Aligning Architecture with the Organization - APQC · Business Capability Reference Model Business...
Transcript of Aligning Architecture with the Organization - APQC · Business Capability Reference Model Business...
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Business Capability Reference Model
Business
Capabilities
Key Requirements
1. Credible
2. Standard [schema]
3. Multiple industries
AssessmentInitiative
Planning
Value
Realization
5
• Credible
• Standard [schema]
• Covering number of
industries
6
8
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10
11
Example 1: Microsoft Value Realization Framework (VRF)
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Example 2: Solution mapping and definition
MARKET PRODUCTS AND SERVICES
PLAN AND MANAGE PRODUCTS AND SERVICES
SUPPORT FUNCTIONS
DEVELOP AND MANAGE CUSTOMER EXPERIENCE
DEVELOP AND MANAGE OMNI CHANNELS
FRONT-OFFICE CAPABILITIES STORE OPERATIONS
Plan & Manage Workforce
HQ CollaborationManage Store Performance
Manage Store Inventory
Operational
Compliance
CONSUMER TOUCH-POINTS
In-Store Kiosk Web Store Mobile App
MARKET TO CUSTOMERS
Track & Respond to
Shopper Insight
Develop & Manage
Promotional Programs
Promote & Manage
Brands
Develop & Manage Media
Campaigns
Manage Product
Marketing Content
Develop & Execute
Customer Loyalty Programs
MERCHANDISING
Manage Product
Development LifecycleSource Products Develop Product Plan
Manage Product Master
Data
Develop & Manage Sales
& Pricing Plan
Supplier CollaborationDevelop Allocation Plan Category & Basket
Analysis
Perform Customer &
Market Analysis
CUSTOMER RELATIONSHIP
MANAGEMENT
Manage Omni-
Channel Experience
Operate Customer
Call Center
Maintain Customer Master
Data
Measure and Evaluate Customer
Satisfaction
BACK-OFFICE CAPABILITIES
Floor Merchandising
and PromotionsInventory
ManagementProvide Floor
Customer ServicePricing &
PromotionsException
ManagementMange Cash
DELIVER PRODUCTS
SUPPLY CHAIN & LOGISTICS
Manage
Transportation &
Logistics
Distribution
Planning
Manage Inbound
Product
Global Supply
Chain (imports)
Manage Enterprise
Inventory
3rd Party
Distribution
Yard & Fleet
Management
Plan Transportation
Network
Replenish
Fulfillment Centers
Replenish Retail
StoresPick, Pack and Ship
Develop and
Manage Channel
Strategy
Develop Customer
Service Strategy
Manage Social
Media
Direct Delivery
Management
Provide Customer
Self-Service
Deliver Digital
Products
MANAGE RETAIL IT
Corporate Applications
Mobile StrategyDevelop the Enterprise IT
Strategy
Content Management
Strategies
Solutions Life Cycle
Planning
Develop Digital
Experience
Business
Intelligence
CENTRAL OPERATIONS
Site Planning
Manage Loss
Prevention
GOVERNANCE & COMPLIANCE
Manage Regulatory
Compliance
PCI Compliance
Risk Management
Implement Security
Controls
CORPORATE FUNCTIONS
Asset
Management
Human Resources
Strategy
Performance Strategic &
Tactical Planning
Provide Legal
Services
Portfolio
Management
Manage Store
Collaboration
AdsStoreCall Center
Operate Customer
Service Desk
Specialty Services
Operate Customer
Checkout
V1 9.15.12
Execute Loyalty
Program
Inventory Tasks
Real-Time Transaction
Processing
MARKET PRODUCTS AND SERVICES
PLAN AND MANAGE PRODUCTS AND SERVICES
SUPPORT FUNCTIONS
DEVELOP AND MANAGE CUSTOMER EXPERIENCE
DEVELOP AND MANAGE OMNI CHANNELS
FRONT-OFFICE CAPABILITIES STORE OPERATIONS
Plan & Manage
Workforce
HQ CollaborationManage Store
Performance
Manage Store
Inventory
Operational
Compliance
CONSUMER TOUCH-POINTS
In-Store Kiosk Web Store Mobile App
MARKET TO CUSTOMERS
Track & Respond to
Shopper Insight
Develop & Manage
Promotional Programs
Promote & Manage
Brands
Develop & Manage Media
Campaigns
Manage Product
Marketing Content
Develop & Execute
Customer Loyalty Programs
MERCHANDISING
Manage Product
Development Lifecycle
Source Products Develop Product Plan
Manage Product Master
Data
Develop & Manage Sales
& Pricing Plan
Supplier CollaborationDevelop Allocation Plan Category & Basket
Analysis
Perform Customer &
Market Analysis
CUSTOMER RELATIONSHIP
MANAGEMENT
Manage Omni-Channel
Experience
Operate Customer Call Center
Maintain
Customer Master
Data
Measure and
Evaluate Customer
Satisfaction
BACK-OFFICE CAPABILITIES
Floor Merchandising and Promotions
Inventory Management
Provide Floor Customer Service
Pricing & Promotions
Exception Management
Manage Cash
DELIVER PRODUCTS
SUPPLY CHAIN & LOGISTICS
Manage
Transportation &
Logistics
Distribution
Planning
Manage Inbound
Product
Global Supply
Chain (imports)
Manage Enterprise
Inventory
3rd Party
Distribution
Yard & Fleet
Management
Plan Transportation
Network
Replenish
Fulfillment Centers
Replenish Retail
Stores
Pick, Pack and Ship
Develop and
Manage Channel Strategy
Develop Customer
Service StrategyManage Social
MediaDirect Delivery
ManagementProvide Customer
Self-ServiceDeliver Digital
Products
MANAGE RETAIL IT
Corporate Applications
Mobile StrategyDevelop the
Enterprise IT
Strategy
Content
Management
Strategies
Solutions Life Cycle
Planning
Develop Digital
Experience
Business
Intelligence
CENTRAL OPERATIONS
Site Planning
Manage Loss
Prevention
GOVERNANCE & COMPLIANCE
Manage Regulatory
Compliance
PCI Compliance
Risk Management
Implement Security
Controls
CORPORATE FUNCTIONS
Asset
Management
Human Resources
Strategy
Performance
Strategic &
Tactical Planning
Provide Legal
Services
Portfolio
Management
Manage Store
Collaboration
AdsStoreCall Center
Operate Customer
Service Desk
Specialty Services
Operate Customer
Checkout
V1 9.15.12
Execute Loyalty
Program
Inventory Tasks
Real-Time
Transaction
Processing
DEVELOP AND MANAGE CUSTOMER EXPERIENCE
DEVELOP AND MANAGE OMNI CHANNELS
FRONT-OFFICE CAPABILITIES STORE OPERATIONS
Plan & Manage
Workforce
HQ CollaborationManage Store
Performance
Manage Store
Inventory
Operational
Compliance
CUSTOMER RELATIONSHIP
MANAGEMENT
Manage Omni-
Channel
Experience
Operate Customer
Call Center
Maintain
Customer Master
Data
Measure and
Evaluate Customer
Satisfaction
BACK-OFFICE CAPABILITIES
Floor Merchandising
and Promotions
Inventory
Management
Provide Floor
Customer Service
Pricing &
Promotions
Exception
Management
Manage Cash
Develop and
Manage Channel
Strategy
Develop Customer
Service Strategy
Manage Social
Media
Direct Delivery
Management
Provide Customer
Self-Service
Deliver Digital
Products
Operate Customer
Service Desk
Specialty Services
Operate Customer
Checkout
Execute Loyalty
Program
Inventory Tasks
SUPPORT FUNCTIONS
MANAGE RETAIL IT
Corporate Applications
Mobile StrategyDevelop the
Enterprise IT
Strategy
Content
Management
Strategies
Solutions Life Cycle
Planning
Develop Digital
Experience
Business
Intelligence
CENTRAL OPERATIONS
Site Planning
Manage Loss
Prevention
GOVERNANCE & COMPLIANCE
Manage Regulatory
Compliance
PCI Compliance
Risk Management
Implement Security
Controls
CORPORATE FUNCTIONS
Asset
Management
Human Resources
Strategy
Performance
Strategic &
Tactical Planning
Provide Legal
Services
Portfolio
Management
Manage Store
Collaboration
Real-Time
Transaction
Processing
MARKET PRODUCTS AND SERVICES
MARKET TO CUSTOMERS
Track & Respond to
Shopper Insight
Develop & Manage
Promotional Programs
Promote & Manage
Brands
Develop & Manage Media
Campaigns
Manage Product
Marketing Content
Develop & Execute
Customer Loyalty Programs
DELIVER PRODUCTS
SUPPLY CHAIN & LOGISTICS
Manage
Transportation &
Logistics
Distribution
Planning
Manage Inbound
Product
Global Supply
Chain (imports)
Manage Enterprise
Inventory
3rd Party
Distribution
Yard & Fleet
Management
Plan Transportation
Network
Replenish
Fulfillment Centers
Replenish Retail
Stores
Pick, Pack and Ship
PLAN AND MANAGE PRODUCTS AND SERVICES
MERCHANDISING
Manage Product
Development Lifecycle
Source Products Develop Product Plan
Manage Product Master
Data
Develop & Manage Sales
& Pricing Plan
Supplier CollaborationDevelop Allocation Plan Category & Basket
Analysis
Perform Customer &
Market Analysis
DEVELOP AND MANAGE CUSTOMER EXPERIENCE
DEVELOP AND MANAGE OMNI CHANNELS
FRONT-OFFICE CAPABILITIES STORE OPERATIONS
Plan & Manage
Workforce
HQ CollaborationManage Store
Performance
Manage Store
Inventory
Operational
Compliance
CUSTOMER RELATIONSHIP
MANAGEMENT
Manage Omni-
Channel
Experience
Operate Customer
Call Center
Maintain
Customer Master
Data
Measure and
Evaluate Customer
Satisfaction
BACK-OFFICE CAPABILITIES
Floor Merchandising
and Promotions
Inventory
Management
Provide Floor
Customer Service
Pricing &
Promotions
Exception
Management
Mange Cash
Develop and
Manage Channel
Strategy
Develop Customer
Service Strategy
Manage Social
Media
Direct Delivery
Management
Provide Customer
Self-Service
Deliver Digital
Products
Operate Customer Service Desk
Specialty Services
Operate Customer Checkout
Execute Loyalty
Program
Inventory Tasks
開発、顧客の経験を管理
開発し、オムニ チャネルの管理
フロント オフィス機能 ストアの操作
プラン &
労働力を管理しま
す。
HQ
のコラボレーショ
ン
ストアのパフォーマンスを管理しま
す。
店舗の在庫を管理
します。
運用上のコンプラ
イアンス
顧客関係管理
オムニ
チャネルの経験を
管理します。
カスタマー
コール
センターを運営し
ます。
顧客マスター
データを維持しま
す。
測定し、顧客満足
度の評価
バック オフィス機能
床のマーチャンダイジングとプロモーシ
ョン
インベントリ管理 床の顧客サービスを
提供します。
価格とプロモーショ
ン例外管理 現金を管理します。
開発および管理チャ
ネル戦略
顧客サービス戦略を
開発します。ソーシャル
メディアを管理しま
す。
直接配信の管理 顧客セルフ
サービスを提供しま
す。
デジタル製品を提供
します。
顧客サービス
デスクを動作しま
す。
専門サービス
お客様のチェック
アウトを動作しま
す。
忠誠心のプログラ
ムを実行します。
インベントリ
タスク
MARKET PRODUCTS AND SERVICES
PLAN AND MANAGE PRODUCTS AND SERVICES
SUPPORT FUNCTIONS
DEVELOP AND MANAGE CUSTOMER EXPERIENCE
DEVELOP AND MANAGE OMNI CHANNELS
FRONT-OFFICE CAPABILITIES STORE OPERATIONS
Plan & Manage Workforce
HQ CollaborationManage Store Performance
Manage Store Inventory
Operational
Compliance
CONSUMER TOUCH-POINTS
In-Store Kiosk Web Store Mobile App
MARKET TO CUSTOMERS
Track & Respond to
Shopper Insight
Develop & Manage
Promotional Programs
Promote & Manage
Brands
Develop & Manage Media
Campaigns
Manage Product
Marketing Content
Develop & Execute
Customer Loyalty Programs
MERCHANDISING
Manage Product
Development LifecycleSource Products Develop Product Plan
Manage Product Master
Data
Develop & Manage Sales
& Pricing Plan
Supplier CollaborationDevelop Allocation Plan Category & Basket
Analysis
Perform Customer &
Market Analysis
CUSTOMER RELATIONSHIP
MANAGEMENT
Manage Omni-
Channel Experience
Operate Customer
Call Center
Maintain Customer Master
Data
Measure and Evaluate Customer
Satisfaction
BACK-OFFICE CAPABILITIES
Floor Merchandising
and PromotionsInventory
ManagementProvide Floor
Customer ServicePricing &
PromotionsException
ManagementManage Cash
DELIVER PRODUCTS
SUPPLY CHAIN & LOGISTICS
Manage
Transportation &
Logistics
Distribution
Planning
Manage Inbound
Product
Global Supply
Chain (imports)
Manage Enterprise
Inventory
3rd Party
Distribution
Yard & Fleet
Management
Plan Transportation
Network
Replenish
Fulfillment Centers
Replenish Retail
StoresPick, Pack and Ship
Develop and
Manage Channel
Strategy
Develop Customer
Service Strategy
Manage Social
Media
Direct Delivery
Management
Provide Customer
Self-Service
Deliver Digital
Products
MANAGE RETAIL IT
Corporate Applications
Mobile StrategyDevelop the Enterprise IT
Strategy
Content Management
Strategies
Solutions Life Cycle
Planning
Develop Digital
Experience
Business
Intelligence
CENTRAL OPERATIONS
Site Planning
Manage Loss
Prevention
GOVERNANCE & COMPLIANCE
Manage Regulatory
Compliance
PCI Compliance
Risk Management
Implement Security
Controls
CORPORATE FUNCTIONS
Asset
Management
Human Resources
Strategy
Performance Strategic &
Tactical Planning
Provide Legal
Services
Portfolio
Management
Manage Store
Collaboration
AdsStoreCall Center
Operate Customer
Service Desk
Specialty Services
Operate Customer
Checkout
V1 9.15.12
Execute Loyalty
Program
Inventory Tasks
Real-Time Transaction
Processing
MARKET PRODUCTS AND SERVICES
PLAN AND MANAGE PRODUCTS AND SERVICES
SUPPORT FUNCTIONS
DEVELOP AND MANAGE CUSTOMER EXPERIENCE
DEVELOP AND MANAGE OMNI CHANNELS
FRONT-OFFICE CAPABILITIES STORE OPERATIONS
Plan & Manage
Workforce
HQ CollaborationManage Store
Performance
Manage Store
Inventory
Operational
Compliance
CONSUMER TOUCH-POINTS
In-Store Kiosk Web Store Mobile App
MARKET TO CUSTOMERS
Track & Respond to
Shopper Insight
Develop & Manage
Promotional Programs
Promote & Manage
Brands
Develop & Manage Media
Campaigns
Manage Product
Marketing Content
Develop & Execute
Customer Loyalty Programs
MERCHANDISING
Manage Product
Development LifecycleSource Products Develop Product Plan
Manage Product Master
Data
Develop & Manage Sales
& Pricing Plan
Supplier CollaborationDevelop Allocation Plan Category & Basket
Analysis
Perform Customer &
Market Analysis
CUSTOMER RELATIONSHIP
MANAGEMENT
Manage Omni-
Channel
Experience
Operate Customer
Call Center
Maintain
Customer Master
Data
Measure and
Evaluate Customer
Satisfaction
BACK-OFFICE CAPABILITIES
Floor Merchandising
and PromotionsInventory
ManagementProvide Floor
Customer ServicePricing &
PromotionsException
ManagementMange Cash
DELIVER PRODUCTS
SUPPLY CHAIN & LOGISTICS
Manage
Transportation &
Logistics
Distribution
Planning
Manage Inbound
Product
Global Supply
Chain (imports)
Manage Enterprise
Inventory
3rd Party
Distribution
Yard & Fleet
Management
Plan Transportation
Network
Replenish
Fulfillment Centers
Replenish Retail
StoresPick, Pack and Ship
Develop and
Manage Channel
Strategy
Develop Customer
Service Strategy
Manage Social
Media
Direct Delivery
Management
Provide Customer
Self-Service
Deliver Digital
Products
MANAGE RETAIL IT
Corporate Applications
Mobile StrategyDevelop the
Enterprise IT
Strategy
Content
Management
Strategies
Solutions Life Cycle
Planning
Develop Digital
Experience
Business
Intelligence
CENTRAL OPERATIONS
Site Planning
Manage Loss
Prevention
GOVERNANCE & COMPLIANCE
Manage Regulatory
Compliance
PCI Compliance
Risk Management
Implement Security
Controls
CORPORATE FUNCTIONS
Asset
Management
Human Resources
Strategy
Performance
Strategic &
Tactical Planning
Provide Legal
Services
Portfolio
Management
Manage Store
Collaboration
AdsStoreCall Center
Operate Customer
Service Desk
Specialty Services
Operate Customer
Checkout
V1 9.15.12
Execute Loyalty
Program
Inventory Tasks
Real-Time
Transaction
Processing
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