APQC发布7.2.1版跨行业业务流程分类框架：推动客观比较与改进

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"《跨行业流程分类框架——7.2.1版》是由美国生产力与质量中心（APQC）自1977年起主导研发的一个权威通用业务流程分类体系。这一版本发布于2018年9月，其目标是促进组织间客观的性能比较，无论是在行业、规模还是地理位置上，都旨在通过流程管理和基准分析推动改进。该框架的核心理念是提供一个不受行业限制的分类系统，将运营和管理流程划分为13个企业级类别，包括多个过程组以及超过1000个具体的过程和关联活动。这样的划分有助于打破行业内常规思维的局限，鼓励创新的比较和寻找通常在行业内难以发现的见解。通过《APQC流程分类框架》（PCF），参与者可以免费下载该框架、相关度量标准以及定义，以便于进行跨行业、跨组织的基准分析。这个过程改进的框架强调了"跳出框框"思考的重要性，即利用跨行业视角来挖掘潜在的最佳实践，推动企业的整体效率提升。它作为一种高层、行业中立的企业工具，促进了跨领域之间的知识共享和最佳实践的学习，助力企业在竞争激烈的市场环境中持续优化和发展。总结来说，7.2.1版的《APQC跨行业流程分类框架》为组织提供了一个标准化的方法论，用于识别、理解和比较不同背景下的业务流程，从而实现有针对性的改进策略和战略规划。对于任何寻求提升绩效、推动创新和提高竞争优势的组织而言，这是一个不可或缺的资源。"

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2.1.2.3 Retire outdated products/services (10078)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)

2.3 Develop products and services (10062)

Version 7.2.1-en-XI • September 2018 7

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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