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the process


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Universal Process
Classification Scheme
The Universal Process Classification
Scheme provides a framework of
13 core business processes and more
than 140 sub-processes that help your
company achieve peak performance.
Produce & deliver
products & services
Operating processes

1 2 3 4 7
Understand Develop vision Design Market Invoice &
markets & & strategy products & & sell
6 service
customers services customers
Produce & deliver
for service-

Management processes

Best practices describe the steps leading

8 Develop & manage human resources companies take to achieve peak performance.
Looking to those businesses that perform a process
best for insights enables the kind of breakthrough
9 Manage information resources & technology improvement that allows you to leap ahead of the
competition, instead of merely keeping pace. By
focusing on top performers with proven results, the
10 Manage financial & physical resources Global Best Practices® knowledge base offers the
richest source of insight.

11 Execute environmental, health & safety Understanding those insights requires a different point of
management program view – what we call a process view. To facilitate this idea
exchange, Arthur Andersen and the founding members of
12 Manage external relationships the International Benchmarking Clearinghouse came
together to create the Universal Process Classification
Scheme. It defines key processes that every business
13 Manage improvement & change performs, and serves as the framework for navigating the
content and tools in our knowledge base.
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1.0 Understand markets & customers 4.2 Sell products & services Develop succession & career plans 11.0 Execute environmental, health, &
1.1 Determine customer needs & wants Sell to customers through a field sales force Manage international assignments safety management program (EHS)
Capture & assess customer feedback Sell to customers through retail operations Create & deploy teams 11.1 Formulate EHS management strategy
Predict customer purchasing behavior Sell to customers through the Internet 8.4 Develop & train employees Provide corporate EHS program leadership
Sell to customers through direct marketing Define EHS strategy
1.2 Measure customer satisfaction 8.5 Motivate & retain employees
Manage wholesalers, retailers, & distributors Define EHS policy
Monitor satisfaction with products & services Manage compensation
Monitor satisfaction with problem resolution 4.3 Manage customer orders Manage employee performance, reward, & recognition Include environmental concerns in sales & marketing strategies
Monitor satisfaction with communication Ensure employee involvement 11.2 Formalize environmental management system (EMS)
1.3 Monitor changes in market or customer expectations 5.0 Produce & deliver products & services Manage & administer benefits Develop specific objectives & goals based on the environmental
Determine deficiency of products & services 5.1 Plan for & acquire necessary resources Develop work-life programs policy statement
Identify innovations that meet customer wants & needs Select & manage suppliers Diversify workforce Define environmental management system
Monitor competitive offerings Purchase capital goods 8.6 Manage labor-management relationships Assign EMS accountabilities & responsibilities
Purchase materials & supplies 8.7 Manage changes in employment status Perform EMS gap analysis
2.0 Develop vision & strategy Manage service contracts Conduct EMS training
5.2 Convert resources or inputs into products Manage EMS information
2.1 Monitor the external environment 9.0 Manage information resources
Analyze & understand competition Develop production process & technology 11.3 Manage environmental program
Identify economic trends Schedule production Identify & prioritize environmental aspects of processes
9.1 Manage information resources
Identify political & regulatory issues Move materials & resources & products
Manage records & documents
Assess technology innovations Make & package product Identify & manage environmental & business conflicts
Leverage data & information
Identify social & cultural changes 5.3 Transport & deliver products Define & manage environmental options in the supply chain
Leverage organizational knowledge
Arrange product shipment Include environmental policies in product programs
2.2 Define the business concept & strategy 9.2 Manage information technology
Select relevant markets Deliver & install products for customers 11.4 Manage EHS costs & benefits
Define & manage organization & strategy
Develop long-term vision Identify & meet customer service requirements Define EHS activities
Acquire, develop, deploy, & support technology solutions
Formulate business unit strategy 5.4 Manage production & delivery process Quantify EHS costs & benefits
Support users
Warehouse or store products Identify future EHS opportunities & risks
2.3 Design the organizational structure Manage technical environment
Manage inventories Identify costs of life cycle alternatives
Manage international operations Manage security
Manage delivery process Integrate environmental costs & benefits into
Outsource noncritical functions Ensure continuity of systems
Assure product quality business systems
Franchise products & services
Create shared services centers Schedule & perform maintenance 10.0 Manage financial & physical resources 11.5 Manage EHS remediation projects
Manage strategic alliances Monitor environmental, health, & safety performance 11.6 Manage environmental insurance recovery program
10.1 Manage financial resources
Manage mergers & acquisitions Develop budgets 11.7 Measure & report EHS performance
2.4 Develop & set organizational goals 6.0 Produce & deliver for service- Manage capital planning
oriented organizations Design capital structure 12.0 Manage external relationships
3.0 Design products & services 6.1 Plan for & acquire necessary resources Manage cash flow 12.1 Communicate with shareholders
3.1 Develop new product or service concept & plans Select & manage suppliers Manage financial risk 12.2 Manage government relations
Translate customer needs & wants into products or services Purchase materials & supplies 10.2 Process finance & accounting transactions 12.3 Build lender relationships
Plan & deploy cost & quality targets Manage service contracts Process accounts payable
6.2 Develop human resources skills 12.4 Develop public relations program
Target product life cycle & development timing Process payroll
Assess & integrate technology into products or services Define skill requirements Process accounts receivable, credit, & collections 12.5 Manage relations with board of directors
3.2 Design, build, & evaluate prototype products or services Identify & implement training Close the books 12.6 Develop community relations
Develop product or service specifications Monitor & manage skill development Manage travel expenses 12.7 Manage ethical issues
Conduct concurrent engineering 6.3 Deliver service to the customer Implement a transfer pricing policy
Implement value engineering Confirm specific service requirements for customers 10.3 Report information 13.0 Manage improvement & change
Implement design for environment program Identify & schedule resources to meet service requirements Provide external financial information 13.1 Measure organizational performance
3.3 Refine existing products or services 6.4 Ensure quality of service Provide internal financial information Create measurement systems
Develop product or service enhancements 10.4 Conduct internal audits Measure product & service quality
Eliminate quality & reliability problems 7.0 Invoice & service customers 10.5 Manage the tax function Measure costs
Eliminate outdated products or services 7.1 Bill the customer Ensure national tax compliance Measure productivity
3.4 Test effectiveness of new or revised products or services Develop, deliver, & maintain customer billing Ensure local tax compliance 13.2 Conduct quality assessments
3.5 Prepare for production Respond to billing inquiries Ensure international tax compliance Conduct quality assessments based on external criteria
3.6 Manage the product or service development process 7.2 Provide customer service Manage tax controversies Conduct quality assessments based on internal criteria
Implement project management Provide post-sales service 10.6 Manage physical resources 13.3 Benchmark performance
Handle warranties & claims Manage fleet assets Develop benchmarking capabilities
3.7 Manage intellectual property
Apply for & manage patents 7.3 Respond to customer inquiries Manage fixed assets Conduct process benchmarking
Secure copyright & trademark protection Respond to information requests Manage facilities Conduct competitive benchmarking
Protect trade secrets Manage customer complaints Manage physical risk 13.4 Apply best practices
10.7 Manage integrity risk Implement continuous process improvement
4.0 Market & sell 8.0 Develop & manage human resources 10.8 Manage business continuity planning Reengineer business processes & systems
4.1 Develop sales & marketing strategies 8.1 Create & manage human resource strategy 10.9 Manage risk in emerging markets 13.5 Implement total quality management (TQM)
Identify market segments 8.2 Identify performance competencies Create commitment for TQM
Select channels of distribution Develop leadership competencies Design & implement TQM systems
Develop pricing strategy Expand finance competencies Manage TQM life cycle
Develop advertising & promotion strategies 8.3 Manage deployment of personnel
Develop sales forecast Plan & forecast workforce requirements
Establish presence in emerging markets Recruit, select, & hire employees