ThingsBusiness Processes

Retail Processes

Industry-specific business processes and workflows for retail

Index

Process	ID
Develop Vision and Strategy	1.0
Develop and Manage Customer Experience	2.0
Market Products and Services	3.0
Merchandise Products and Services	4.0
Deliver Products	5.0
Deliver Services	6.0
Develop and Manage Human Capital	7.0
Manage Information Technology (IT)	8.0
Manage Financial Resources	9.0
Acquire, Construct, and Manage Assets	10.0
Manage Enterprise Risk, Compliance, Remediation, and Resiliency	11.0
Manage External Relationships	12.0
Develop and Manage Business Capabilities	13.0

Develop Vision and Strategy

Define the business concept and long-term vision

Assess the external environment

Identify competitors
Analyze and Evaluate competition
Identify economic trends
Identify political and regulatory issues
Assess new technology innovations
Analyze demographics
Identify social and cultural changes
Identify ecological concerns
Identify intellectual property concerns
Evaluate IP acquisition options

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
Evaluate acquisition options
Evaluate merger options
Evaluate de-merger options
Evaluate divesture options

Develop business strategy

Develop overall mission statement

Define current business
Formulate mission
Communicate mission

Define and evaluate strategic options to achieve the objectives

Define strategic options
Select partnerships and relationships to support the extended enterprise
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 B2B strategy
Develop service as a product strategy
Develop B2C strategy
Develop partner/alliance strategy
Develop merger/demerger/acquisition/exit strategy
Develop innovation strategy
Develop sustainability strategy
Develop global support strategy
Develop shared services strategy
Develop lean/continuous improvement strategy
Develop innovation strategy and framework

Select long-term business strategy

Coordinate and align functional and process strategies

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 hand-off 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 goals

Identify organizational goals
Establish baseline metrics
Monitor performance against goals

Formulate business unit strategies

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

Develop customer experience strategy

Assess customer experience
Identify and review customer touchpoints
Assess customer experience across touchpoints
Perform root cause analysis of problematic customer experiences
Design customer experience
Define and manage customer personas
Create customer journey maps
Define single view of the customer for the organization
Define a vision for the customer experience
Validate with customers
Align experience with brand values and business strategies
Develop content strategy
Design customer experience support structure
Identify required capabilities
Identify impact on functional processes
Develop customer experience roadmap to develop and implement defined capabilities

Communicate strategies internally and externally

Execute and measure strategic initiatives

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

Execute strategic initiatives

Develop and maintain business models

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 business model governance

Develop and Manage Customer Experience

Operate direct channels

Develop and manage online experience

Determine online assortment
Develop online page layouts
Develop site layout

Provide customer self-service

Assess opportunities for self-service
Develop self-service delivery solutions
Assess and improve self-service delivery experience

Manage shopping cart

Track shopping cart adds and deletes
Develop business rules to increase conversions
Monitor performance and adjust rules
Accept online payments

Develop and manage catalog

Determine catalog assortment
Develop catalog format and covers
Develop page layouts
Manage printing and distribution

Analyze performance (page, etc.)

Develop metrics for on-line and catalog performance
Collect on-line and catalog performance data
Analyze performance
Develop plan for improvements

Manage customer product reviews

Solicit customers to provide online reviews
Review customer feedback
Develop action plan to improve customer satisfaction

Develop and manage retail store channel

Build store format and site plan

Develop store format requirements
Develop site plan based on overall business strategy

Develop store layouts

Create floor plans for each store
Design seasonal layouts (planograms)
Test store layouts in concept store
Assess and adjust store layouts

Manage store collaboration

Develop communications plan for store to HQ communication
Act on store feedback
Provide store performance information to the store
Send merchandising execution to stores
Develop training programs

Operate retail store

Operate customer checkout

Process customer purchases
Accept payments
Maintain customer checkout area

Operate in-store customer service desk

Accept returns
Process special orders
Process layaway purchases
Handle special requests
Handle complaints
Manage store pick-up orders

Provide floor customer service

Provide product expertise
Assist in locating products
Assist in handling products
Enhance customer experience
Provide specialty services

Manage store inventory

Receive deliveries
Restock shelves
Monitor and remedy out of stocks
Perform cycle counts
Check cross-store inventory
Respond to cross-store inventory requests

Manage store cash

Develop and execute store cash management policy and procedures
Sign out cash drawers
Close and reconcile cash drawers
Reconcile receipts
Deposit cash

Plan and manage retail store workforce

Estimate retail store workload
Schedule retail store labor
Assign tasks
Approve retail store overtime
Monitor and adjust labor levels

Execute floor merchandising and promotions

Arrange floor displays and merchandise
Maintain shelf tagging
Maintain signage
Manage floor fixtures
Execute floor promotional activities

Analyze and manage store performance

Review and analyze key metrics and KPIs for store
Develop and implement action plans to improve performance

Manage retail story regulatory compliance

Develop compliance training program
Monitor compliance with channel-specific regulatory requirements
Report and rectify violations

Develop and manage omni channel

Define and manage channel strategy

Evaluate channel attributes and partners
Determine channel fit with target segments
Select channels for target segments

Develop customer service strategy

Develop customer service segmentation/prioritization (e.g., tiers)
Analyze existing customers
Analyze feedback of customer needs
Define customer service policies and procedures
Establish service levels for customers

Analyze channel performance

Establish channel-specific metrics and targets
Monitor and report performance
Monitor and report events influencing factors (weather, disasters, etc.)

Prevent loss

Monitor suspicious activity
Monitor return merchandise patterns
Develop loss-prevention training program
Assess and remedy potential dangerous conditions

Develop and manage operations policy and procedures

Develop store operating procedures
Develop procedures for returns
Develop procedures for layaway
Develop procedures for special orders
Develop procedures for store pickup
Develop operations policies and procedures training program

Manage omni-channel experience (relationship)

Define omni-channel strategy
Define omni-channel requirements
Develop omni-channel policies and procedures
Manage omni-channel customer information
Orchestrate seamless omni-channel experience

Manage customer relationship

Define customer relationship policies and procedures

Develop call center operating procedures
Develop operating procedures for orders
Develop operating procedures for returns
Develop operating procedures for complaints
Develop customer scripts for policies
Develop training for call center associates

Measure and evaluate customer satisfaction

Measure customer satisfaction with customer requests/inquiries handling
Gather and solicit post-sale customer feedback on products and services requests/inquiries handling
Solicit post-sale customer feedback on ad effectiveness requests/inquiries handling
Analyze product and service satisfaction data and identify improvement opportunities requests/inquiries handling
Provide customer feedback to product management on products and services requests/inquiries handling
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
Analyze product and service satisfaction data and identify improvement opportunities
Provide customer feedback to product management on products and services
Measure customer satisfaction with ordering experience

Maintain customer master data

Collect and merge internal and third-party customer information
De-duplicate customer data
Create and manage households
Maintain demographic and purchase history information

Market Products and Services

Perform customer and market analysis

Perform analysis

Conduct customer and market research
Identify market segments
Analyze market and industry trends
Analyze competing organizations, competitive/substitute products
Evaluate existing products/brands
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

Track and respond to shopper insight

Track customer site activity
Track customer purchase patterns
Develop business rules to provide personalized offers
Monitor effectiveness and adjust offers

Market to customers

Promote and manage brands

Define unique brand positioning
Align market strategy (product assortment, pricing, merchandising, etc.) to align to positioning
Determine strategic investment plan (% breakout of build awareness vs customer acquisition and retention, etc.)
Manage brand licensing and usage
Measure and reassess activities against strategy, plan, and investment

Develop and manage promotional activities

Define promotional concepts
Plan and test promotional activities
Execute promotional activities
Evaluate promotional performance metrics
Refine promotional performance metrics
Incorporate learning into future/planned promotions

Develop social media strategy
Define social media performance metrics
Monitor and respond to social media activity
Execute social media campaigns
Evaluate social media performance metrics

Develop and manage media campaigns

Define media objectives
Develop marketing messages
Define target audience
Engage media provider
Develop and execute advertising
Develop and execute other marketing campaigns/programs
Assess brand/product marketing plan performance

Manage product marketing content

Manage product images
Manage product copy

Develop and manage customer loyalty programs

Determine customer loyalty/lifetime value
Analyze customer revenue trend
Analyze customer attrition and retention rates
Analyze customer metrics
Revise customer strategies, objectives, and plans based on metrics
Define and manage customer loyalty program benefits and events

Merchandise Products and Services

Develop product plan

Develop category plan

Analyze category/product positioning and performance
Forecast category demand by market/channel
Assign revenue and margin targets to each category

Define assortment plan

Define cross-sell/up-sell substitutes
Evaluate performance of existing products/services against market opportunities
Define product/service requirements
Identify potential improvements to existing products and services
Identify potential new products and services
Develop product plan to meet category goals
Develop item assortment plan
Develop and manage packaging strategy
Plan packaging strategy
Test packaging options
Execute packaging strategy
Refine packaging

Develop and manage sales and pricing plan

Gather current and historic order information
Analyze sales trends and patterns
Generate sales forecast
Analyze historical and planned promotions and events
Generate open-to-buy orders

Develop allocation plan

Assess channel and store demand for products and services
Forecast channel and store demand for products and services
Develop inventory allocation plan
Monitor and adjust inventory levels to meet demand

Manage product lifecycle

Introduce new products/services
Execute pricing plan
Monitor sales and margin performance
Retire outdated products/services

Manage product development lifecycle

Develop manufacturing outsourcing strategy

Assess manufacturer capabilities vs requirements
Assess availability of materials
Set market penetration targets
Prepare business case

Design products

Develop product/service design specifications
Document design specifications
Conduct mandatory and elective external reviews (legal, regulatory, standards, internal)
Build prototypes

Procure materials

Assess material requirements across product lines
Contract with material suppliers
Issue material purchase orders

Manage contract with manufacturers

Collaborate on design with suppliers and contract manufacturers
Establish manufacturer metrics
Contract with manufacturers

Manage production

Integrate with demand management
Manage logistics
Monitor production vs metrics
Provide feedback to manufacturer and adjust contract
Monitor quality of product and adjust process
Provide end-to-end supply chain visibility

Source products

Develop sourcing plans

Develop procurement plan
Clarify purchasing requirements
Develop inventory strategy
Match needs to supply capabilities
Analyze company spend profile
Seek opportunities to improve efficiency and value
Collaborate with suppliers to identify sourcing opportunities
Negotiate trade agreements with vendors

Purchase product

Process/Review requisitions
Approve requisitions
Solicit/Track vendor quotes
Create/Distribute purchase orders
Expedite orders and satisfy inquiries
Record receipt of goods
Research/Resolve exceptions

Manage supplier performance

Monitor/Manage supplier information
Prepare/Analyze procurement and vendor performance
Monitor quality of product delivered

Select suppliers and develop/maintain contracts

Select suppliers
Certify and validate suppliers
Negotiate and establish contracts
Manage contracts
Negotiate supplier/vendor trade spend

Manage demand

Develop baseline demand forecasts
Collaborate demand with customers
Evaluate and revise demand forecasting approach
Measure demand forecast accuracy
Develop replenishment orders

Manage product master data

Create new item
Create item attributes
Maintain product attributes

Deliver Products

Operate warehouse

Plan warehouse layout and operations

Establish distribution planning constraints
Establish distribution center layout constraints
Establish inventory management constraints
Establish transportation management constraints
Determine product inventory requirements at destination
Plan inbound material receipts
Plan outbound product flow

Manage inventory

Plan inventory and replenishment levels
Track quantity and location of items
Determine lot numbering system
Determine lot usage
Track and manage lots and serial numbered items
Track inventory deployment
Receive, inspect, and store inbound deliveries
Track product availability
Track inventory accuracy
Track third-party logistics storage and shipping performance
Manage physical finished goods inventory
Prepare items/products for sale
Repackage items into SKUs

Manage loading docks and yard

Analyze and forecast yard/dock traffic
Execute yard and dock schedules
Adjust schedules

Pick, pack, and ship

Analyze product velocities
Develop pick plan/patterns
Generate pick lists and pick
Pack orders and apply shipping labels
Load trucks

Plan and manage workforce

Estimate workload
Schedule labor
Approve overtime
Assign and manage tasks
Monitor and adjust labor level

Manage returns

Authorize and process returns
Perform reverse logistics
Perform salvage activities
Manage and process warranty claims
Manage repair/refurbishment and return to customer/stock

Transfer product cross-dock

Manage transportation and logistics

Define distribution plan

Analyze sources and destinations of goods
Analyze average and peak goods flows and lead times
Identify and assess transportation and storage alternatives
Develop overall distribution plan
Assess performance and adjust plan

Plan transportation network

Assess current transportation network performance
Select transportation suppliers
Negotiate contracts with transportation suppliers
Optimize transportation schedules and costs
Define key performance measures
Define routing policies

Plan and manage inbound product flow

Manage inbound product flow
Monitor inbound delivery performance
Manage flow of returned products

Manage imports/exports

Understand import/export laws and regulations
Establish import/export policies and procedures
Monitor import/export activities for compliance
Report and resolve violations

Operate outbound transportation

Plan, transport, and deliver outbound product
Manage transportation fleet
Process and audit carrier invoices and documents
Plan carriers and routes
Contract transportation suppliers
Optimize backhaul opportunities

Track carrier performance

Manage enterprise inventory

Replenish retail stores

Monitor retail store inventory levels
Generate replenishment orders
Execute replenishment orders from warehouse

Balance enterprise inventory

Allocate inventory to stores
Monitor and adjust inventory levels
Balance inventory to maximize sales
Manage ship from store and store pickup inventory levels
Manage pullbacks from stores

Replenish fulfillment centers

Monitor enterprise inventory levels
Generate purchase orders
Receive and distribute replenishment orders from suppliers

Manage direct-to-store-delivery

Deliver Services

Establish service delivery governance and strategies

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 resources

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

Deliver service to customer

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
Establish people objectives
Establish engagement rules
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 and Manage Human Capital

Develop and manage human resources (HR) planning, policies, and strategies

Develop human resources strategy

Identify strategic HR needs
Define HR and business function roles and accountability
Determine HR costs
Establish HR measures
Communicate HR strategies
Develop strategy for HR systems/technologies/tools
Manage employer branding

Develop and implement workforce strategy and policies

Gather skill requirements according to corporate strategy and market environment
Plan employee resourcing requirements per unit/organization
Develop compensation plan
Establish incentive plan
Develop succession plan
Develop high performers/leadership programs
Develop employee diversity plan
Develop training program
Develop recruitment program
Develop other HR programs
Develop HR policies
Administer HR policies
Plan employee benefits
Develop work force strategy models
Implement workforce strategy models

Monitor and update plans

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

Develop competency management models

Recruit, source, and select employees

Manage employee requisitions

Align staffing plan to work force plan and business unit strategies/resource needs
Develop and open job requisitions
Develop job descriptions
Post requisitions
Manage internal/external job posting Web sites
Modify 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
Complete position classification and level of experience
Archive and retain records of non-hires

Manage employee on-boarding, development, and training

Manage employee orientation and deployment

Create/maintain employee on-boarding program
Develop employee induction program
Maintain/Update employee induction program
Evaluate the effectiveness of the employee on-boarding program
Execute on-boarding program

Manage employee performance

Define employee performance objectives
Review, appraise, and manage employee performance
Evaluate and review performance program

Manage employee 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
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
Manage examinations and certifications
Liaise with external certification authorities
Administer certification tests
Appraise experience qualifications
Administer certificate issue and maintenance

Manage employee relations

Manage labor relations

Manage collective bargaining process

Manage labor management partnerships

Manage employee grievances

Reward and retain employees

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

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
Review retention and motivation indicators
Review compensation plan

Administer payroll

Redeploy and retire employees

Manage promotion and demotion process

Manage separation

Manage retirement

Manage leave of absence

Develop and implement employee outplacement

Manage workforce scheduling

Receive required resources/skills and capabilities
Manage resource deployment

Relocate employees and manage assignments

Manage expatriates

Manage employee information and analytics

Manage reporting processes

Manage employee inquiry process

Manage and maintain employee data

Manage human resource information systems HRIS

Develop and manage employee metrics

Develop and manage time and attendance systems

Manage/Collect employee suggestions and perform employee research

Manage employee communication

Develop employee communication plan

Conduct employee engagement surveys

Deliver employee communications

Manage Information Technology (IT)

Develop and manage IT customer relationships

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

Develop and manage IT business strategy

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 and manage IT resilience and risk

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

Manage information

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 content

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

Develop and manage services/solutions

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
Assess and validate IT service/solution requirements
Create service/solution design
Build and test IT service/solution components
Integrate IT components and services
Execute IT service/solution validation
Bundle service/solution deployment packaging
Manage service/solution process exceptions

Perform service/solution maintenance and testing

Execute IT service/solution maintenance lifecycle
Assess IT remediation
Modify service/solution design
Perform IT service/solution remediation
Manage service/solution operations
Prepare fixed/enhanced service/solution packaging

Deploy services/solutions

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

Asses 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

Create and manage support services/solutions

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
Schedule service delivery resources
Maintain/optimize batch job schedule
Schedule change/release windows
Schedule/optimize backup and archive activities
Balance operational workloads across available infrastructure components
Determine specific problem support procedures

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

Manage Financial Resources

Perform planning and management accounting

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

Perform revenue accounting

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

Perform general accounting and reporting

Manage 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

Manage fixed-asset project accounting

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

Process payroll

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 and expense reimbursements

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 personnel 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 operations

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 interest rate market data
Determine interest rate exposure for all markets
Determine interest rate hedge requirements in accordance with risk policy
Execute interest rate trades
Manage foreign exchange risk
Manage foreign exchange market data
Determine foreign exchange exposure for all currencies
Determine foreign exchange hedge requirements in accordance with risk policy
Execute foreign exchange trades
Manage foreign exchange balance sheet risk
Manage exposure risk
Determine current customer exposures and limit exceptions
Resolve customer exposure limit violations
Manage customer collateral
Perform annual customer credit reviews
Execute hedging transactions
Measure physical positions
Establish hedges
Unwind hedges
Evaluate and refine hedging positions
Monitor credit
Produce hedge accounting transactions and reports

Manage financial fraud/dispute cases

Manage internal controls

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

Design and implement control activities
Monitor control effectiveness
Remediate control deficiencies
Create compliance function
Operate compliance function
Implement and maintain controls-related enabling technologies and tools

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

Manage taxes

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

Manage international funds/consolidation

Monitor international rates

Manage transactions

Monitor currency exposure/hedge currency

Report results

Perform global trade services

Screen sanctioned party list

Control exports and imports

Classify products

Perform currency conversion

Calculate duty

Communicate with customs

Document trade

Process trade preferences

Handle restitution

Prepare letter of credit

Acquire, Construct, and Manage Assets

Plan and acquire assets

Develop property strategy and long term vision

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

Design and construct productive assets

Manage capital program for productive 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

Maintain productive assets

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

Dispose of assets

Develop exit strategy

Decommission productive assets

Perform sale or trade

Perform abandonment

Perform waste and hazardous goods management

Manage Enterprise Risk, Compliance, Remediation, and Resiliency

Manage enterprise risk

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
Assess adequacy of insurance coverage
Implement mitigation plans for risks
Monitor risks
Analyze risk activities and update plans
Report on risk activities

Manage compliance

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 remediation efforts

Create remediation plans

Contact and confer with experts

Identify/dedicate resources

Investigate legal aspects

Investigate damage cause

Amend or create policy

Manage business resiliency

Develop the business resilience strategy

Perform continuous business operations planning

Test continuous business operations

Maintain continuous business operations

Manage External Relationships

Build investor relationships

Plan, build, and manage lender relations

Plan, build, and manage analyst relations

Communicate with shareholders

Manage government and industry relationships

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

Manage lobby activities

Manage relations with board of directors

Report financial results

Report audit findings

Manage legal and ethical issues

Create ethics policies

Manage corporate governance policies

Develop and perform preventive law programs

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

Resolve disputes and litigations

Provide legal advice/counseling

Negotiate and document agreements/contracts

Manage public relations program

Manage community relations

Manage media relations

Promote political stability

Create press releases

Issue press releases

Develop and Manage Business Capabilities

Manage business processes

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 published best practices
Model and document processes
Publish processes

Manage process performance

Provide process training
Support process execution
Measure and report process performance
Identify additional metrics as required

Improve processes

Identify and select improvement opportunities
Manage improvement projects
Perform continuous improvement activities

Manage portfolio, program, and project

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 project requirements and objectives
Identify project resource requirements
Assess culture and readiness for project management approach
Create business case and obtain funding
Develop project measures and indicators
Identify appropriate project management methodologies
Develop project plans
Define roles and resources
Acquire/secure project resources
Identify specific IT requirements
Create training and communication plans
Design recognition and reward approaches
Design and plan launch of project
Deploy the project
Execute projects
Evaluate impact of project management (strategy and projects) on measures and outcomes
Report the status of project
Manage project scope
Promote and sustain activity and involvement
Realign and refresh project management strategy and approaches
Review and report project performance
Close projects

Manage enterprise quality

Establish quality requirements

Define critical-to-quality characteristics
Define preventive quality activities
Develop quality controls
Define process steps for controls (or integration points)
Define sampling plan
Identify measurement methods
Define required competencies
Prove capability to assess compliance with requirements
Finalize quality plan

Evaluate performance to requirements

Test against quality plan
Conduct test and collect data
Record result(s)
Determine disposition of result(s)
Assess results of tests
Assess sample significance
Summarize result(s)
Recommend actions
Decide next steps

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)
Reward quality excellence
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
Transfer proven EQMS methods