Case Study Deliverable

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