Operations Management homework help>Prioritized process hierarchy, prioritization matrix
Marketing Advantage Processes
Work Item Performed by
Rerun defective items Becky (Printer)
Identify printer Becky (Printer)
Maintain printer Becky (Printer)
Print order onto materials Becky (Printer)
Provide printed materials to the finishing team Becky (Printer)
Develop financial strategies Brent (Finance & Accounting)
Perform planning/budgeting/forecasting Brent (Finance & Accounting)
Perform cost accounting and control Brent (Finance & Accounting)
Evaluate and manage financial performance Brent (Finance & Accounting)
Establish policies for delinquent accounts Brent (Finance & Accounting)
Analyze delinquent account balances Brent (Finance & Accounting)
Correspond/Negotiate with delinquent accounts Brent (Finance & Accounting)
Analyze budget Brent (Finance & Accounting)
Approve payments Brent (Finance & Accounting)
Establish internal controls, policies and procedures Brent (Finance & Accounting)
Establish customer terms and conditions Carla (Sales Manager)
Manage demand for products and services Carla (Sales Manager)
Measure consumer satisfaction with products and services Carla (Sales Manager)
Define customer service policies and procedures Carla (Sales Manager)
Plan and manage customer service operations Carla (Sales Manager)
Measure customer satisfaction with customer requests/inquiries handling Carla (Sales Manager)
Establish sales goals and measures Carla (Sales Manager)
Evaluate sales results Carla (Sales Manager)
Perform cost management Jeff (Accountant)
Process customer credit Jeff (Accountant)
Generate customer billing data Jeff (Accountant)
Transmit billing data to customers Jeff (Accountant)
Resolve customer billing inquiries Jeff (Accountant)
Establish Accounts Receivable policies Jeff (Accountant)
Receive/Deposit customer payments Jeff (Accountant)
Apply cash remittances Jeff (Accountant)
Prepare Accounts Receivable reports Jeff (Accountant)
Post Accounts Receivable activity to the general ledger Jeff (Accountant)
Discuss account resolution with internal parties Jeff (Accountant)
Process adjustments/write-off balances Jeff (Accountant)
Maintain chart of accounts Jeff (Accountant)
Process journal entries Jeff (Accountant)
Process allocations Jeff (Accountant)
Reconcile GL accounts Jeff (Accountant)
Perform consolidations and process eliminations Jeff (Accountant)
Prepare trial balance Jeff (Accountant)
Prepare financial statements Jeff (Accountant)
Perform reporting/review management reports Jeff (Accountant)
Audit invoices and key data in Accounts Payable system Jeff (Accountant)
Process financial accruals and reversals Jeff (Accountant)
Process taxes Jeff (Accountant)
Research/resolve exceptions Jeff (Accountant)
Process payments Jeff (Accountant)
Respond to Accounts Payable inquiries Jeff (Accountant)
Manage cash Jeff (Accountant)
Create/Distribute purchase orders Kelly (Sales Assistant)
Create customer profile Kelly (Sales Assistant)
Generate service order Kelly (Sales Assistant)
Develop service order Kelly (Sales Assistant)
Develop compensation plan KT (HR Generalist)
Develop succession plan KT (HR Generalist)
Develop recruiting program KT (HR Generalist)
Develop HR policies KT (HR Generalist)
Administer HR policies KT (HR Generalist)
Determine job need/opening KT (HR Generalist)
Perform recruiting activities/events KT (HR Generalist)
Interview candidates KT (HR Generalist)
Hire candidate KT (HR Generalist)
Manage employee performance KT (HR Generalist)
Develop and manage reward, recognition, and motivation programs KT (HR Generalist)
Manage and administer benefits KT (HR Generalist)
Manage employee separation KT (HR Generalist)
Perform job specific roles mapping and value-add analyses KT (HR Generalist)
Finalize product/service characteristics and business cases Larisa (Marketing)
Introduce new product and/or service commercially Larisa (Marketing)
Coordinate introduction of new wholesaler products Larisa (Marketing)
Develop product Larisa (Marketing)
Launch new products Larisa (Marketing)
Perform customer and market intelligence analysis Larisa (Marketing)
Develop and manage brands Larisa (Marketing)
Define and manage channel strategy Larisa (Marketing)
Develop wholesaler relationships Larisa (Marketing)
Establish goals, objectives and metrics for products by channels/segments Larisa (Marketing)
Develop and manage pricing Larisa (Marketing)
Develop and manage placement and campaign management Larisa (Marketing)
Analyze and evaluate competition Larisa (Marketing)
Analyze financial conditions Larisa (Marketing)
Design art and graphics Luke (Designer)
Modify client logo and graphics according to needs of products Luke (Designer)
Create proposal for the layout and design of the marketing products Luke (Designer)
Assist client with the layout and design Luke (Designer)
Save design work onto a shared network location Luke (Designer)
Manage facilities Manuel (Facilities Manager)
Design facility Manuel (Facilities Manager)
Select property Manuel (Facilities Manager)
Negotiate terms for facility Manuel (Facilities Manager)
Manage construction or modification to building Manuel (Facilities Manager)
Acquire workspace and assets Manuel (Facilities Manager)
Change fit/form/function of workspace and assets Manuel (Facilities Manager)
Identify incomplete orders and service failures Margit (Finisher)
Sew material onto hardware Margit (Finisher)
Perform quality check of finished product Margit (Finisher)
Monitor quality Margit (Finisher)
Assess new technology innovations Rick (Owner)
Identify social and cultural changes Rick (Owner)
Capture and assess customer needs Rick (Owner)
Formulate mission Rick (Owner)
Communicate mission Rick (Owner)
Set corporate financial targets Rick (Owner)
Determine relative market share Rick (Owner)
Develop overall mission statement Rick (Owner)
Select long-term business strategy Rick (Owner)
Develop and set organizational goals Rick (Owner)
Align strategy with business strategy and initiatives Rick (Owner)
Generate leads Ronaldo (Sale Representative)
Manage customers and accounts Ronaldo (Sale Representative)
Manage customer sales Ronaldo (Sale Representative)
Accept and validate sales orders Ronaldo (Sale Representative)
Collect and maintain customer account information Ronaldo (Sale Representative)
Enter orders into system and identify/perform cross-sell/up-sell activity Ronaldo (Sale Representative)
Expedite orders and satisfy inquiries Ronaldo (Sale Representative)
Research/Resolve exceptions Ronaldo (Sale Representative)
Process customer request Ronaldo (Sale Representative)
Solicit customer feedback on services delivered Ronaldo (Sale Representative)
Respond to consumer requests/inquiries Ronaldo (Sale Representative)
Respond to consumer complaints Ronaldo (Sale Representative)
Provide pricing estimate to Wholesaler Ronaldo (Sale Representative)
Exchange data and graphics with wholesaler Ronaldo (Sale Representative)
Validate accuracy of art and layout with wholesaler Ronaldo (Sale Representative)
Send approved layout to Production team Ronaldo (Sale Representative)
Plan, transport, and deliver outbound product Sanjoy (Shipping Clerk)
Authorize and process returns Sanjoy (Shipping Clerk)
Give tracking and sales order to sales rep Sanjoy (Shipping Clerk)
Provide shipping tracking number to wholesaler Sanjoy (Shipping Clerk)
Determine stock availability Shawn (Production Manager)
Process back orders and updates Shawn (Production Manager)
Provide product tracking Shawn (Production Manager)
Identify critical materials and supplier capacity Shawn (Production Manager)
Create and manage master production schedule Shawn (Production Manager)
Develop inventory strategy Shawn (Production Manager)
Select suppliers Shawn (Production Manager)
Manage raw material inventory Shawn (Production Manager)
Execute detailed line schedule Shawn (Production Manager)
Assess production performance Shawn (Production Manager)
Create resourcing plan and schedule Shawn (Production Manager)
Create service order fulfillment schedule Shawn (Production Manager)
Manage order fulfillment progress Shawn (Production Manager)
Manage inbound material flow Shawn (Production Manager)
Monitor inbound delivery performance Shawn (Production Manager)
Manage flow of returned products Shawn (Production Manager)
Manage incidents Shawn (Production Manager)
Manage problems Shawn (Production Manager)
Verify that inventory and materials are available Shawn (Production Manager)
Order print media (soft material used for tent and display stands) Shawn (Production Manager)
Order hardware (tent and display stands) Shawn (Production Manager)
Payroll administration Sue (Staff Accountant)
Report time Sue (Staff Accountant)
Manage pay Sue (Staff Accountant)
Process payroll taxes Sue (Staff Accountant)
Process expense reimbursements Sue (Staff Accountant)
Sample APC
Process Category Process Group Process Activity
12 Manage Knowledge, Improvement, and Change (10013)
12.1 Create and manage organizational performance strategy (11071)
12.1.1 Create organization design (11661)
12.1.1.1 Design organization structure and publish organization charts (11662)
12.1.1.2 Optimize reporting structures (11663)
12.1.1.3 Establish cross-functional linkages (11664)
12.1.2 Develop supporting organizational processes (11665)
12.1.2.1 Develop and incorporate supporting organizational processes (11666)
12.1.3 Create enterprise measurement systems model (11075)
12.1.3.1 Establish performance measures (11080)
12.1.3.2 Establish performance monitoring frequency (11081)
12.1.3.3 Set performance targets (11082)
&”Arial,Bold”&12Process Classification Framework Process Category – &A

IBM Global Business Services &9&P &9&F

BLUE

MAROON

RED

BLACK