Offering services to customers. This is the act of providing service delivery as a core business practice and covers identifying strategies for performing service delivery, managing resources, and delivering services to the customer.
| 5.0 | Deliver Services | |||||
| 5.1 | Establish service delivery governance and strategies | |||||
| 5.1.1 | Establish service delivery governance | |||||
| 5.1.1.1 | Set up and maintain service delivery governance and management system | |||||
| 5.1.1.2 | Manage service delivery performance | |||||
| 5.1.1.3 | Manage service delivery development and direction | |||||
| 5.1.1.4 | Solicit feedback from customer on service delivery satisfaction | |||||
| 5.1.2 | Develop service delivery strategies | |||||
| 5.1.2.1 | Define service delivery goals | |||||
| 5.1.2.2 | Define labor policies | |||||
| 5.1.2.3 | Evaluate resource availability | |||||
| 5.1.2.4 | Define service delivery network and supply constraints | |||||
| 5.1.2.5 | Define service delivery process | |||||
| 5.1.2.6 | Review and validate service delivery procedures | |||||
| 5.1.2.7 | Define service delivery workplace layout and infrastructure | |||||
| 5.2 | Manage service delivery resources | |||||
| 5.2.1 | Manage service delivery resource demand | |||||
| 5.2.1.1 | Monitor pipeline | |||||
| 5.2.1.2 | Develop baseline forecasts | |||||
| 5.2.1.3 | Collaborate with customers | |||||
| 5.2.1.4 | Develop consensus forecast | |||||
| 5.2.1.5 | Determine availability of skills to deliver on current and forecast customer orders | |||||
| 5.2.1.6 | Monitor activity against forecast and revise forecast | |||||
| 5.2.1.7 | Evaluate and revise forecasting approach | |||||
| 5.2.1.8 | Measure forecast accuracy | |||||
| 5.2.2 | Create and manage resource plan | |||||
| 5.2.2.1 | Define and manage skills taxonomy | |||||
| 5.2.2.2 | Create resource plan | |||||
| 5.2.2.3 | Match resource demand with capacity, skills, and capabilities | |||||
| 5.2.2.4 | Collaborate with suppliers and partners to supplement skills and capabilities | |||||
| 5.2.2.5 | Identify critical resources and supplier capacity | |||||
| 5.2.2.6 | Monitor and manage resource capacity and availability | |||||
| 5.2.3 | Enable service delivery resources | |||||
| 5.2.3.1 | Develop service delivery training plan | |||||
| 5.2.3.2 | Develop training materials | |||||
| 5.2.3.3 | Manage training schedule | |||||
| 5.2.3.4 | Deliver operations training | |||||
| 5.2.3.5 | Deliver technical training | |||||
| 5.2.3.6 | Perform skill and capability testing | |||||
| 5.2.3.7 | Evaluate training effectiveness | |||||
| 5.3 | Deliver service to customer | |||||
| 5.3.1 | Initiate service delivery | |||||
| 5.3.1.1 | Review contract and agreed terms | |||||
| 5.3.1.2 | Understand customer requirements and define refine approach | |||||
| 5.3.1.3 | Modify/revise and approve project plan | |||||
| 5.3.1.4 | Review customer business objectives | |||||
| 5.3.1.5 | Confirm environmental readiness | |||||
| 5.3.1.6 | Identify, select, and assign resources | |||||
| 5.3.1.6.1 | Establish people objectives | |||||
| 5.3.1.6.2 | Establish engagement rules | |||||
| 5.3.1.7 | Plan for service delivery | |||||
| 5.3.2 | Execute service delivery | |||||
| 5.3.2.1 | Analyze environment and customer needs | |||||
| 5.3.2.2 | Define solution | |||||
| 5.3.2.3 | Validate solution | |||||
| 5.3.2.4 | Identify changes | |||||
| 5.3.2.5 | Obtain approval to proceed | |||||
| 5.3.2.6 | Make build/buy solution | |||||
| 5.3.2.7 | Deploy solution | |||||
| 5.3.3 | Complete service delivery | |||||
| 5.3.3.1 | Conduct service delivery/project review and evaluate success | |||||
| 5.3.3.2 | Complete/finalize financial management activities | |||||
| 5.3.3.3 | Confirm delivery according to contract terms | |||||
| 5.3.3.4 | Release resources | |||||
| 5.3.3.5 | Manage service delivery completion | |||||
| 5.3.3.6 | Harvest knowledge | |||||
| 5.3.3.7 | Archive records and update systems | |||||
Process and performance improvement, 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, knowledge management, benchmarking, and quality improvement initiatives, organisations such as the 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.
This APQC Process Classification Framework® (“PCF”) is an open standard developed by APQC, a nonprofit that promotes benchmarking and best practices worldwide. The PCF is intended to facilitate organizational improvement through process management and benchmarking, regardless of industry, size, or geography. To download the full PCF or industry-specific versions of the PCF, as well as associated measures and benchmarking, please visit www.apqc.org/pcf.
