Version 7.0.5-en-XI ? October 2016
1
跨行業流程分類架構
版本號
Version 7.0.5
概述
跨行業流程分類架構
?
（
Process Clas-
sification Framework - PCF
）是跨職
能業務流程的分類法，可對組織內
部和組織之間的績效進行客觀的比
較。
PCF
由
APQC
及其成員公司所開
發，作為一種開放的標準，它能通
過流程管理和基準測試來促進流程
的改善，無論行業、規?；虻乩砦?/p>
置。
PCF
將運營和管理流程分為
13
個
企業級類別，包括流程組、
1000
多個
流程以及相關的活動。
PCF
及其相關
衡量方法和定義可從
www.apqc.org/pcf
免費下載。
流程改進的框架
經驗表明，可推動顯著進步的基準測試的潛力正是在于進行創新的比較以及找
尋行業范圍內不易被發現的獨到見解。為執行這一大有裨益的基準測試，
APQC
流程分類架構（
PCF
）
?
作為一種高層次、行業中立的企業流程模型，使得企業
組織可以從跨行業的角度去審視其業務流程?？缧袠I架構已被全球數以千計的
企業組織創造性地運用了超過
20
多年。PCF為APQC的開放標準基準測試
?
（
Open
Standards Benchmarking - OSB
）的數據庫和全球行業領導咨詢委員會的工作奠定
了基礎。隨著OSB數據庫進一步開發其定義、過程和衡量方法，
PCF
的每個版本
都將繼續得到加強。
PCF
及其相關的衡量方法和基準調查可從開放標準基準測試
（
OSB
）的網站
www.apqc.org/osb
下載。
歷史
跨行業流程分類架構?最初被設想為一種業務流程的分類法，以及一種可以使
APQC
成員組織們進行基準測試的通用語言。
APQC
和
80
多家有興趣推動在美
國和全球使用基準測試的企業組織參與到了初步設計中來。自從
1992
年成立以
來，
PCF
已經實現了其大部分內容的更新。這些更新通過世界各地的企業開展
業務的方式，來保持該架構的最前沿狀態。
2014
年，
APQC
致力于改善跨行業
PCF
，并更新了一些特定行業的流程分類架構。
OVERVIEW
Cross Industry Process Classification Framework?
(PCF) is a taxonomy of crossfunctional business
processes intended to allow the objective
comparison of organizational performance within
and among organizations. The PCF was developed
by APQC and its member companies as an open
standard to facilitate improvement through process
management and benchmarking, regardless of
industry, size, or location. The PCF organizes
operating and management processes into 13
enterprise-level categories, including process groups
and more than 1,000 processes and associated
activities. The PCF, its associated measures, and
definitions are available for download at no charge
at www.apqc.org/pcf.
THE FRAMEWORK FOR PROCESS
IMPROVEMENT
Experience shows that the potential of
benchmarking to drive dramatic improvement lies squarely in making out-of-the-box compari-
sons and searching for insights not typically found within intra-industry paradigms. To enable
this beneficial benchmarking, the APQC Process Classification Framework
?
(PCF) serves as a
high-level, industry-neutral enterprise process model that allows organizations to see their
business processes from a cross-industry viewpoint. The cross-industry framework has expe-
rienced more than 20 years of creative use by thousands of organizations worldwide. The PCF
provides the foundation for APQC’s Open Standards Benchmarking
?
(OSB) database and the
work of its advisory council of global industry leaders. Each version of the PCF will continue to
be enhanced as the OSB database further develops definitions, processes, and measures. The
PCF and associated measures and benchmarking surveys are available for download from the
Open Standards Benchmarking web site at
www.apqc.org/osb
HISTORY
The cross-industry Process Classification Framework
?
was originally envisioned as a
taxonomy of business processes and a common language through which APQC member orga-
nizations could benchmark their processes. The initial design involved APQC and more than
80 organizations with a strong interest in advancing the use of benchmarking in the United
States and worldwide. Since its inception in 1992, the PCF has seen updates to most of its
content. These updates keep the framework current with the ways that organizations do busi-
ness around the world. In 2014, APQC worked to enhance the cross-industry PCF and updated
a number of industry-specific process classification frameworks.
The PCF is written in United States English language format.
2.0
開發和管理產品
與服務
3.0
營銷和售賣產品
和服務
4.0
交付實物產品
5.0
交付服務
6.0
管理客戶服務
1.0
構建愿景和戰略
>
>
>
>
>
>
>
>
>
>
>
>
>
>
>
操作流程
管理和支持服務
7.0
開發和管理人力資本
8.0
管理信息技術
9.0
管理財務資源
10.0
獲取、建造和管理資產
11.0
管理企業風險、合規、整治和持續性
12.0
管理外部關系
13.0
開發和管理業務能力
2017.11.25
汽車行業流程分類框架PC
Q群459842191
2
Permission granted to photocopy for personal use. ?2016 APQC. ALL RIGHTS RESERVED.
流程分類架構
?
目錄
流程分類架構
?
目錄
內容組織
3
PCF等級的解釋/ 編號方案
1.0
2.0
3.0
4.0
5.0
6.0
7.0
8.0
9.0
10.0
11.0
12.0
13.0
制定愿景和戰略
開發和管理產品和服務
市場營銷產品和服務
提供實際產品
提供服務
管理客戶服務
制定和管理人力資本
管理信息技術
管理財務資源
收購、構建和管理資產
管理企業風險、合規性、補救和恢復能力
管理外部關系
開發和管理業務能力
3
4
5
7
9
11
12
13
15
17
20
20
21
22
期待
跨行業和行業流程分類架構正不斷發展其模型，
APQC
會繼續將這些
模型予以加強和改進。因此，
APQC
歡迎各界的意見和建議，更重要的
是，我們鼓勵您分享在您企業組織中應用
PCF
的見解。請通過發送電子
郵件至
*********************
分享您對
PCF
的建議和經驗。
關于APQC
APQC是國際公認的流程和績效改進資源，可幫助企業組織適應快速變化
的環境，建立新的、更好的工作方式，從而在激烈的市場競爭中取得成
功。
APQC
專注于生產力、知識管理、基準測試和質量改進計劃，與
成員企業組織合作以辨明最佳的實踐方法、發現有效的改善方法、廣泛
傳播調查結果、并將每個個體聯系起來、將每個人與獲得成功所需的知
識、培訓和工具聯系起來。
APQC
成立于
1977
年，是一個會員制的全球
性非營利服務組織，涵蓋了商業、教育和政府等各個領域。
APQC
也非
常自豪地獲得過
2003
年、
2004
年、
2008
年、
2012
年和
2013
年北美最受贊
賞知識企業（
Most Admired Knowledge Enterprises - MAKE
）獎。該獎項
的評選基于歐洲研究公司
T
eleos
和
KNOW
網絡的一項研究。
LOOKING FORWARD
The cross-industry and industry Process Classification Frameworks are evolving models,
which APQC will continue to enhance and improve regularly. Thus, APQC encourages
comments, suggestions, and more importantly, the sharing of insights from having ap-
plied the PCF within your organization. Share your suggestions and experiences with the
PCF by e-mailing
*********************
ABOUT APQC
An internationally recognized resource for process and performance improvement, APQC
helps organizations adapt to rapidly changing environments, build new and better ways
to work, and succeed in a competitive marketplace. With a focus on productivity, knowl-
edge management, benchmarking, and quality improvement initiatives, APQC works
with its member organizations to identify best practices; discover effective methods of
improvement; broadly disseminate findings; and connect individuals with one another
and the knowledge, training, and tools they need to succeed. Founded in 1977, APQC is
a member-based non profit serving organizations around the world in all sectors of
business, education, and government. APQC is also a proud winner of the 2003, 2004,
2008, 2012, and 2013 North American Most Admired Knowledge Enterprises (MAKE)
awards. This award is based on a study by Teleos, a European-based research firm, and
the KNOW network.
版權和來源聲明
?2016 APQC
. 版權所有。此流程分類架構
?
（
“PCF”
）是APQC的受版權保護的知識產權。
APQC
鼓勵廣泛傳播、討論和使用
PCF
來分類和定義組織過程。
因此，
APQC
在此授予您永久的、全球性的免版稅許可證，以便您使用、復制、發布、修改和創建PCF的衍生產品，前提條件是所有的PCF副本和其衍生
作品均需包含以下來源聲明：
APQC
流程分類架構
?
（
“PCF”
）是由
APQC
開發的開放標準，
APQC
是一個非營利組織，旨在將基準測試和最佳實踐方法推廣至全世界。
PCF
旨在通過流
程管理和基準測試來促進企業組織的改進，無論是行業、規?；虻乩砦恢?。
要下載完整的
PCF
或者是某特定行業版本的
PCF
，以及相關衡量方法和基準測試，請訪問
www.apqc.org/pcf
。
2017.11.25
汽車行業流程分類框架PC
Q群459842191