American Productivity and Quality Center
Define the business concept and long-term vision
Identify political and regulatory issues
Survey market and determine customer needs and wants
Conduct qualitative/quantitative research and assessments
Align stakeholders around strategic vision
Communicate strategic vision to stakeholders
Conduct organization restructuring opportunities
Define and evaluate strategic options to achieve the objectives
Assess and analyze impact of each option
Identify implications for key operating model business elements that require change
Identify implications for key technology aspects
Develop merger/demerger/acquisition/exit strategy
Develop lean/continuous improvement strategy
Develop innovation strategy and framework
Coordinate and align functional and process strategies
Evaluate breadth and depth of organizational structure
Perform job-specific roles mapping and value-added analyses
Develop role activity diagrams to assess hand-off activity
Design the relationships between organizational units
Develop role analysis and activity diagrams for key processes
Assess organizational implication of feasible alternatives
Identify core competency for each business unit
Refine business unit strategies in support of company strategy
Identify and review customer touchpoints
Assess customer experience across touchpoints
Perform root cause analysis of problematic customer experiences
Define single view of the customer for the organization
Define a vision for the customer experience
Align experience with brand values and business strategies
Design customer experience support structure
Develop customer experience roadmap to develop and implement defined capabilities
Communicate strategies internally and externally
Execute and measure strategic initiatives
Develop strategic initiatives based on business/customer value
Determine business value for each strategic priority
Determine the customer value for each strategic priority
Communicate strategic initiatives to business units and stakeholders
Establish baselines for business value drivers
Develop and Manage Products and Services
Govern and manage product/service development program
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
Plan for product/service offering modifications
Develop plan for new product/service development and introduction/launch
Identify and refine performance indicators
Carry out post launch analytics to test the acceptability in the market
Review effectiveness of supply chain and distribution network
Apply data and analytics to review supply chain methodologies
Review quality and performance of the product/service
Conduct new product development process assessment
Manage patents, copyrights, and regulatory requirements
Review infringement of patents and copyrights
Define product technical documentation management requirements
Train employees on appropriate regulatory requirements
Maintain records for regulatory agencies
Develop and maintain quality/inspection documents
Generate and define new product/service ideas
Assess feasibility of integrating new leading technologies into product/service concepts
Gather new product/service ideas and requirements
Analyze new product/service ideas and requirements
Evaluate new product/service inputs and requirements
Identify potential improvements to existing products and services
Define product/service development requirements
Derive interoperability requirements for products and services
Derive safety requirements for products and services
Derive security requirements for products and services
Derive regulatory compliance requirements
Derive requirements from industry standards
Identify product/service bundling opportunities
Design and prototype products and services
Assign resources to product/service project
Identify requirements for product/service design/development partners
Prepare high-level business case and technical assessment
Develop product/service design specifications
Develop user experience design specifications
Provide warranty-related recommendations
Conduct mandatory and elective external reviews
Review product troubleshooting methodology
Design and manage product data, design, and bill of materials
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
Finalize product/service characteristics and business cases
Design and obtain necessary capabilities/materials and equipment
Identify requirements for changes to manufacturing/delivery processes
Install and validate production/service delivery process
Understand markets, customers, and capabilities
Perform customer and market intelligence analysis
Analyze competing organizations, competitive/substitute products/services
Assess internal and external business environment
Evaluate and prioritize market opportunities
Identify under-served and saturated market segments
Prioritize opportunities consistent with capabilities and overall business strategy
Define offering and customer value proposition
Develop value proposition including brand positioning for target segments
Validate value proposition with target segments
Establish guidelines for applying pricing and discounting of products/services
Approve pricing strategies/policies and targets
Determine channel role and fit with target segments
Evaluate channel attributes and potential partners
Orchestrate seamless customer experience across supported channels
Develop omni-channel policies and procedures
Establish channel-specific metrics and targets
Monitor and report events influencing factors
Develop marketing communication strategy
Define internal marketing communication strategy
Identify new media for marketing communication
Define point of sale (POS) communication strategy
Define communication guidelines and mechanisms
Design and manage 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 goals, objectives, and metrics for products/services by channel/segment
Confirm marketing alignment to business strategy
Determine projected ROI for marketing investment
Understand resource requirements for each product/service and delivery channel/method
Determine pricing based on volume/unit forecast
Develop and manage promotional activities
Define promotional concepts and objectives
Evaluate promotional performance metrics
Incorporate learning into future/planned consumer promotions
Analyze customer attrition and retention rates
Revise customer strategies, objectives, and plans based on metrics
Monitor and respond to social media activity
Develop business rules to provide personalized offers
Monitor effectiveness of personalized offers and adjust offers accordingly
Gather current and historic order information
Analyze historical and planned promotions and events
Develop sales partner/alliance relationships
Design alliance programs and methods for selecting and managing relationships
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
Validate and qualify leads/opportunities
Match opportunities to business strategy
Collect and merge internal and third-party customer information
Develop and manage sales proposals, bids, and quotes
Receive Request For Proposal (RFP)/Request For Quote (RFQ)
Understand customer business and requirements
Develop pricing and scheduling estimates
Submit/present bid/proposal/quote to customer
Collect and maintain account information
Record key customer communication profile details
Identify/perform cross-sell/up-sell activity
Handle order inquiries including post-order fulfillment transactions
Provide sales and product/service training to sales partners/alliances
Provide certification enablement training
Provide marketing materials to sales partners/alliances
Manage sales partner/alliance master data
Plan for and align supply chain resources
Develop production and materials strategies
Define production network and supply constraints
Define production workplace layout and infrastructure
Monitor activity against forecast and revise forecast
Evaluate and revise forecasting approach
Collaborate with supplier and contract manufacturers
Identify critical materials and supplier capacity
Model production network to enable simulation and optimization
Determine finished goods inventory requirements at destination
Determine product storage facility requirements
Manage collaborative replenishment planning
Calculate and optimize destination dispatch plan
Calculate and optimize destination load plans
Establish distribution planning constraints
Establish distribution center layout constraints
Establish inventory management constraints
Establish transportation management constraints
Establish storage management constraints
Develop quality standards and procedures
Seek opportunities to improve efficiency and value
Collaborate with suppliers to identify sourcing opportunities
Select suppliers and develop/maintain contracts
Prepare/Analyze procurement and vendor performance
Support inventory and production processes
Schedule production orders and create lots
Schedule preventive (planned) maintenance (preventive maintenance orders)
Schedule requested (unplanned) maintenance (work order cycle)
Release production orders and create lots
Perform testing using the standard testing procedure
Track and analyze non-conformance trends
Maintain production records and manage lot traceability
Translate customer service requirements into logistics requirements
Develop and maintain delivery service policy
Optimize transportation schedules and costs
Receive, inspect, and store inbound deliveries
Pick, pack, and ship product for delivery
Track third-party logistics storage and shipping performance
Manage physical finished goods inventory
Plan, transport, and deliver outbound product
Process and audit carrier invoices and documents
Establish service delivery governance and strategies
Set up and maintain service delivery governance and management system
Manage service delivery development and direction
Solicit feedback from customer on service delivery satisfaction
Define service delivery network and supply constraints
Review and validate service delivery procedures
Define service delivery workplace layout and infrastructure
Determine availability of skills to deliver on current and forecast customer orders
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
Understand customer requirements and define refine approach
Conduct service delivery/project review and evaluate success
Complete/finalize financial management activities
Confirm delivery according to contract terms
Develop customer care/customer service strategy
Define customer service requirements across the enterprise
Define and manage customer service channel strategy
Define customer service policies and procedures
Establish target service level for each customer segment
Determine and document warranty policies
Create and manage warranty rules/claim codes for products
Agree warranty responsibilities with suppliers
Define warranty related offerings for customers
Communicate warranty policies and offerings
Plan and manage customer service contacts
Plan and manage customer service work force
Forecast volume of customer service contacts
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
Analyze customer complaints and response/redressal
Report incidents and risks to regulatory bodies
Investigate issue/perform root cause analysis
Receive investigation result/recommendation for corrective action
Notify originator of approve/reject decision
Reconcile warranty transaction disposition
Identify and schedule resources to meet service requirements
Create service order fulfillment schedule
Organize daily service order fulfillment schedule
Identify completed service orders for feedback
Identify incomplete service orders and service failures
Solicit customer feedback on services delivered
Process customer feedback on services delivered
Manage repair/refurbishment and return to customer/stock
Manage product recalls and regulatory audits
Assess the likelihood and consequences of occurrence of any hazards
Evaluate customer service operations and customer satisfaction
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
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 opportunities to eliminate warranty waste
Develop and manage human resources planning, policies, and strategies
Define HR and business function roles and accountability
Develop strategy for HR systems/technologies/tools
Develop and implement workforce strategy and policies
Gather skill requirements according to corporate strategy and market environment
Plan employee resourcing requirements per business unit/organization
Develop high performers/leadership programs
Monitor and update strategy, plans, and policies
Measure contribution to business strategy
Communicate plans and provide updates to stakeholders
Align staffing plan to work force plan and business unit strategies/resource needs
Determine recruitment methods and channels
Identify and deploy candidate selection tools
Complete position classification and level of experience
Archive and retain records of non- hires
Manage employee orientation and deployment
Create/maintain employee on-boarding program
Evaluate the effectiveness of the employee on-boarding program
Review, appraise, and manage employee performance
Develop employee career plans and career paths
Manage employee skill and competency development
Align employee with organization development needs
Align learning programs with competencies
Establish training needs by analysis of required and available skills
Develop, conduct, and manage employee and/or management training programs
Liaise with external certification authorities
Administer certificate issue and maintenance
Develop and manage reward, recognition, and motivation programs
Develop salary/compensation structure and plan
Perform competitive analysis of benefit and rewards
Identify compensation requirements based on financial, benefits, and HR policies
Administer compensation and rewards to employees
Manage employee assistance and retention
Deliver programs to support work/life balance for employees
Review retention and motivation indicators
Develop and implement employee outplacement
Receive required resources/skills and capabilities
Relocate employees and manage assignments
Manage employee information and analytics
Manage human resource information systems HRIS
Develop and manage time and attendance systems
Manage/Collect employee suggestions and perform employee research
Manage the business of information technology
Identify long-term IT needs of the enterprise in collaboration with stakeholders
Define strategic standards, guidelines, and principles
Define and establish IT architecture and development standards
Define strategic vendors for IT components
Establish IT governance organization and processes
Build strategic roadmap to develop IT capabilities in support of business objectives
Establish the current and future enterprise architecture definition
Confirm enterprise architecture maintenance approach
Maintain the relevance of the enterprise architecture
Act as clearinghouse for IT research and innovation
Analyze and evaluate the value of the IT portfolio for the enterprise
Provision resources in accordance with strategic priorities
Research technologies to innovate IT services and solutions
Transition viable technologies for IT services and solutions development
Evaluate and communicate IT business value and performance
Establish and monitor key performance indicators
Develop and manage IT customer relationships
Develop IT services and solutions strategy
Research IT services and solutions to address business and user requirements
Translate business and user requirements into IT services and solutions requirements
Formulate IT services and solutions strategic initiatives
Coordinate strategies with internal stakeholders to ensure alignment
Evaluate and select IT services and solutions strategic initiatives
Create and maintain the IT services and solutions catalog
Establish and maintain business and IT service-level agreements
Evaluate and report service-level attainment results
Communicate business and IT service-level improvement opportunities
Perform demand-side management (DSM) for IT services
Analyze IT services and solutions consumption and usage
Develop and implement incentive programs that improve consumption efficiency
Develop volume/unit forecast for IT services and solutions
Capture and analyze customer satisfaction
Assess and communicate customer satisfaction patterns
Initiate improvements based on customer satisfaction patterns
Develop IT services and solutions marketing strategy
Manage IT services and solutions advertising and promotional campaigns
Process and track IT services and solutions orders
Develop and implement security, privacy, and data protection controls
Establish information security, privacy, and data protection strategies and levels
Test, evaluate, and implement information security and privacy and data protection controls
Develop information and content management strategies
Understand information and content management needs and the role of IT services for executing the business strategy
Assess the information and content management implications of new technologies
Identify and prioritize information and content management actions
Define the enterprise information architecture
Define information elements, composite structure, logical relationships and constraints, taxonomy, and derivation rules
Manage changes to content data architecture requirements
Define the enterprise information/data policies and standards
Develop and implement data and content administration
Perform enterprise data and content management
Define sources and destinations of content data
Manage technical interfaces to users of content
Manage retention, revision, and retirement of enterprise information
Develop and maintain information technology solutions
Establish sourcing strategy for IT development
Define development processes, methodologies, and tools standards
Select development methodologies and tools
Perform IT services and solutions life cycle planning
Plan development of feature and functionality enhancement
Develop life cycle plan for IT services and solutions
Develop and maintain IT services and solutions architecture
Create IT services and solutions architecture
Revise IT services and solutions architecture
Retire IT services and solutions architecture
Acquire/Develop IT service/solution components
Understand upkeep/enhance requirements and defect analysis
Design change to existing IT service/solution
Acquire/Develop changed IT service/solution component
Establish IT services and solutions change policies
Define deployment process, procedures, and tools standards
Select deployment methodologies and tools
Understand and coordinate release design and acceptance
Deliver and support information technology services
Develop IT services and solution delivery strategy
Establish sourcing strategy for IT delivery
Define delivery processes, procedures, and tools standards
Establish sourcing strategy for IT support
Perform planning and management accounting
Develop and maintain budget policies and procedures
Operationalize and implement plans to achieve budget
Perform variance analysis against forecasts and budgets
Manage asset resource deployment and utilization
Evaluate and manage financial performance
Assess customer and product profitability
Track performance of new-customer and product strategies
Prepare activity-based performance measures
Analyze/Approve new account applications
Reinstate or suspend accounts based on credit policies
Establish policies for delinquent accounts
Correspond/Negotiate with delinquent accounts
Discuss account resolution with internal parties
Manage and process adjustments/deductions
Establish policies/procedures for adjustments
Discuss resolution with internal parties
Perform general accounting and reporting
Post and reconcile intercompany transactions
Perform consolidations and process eliminations
Establish fixed-asset policies and procedures
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
Track fixed-assets including physical inventory
Provide fixed-asset data to support tax, statutory, and regulatory 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
Produce quarterly/annual filings and shareholder 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
Monitor and track capital projects and budget spending
Measure financial returns on completed capital projects
Analyze and report paid and unpaid leave
Monitor regular, overtime, and other hours
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
Calculate and pay applicable payroll taxes
Produce and distribute employee annual tax statements
Process accounts payable and expense reimbursements
Verify AP pay file with purchase order vendor master file
Audit invoices and key data in AP system
Process financial accruals and reversals
Establish and communicate expense reimbursement policies and approval limits
Establish scope and governance of treasury operations
Develop and confirm internal controls for treasury
Process and oversee electronic fund transfers (EFTs)
Produce cash management accounting transactions and reports
Manage and oversee banking relationships
Analyze, negotiate, resolve, and confirm bank fees
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 financial intermediary relationships
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
Determine interest rate exposure for all markets
Determine interest rate hedge requirements in accordance with risk policy
Determine foreign exchange exposure for all currencies
Determine foreign exchange hedge requirements in accordance with risk policy
Mange foreign exchange balance sheet risk
Determine current customer exposures and limit exceptions
Resolve customer exposure limit violations
Produce hedge accounting transactions and reports
Establish internal controls, policies, and procedures
Establish board of directors and audit committee
Assign roles and responsibility for internal controls
Define business process objectives and risks
Operate controls and monitor compliance with internal controls policies and procedures
Implement and maintain controls-related enabling technologies and tools
Report to regulators, share-/debt-holders, securities exchanges, etc.
Develop foreign, national, state, and local tax strategy
Manage international funds/consolidation
Monitor currency exposure/hedge currency
Develop property strategy and long term vision
Confirm alignment of property requirements with business strategy
Manage construction or modification to building
Change fit/form/function of workspace and facilities
Manage capital program for productive assets
Perform construction performance management
Manage safety, security, and access to sites
Analyze assets and predict maintenance requirements
Integrate preventive maintenance into operations schedule
Identify work management tasks & priorities
Monitor maintenance performance against targets/contracts
Perform corrective asset maintenance and repairs
Identify unplanned maintenance requirements
Perform unplanned maintenance and repairs
Perform waste and hazardous goods management
Manage Enterprise Risk, Compliance, Remediation, and Resiliency
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
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
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
Assess risks using enterprise risk framework policies and procedures
Analyze risk activities and update plans
Establish compliance framework and policies
Develop enterprise compliance policies and procedures
Implement enterprise compliance activities
Maintain controls-related technologies and tools
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
Develop the business resilience strategy
Perform continuous business operations planning
Share knowledge of specific risks across other parts of the organization
Plan, build, and manage lender relations
Plan, build, and manage analyst relations
Manage government and industry relationships
Manage relations with quasi-government bodies
Manage relations with trade or industry groups
Evaluate the requirements for strategic relationships
Manage relations with board of directors
Develop and perform preventive law programs
Assess problem and determine work requirements
Engage/Retain outside counsel if necessary
Receive work product and manage/monitor case and work performed
Manage copyrights, patents, and trademarks
Maintain intellectual property rights and restrictions
Negotiate and document agreements/contracts
Develop and Manage Business Capabilities
Establish and maintain process management governance
Establish and maintain process tools and templates
Establish and maintain process framework
Identify and select improvement opportunities
Perform continuous improvement activities
Establish program structure and approach
Manage program stakeholders and partners
Identify project requirements and objectives
Assess culture and readiness for project management approach
Identify appropriate project management methodologies
Design recognition and reward approaches
Evaluate impact of project management (strategy and projects) on measures and outcomes
Promote and sustain activity and involvement
Realign and refresh project management strategy and approaches
Define critical-to-quality characteristics
Define process steps for controls (or integration points)
Prove capability to assess compliance with requirements
Implement and maintain the enterprise quality management system (EQMS)
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
Create environment and capability for EQMS improvement(s)
Create and maintain quality partnerships
Maintain talent capabilities and competencies
Incorporate EQMS messaging into communication channels
Assure independent EQMS management access to appropriate authority in the organization
Establish accountability for change management
Create commitment for improvement/change
Reengineer business processes and systems
Support transition to new roles or exit strategies for incumbents
Capture and reuse lessons learned from change process
Develop and manage enterprise-wide knowledge management (KM) capability
Define roles and accountability of core group versus operating units
Develop training and communication plans
Develop strategic measures and indicators
Assess maturity of existing KM initiatives
Create and manage organizational performance strategy
Create enterprise measurement systems model
Conduct internal process and external competitive benchmarking
Establish appropriate performance indicators (metrics)
Analyze performance against benchmark data
Manage environmental health and safety (EHS)
Determine environmental health and safety impacts
Evaluate environmental impact of products, services, and operations
Conduct health and safety and environmental audits
Develop and execute functional EHS program
Identify regulatory and stakeholder requirements
Communicate EHS issues to stakeholders and provide support
Monitor and manage functional EHS management program