and service life cycle (10067)

2.1.2.1 Develop plan for new product/service

development and introduction/launch (16824)

2.1.2.2 Introduce new products/services (10077)

2.1.2.3 Retire outdated products/services (10078)

2.1.2.4 Identify and refine performance indicators

(10079)

2.1.2.5 Conduct post launch review (11423)

2.1.2.5.1 Carry out post launch analytics to test

the acceptability in the market (19646)

2.1.2.5.2 Review market performance (11424)

2.1.2.5.3 Review effectiveness of supply

chain and distribution network

(11425)

2.1.2.5.4 Apply data and analytics to review

supply chain methodologies (19647)

2.1.2.5.5 Review quality and performance of

the product/service (11426)

2.1.2.5.6 Conduct financial review (11427)

2.1.2.5.7 Conduct new product development

process assessment (11428)

2.1.3 Manage patents, copyrights, and regulatory requirements

(19985)

2.1.3.1 Conduct mandatory and elective reviews

(19941)

2.1.3.2 Review infringement of patents and copyrights

(16826)

2.1.3.3 Determine patent and copyright needs (16827)

2.1.3.4 Define product technical documentation

management requirements (19697)

2.1.3.5 Manage regulatory requirements (12771)

2.1.3.5.1 Train employees on appropriate

regulatory requirements (12772)

2.1.3.5.2 Maintain records for regulatory

agencies (12773)

2.1.3.5.3 Manage regulatory submission life

cycle (12776)

2.1.4 Manage product and service master data (11740)

2.1.4.1 Manage materials master lists (11741)

2.1.4.2 Manage bills of material (11742)

2.1.4.3 Manage routings (11743)

2.1.4.4 Manage specifications (11744)

2.1.4.5 Manage drawings (11745)

2.1.4.6 Manage product/material classification (11746)

2.1.4.7 Develop and maintain quality/inspection

documents (11747)

2.1.4.8 Maintain process specification data (11748)

2.1.4.9 Manage traceability data (11749)

2.1.4.10 Review and approve data access requests

(11750)

2.2 Generate and dene new product/service ideas (19698)

2.2.1 Perform discovery research (10065)

2.2.1.1 Identify new technologies (10070)

2.2.1.2 Develop new technologies (10071)

2.2.1.3 Assess feasibility of integrating new leading

technologies into product/service concepts

(10072)

2.2.2 Generate new product/service concepts (19669)

2.2.2.1 Gather new product/service ideas and

requirements (19986)

2.2.2.2 Analyze new product/service ideas and

requirements (19987)

2.2.2.3 Evaluate new product/service inputs and

requirements (19988)

2.2.2.4 Formulate new product/service concepts

(19989)

2.2.2.5 Identify potential improvements to existing

products and services (10068)

2.2.3 Define product/service development requirements (19990)

2.2.3.1 Define product/service requirements (11331)

2.2.3.1.1 Define basic functional requirements

(19991)

2.2.3.1.2 Derive interoperability requirements

for products and services (16808)

2.2.3.1.3 Derive safety requirements for

products and services (16809)

2.2.3.1.4 Derive security requirements for

products and services (16810)

2.2.3.1.5 Derive regulatory compliance

requirements (16811)

2.2.3.1.6 Derive requirements from industry

standards (16812)

2.2.3.1.7 Develop user experience

requirements (19992)

2.2.3.1.8 Derive ‘services-as-a-product’

offering (16814)

2.2.3.2 Define post launch support model (16815)

2.2.3.3 Identify product/service bundling opportunities

(17389)

Version 7.2.1-en-XI • September 2018 7

2.3 Develop products and services (10062)

2.3.1 Design and prototype products and services (19993)

2.3.1.1 Assign resources to product/service project

(10083)

2.3.1.1.1 Identify requirements for product/

service design/development partners

(19994)

2.3.1.2 Prepare high-level business case and technical

assessment (10084)

2.3.1.3 Develop product/service design specifications

(10085)

2.3.1.4 Develop user experience design specifications

(16813)

2.3.1.5 Provide warranty-related recommendations

(16817)

2.3.1.6 Document design specifications (10086)

2.3.1.7 Conduct mandatory and elective external

reviews (10087)

2.3.1.8 Design products/services (19995)

2.3.1.8.1 Design for manufacturing (16819)

2.3.1.8.2 Design for product servicing (16820)

2.3.1.8.3 Design for re-manufacturing (16821)

2.3.1.8.4 Review product troubleshooting

methodology (16822)

2.3.1.8.5 Design and manage product data,

design, and bill of materials (16818)

2.3.1.8.6 Design for product upgrades (16823)

2.3.1.9 Build prototypes/proof of concepts (10088)

2.3.1.10 Develop and test prototype production and/or

service delivery process (10098)

2.3.1.11 Eliminate quality and reliability problems

(10089)

2.3.1.12 Conduct in-house product/service testing and

evaluate feasibility (10090)

2.3.1.13 Identify design/development performance

indicators (10091)

2.3.1.14 Collaborate on design with suppliers and

external partners (10092)

2.3.2 Test market for new or revised products and services

(19996)

2.3.2.1 Prepare detailed market study (10093)

2.3.2.2 Conduct customer tests and interviews (10094)

2.3.2.3 Finalize product/service characteristics and

business cases (10095)

2.3.2.4 Finalize technical requirements (10096)

2.3.3 Prepare for production/service delivery (19997)

2.3.3.1 Design and obtain necessary capabilities/

materials and equipment (10099)

2.3.3.2 Identify requirements for changes to

manufacturing/delivery processes (10097)

2.3.3.3 Request engineering/process change (11418)

2.3.3.4 Install and validate production/service delivery

process (10100)

2.3.3.4.1 Monitor initial production runs

(11417)

2.3.3.5 Validate launch procedures (19998)

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