4 Deliver Products and Services (10005)
see below
Full Process Description 30-Transform/Innovate 20-Change/
Improve
10-Run/
Operate
4 Deliver Products and Services (10005)

1
4.1 Plan for and align supply chain resources (10215)
1
4.1.1 Develop production and materials strategies (10221)

1
4.1.1.1 Define manufacturing goals (10229)

1
4.1.1.2 Define labor and materials policies (10230)
1
4.1.1.3 Define outsourcing policies (10231)
1
4.1.1.4 Define manufacturing capital expense policies (10232)
1
4.1.1.5 Define capacities (10233)
1
4.1.1.6 Define production network and supply constraints (10234)
1
4.1.1.7 Define production process (14193)
1
4.1.1.8 Define production workplace layout and infrastructure (14194)
1
4.1.2 Manage demand for products and services (10222)

1
4.1.2.1 Develop baseline forecasts (10235)

1
4.1.2.2 Collaborate with customers (10236)

1
4.1.2.3 Develop consensus forecast (10237)

1
4.1.2.4 Determine available to promise (10238)

1
4.1.2.5 Monitor activity against forecast and revise forecast (10239)

1
4.1.2.6 Evaluate and revise forecasting approach (10240)

1
4.1.2.7 Measure forecast accuracy (10241)

1
4.1.3 Create materials plan (10223)
1
4.1.3.1 Create unconstrained plan (10242)
1
4.1.3.2 Collaborate with supplier and contract manufacturers (10243)

1
4.1.3.3 Identify critical materials and supplier capacity (10244) 1

4.1.3.4 Monitor material specifications (10245)

1
4.1.3.5 Generate constrained plan (10246)
1
4.1.3.6 Define production balance and control (14196)

1
4.1.4 Create and manage master production schedule (10224)
1
4.1.4.1 Create site-level production plan and schedule (10247)
1
4.1.4.2 Manage work-in-progress inventory (10248)
1
4.1.4.3 Collaborate with suppliers (10249)
1
4.1.4.4 Execute site-level production plan and schedule (10250)
1
4.1.4.5 Monitor master production schedule and plan (17041)
1
4.1.5 Plan distribution requirements (17042)
1
4.1.5.1 Maintain master data (10252) 1

4.1.5.2 Determine finished goods inventory requirements at destination (10253)
1
4.1.5.3 Calculate requirements at destination (10254)
1
4.1.5.4 Calculate consolidation at source (10255)
1
4.1.5.5 Manage collaborative replenishment planning (10256)
1
4.1.5.6 Manage requirements for partners (10257) 1
4.1.5.7 Calculate destination dispatch plan (10258)
1
4.1.5.8 Manage dispatch plan attainment (10259)
1
4.1.5.9 Calculate destination load plans (10260)
1
4.1.5.10 Manage partner load plan (10261)
1
4.1.5.11 Manage cost of supply (10262)
1
4.1.5.12 Manage capacity utilization (10263)
1
4.1.6 Establish distribution planning constraints (10226)
1
4.1.6.1 Establish distribution center layout constraints (10267)
1
4.1.6.2 Establish inventory management constraints (10268)
1
4.1.6.3 Establish transportation management constraints (10269)
1
4.1.7 Review distribution planning policies (10227)
1
4.1.7.1 Review distribution network (10264)
1
4.1.7.2 Establish sourcing relationships (10265)
1
4.1.7.3 Establish dynamic deployment policies (10266)
1
4.1.8 Assess distribution planning performance (10228)
1
4.1.8.1 Establish appropriate performance indicators (metrics) (10270) 1

4.1.8.2 Establish monitoring frequency (10271)
1
4.1.8.3 Calculate performance measures (10272)
1
4.1.8.4 Identify performance trends (10273)
1
4.1.8.5 Analyze performance benchmark gaps (10274)
1
4.1.8.6 Prepare appropriate reports (10275)
1
4.1.8.7 Develop performance improvement plan (10276)
1
4.1.9 Develop quality standards and procedures (10368)
1
4.1.9.1 Establish quality targets (10371)
1
4.1.9.2 Develop standard testing procedures (10372)
1
4.1.9.3 Communicate quality specifications (10373)
1
4.2 Procure materials and services (10216)

1
4.2.1 Develop sourcing strategies (10277)

1
4.2.1.1 Develop procurement plan (10281)
1
4.2.1.2 Clarify purchasing requirements (10282)

1
4.2.1.3 Develop inventory strategy (10283)

1
4.2.1.4 Match needs to supply capabilities (10284)

1
4.2.1.5 Analyze organization's spend profile (10285)

1
4.2.1.6 Seek opportunities to improve efficiency and value (10286)
1
4.2.1.7 Collaborate with suppliers to identify sourcing opportunities (10287)

1
4.2.2 Select suppliers and develop/maintain contracts (10278) 1

4.2.2.1 Select suppliers (10288) 1

4.2.2.2 Certify and validate suppliers (10289)
1
4.2.2.3 Negotiate and establish contracts (10290)
1
4.2.2.4 Manage contracts (10291)

1
4.2.3 Order materials and services (10279)

1
4.2.3.1 Process/Review requisitions (10292)

1
4.2.3.2 Approve requisitions (10293)

1
4.2.3.3 Solicit/Track vendor quotes (10294)

1
4.2.3.4 Create/Distribute purchase orders (10295)

1
4.2.3.5 Expedite orders and satisfy inquiries (10296)

1
4.2.3.6 Record receipt of goods (10297)

1
4.2.3.7 Research/Resolve exceptions (10298)

1
4.2.4 Manage suppliers (10280)

1
4.2.4.1 Monitor/Manage supplier information (10299) 1

4.2.4.2 Prepare/Analyze procurement and vendor performance (10300)

1
4.2.4.3 Support inventory and production processes (10301)

1
4.2.4.4 Monitor quality of product delivered (10302)

1
4.3 Produce/Manufacture/Deliver product (10217)

1
4.3.1 Schedule production (10303)

1
4.3.1.1 Generate line level plan (10306)

1
4.3.1.2 Generate detailed schedule (10307)

1
4.3.1.3 Schedule production orders and create lots (10308)

1
4.3.1.4 Schedule preventive (planned) maintenance (preventive maintenance orders) (10315)
1
4.3.1.5 Schedule requested (unplanned) maintenance (work order cycle) (10316)
1
4.3.1.6 Release production orders and create lots (10309)

1
4.3.2 Produce product (10304)

1
4.3.2.1 Manage raw material inventory (10310)

1
4.3.2.2 Execute detailed line schedule (10311)

1
4.3.2.3 Report maintenance issues (10319)

1
4.3.2.4 Rerun defective items (10313)

1
4.3.2.5 Assess production performance (10314)

1
4.3.3 Perform quality testing (10369)

1
4.3.3.1 Calibrate test equipment (10318)

1
4.3.3.2 Perform testing using the standard testing procedure (10374)
1
4.3.3.3 Record test results (10375)
1
4.3.4 Maintain production records and manage lot traceability (10370)

1
4.3.4.1 Determine lot numbering system (10376)

1
4.3.4.2 Determine lot use (10377)

1
4.4 Deliver service to customer (10218)

1
4.4.1 Confirm specific service requirements for individual customer (10320)

1
4.4.1.1 Process customer request (10324)

1
4.4.1.2 Create customer profile (10325) 1
4.4.1.3 Generate service order (10326)

1
4.4.2 Identify and schedule resources to meet service requirements (10321)
1
4.4.2.1 Create resourcing plan and schedule (10327)
1
4.4.2.2 Create service order fulfillment schedule (10328)

1
4.4.2.3 Develop service order (10329)

1
4.4.3 Provide service to specific customers (10322)

1
4.4.3.1 Organize daily service order fulfillment schedule (10330)

1
4.4.3.2 Dispatch resources (10331)

1
4.4.3.3 Manage order fulfillment progress (10332)

1
4.4.3.4 Validate order fulfillment block completion (10333)

1
4.4.4 Ensure quality of service (10323)

1
4.4.4.1 Identify completed orders for feedback (10334)

1
4.4.4.2 Identify incomplete orders and service failures (10335)

1
4.4.4.3 Solicit customer feedback on services delivered (10336)

1
4.4.4.4 Process customer feedback on services delivered (10337)

1
4.5 Manage logistics and warehousing (10219)

1
4.5.1 Define logistics strategy (10338)

1
4.5.1.1 Translate customer service requirements into logistics requirements (10343)

1
4.5.1.2 Design logistics network (10344) 1
4.5.1.3 Communicate outsourcing needs (10345)

1
4.5.1.4 Develop and maintain delivery service policy (10346)
1
4.5.1.5 Optimize transportation schedules and costs (10347)

1
4.5.1.6 Define key performance measures (10348)

1
4.5.2 Plan and manage inbound material flow (10339)

1
4.5.2.1 Plan inbound material receipts (10349)

1
4.5.2.2 Manage inbound material flow (10350)

1
4.5.2.3 Monitor inbound delivery performance (10351)

1
4.5.2.4 Manage flow of returned products (10352)

1
4.5.3 Operate warehousing (10340)

1
4.5.3.1 Track inventory deployment (10353)

1
4.5.3.2 Receive, inspect, and store inbound deliveries (10354)

1
4.5.3.3 Track product availability (10355)

1
4.5.3.4 Pick, pack, and ship product for delivery (10356)

1
4.5.3.5 Track inventory accuracy (10357)

1
4.5.3.6 Track third-party logistics storage and shipping performance (10358)

1
4.5.3.7 Manage physical finished goods inventory (10359)

1
4.5.4 Operate outbound transportation (10341)

1
4.5.4.1 Plan, transport, and deliver outbound product (10360)

1
4.5.4.2 Track carrier delivery performance (10361)

1
4.5.4.3 Manage transportation fleet (10362)

1
4.5.4.4 Process and audit carrier invoices and documents (10363)

1
4.5.5 Manage returns; manage reverse logistics (10342)

1
4.5.5.1 Authorize and process returns (10364)

1
4.5.5.2 Perform reverse logistics (10365)

1
4.5.5.3 Perform salvage activities (10366)

1
4.5.5.4 Manage and process warranty claims (10367)

1
4.5.5.5 Manage repair/refurbishment and return to customer/stock (14195)

1

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EA Use Case APQC Framework  »EA Use Case APQC Framework
1. Develop (Design) Vision and Strategy  »1. Develop (Design) Vision and Strategy
APQC Business Process Framework »APQC Business Process Framework
2 Develop and Manage Products and Services »2 Develop and Manage Products and Services
3 Market and Sell Products and Services »3 Market and Sell Products and Services
4 Deliver Products and Services (10005)
5 Manage Customer Service (10006) »5 Manage Customer Service (10006)
1. Develop (Design) Vision and Strategy  »1. Develop (Design) Vision and Strategy
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