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Test - Coggle Diagram

- - - - 1.1 Define the business concept and long-term vision
        
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        1.1.1 Assess the external environment
        
        1.1.1.1 Identify competitors
        
        1.1.1.2 Analyze and Evaluate competition
        
        1.1.1.3 Identify economic trends
        
        1.1.1.4 Identify political and regulatory issues
        
        1.1.1.5 Assess new technology innovations
        
        1.1.1.6 Analyze demographics
        
        1.1.1.7 Identify social and cultural changes
        
        1.1.1.8 Identify ecological concerns
        
        1.1.1.9 Identify intellectual property concerns
        
        1.1.1.10 Evaluate IP acquisition options
        
        1.1.2 Survey market and determine customer needs and wants
        
        1.1.2.1 Conduct qualitative/quantitative research and assessments
        
        1.1.2.2 Capture customer needs and wants
        
        1.1.2.3 Assess customer needs and wants
        
        1.1.3 Assess the internal environment
        
        1.1.3.1 Analyze organizational characteristics
        
        1.1.3.2 Analyze internal operations
        
        1.1.3.3 Create baselines for current processes
        
        1.1.3.4 Analyze systems and technology
        
        1.1.3.5 Analyze financial health
        
        1.1.3.6 Identify core competencies
        
        1.1.4 Establish strategic vision
        
        1.1.4.1 Define the strategic vision
        
        1.1.4.2 Align stakeholders around strategic vision
        
        1.1.4.3 Communicate strategic vision to stakeholders
        
        1.1.5 Conduct organization restructuring opportunities
        
        1.1.5.1 Identify restructuring opportunities
        
        1.1.5.2 Perform due-diligence
        
        1.1.5.3 Analyze deal options
        
        1.1.5.3.1 Evaluate acquisition options
        
        1.1.5.3.2 Evaluate merger options
        
        1.1.5.3.3 Evaluate de-merger options
        
        1.1.5.3.4 Evaluate divesture options
    - - 1.2 Develop business strategy
        
        1.2.1 Develop overall mission statement
        
        1.2.1 Develop overall mission statement
        
        1.2.1.1 Define current business
        
        1.2.1.2 Formulate mission
        
        1.2.1.3 Communicate mission
        
        1.2.2 Define and evaluate strategic options to achieve the objectives
        
        1.2.2 Define and evaluate strategic options to achieve the objectives
        
        1.2.2.1 Define strategic options
        
        1.2.2.1.1 Select partnerships and relationships to support the extended enterprise
        
        1.2.2.2 Assess and analyze impact of each option
        
        1.2.2.2.1 Identify implications for key operating model business elements that require change
        
        1.2.2.2.2 Identify implications for key technology aspects
        
        1.2.2.3 Develop B2B strategy
        
        1.2.2.3.1 Develop service as a product strategy
        
        1.2.2.4 Develop B2C strategy
        
        1.2.2.5 Develop partner/alliance strategy
        
        1.2.2.6 Develop merger/demerger/acquisition/exit strategy
        
        1.2.2.7 Develop innovation strategy
        
        1.2.2.8 Develop sustainability strategy
        
        1.2.2.9 Develop global support strategy
        
        1.2.2.10 Develop shared services strategy
        
        1.2.2.11 Develop lean/continuous improvement strategy
        
        1.2.2.12 Develop innovation strategy and framework
        
        1.2.3 Select long-term business strategy
        
        1.2.4 Coordinate and align functional and process strategies
        
        1.2.5 Create organizational design
        
        1.2.5 Create organizational design
        
        1.2.5.1 Evaluate breadth and depth of organizational structure
        
        1.2.5.2 Perform job-specific roles mapping and value-added analyses
        
        1.2.5.3 Develop role activity diagrams to assess hand-off activity
        
        1.2.5.4 Perform organization redesign workshops
        
        1.2.5.5 Design the relationships between organizational units
        
        1.2.5.6 Develop role analysis and activity diagrams for key processes
        
        1.2.5.7 Assess organizational implication of feasible alternatives
        
        1.2.5.8 Migrate to new organization
        
        1.2.6 Develop and set organizational goals
        
        1.2.6 Develop and set organizational goals
        
        1.2.6.1 Identify organizational goals
        
        1.2.6.2 Establish baseline metrics
        
        1.2.6.3 Monitor performance against goals
        
        1.2.7 Formulate business unit strategies
        
        1.2.7 Formulate business unit strategies
        
        1.2.7.1 Analyze business unit strategies
        
        1.2.7.2 Identify core competency for each business unit
        
        1.2.7.3 Refine business unit strategies in support of company strategy
        
        1.2.8 Develop customer experience strategy
        
        1.2.8 Develop customer experience strategy
        
        1.2.8.1 Assess customer experience
        
        1.2.8.1.1 Identify and review customer touchpoints
        
        1.2.8.1.2 Assess customer experience across touchpoints
        
        1.2.8.1.3 Perform root cause analysis of problematic customer experiences
        
        1.2.8.2 Design customer experience
        
        1.2.8.2.1 Define and manage personas
        
        1.2.8.2.2 Create customer journey maps
        
        1.2.8.2.3 Define single view of the customer for the organization
        
        1.2.8.2.4 Define a vision for the customer experience
        
        1.2.8.2.5 Validate with customers
        
        1.2.8.2.6 Align experience with brand values and business strategies
        
        1.2.8.2.7 Develop content strategy
        
        1.2.8.3 Design customer experience support structure
        
        1.2.8.3.1 Identify required capabilities
        
        1.2.8.3.2 Identify impact on functional processes
        
        1.2.8.4 Develop customer experience roadmap to develop and implement defined capabilities
        
        1.2.9 Communicate strategies internally and externally
    - - 1.3 Execute and measure strategic initiatives
        
        1.3.1 Develop strategic initiatives
        
        1.3.1.1 Identify strategic priorities
        
        1.3.1.2 Develop strategic initiatives based on business/customer value
        
        1.3.1.3 Review with stakeholders
        
        1.3.2 Evaluate strategic initiatives
        
        1.3.2.1 Determine business value for each strategic priority
        
        1.3.2.2 Determine the customer value for each strategic priority
        
        1.3.3 Select strategic initiatives
        
        1.3.3.1 Prioritize strategic initiatives
        
        1.3.3.2 Communicate strategic initiatives to business units and stakeholders
        
        1.3.4 Establish high-level measures
        
        1.3.4.1 Identify business value drivers
        
        1.3.4.2 Establish baselines for business value drivers
        
        1.3.4.3 Monitor performance against baselines
        
        1.3.5 Execute strategic initiatives
- - - - 2.1.1 Manage product and service portfolio
        
        2.1.1.1 Evaluate performance of existing products/services against market opportunities
        
        2.1.1.2 Confirm alignment of product/service concepts with business strategy
        
        2.1.1.3 Prioritize and select new product/service concepts
        
        2.1.1.4 Plan and develop cost and quality targets
        
        2.1.1.5 Specify development timing targets
        
        2.1.1.6 Plan for product/service offering modifications
        
        2.1.2 Manage product and service life cycle
        
        2.1.2.1 Develop plan for new product/service development and introduction/launch
        
        2.1.2.2 Introduce new products/services
        
        2.1.2.3 Retire outdated products/services
        
        2.1.2.4 Identify and refine performance indicators
        
        2.1.2.5 Conduct post launch review
        
        2.1.2.5.1 Carry out post launch analytics to test the acceptability in the market
        
        2.1.2.5.2 Review market performance
        
        2.1.2.5.3 Review effectiveness of supply chain and distribution network
        
        2.1.2.5.4 Apply data and analytics to review supply chain methodologies
        
        2.1.2.5.5 Review quality and performance of the product/service
        
        2.1.2.5.6 Conduct financial review
        
        2.1.2.5.7 Conduct new product development process assessment
        
        2.1.3 Manage patents, copyrights, and regulatory requirements
        
        2.1.3.1 Conduct mandatory and elective reviews
        
        2.1.3.2 Review infringement of patents and copyrights
        
        2.1.3.3 Determine patent and copyright needs
        
        2.1.3.4 Define product technical documentation management requirements
        
        2.1.3.5 Manage regulatory requirements
        
        2.1.3.5.1 Train employees on appropriate regulatory requirements
        
        2.1.3.5.2 Maintain records for regulatory agencies
        
        2.1.3.5.3 Manage regulatory submission life cycle
        
        2.1.4 Manage product and service master data
        
        2.1.4.1 Manage materials master lists
        
        2.1.4.2 Manage bills of material
        
        2.1.4.3 Manage routings
        
        2.1.4.4 Manage specifications
        
        2.1.4.5 Manage drawings
        
        2.1.4.6 Manage product/material classification
        
        2.1.4.7 Develop and maintain quality/inspection documents
        
        2.1.4.8 Maintain process specification data
        
        2.1.4.9 Manage traceability data
        
        2.1.4.10 Review and approve data access requests
    - - 2.2.1 Perform discovery research
        
        2.2.1.1 Identify new technologies
        
        2.2.1.2 Develop new technologies
        
        2.2.1.3 Assess feasibility of integrating new leading technologies into product/service concepts
        
        2.2.2 Generate new product/service concepts
        
        2.2.2.1 Gather new product/service ideas and requirements
        
        2.2.2.2 Analyze new product/service ideas and requirements
        
        2.2.2.3 Evaluate new product/service inputs and requirements
        
        2.2.2.4 Formulate new product/service concepts
        
        2.2.2.5 Identify potential improvements to existing products and services
        
        2.2.3 Define product/service development requirements
        
        2.2.3.1 Define product/service requirements
        
        2.2.3.1.1 Define basic functional requirements
        
        2.2.3.1.2 Derive interoperability requirements for products and services
        
        2.2.3.1.3 Derive safety requirements for products and services
        
        2.2.3.1.4 Derive security requirements for products and services
        
        2.2.3.1.5 Derive regulatory compliance requirements
        
        2.2.3.1.6 Derive requirements from industry standards
        
        2.2.3.1.7 Develop user experience requirements
        
        2.2.3.1.8 Derive ‘services-as-a-product’ offering
        
        2.2.3.2 Define post launch support model
        
        2.2.3.3 Identify product/service bundling opportunities
    - - 2.3.1 Design and prototype products and services
        
        2.3.1.1 Assign resources to product/service project
        
        2.3.1.1.1 Identify requirements for product/service design/development partners
        
        2.3.1.2 Prepare high-level business case and technical assessment
        
        2.3.1.3 Develop product/service design specifications
        
        2.3.1.4 Develop user experience design specifications
        
        2.3.1.5 Provide warranty-related recommendations
        
        2.3.1.6 Document design specifications
        
        2.3.1.7 Conduct mandatory and elective external reviews
        
        2.3.1.8 Design products/services
        
        2.3.1.8.1 Design for manufacturing
        
        2.3.1.8.2 Design for product servicing
        
        2.3.1.8.3 Design for re-manufacturing
        
        2.3.1.8.4 Review product troubleshooting methodology
        
        2.3.1.8.5 Design and manage product data, design, and bill of materials
        
        2.3.1.8.6 Design for product upgrades
        
        2.3.1.9 Build prototypes/proof of concepts
        
        2.3.1.10 Develop and test prototype production and/or service delivery process
        
        2.3.1.11 Eliminate quality and reliability problems
        
        2.3.1.12 Conduct in-house product/service testing and evaluate feasibility
        
        2.3.1.13 Identify design/development performance indicators
        
        2.3.1.14 Collaborate on design with suppliers and external partners
        
        2.3.2 Test market for new or revised products and services
        
        2.3.2.1 Prepare detailed market study
        
        2.3.2.2 Conduct customer tests and interviews
        
        2.3.2.3 Finalize product/service characteristics and business cases
        
        2.3.2.4 Finalize technical requirements
        
        2.3.3 Prepare for production/service delivery
        
        2.3.3.1 Design and obtain necessary capabilities/materials and equipment
        
        2.3.3.2 Identify requirements for changes to manufacturing/delivery processes
        
        2.3.3.3 Request engineering/process change
        
        2.3.3.4 Install and validate production/service delivery process
        
        2.3.3.4.1 Monitor initial production runs
        
        2.3.3.5 Validate launch procedures
- - - - 3.1.1 Perform customer and market intelligence analysis
        
        3.1.1.1 Conduct customer and market research
        
        3.1.1.1.1 Understand consumer needs and predict customer purchasing behavior
        
        3.1.1.2 Identify market segments
        
        3.1.1.2.1 Determine market share gain/loss
        
        3.1.1.3 Analyze market and industry trends
        
        3.1.1.4 Analyze competing organizations, competitive/substitute products/services
        
        3.1.1.5 Evaluate existing products/services
        
        3.1.1.6 Assess internal and external business environment
        
        3.1.2 Evaluate and prioritize market opportunities
        
        3.1.2.1 Quantify market opportunities
        
        3.1.2.2 Determine target segments
        
        3.1.2.2.1 Identify under-served and saturated market segments
        
        3.1.2.3 Prioritize opportunities consistent with capabilities and overall business strategy
        
        3.1.2.4 Validate opportunities
        
        3.1.2.4.1 Test with customers/consumers
        
        3.1.2.4.2 Confirm internal capabilities
    - - 3.2.1 Define offering and customer value proposition
        
        3.2.1.1 Define offering and positioning
        
        3.2.1.2 Develop value proposition including brand positioning for target segments
        
        3.2.1.3 Validate value proposition with target segments
        
        3.2.1.4 Develop new branding
        
        3.2.2 Define pricing strategy
        
        3.2.3 Define and manage channel strategy
        
        3.2.3.1 Determine channels to be supported
        
        3.2.3.2 Establish channel objectives
        
        3.2.3.3 Determine channel role and fit with target segments
        
        3.2.3.4 Select channels for target segments
        
        3.2.3.5 Identify required channel capabilities
        
        3.2.3.6 Evaluate channel attributes and potential partners
        
        3.2.3.7 Orchestrate seamless customer experience across supported channels
        
        3.2.3.7.1 Define omni-channel strategy
        
        3.2.3.7.2 Define omni-channel requirements
        
        3.2.3.7.3 Develop omni-channel policies and procedures
        
        3.2.3.8 Develop and manage execution roadmap
        
        3.2.4 Analyze and manage channel performance
        
        3.2.4.1 Establish channel-specific metrics and targets
        
        3.2.4.2 Monitor and report performance
        
        3.2.4.3 Monitor and report events influencing factors
        
        3.2.4.4 Analyze performance
        
        3.2.4.5 Develop plan for improvements
        
        3.2.5 Develop marketing communication strategy
        
        3.2.5.1 Develop customer communication calendar
        
        3.2.5.2 Define public relations (PR) strategy
        
        3.2.5.3 Define direct marketing strategy
        
        3.2.5.4 Define internal marketing communication strategy
        
        3.2.5.5 Identify new media for marketing communication
        
        3.2.5.6 Define new media communication strategy
        
        3.2.5.7 Define point of sale (POS) communication strategy
        
        3.2.5.8 Define communication guidelines and mechanisms
        
        3.2.6 Design and manage customer loyalty program
        
        3.2.6.1 Define customer loyalty program
        
        3.2.6.2 Acquire members to customer loyalty program
        
        3.2.6.3 Build engagement and relationship with members
        
        3.2.6.4 Monitor customer loyalty program benefits to the enterprise and the customer
        
        3.2.6.5 Optimize loyalty program value to both the enterprise and the customer
    - - 3.3.1 Establish goals, objectives, and metrics for products/services by channel/segment
        
        3.3.2 Establish marketing budgets
        
        3.3.2.1 Confirm marketing alignment to business strategy
        
        3.3.2.2 Determine costs of marketing
        
        3.3.2.3 Create marketing budget
        
        3.3.2.4 Determine projected ROI for marketing investment
        
        3.3.3 Develop and manage pricing
        
        3.3.3.1 Understand resource requirements for each product/service and delivery channel/method
        
        3.3.3.2 Determine corporate incentives
        
        3.3.3.3 Determine pricing based on volume/unit forecast
        
        3.3.3.4 Execute pricing plan
        
        3.3.3.5 Evaluate pricing performance
        
        3.3.3.6 Refine pricing as needed
        
        3.3.3.7 Implement promotional pricing programs
        
        3.3.3.8 Implement other retail pricing programs
        
        3.3.3.9 Communicate and implement price changes
        
        3.3.3.10 Achieve regulatory approval for pricing
        
        3.3.4 Develop and manage promotional activities
        
        3.3.4.1 Define promotional concepts and objectives
        
        3.3.4.2 Develop marketing messages
        
        3.3.4.3 Define target audience
        
        3.3.4.4 Plan and test promotional activities
        
        3.3.4.5 Execute promotional activities
        
        3.3.4.6 Evaluate promotional performance metrics
        
        3.3.4.7 Refine promotional performance metrics
        
        3.3.4.8 Incorporate learning into future/planned consumer promotions
        
        3.3.5 Track customer management measures
        
        3.3.5.1 Determine customer lifetime value
        
        3.3.5.2 Analyze customer revenue trend
        
        3.3.5.3 Analyze customer attrition and retention rates
        
        3.3.5.4 Analyze customer metrics
        
        3.3.5.5 Revise customer strategies, objectives, and plans based on metrics
        
        3.3.6 Analyze and respond to customer insight
        
        3.3.6.1 Monitor and respond to social media activity
        
        3.3.6.2 Analyze customer website activity
        
        3.3.6.3 Analyze customer purchase patterns
        
        3.3.6.4 Develop business rules to provide personalized offers
        
        3.3.6.5 Monitor effectiveness of personalized offers and adjust offers accordingly
        
        3.3.7 Develop and manage packaging strategy
        
        3.3.7.1 Plan packaging strategy
        
        3.3.7.2 Test packaging options
        
        3.3.7.3 Execute packaging strategy
        
        3.3.7.4 Refine packaging
        
        3.3.8 Manage product marketing content
        
        3.3.8.1 Manage product images
        
        3.3.8.2 Manage product copy
    - - 3.4.1 Develop sales forecast
        
        3.4.1.1 Gather current and historic order information
        
        3.4.1.2 Analyze sales trends and patterns
        
        3.4.1.3 Generate sales forecast
        
        3.4.1.4 Analyze historical and planned promotions and events
        
        3.4.2 Develop sales partner/alliance relationships
        
        3.4.2.1 Identify alliance opportunities
        
        3.4.2.2 Design alliance programs and methods for selecting and managing relationships
        
        3.4.2.3 Select alliances
        
        3.4.2.4 Develop customer trade strategy and customer objectives/targets
        
        3.4.2.5 Define trade programs and funding options
        
        3.4.2.6 Conduct planning activities for major trade customers
        
        3.4.2.7 Develop partner and alliance management strategies
        
        3.4.2.8 Establish partner and alliance management goals
        
        3.4.2.9 Establish partner and alliance agreements
        
        3.4.2.10 Develop promotional and category management calendars (trade marketing calendars)
        
        3.4.2.11 Create strategic and tactical sales plans by customer
        
        3.4.2.12 Communicate planning information to customer teams
        
        3.4.3 Establish overall sales budgets
        
        3.4.3.1 Calculate product market share
        
        3.4.3.2 Calculate product revenue
        
        3.4.3.3 Determine variable costs
        
        3.4.3.4 Determine overhead and fixed costs
        
        3.4.3.5 Calculate net profit
        
        3.4.3.6 Create budget
        
        3.4.4 Establish sales goals and measures
        
        3.4.5 Establish customer management measures
    - - 3.5.1 Manage leads/opportunities
        
        3.5.1.1 Identify potential customers
        
        3.5.1.2 Identify/receive leads/opportunities
        
        3.5.1.3 Validate and qualify leads/opportunities
        
        3.5.1.4 Match opportunities to business strategy
        
        3.5.1.5 Develop opportunity win plans
        
        3.5.1.6 Manage opportunity pipeline
        
        3.5.1.7 Determine sales resource allocation
        
        3.5.1.8 Manage customer sales calls
        
        3.5.1.8.1 Perform sales calls
        
        3.5.1.8.2 Perform pre-sales activities
        
        3.5.1.8.3 Manage customer meetings/workshops
        
        3.5.1.8.4 Close the sale
        
        3.5.1.8.5 Record outcome of sales process
        
        3.5.2 Manage customers and accounts
        
        3.5.2.1 Select key customers/accounts
        
        3.5.2.2 Develop sales/key account plan
        
        3.5.2.3 Manage sales/key account plan
        
        3.5.2.4 Manage customer relationships
        
        3.5.2.5 Manage customer master data
        
        3.5.2.5.2 De-duplicate customer data
        
        3.5.2.5.1 Collect and merge internal and third-party customer information
        
        3.5.3 Develop and manage sales proposals, bids, and quotes
        
        3.5.3.1 Receive Request For Proposal (RFP)/Request For Quote (RFQ)
        
        3.5.3.2 Refine customer requirements
        
        3.5.3.3 Review RFP/RFQ request
        
        3.5.3.4 Perform competitive analysis
        
        3.5.3.5 Validate with strategy/business plans
        
        3.5.3.6 Understand customer business and requirements
        
        3.5.3.7 Develop solution and delivery approach
        
        3.5.3.8 Identify staffing requirements
        
        3.5.3.9 Develop pricing and scheduling estimates
        
        3.5.3.10 Conduct profitability analysis
        
        3.5.3.11 Manage internal reviews
        
        3.5.3.12 Manage internal approvals
        
        3.5.3.13 Submit/present bid/proposal/quote to customer
        
        3.5.3.14 Revise bid/proposal/quote
        
        3.5.3.15 Manage notification outcome
        
        3.5.4 Manage sales orders
        
        3.5.4.1 Accept and validate sales orders
        
        3.5.4.2 Collect and maintain account information
        
        3.5.4.2.1 Administer key account details
        
        3.5.4.2.2 Retrieve full customer details
        
        3.5.4.2.3 Modify involved party details
        
        3.5.4.2.4 Record address details
        
        3.5.4.2.5 Record contact details
        
        3.5.4.2.6 Record key customer communication profile details
        
        3.5.4.2.7 Review involved party information
        
        3.5.4.2.8 Terminate involved party information
        
        3.5.4.3 Determine availability
        
        3.5.4.4 Determine fulfillment process
        
        3.5.4.5 Enter orders into system
        
        3.5.4.6 Identify/perform cross-sell/up-sell activity
        
        3.5.4.7 Process back orders and updates
        
        3.5.4.8 Handle sales order inquiries including post-order fulfillment transactions
        
        3.5.5 Manage sales partners and alliances
        
        3.5.5.1 Provide sales and product/service training to sales partners/alliances
        
        3.5.5.1.1 Provide certification enablement training
        
        3.5.5.1.2 Manage certifications and skills
        
        3.5.5.1.3 Provide support to partners/alliances
        
        3.5.5.2 Provide marketing materials to sales partners/alliances
        
        3.5.5.3 Evaluate partner/alliance results
        
        3.5.5.4 Manage sales partner/alliance master data
- - - - 4.1.1 Develop production and materials strategies
        
        4.1.1.1 Define manufacturing goals
        
        4.1.1.2 Define labor and materials policies
        
        4.1.1.3 Define outsourcing policies
        
        4.1.1.4 Define capital expense policies
        
        4.1.1.5 Define capacities
        
        4.1.1.6 Define production network and supply constraints
        
        4.1.1.7 Define production process
        
        4.1.1.8 Define standard operating procedures
        
        4.1.1.9 Define production workplace layout and infrastructure
        
        4.1.2 Manage demand for products and services
        
        4.1.2.1 Develop baseline demand forecasts
        
        4.1.2.2 Collaborate demand with customers
        
        4.1.2.3 Develop demand consensus forecast
        
        4.1.2.4 Determine available to promise
        
        4.1.2.5 Monitor activity against demand forecast and revise forecast
        
        4.1.2.6 Evaluate and revise demand forecasting approach
        
        4.1.2.7 Measure demand forecast accuracy
        
        4.1.3 Create materials plan
        
        4.1.3.1 Create unconstrained plan
        
        4.1.3.2 Collaborate with supplier and contract manufacturers
        
        4.1.3.3 Identify critical materials and supplier capacity
        
        4.1.3.4 Monitor material specifications
        
        4.1.3.5 Generate constrained plan
        
        4.1.3.6 Define production balance and control
        
        4.1.4 Create and manage master production schedule
        
        4.1.4.1 Model production network to enable simulation and optimization
        
        4.1.4.2 Create master production schedule
        
        4.1.4.3 Maintain master production schedule
        
        4.1.5 Plan distribution requirements
        
        4.1.5.1 Maintain master data
        
        4.1.5.2 Determine finished goods inventory requirements at destination
        
        4.1.5.3 Determine product storage facility requirements
        
        4.1.5.4 Calculate requirements at destination
        
        4.1.5.5 Calculate consolidation at source
        
        4.1.5.6 Manage collaborative replenishment planning
        
        4.1.5.7 Calculate and optimize destination dispatch plan
        
        4.1.5.8 Manage dispatch plan attainment
        
        4.1.5.9 Calculate and optimize destination load plans
        
        4.1.5.10 Manage partner load plan
        
        4.1.5.11 Manage cost of supply
        
        4.1.5.12 Manage capacity utilization
        
        4.1.6 Establish distribution planning constraints
        
        4.1.6.1 Establish distribution center layout constraints
        
        4.1.6.2 Establish inventory management constraints
        
        4.1.6.3 Establish transportation management constraints
        
        4.1.6.4 Establish storage management constraints
        
        4.1.7 Review distribution planning policies
        
        4.1.7.1 Review distribution network
        
        4.1.7.2 Establish sourcing relationships
        
        4.1.7.3 Establish dynamic deployment policies
        
        4.1.8 Develop quality standards and procedures
        
        4.1.8.1 Establish quality targets
        
        4.1.8.2 Develop standard testing procedures
        
        4.1.8.3 Communicate quality specifications
    - - 4.2.1 Develop sourcing strategies
        
        4.2.1.1 Develop procurement plan
        
        4.2.1.2 Clarify purchasing requirements
        
        4.2.1.3 Develop inventory strategy
        
        4.2.1.4 Match needs to supply capabilities
        
        4.2.1.5 Analyze organization’s spend profile
        
        4.2.1.6 Seek opportunities to improve efficiency and value
        
        4.2.1.7 Collaborate with suppliers to identify sourcing opportunities
        
        4.2.2 Select suppliers and develop/maintain contracts
        
        4.2.2.1 Select suppliers
        
        4.2.2.2 Certify and validate suppliers
        
        4.2.2.3 Negotiate and establish contracts
        
        4.2.2.4 Manage contracts
        
        4.2.3 Order materials and services
        
        4.2.3.1 Process/Review requisitions
        
        4.2.3.2 Approve requisitions
        
        4.2.3.3 Solicit/Track vendor quotes
        
        4.2.3.4 Create/Distribute purchase orders
        
        4.2.3.5 Expedite orders and satisfy inquiries
        
        4.2.3.6 Record receipt of goods
        
        4.2.3.7 Research/Resolve order exceptions
        
        4.2.4 Manage suppliers
        
        4.2.4.1 Monitor/Manage supplier information
        
        4.2.4.2 Prepare/Analyze procurement and vendor performance
        
        4.2.4.3 Support inventory and production processes
        
        4.2.4.4 Monitor quality of product delivered
    - - 4.3.1 Schedule production
        
        4.3.1.1 Model and simulate plant
        
        4.3.1.2 Generate line level plan
        
        4.3.1.3 Generate detailed schedule
        
        4.3.1.4 Schedule production orders and create lots
        
        4.3.1.5 Schedule preventive (planned) maintenance (preventive maintenance orders)
        
        4.3.1.6 Schedule requested (unplanned) maintenance (work order cycle)
        
        4.3.1.7 Release production orders and create lots
        
        4.3.2 Produce product
        
        4.3.2.1 Manage raw material inventory
        
        4.3.2.2 Execute detailed line schedule
        
        4.3.2.3 Report maintenance issues
        
        4.3.2.4 Rerun defective items
        
        4.3.2.5 Monitor and optimize production process
        
        4.3.2.5.1 Automate and control plant
        
        4.3.2.5.2 Perform advanced process control
        
        4.3.2.5.3 Perform real-time optimization
        
        4.3.2.5.4 Manage plant alarms and alerts
        
        4.3.2.6 Assess production performance
        
        4.3.3 Perform quality testing
        
        4.3.3.1 Calibrate test equipment
        
        4.3.3.2 Perform testing using the standard testing procedure
        
        4.3.3.3 Record test results
        
        4.3.3.4 Track and analyze non-conformance trends
        
        4.3.3.5 Perform root cause analysis
        
        4.3.4 Maintain production records and manage lot traceability
        
        4.3.4.1 Determine lot numbering system
        
        4.3.4.2 Determine lot use
    - - 4.4.1 Provide logistics governance
        
        4.4.1.1 Translate customer service requirements into logistics requirements
        
        4.4.1.2 Design logistics network
        
        4.4.1.3 Communicate outsourcing needs
        
        4.4.1.4 Develop and maintain delivery service policy
        
        4.4.1.5 Optimize transportation schedules and costs
        
        4.4.1.6 Define key performance measures
        
        4.4.1.7 Define reverse logistics strategy
        
        4.4.2 Plan and manage inbound material flow
        
        4.4.2.1 Plan inbound material receipts
        
        4.4.2.2 Manage inbound material flow
        
        4.4.2.3 Monitor inbound delivery performance
        
        4.4.2.4 Manage flow of returned products
        
        4.4.2.5 Control quality of returned parts
        
        4.4.3 Operate warehousing
        
        4.4.3.1 Track inventory deployment
        
        4.4.3.2 Receive, inspect, and store inbound deliveries
        
        4.4.3.3 Track product availability
        
        4.4.3.4 Pick, pack, and ship product for delivery
        
        4.4.3.5 Track inventory accuracy
        
        4.4.3.6 Track third-party logistics storage and shipping performance
        
        4.4.3.7 Manage physical finished goods inventory
        
        4.4.4 Operate outbound transportation
        
        4.4.4.1 Plan, transport, and deliver outbound product
        
        4.4.4.2 Track carrier delivery performance
        
        4.4.4.3 Manage transportation fleet
        
        4.4.4.4 Process and audit carrier invoices and documents
- - - - 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
    - - 5.2.1 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
    - - 5.3.1 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
- - - - 6.1.1 Define customer service requirements across the enterprise
        
        6.1.2 Define customer service experience
        
        6.1.3 Define and manage customer service channel strategy
        
        6.1.4 Define customer service policies and procedures
        
        6.1.5 Establish target service level for each customer segment
        
        6.1.6 Define warranty offering
        
        6.1.6.1 Determine and document warranty policies
        
        6.1.6.2 Create and manage warranty rules/claim codes for products
        
        6.1.6.3 Agree warranty responsibilities with suppliers
        
        6.1.6.4 Define warranty related offerings for customers
        
        6.1.6.5 Communicate warranty policies and offerings
        
        6.1.7 Develop recall strategy
    - - 6.2.1 Plan and manage customer service work force
        
        6.2.1.1 Forecast volume of customer service contacts
        
        6.2.1.2 Schedule customer service work force
        
        6.2.1.3 Track work force utilization
        
        6.2.1.4 Monitor and evaluate quality of customer interactions with customer service representatives
        
        6.2.2 Manage customer service problems, requests, and inquiries
        
        6.2.2.1 Receive customer problems, requests, and inquiries
        
        6.2.2.2 Analyze problems, requests, and inquiries
        
        6.2.2.3 Resolve customer problems, requests, and inquiries
        
        6.2.2.4 Respond to customer problems, requests, and inquiries
        
        6.2.2.5 Identify and capture upsell/cross-sell opportunities
        
        6.2.2.6 Deliver opportunity to sales team
        
        6.2.3 Manage customer complaints
        
        6.2.3.1 Receive customer complaints
        
        6.2.3.2 Route customer complaints
        
        6.2.3.3 Resolve customer complaints
        
        6.2.3.4 Respond to customer complaints
        
        6.2.3.5 Analyze customer complaints and response/redressal
        
        6.2.4 Process returns
        
        6.2.4.1 Authorize return
        
        6.2.4.2 Process return and record reason
        
        6.2.5 Report incidents and risks to regulatory bodies
    - - 6.3.1 Process warranty claims
        
        6.3.1.1 Receive warranty claim
        
        6.3.1.2 Validate warranty claim
        
        6.3.1.3 Investigate warranty issues
        
        6.3.1.3.1 Define issue
        
        6.3.1.3.2 Schedule field service
        
        6.3.1.3.3 Request and receive defective part
        
        6.3.1.3.4 Investigate issue/perform root cause analysis
        
        6.3.1.3.5 Receive investigation result/recommendation for corrective action
        
        6.3.1.4 Determine responsible party
        
        6.3.1.5 Manage preauthorizations
        
        6.3.1.6 Approve or reject warranty claim
        
        6.3.1.7 Notify originator of approve/reject decision
        
        6.3.1.8 Authorize payment
        
        6.3.1.9 Close claim
        
        6.3.1.10 Reconcile warranty transaction disposition
        
        6.3.2 Manage supplier recovery
        
        6.3.2.1 Create supplier recovery claims
        
        6.3.2.2 Negotiate recoveries with suppliers
        
        6.3.3 Service products
        
        6.3.3.1 Identify and schedule resources to meet service requirements
        
        6.3.3.1.1 Create resourcing plan and schedule
        
        6.3.3.1.2 Create service order fulfillment schedule
        
        6.3.3.2 Provide service to specific customers
        
        6.3.3.2.1 Organize daily service order fulfillment schedule
        
        6.3.3.2.2 Execute product repair
        
        6.3.3.2.3 Manage service order fulfillment
        
        6.3.3.3 Ensure quality of service
        
        6.3.3.3.1 Identify completed service orders for feedback
        
        6.3.3.3.2 Identify incomplete service orders and service failures
        
        6.3.3.3.3 Solicit customer feedback on services delivered
        
        6.3.3.3.4 Process customer feedback on services delivered
        
        6.3.4 Salvage or repair returned products
        
        6.3.4.2 Manage repair/refurbishment and return to customer/stock
        
        6.3.4.1 Perform salvage activities
    - - 6.4.1 Initiate recall
        
        6.4.2 Assess the likelihood and consequences of occurrence of any hazards
        
        6.4.3 Manage recall related communications
        
        6.4.4 Submit regulatory reports
        
        6.4.5 Monitor and audit recall effectiveness
        
        6.4.6 Manage recall termination
    - - 6.5.1 Measure customer satisfaction with customer problems, requests, and inquiries handling
        
        6.5.1.1 Solicit customer feedback on customer service experience
        
        6.5.1.2 Analyze customer service data and identify improvement opportunities
        
        6.5.1.3 Provide customer feedback to product management on customer service experience
        
        6.5.2 Measure customer satisfaction with customer- complaint handling and resolution
        
        6.5.2.1 Solicit customer feedback on complaint handling and resolution
        
        6.5.2.2 Analyze customer complaint data and identify improvement opportunities
        
        6.5.2.3 Identify common customer complaints
        
        6.5.3 Measure customer satisfaction with products and services
        
        6.5.3.1 Gather and solicit post-sale customer feedback on products and services
        
        6.5.3.2 Solicit post-sale customer feedback on ad effectiveness
        
        6.5.3.3 Solicit customer feedback on cross-channel experience
        
        6.5.3.4 Analyze product and service satisfaction data and identify improvement opportunities
        
        6.5.3.5 Provide feedback and insights to appropriate teams (product design/development, marketing, manufacturing)
        
        6.5.4 Evaluate and manage warranty performance
        
        6.5.4.1 Measure customer satisfaction with warranty handling and resolution
        
        6.5.4.2 Monitor and report on warranty management metrics
        
        6.5.4.3 Identify improvement opportunities
        
        6.5.4.4 Identify opportunities to eliminate warranty waste
        
        6.5.4.5 Investigate fraudulent claims
        
        6.5.5 Evaluate recall performance
- - - - 7.1.1 Develop human resources strategy
        
        7.1.1.1 Identify strategic HR needs
        
        7.1.1.2 Define HR and business function roles and accountability
        
        7.1.1.3 Determine HR costs
        
        7.1.1.4 Establish HR measures
        
        7.1.1.5 Communicate HR strategies
        
        7.1.1.6 Develop strategy for HR systems/technologies/tools
        
        7.1.2 Develop and implement workforce strategy and policies
        
        7.1.2.1 Gather skill requirements according to corporate strategy and market environment
        
        7.1.2.2 Plan employee resourcing requirements per business unit/organization
        
        7.1.2.3 Develop compensation plan
        
        7.1.2.3.1 Establish incentive plan
        
        7.1.2.4 Develop succession plan
        
        7.1.2.5 Develop high performers/leadership programs
        
        7.1.2.6 Develop employee diversity plan
        
        7.1.2.7 Develop training program
        
        7.1.2.8 Develop recruitment program
        
        7.1.2.9 Develop other HR programs
        
        7.1.2.10 Develop HR policies
        
        7.1.2.11 Administer HR policies
        
        7.1.2.12 Plan employee benefits
        
        7.1.2.13 Develop workforce strategy models
        
        7.1.2.14 Implement workforce strategy models
        
        7.1.3 Monitor and update strategy, plans, and policies
        
        7.1.3.1 Measure realization of objectives
        
        7.1.3.2 Measure contribution to business strategy
        
        7.1.3.3 Communicate plans and provide updates to stakeholders
        
        7.1.3.4 Review and revise HR plans
        
        7.1.4 Develop competency management models
    - - 7.2.1 Manage employee requisitions
        
        7.2.1.1 Align staffing plan to work force plan and business unit strategies/resource needs
        
        7.2.1.2 Develop and maintain job descriptions
        
        7.2.1.3 Open job requisitions
        
        7.2.1.4 Post job requisitions
        
        7.2.1.5 Modify job requisitions
        
        7.2.1.6 Notify hiring manager
        
        7.2.1.7 Manage requisition dates
        
        7.2.2 Recruit/Source candidates
        
        7.2.2.1 Determine recruitment methods and channels
        
        7.2.2.2 Perform recruiting activities/events
        
        7.2.2.3 Manage recruitment vendors
        
        7.2.2.4 Manage employee referral programs
        
        7.2.2.5 Manage recruitment channels
        
        7.2.3 Screen and select candidates
        
        7.2.3.1 Identify and deploy candidate selection tools
        
        7.2.3.2 Interview candidates
        
        7.2.3.3 Test candidates
        
        7.2.3.4 Select and reject candidates
        
        7.2.4 Manage new hire/re-hire
        
        7.2.4.1 Draw up and make offer
        
        7.2.4.2 Negotiate offer
        
        7.2.4.3 Hire candidate
        
        7.2.5 Manage applicant information
        
        7.2.5.1 Obtain candidate background information
        
        7.2.5.2 Create applicant record
        
        7.2.5.3 Manage/track applicant data
        
        7.2.5.3.1 Complete position classification and level of experience
        
        7.2.5.4 Archive and retain records of non-hires
    - - 7.3.1 Manage employee orientation and deployment
        
        7.3.1.1 Create/maintain employee on-boarding program
        
        7.3.1.1.1 Develop employee induction program
        
        7.3.1.1.2 Maintain/Update employee induction program
        
        7.3.1.2 Evaluate the effectiveness of the employee on-boarding program
        
        7.3.1.3 Execute on-boarding program
        
        7.3.2 Manage employee performance
        
        7.3.2.1 Define employee performance objectives
        
        7.3.2.2 Review, appraise, and manage employee performance
        
        7.3.2.3 Evaluate and review performance program
        
        7.3.3 Manage employee development
        
        7.3.3.1 Define employee development guidelines
        
        7.3.3.2 Develop employee career plans and career paths
        
        7.3.3.3 Manage employee skill and competency development
        
        7.3.4 Develop and train employees
        
        7.3.4.1 Align employee with organization development needs
        
        7.3.4.2 Define employee competencies
        
        7.3.4.3 Align learning programs with competencies
        
        7.3.4.4 Establish training needs by analysis of required and available skills
        
        7.3.4.5 Develop, conduct, and manage employee and/or management training programs
        
        7.3.4.6 Manage examinations and certifications
        
        7.3.4.6.1 Liaise with external certification authorities
        
        7.3.4.6.2 Administer certification tests
        
        7.3.4.6.3 Appraise experience qualifications
        
        7.3.4.6.4 Administer certificate issue and maintenance
    - - 7.4.1 Manage labor relations
        
        7.4.2 Manage collective bargaining process
        
        7.4.3 Manage labor management partnerships
        
        7.4.4 Manage employee grievances
    - - 7.5.1 Develop and manage reward, recognition, and motivation programs
        
        7.5.1.1 Develop salary/compensation structure and plan
        
        7.5.1.2 Develop benefits and reward plan
        
        7.5.1.3 Perform competitive analysis of benefit and rewards
        
        7.5.1.4 Identify compensation requirements based on financial, benefits, and HR policies
        
        7.5.1.5 Administer compensation and rewards to employees
        
        7.5.1.6 Reward and motivate employees
        
        7.5.2 Manage and administer benefits
        
        7.5.2.1 Deliver employee benefits program
        
        7.5.2.2 Administer benefit enrollment
        
        7.5.2.3 Process claims
        
        7.5.2.4 Perform benefit reconciliation
        
        7.5.3 Manage employee assistance and retention
        
        7.5.3.1 Deliver programs to support work/life balance for employees
        
        7.5.3.2 Develop family support systems
        
        7.5.3.3 Review retention and motivation indicators
        
        7.5.3.4 Review compensation plan
        
        7.5.4 Administer payroll
    - - 7.6.1 Manage promotion and demotion process
        
        7.6.6.1 Receive required resources/skills and capabilities
        
        7.6.6.2 Manage resource deployment
        
        7.6.2 Manage separation
        
        7.6.3 Manage retirement
        
        7.6.4 Manage leave of absence
        
        7.6.5 Develop and implement employee outplacement
        
        7.6.6 Manage workforce scheduling
        
        7.6.7 Relocate employees and manage assignments
        
        7.6.7.1 Manage expatriates
    - - 7.7.1 Manage reporting processes
        
        7.7.2 Manage employee inquiry process
        
        7.7.3 Manage and maintain employee data
        
        7.7.4 Manage human resource information systems HRIS
        
        7.7.5 Develop and manage employee metrics
        
        7.7.6 Develop and manage time and attendance systems
        
        7.7.7 Manage/Collect employee suggestions and perform employee research
    - - 7.8.1 Develop employee communication plan
        
        7.8.2 Conduct employee engagement surveys