Version5.0.2-en-TELECOM•November20081TELECOMMUNICATIONSPROCESSCLASSIFICATIONFRAMEWORKSMTHETELECOMMUNICATIONSPROCESSCLASSIFICATIONFRAMEWORKBasedontherenownedProcessClassificationFrameworkSM(PCF),ataxonomyofcross-functionalbusinessprocessesintendedtoallowobjectivecomparisonofperformancewithinandamongorgani-zations,andthesupportofIBM,thisindustryPCFenablesmoreindustryapplicablecontentbyoutlininganddefiningprocessesandactivitiesspecifictotheTelecommunicationsindustry.Thisallowsorganizationstochoosetheframeworkmostrelevanttothespecificprocessimprovementneed,whetheritbebenchmarkingwithinoracrossindustries,businessprocessmanagement/re-engineering,orcontentmanagement.Thecross-industryPCFandindustryPCFsareavailableontheAPQCwebsiteatnocharge.IBMprovidedthesubjectmatterexpertiseandintellectualpropertytocreatetheindustryspecificbusinessprocessclassificationframeworks,aspartoftheIBM’scontinuingleadershipinthepromotionofopenstandardstohelporganizationsevaluateandmeasurebusinessprocessesatanindustrylevel.THEFRAMEWORKFORPROCESSIMPROVEMENTExperienceshowsthatthepotentialofbenchmarkingtodrivedramaticimprovementliessquarelyinmakingout-of-the-boxcomparisonsandsearchingforinsightsnottypicallyfoundwithinintra-industryparadigms.Toenablethisbeneficialbenchmarking,theAPQCProcessClassificationFrameworkSM(PCF)servesasahigh-level,industry-neutralenterpriseprocessmodelthatallowsorganizationstoseetheirbusinessprocessesfromacross-industryviewpoint.Thecross-industryframeworkhasexperiencedmorethan15yearsofcreativeusebythousandsoforganizationsworldwide.ThePCFprovidesthefoundationforAPQC’sOpenStandardsBenchmarkingSMdatabaseofperformancemetrics,thelargestofitskindintheworld.ThePCFwillcontinuetobeenhancedasthedatabasefurtherdevelopsdefinitions,processes,andmeasures.ThePCF,associatedmeasures,anddefinitionsareavailablefordownloadatnochargeatwww.apqc.org/osb.Anonlinebenchmarkingportalforindividualassessmentsisalsoavailable.HISTORYThecross-industryProcessClassificationFrameworkwasoriginallyenvisionedasataxonomyofbusinessprocessesandacommonlanguagethroughwhichAPQCmemberorganizationscouldbenchmarktheirprocesses.TheinitialdesigninvolvedAPQCandmorethan80organizationswithstronginterestinadvancingtheuseofbenchmarkingintheUnitedStatesandworldwide.Sinceitsinceptionin1992,thePCFhasseenupdatestomostofitscontent.Theseupdateskeeptheframeworkcurrentwiththewaysthatorganizationsdobusinessaroundtheworld.In2008,APQCandIBMworkedtogethertoenhancethecross-industryPCFandtodevelopanumberofindustry-specificprocessclassificationframeworks.2Permissiongrantedtophotocopyforpersonaluse.©2008APQC©2008IBMInterpretingthePCF______________________________________________________________________________3Overview_______________________________________________________________________________________41.0DevelopVisionandStrategy___________________________________________________________________42.0DevelopandManageProductsandServices______________________________________________________53.0MarketandSellProductsandServices__________________________________________________________74.0DeliverProductsandServices_________________________________________________________________85.0ManageCustomerService___________________________________________________________________126.0DevelopandManageHumanCapital___________________________________________________...
