A cross-industry process framework template

  • 26 October 2021
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Getting started with process documentation and management can be intimidating. Amongst other things, many businesses struggle with how to organize their processes. Thankfully, there are many helpful resources just a mouse-click away that can help us in this endeavor.


Regarding process organization specifically, there are many free process reference models available. Perhaps the most popular process reference model is the Cross-Industry Process Classification Framework (PCF) published and managed by the American Productivity & Quality Center (APQC). This reference model is “a list of universal business processes performed by every business, giving you a common language to communicate and define work processes across your organization.” In addition to the Cross-Industry PCF, APQC also offers many industry-specific PCFs.


To help our clients develop a useful process framework in Promapp, we have created template of the Cross-Industry PCF for download on our Solution Accelerator Gallery. Note that we also have a City Government PCF template available for our government clients.


If you are looking to develop a useable process framework for your organization, I suggest downloading the Cross-Industry PCF template and begin customizing it for your business. Remember, the template is simply a starting point. You will want to verify the usefulness of each category and process group, removing the ones that are not valid and adding missing ones that are needful. Also, do not feel constrained to use the verbiage included in the template – update it with terminology that is familiar to your business audience.


Below is an outline of the categories and process groups built in the template:


  1. Develop Vision and Strategy
    • Define the business concept and long-term vision
    • Develop business strategy
    • Execute and measure strategic initiatives
    • Develop and maintain business models
  2. Develop and Manage Products and Services
    • Govern and manage product/service development program
    • Generate and define new product/service ideas
    • Develop products and services
  3. Market and Sell Products and Services
    • Understand markets, customers, and capabilities
    • Develop marketing strategy
    • Develop and manage marketing plans
    • Develop sales strategy
    • Develop and manage sales plans
  4. Deliver Physical Products
    • Plan for and align supply chain resources
    • Procure materials and services
    • Produce/Assemble/Test product
    • Manage logistics and warehousing
  5. Deliver Services
    • Establish service delivery governance and strategies
    • Manage service delivery resources
    • Deliver service to customer
  6. Manage Customer Service
    • Develop customer care/customer service strategy
    • Plan and manage customer service contacts
    • Service products after sales
    • Manage product recalls and regulatory audits
    • Evaluate customer service operations and customer satisfaction
  7. Develop and Manage Human Capital
    • Develop and manage human resources planning, policies, and strategies
    • Recruit, source, and select employees
    • Manage employee on boarding, development, and training
    • Manage employee relations
    • Reward and retain employees
    • Redeploy and retire employees
    • Manage employee information and analytics
    • Manage employee communication
    • Deliver employee communications
  8. Manage Information Technology (IT)
    • Develop and manage IT customer relationships
    • Develop and manage IT business strategy
    • Develop and manage IT resilience and risk
    • Manage information
    • Develop and manage services/solutions
    • Deploy services/solutions
    • Create and manage support services/solutions
  9. Manage Financial Resources
    • Perform planning and management accounting
    • Perform revenue accounting
    • Perform general accounting and reporting
    • Manage fixed-asset project accounting
    • Process payroll
    • Process accounts payable and expense reimbursements
    • Manage treasury operations
    • Manage internal controls
    • Manage taxes
  10. Acquire, Construct, and Manage Assets
    • Plan and acquire assets
    • Design and construct productive assets
    • Maintain productive assets
    • Dispose of assets
  11. Manage Enterprise Risk, Compliance, Remediation, and Resiliency
    • Manage enterprise risk
    • Manage compliance
    • Manage remediation efforts
    • Manage business resiliency
  12. Manage External Relationships
    • Build investor relationships
    • Manage government and industry relationships
    • Manage relations with board of directors
    • Manage legal and ethical issues
    • Manage public relations program
  13. Develop and Manage Business Capabilities
    • Manage business processes
    • Manage portfolio, program, and project
    • Manage enterprise quality
    • Manage change
    • Develop and manage enterprise-wide knowledge management (KM) capability
    • Measure and benchmark
    • Manage environmental health and safety (EHS)
    • Develop, Manage, and Deliver Analytics


Finally, here is a short video we created to walk you through downloading and importing the template into your unique Promapp environment.

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