APQC Process Framework Cat-12
Introduction

12.1 Create and manage organizational performance strategy (11071)

 12.1.1 Create enterprise measurement systems model (11075)

  12.1.1.1 Establish performance measures (11080)

  12.1.1.2 Establish performance monitoring frequency (11081)

  12.1.1.3 Set performance targets (11082)

 12.1.2 Measure process productivity (11076)

 12.1.3 Measure cost effectiveness (11077)

 12.1.4 Measure staff efficiency (11078)

 12.1.5 Measure cycle time (11079)

12.2 Benchmark performance (11072)

 12.2.1 Conduct performance assessments (11083)

 12.2.2 Develop benchmarking capabilities (11084)

 12.2.3 Conduct process benchmarking (11085)

  12.2.3.1 Compile and update list of processes and organizations to benchmark (11089)

  12.2.3.2 Establish benchmarks (11090)

  12.2.3.3 Measure performance against benchmarks (11091)

 12.2.4 Conduct competitive benchmarking (11086)

  12.2.4.1 Compile and update list of processes and organizations to benchmark (11092)

  12.2.4.2 Establish benchmarks (11093)

  12.2.4.3 Measure performance against benchmarks (11094)

 12.2.5 Conduct gap analysis to understand need for change and degree needed (11087)

 12.2.6 Establish need for change (11088)

12.3 Develop enterprise-wide knowledge management (KM) capability (11073)

 12.3.1 Develop KM strategy (11095)

  12.3.1.1 Develop governance model (11100)

  12.3.1.2 Establish central KM core group (11101)

  12.3.1.3 Define roles and accountability of core group versus operating units (11102)

  12.3.1.4 Develop funding models (11103)

  12.3.1.5 Identify links to key initiatives (11104)

  12.3.1.6 Develop core KM methodologies (11105)

  12.3.1.7 Assess IT needs and engage IT function (11106)

  12.3.1.8 Develop training and communication plans (11107)

  12.3.1.9 Develop change management approaches (11108)

  12.3.1.10 Develop strategic measures and indicators (11109)

 12.3.2 Assess knowledge management capabilities (11096)

  12.3.2.1 Assess maturity of existing KM initiatives (11110)

  12.3.2.2 Evaluate existing knowledge management approaches (11111)

  12.3.2.3 Identify gaps and needs (11112)

  12.3.2.4 Enhance/modify existing knowledge management approaches (11113)

  12.3.2.5 Develop new knowledge management approaches (11114)

  12.3.2.6 Implement new knowledge management approaches (11115)

 12.3.3 Identify and plan KM projects (11097)

  12.3.3.1 Identify strategic opportunities to apply KM approach(es) (11116)

  12.3.3.2 Identify KM requirements and objectives (11117)

  12.3.3.3 Assess culture and readiness for KM approach (11118)

  12.3.3.4 Identify appropriate KM methodologies (e.g., self-service, communities, transfer) (11119)

  12.3.3.5 Create business case and obtain funding (11120)

  12.3.3.6 Develop project measures and indicators (11121)

 12.3.4 Design and launch KM projects (11098)

  12.3.4.1 Design process for knowledge sharing, capture, and use (11122)

  12.3.4.2 Define roles and resources (11123)

  12.3.4.3 Identify specific IT requirements (11124)

  12.3.4.4 Create training and communication plans (11125)

  12.3.4.5 Develop change management plans (11126)

  12.3.4.6 Design recognition and reward approaches (11127)

  12.3.4.7 Design and plan launch of KM project (11128)

  12.3.4.8 Deploy the KM project (11129)

 12.3.5 Manage the KM project life cycle (11099)

  12.3.5.1 Assess alignment with business goals (11130)

  12.3.5.2 Evaluate impact of KM (strategy and projects) on measures and outcomes (11131)

  12.3.5.3 Promote and sustain activity and involvement (11132)

  12.3.5.4 Realign and refresh KM strategy and approaches (11133)

12.4 Manage change (11074)

 12.4.1 Plan for change (11134)

  12.4.1.1 Select process improvement methodology (11138)

  12.4.1.2 Assess readiness for change (11139)

  12.4.1.3 Determine stakeholders (11140)

  12.4.1.4 Engage/identify champion (11141)

  12.4.1.5 Form design team (11142)

  12.4.1.6 Define scope (11143)

  12.4.1.7 Understand current state (11144)

  12.4.1.8 Define future state (11145)

  12.4.1.9 Conduct risk analysis (11146)

  12.4.1.10 Assess cultural issues (11147)

  12.4.1.11 Establish accountability for change management (11148)

  12.4.1.12 Identify barriers to change (11149)

  12.4.1.13 Determine change enablers (11150)

  12.4.1.14 Identify resources and develop measures (11151)

 12.4.2 Design the change (11135)

  12.4.2.1 Assess connection to other initiatives (11152)

  12.4.2.2 Develop change management plans (11153)

  12.4.2.3 Develop training plan (11154)

  12.4.2.4 Develop communication plan (11155)

  12.4.2.5 Develop rewards/incentives plan (11156)

  12.4.2.6 Establish metrics (11157)

  12.4.2.7 Establish/clarify new roles (11158)

  12.4.2.8 Identify budget/roles (11159)

 12.4.3 Implement change (11136)

  12.4.3.1 Create commitment for improvement/change (11160)

  12.4.3.2 Reengineer business processes and systems (11161)

  12.4.3.3 Support transition to new roles or exit strategies for incumbents (11162)

  12.4.3.4 Monitor change (11163)

 12.4.4 Sustain improvement (11137)

  12.4.4.1 Monitor improved process performance (11164)

  12.4.4.2 Capture and reuse lessons learned from change process (11165)

  12.4.4.3 Take corrective action as necessary (11166)

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