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发表于 2009-7-8 18:05
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这篇文章比较适合于审核员。
我在网上找到一篇过程分类与框架的文章，，有兴趣的朋友可以去看看，提提意见。
Process classification framework – with short definitions
过程分类框架——附带简短定义
The process classification framework is the primary framework that Global Best Practices uses to organize best practice tools and information – it is, in essence, the table of contents for the knowledge base.
过程分类框架是Global Best Practices（环球最佳实践公司）用来组织最佳实践工具和信息的基本框架。从本质上来说，它是知识库的目录。
It contains 13 business processes that apply to almost any business. The first seven are operating processes that companies follow to develop and move products to the market. The last six processes are management and support processes that make it possible for the company to operate effectively.
它包括13个适用于大多数业务的业务过程。前面7个是操作过程，公司用于开发和向市场推出产品。后六个过程是管理和支持过程，使得公司有效地运作成为可能。
Short definitions for each process are listed below.
简短定义如下：
1.0 UNDERSTAND MARKETS AND CUSTOMERS 了解市场和顾客
The process of analyzing market and customer information to create and maintain a competitive business position.
分析市场和顾客信息的过程，以创造和保持竞争地位。
1.1 Determine customer needs and wants 确定顾客需求和需要
The process of identifying customer segments, critical incidents of customer contact, and customer needs in order to meet customer demands.
识别顾客群，顾客合同的关键事件，以及顾客需求的过程，以满足顾客要求
1.1.1 Capture and assess customer feedback 获得和评价顾客反馈
The process of eliciting, analyzing, and applying direct and indirect customer feedback to improve operational performance.
获得，分析和直接或间接的应用顾客反馈的过程，以改进运作业绩
1.1.2 Predict customer purchasing behavior 预测顾客购买行为
The process of examining attitudinal and behavioral customer data to predict and influence customer buying patterns.
顾客的态度和行为数据的检验过程，以预测并影响顾客购买方式。
1.2 Measure customer satisfaction 测量顾客满意度
The process of tracking customer satisfaction through indirect and direct customer feedback and sharing it companywide to develop a culture focused on satisfying customers.
通过直接和间接的顾客反馈跟踪调查顾客满意，并在公司范围内建立以满足顾客为核心的文化
1.2.1 Monitor satisfaction with products and services 用产品和服务监视顾客满意
The process of soliciting customer input throughout all stages of the product life cycle to ensure ongoing satisfaction as well as identify ideas for new or improved products and services.
在产品生命周期的整个阶段获得顾客反馈的过程，以保证持续的满意并且识别出开发新产品和服务或改进现有产品和服务的建议。
1.2.2 Monitor satisfaction with problem resolution 用问题解决方案来监视顾客满意
The process of determining whether customers receive timely and thorough support to resolve problems with the company or its offerings.
确定顾客是否定期得到全方位支持的过程，以便利用公司或其产品解决顾客的问题。
1.2.3 Monitor satisfaction with communication 用沟通来监视顾客满意度
The process of determining whether customers receive timely and thorough information about products and services through preferred channels of communication.
确定顾客是否通过首选的沟通渠道定期得到全方位的产品和服务信息的过程
1.3 Monitor changes in market or customer expectations 用市场或顾客期望来监视变化
The process of monitoring the external environment to keep pace with customers' changing expectations as well as competitive offerings.
监视外部环境的过程，以与顾客不断变化的期望以及竞争产品同步
1.3.1 Determine deficiency of products and services 确定产品和服务的缺陷
The process of identifying necessary product and service improvements by examining transaction data, transaction data, and competitor information.
通过检查往来数据，往来数据和竞争者信息，确立必要的产品和服务改进的识别过程
1.3.2 Identify innovations that meet customer needs and wants 识别满足顾客需求和需要的发明
The process of analyzing customer information to gather insight into new or enhanced products that would meet evolving needs and wants.
分析顾客信息的过程，以把大家的智慧应用于新产品或增强产品，满足日益增长的需求和需要。
1.3.3 Monitor competitive offerings 监视竞争动手产品
The process of tracking competitive offerings and their market share to identify product and service strategies that meet customer demands.
跟踪竞争动手产品及其市场份额的过程，以发现满足顾客需求的产品和服务策略
2.0 DEVELOP VISION AND STRATEGY 制定愿景和战略
The process of preparing for future success with strategic plans that address both short- and long-term business objectives.
通过战略策划准备将来成功的一组过程。战略策划即针对短期业务目标，同时也针对长期目标。
2.1 Monitor the external environment 监视外部环境
The process of acquiring, analyzing, and disseminating relevant external information to respond to and capitalize on competitive and marketplace opportunities.
获得、分析和传播相关外部信息的过程，以对竞争和市场机会做出反应和投资
2.1.1 Analyze and understand competition 分析和了解竞争
The process of assessing the threats and opportunities presented by actual and potential competitors to exploit their weaknesses, preempt competitive attack, and gain market share through differentiated innovation.
对现实的和潜在的竞争动手所展现的威胁和机会的分析过程，以发现竞争动手的弱项，通过差异化创新抢占竞争先机并获得市场份额
2.1.2 Identify economic trends 识别经济趋势
The process of forecasting micro and macroeconomic trends to gain a richer context from which to execute strategy.
预测宏观和微观经济趋势的过程，以获得实施战略的丰富的背景信息
2.1.3 Identify political and regulatory issues 识别政治和法规问题
The process of understanding the political and regulatory forces that impact the industry and economic landscape.
政治和法规对行业和经济前景影响力的了解过程
2.1.4 Assess technology innovations 评价技术发明
The process of monitoring advances in technology to maximize IT investments that enhance business operations, improve efficiencies, and spur innovation.
技术进步监视过程，以使IT投资最大化，增强业务能力，改进效率，并激发创新
2.1.5 Identify social and cultural changes 识别社会和文化变化
The process of understanding the social and cultural forces that drive customer needs and behavior, impact the business landscape, and signal significant shifts in societal mores.
对社会和文化驱动力的了解过程，这种驱动力可以驱动顾客需求和行为，影响业务前景，预示社会风俗重大变化
2.2 Define the business concept and strategy 确定业务概念和战略
The process of developing strategies to harness resources for achieving goals and that allow for flexibility, speed, and tolerance of risk.
制定战略的过程，以利用资源实现目标并且适应变化、迅速调整及承受风险。
2.2.1 Select relevant markets 选择相关的市场
The process of assessing markets to determine which to exploit or abandon.
市场评价过程，以确定开发或放弃某个市场
2.2.2 Develop long-term vision 制定长期愿景
The process of creating a forward-looking, responsive, and nimble strategy for future success.
目光长远的，反应敏捷的战略创造过程
2.2.3 Formulate business unit strategy 陈述业务单元策略
The process of developing strategy for distinct business units to focus activities and optimize resources.
为业务单元制定策略的过程，以关注于活动并优化资源
2.3 Design the organizational structure 设计组织结构
The process of positioning relationships between internal stakeholders to optimize the creation and delivery of products and services.
平衡内部利益相关方关系的过程，以优化制造和发运产品和服务
2.3.1 Manage international operations 管理内部操作
The process of expanding operations globally to achieve growth, create value, develop new markets, and gain economies of scale.
全面拓展业务的过程，以实现增长，增值，开发新市场，并取得规模经济
2.3.2 Outsource noncritical functions 外包非关键职能
The process of hiring outside professionals to manage less strategic or seasonal activities so employees can focus on more critical and proprietary tasks.
雇佣外部专业人员的过程，以管理非战略性或季节性活动，使员工专心于更重要和专利性的任务。
2.3.3 Franchise products and services 产品和服务许可
The process of achieving growth and expansion with limited funding and resources by granting others the contractual right to sell products and services under the auspices and guidance of the franchising organization.
通过给他人授予契约权的方式，利用有限的资金和资源，实现成长和扩展的过程。即在发包组织的支持和指导下，销售产品和服务。
2.3.4 Create shared services centers 创造分享服务中心
The process of consolidating dispersed business support processes into a single, technology-driven unit to reap efficiencies in resource management.
将分散的业务支持过程合并为一个单一的技术驱动的单元的过程，以提高资源管理的效率
2.3.5 Manage strategic alliances 管理战略联盟
The process of forming creative partnerships with other companies to increase market share, improve operational efficiency, and spur innovation through shared resources and expertise.
与其他公司形成创新合作关系的过程，以增加市场份额，改善业务效率，并通过共享的资源和技术激发创新
2.3.6 Manage mergers and acquisitions 管理合并和收购
The process of directing the complex changes that occur before and after two companies unite as a single entity.
在两个公司组成一个单一单位的前后所发生的复杂变故的指挥过程
2.4 Develop and set organizational goals 制定组织目标
The process identifying goals and operational benchmarks around available resources and capital, market position, general business prospects, and value creation potential.
透过现有资源和资金，市场地位，综合业务前景，以及潜在价值创造环境，识别目标和业务标杆的过程
3.0 DESIGN PRODUCTS AND SERVICES 设计产品和服务
The process of conceiving, designing, and delivering competitive products and services. 构思、设计和发运具有竞争力产品和服务的一组过程
3.1 Develop new product or service concept 开发新产品或服务概念
The process of creating distinctive products, services, and methods of working. 创造独特产品，服务和工作方法的过程
3.1.1 Translate customer needs and wants into products and services 将顾客需求和需要转化为产品和服务
The process of capturing the voice of the customer and incorporating the information into product design to optimize product development.
聆听顾客声音并将得到的信息转化为产品设计的过程，以优化产品开发
3.1.2 Deploy cost and quality targets 成本和质量目标展开
The process of deploying cost and quality targets as an element of profit-planning to reduce production costs throughout a product’s life cycle, without reducing quality, functionality, or time-to-market.
作为效益策划的一个元素展开成本和质量目标的过程，以在产品整个生命周期内降低生产成本，而不降低质量、功能或上市时间
3.1.3 Target product lifecycle and development timing 目标产品生命周期和开发时机
The process of optimizing a product’s longevity and development by carefully managing its full life cycle, from development and growth to maturity and decline.
通过小心谨慎的管理产品整个生命周期（从开发，成长到成熟和消失）优化产品寿命和发展的过程
3.2 Design, build and evaluate prototype products and services 设计，制造和评估产品和服务原型
The process of bridging a company’s skills in generating innovative ideas with product execution to ensure concepts are technically feasible.
用完成的产品将公司产生创新思想中技能联系起来的过程，以保证其概念在技术上是可行的
3.2.1 Develop product and service specifications 制定产品和服务规范
The process of identifying precise information to enhance the efficiency and cost-effectiveness of moving a product from concept through manufacturing.
识别准确信息的过程，以增强从概念，生产到产品过程中的效率和成本效率
3.2.2 Implement concurrent engineering 实行并行工程
The process of encapsulating all facets of the product life cycle from conception through decline, including cost, quality, market timing and customer requirements.
缩短产品生命周期（从概念到消失）所有阶段的过程，包括成本，质量，入市时机和顾客要求等阶段。
3.2.3 Implement value engineering 实行价值工程
The process of exploring design options early in the concept stage of product development with tools such engineering simulation technologies, life cycle optimization, and collaboration solutions.
在产品开发概念阶段的早期，利用诸如工程模拟技术，生命周期优化法和协作解决方案等方法探寻设计选项的过程
3.2.4 Implement design for environment program 实行面向环境的设计项目
The process of enhancing idea generation to identify potential opportunities for new product development.
提高想法产生的过程，以识别新产品开发的潜在机会
3.3 Refine existing products and services 改良现有产品和服务
The process of refining product lines to meet customer needs and intensify focus on specific markets. 改良产品线的过程，以满足顾客需求和强化特定市场
3.3.1 Develop product and service enhancements 增强产品和服务能力
The process of developing product and service enhancements by monitoring customer requirements, market analysis, competitive reviews, pricing revisions, and product positioning adjustments.
通过监视顾客要求，市场分析，竞争评价，价格调整和产品定位调整等措施，增强产品和服务能力的过程
3.3.2 Eliminate quality and reliability problems 消除质量和可靠性问题
The process of detecting design inadequacies early on in the product development process to reduce ongoing development, testing and support costs.
在产品开发过程的早期发现设计的不适宜性的过程，以降低后续开发、试验和支持的成本
3.3.3 Eliminate outdated products and services 消除过期产品和服务
The process of monitoring products and services to remove them from the marketplace and production when they no longer align with demand.
监视产品和服务的过程，以便当产品和服务不再满足要求时，及时撤出市场并停止生产
3.4 Test effectiveness of new or revised products and services 测试新的或改良的产品和服务的有效性
The process of testing products and services to ensure they meet design specifications and that no warranty and liability problems exist that could damage or destroy customer loyalty.
产品和服务的测试过程，以保证满足设计规范，没有可能损害顾客忠诚度的保证和责任问题
3.5 Prepare for production 生产准备
The process of integrating production activities with other functional areas in an effort to meet marketplace demands for speed, quality, and cost control.
连同其他职能部门一起整合生产活动的过程，以便努力满足市场对速度、质量和成本控制的要求
3.6 Manage the product and service development process 管理产品和服务的开发过程
The process of exploring, developing, testing, and launching new products and reshaping existing ones to create new markets and growth opportunities.
探求、开发、试验和试生产新产品或改造现有产品的过程，以创造新市场和成长机会
3.6.1 Implement project management 实施项目管理
The process of structuring workflow, schedules, resource allocation information, concept testing, and risk analysis to ensure an efficient product development process that will achieve organizational goals and customer requirements.
制定工作流程、时间表、资源分配、概念试验和风险分析的过程，以保证实现组织目标和顾客要求的有效的产品开发过程。
3.7 Manage intellectual property 管理知识产权
The process of protecting assets from infringement by others through strategic use of copyrights, patents, and trademarks.
通过策略性使用著作权，专利和商标防止他人财产侵害的过程
3.7.1 Apply for and manage patents 申请和管理专利
The process of securing legal ownership and protection of processes, technologies, innovations, and materials.
保护合法权以及对过程、技术、发明和原材料的保护过程
3.7 2 Secure copyright and trademark protection 著作权和商标的保护
The process of protecting and securing exclusive rights to brands and unique expressions that denote products and services.
对于指明产品和服务的品牌和唯一性表述的排他性权力的保护过程
3.7.3 Protect trade secrets 保护贸易秘密
The process of ensuring exclusive use of formulas, diagrams, quality control procedures, customer lists, manufacturing technology, experimental data and other trade secrets that determine success over competitors.
保证排他性地使用配方、图表、质量控制程序、顾客列表、制造技术、实验数据以及其他确定超越竞争对手的贸易秘密
4.0 MARKET AND SELL 市场与销售
The process of developing strategies and procedures to position products and services in the marketplace and achieve high levels of market share.
制定战略和程序的过程，以便在市场上给产品和服务定位并且获得高的市场份额
4.1 Develop sales and marketing strategies 制定销售和营销策略
The process of translating marketplace changes into business opportunities and programs to take advantage of them.
把市场变化转化为业务计划，并规划利用这些变化的过程
4.1.1 Identify market segments 识别细分市场
The process of dividing business and consumer markets into highly distinct groups based on the common traits to position products, brands, and services to meet specific needs and respond to unique behaviors.
根据特性特点，将业务和消费者市场分为界限清晰明了的区块的过程，定位产品、商标和服务，满足特点需求和对单一行为做出反应
4.1.2 Select channels of distribution 选择分销渠道
The process of identifying the most effective means of delivering products and services to ensure they reach customers in a timely and convenient way.
最有效的交付产品和服务方法的识别过程，保证及时便捷的方式运抵消费者。
4.1.3 Develop pricing strategy 制定价格策略
The process of determining the value perceptions, market position, and quality of products and services to set proper price points.
价值感觉，市场定位，和产品服务质量的确定过程，以便确定合适的价格
4.1.4 Develop advertising and promotion strategies 制定广告促销策略
The process of reaching target audiences with focused messages about the benefits of products and services to encourage purchasing behavior.
将表明产品和服务益处的专题信息送达目标听众的过程，已鼓励购买行为
4.1.5 Develop sales forecast 制定销售预测
The process of projecting future demand and sales based on historical data and changing market conditions.
基于历史数据和变化的市场条件，规划未来需求和销售的过程
4.1.6 Establish presence in emerging markets 新兴市场入市
The process of identifying opportunity and expanding into new markets with strong sales potential to increase global market share.
识别机会并拓展具有潜在的巨大销售额的市场的过程，以增加全球市场份额
4.2 Sell products and services 产品和服务销售
The process of capturing market share to ensure long-standing viability. 获得市场份额的过程，以保证长期生存
4.2.1 Sell to customers through a field sales force 通过区域销售团队销售给顾客
The process of developing a well-trained and well-equipped sales force to meet with customers and prospects and generate sales by giving more personal attention to customers' needs and wants.
开发训练有素的和装备精良的销售团队的过程，以面对顾客和未来，并通过关注于顾客需求和需要来进行销售
4.2.2 Sell to customers through retail operations 通过销售终端销售给顾客
The process of establishing a strong presence in stores and other retail establishments that offer an environment for promoting brands in a manner that will stimulate customer purchasing behavior.
建立商店展示窗和其他零售设施的过程，这将提供一个宣传品牌，激发消费者购买行为的环境。
4.2.3 Sell to customers through the Internet 通过网络销售给顾客
The process of establishing a web-enabled distribution channel for selling and promoting products and services.
建立网络分销渠道的过程，销售和宣传产品和服务
4.2.4 Sell to customers through direct marketing 通过直销销售给顾客
The process of targeting customers with print information about products and services as well as a means for placing orders from the convenience of their homes or businesses.
用产品和服务以及订单的印刷品上门给顾客。
4.2.5 Manage wholesalers, retailers, and distributors 管理批发商、零售商和分销商
The process of establishing a supply chain of sellers for products and services in order to reach wide-ranging markets through multiple channels of distribution.
产品和服务销售供应链的建立过程，通过多渠道方式触及范围更加广的市场
4.3 Manage customer orders 管理顾客订单
The process of meeting customers' needs and expectations throughout all stages of the order fulfillment process.
通过全方位满足订单的过程来满足顾客需求和期望的过程
4.4 Manage customer relations 管理顾客关系
The process of managing overall operations more effectively around customer behaviors to build long-term relationships that will optimize profitability and revenue.
在顾客行为环境下，更有效地管理整个操作的过程，以建立长期关系优化收益和收入。
5.0 PRODUCE AND DELIVER PRODUCTS AND SERVICES 产品和服务的生产和发运
The process of managing the production process, from resource and project management, to inventory and warehousing, to delivery and service support.
从原材料和项目管理到仓储入库，再到发运产品和提供服务的生产过程的管理过程
5.1 Plan for and acquire necessary resources 获得必要的资源
The process of acquiring and deploying the capacity and materials needed to produce products and scheduling. 获得并配置所需的能力和原材料的过程，以生产产品和安排好时间
5.1.1 Select and manage suppliers 选择和管理供应商
The process of locating vendors with goods and services of the appropriate quality and price, managing the vendor relationship for long-term improvement, and optimizing the entire supplier network.
适宜质量和价格的货物和服务定位卖方，针对长期改进管理卖方，优化整个供应商网络。
5.1.2 Purchase capital goods 采购资产
The process of acquiring buildings, equipment, machinery, and other manufactured items used in producing a company's products.
用于生产公司产品的房屋、设备、机械和其他产成品的获得过程
5.1.3 Purchase materials and supplies 采购原材料和供应
The process of developing procedures and activities to acquire goods and services for the company of optimum quality, in the correct quantity, in a timely manner, and at the lowest total cost.
制定程序和活动的过程，以最优的质量，正确的数量和最低的总成本，及时获得用于公司的货物和服务
5.1.4 Manage service contracts 管理服务合同
The process of overseeing vendor performance and quality to fulfill the contractual duties and obligations of buyer and vendor.
监视卖家业绩和质量的过程，以完成买卖双方的合同义务和责任
5.2 Convert resources or inputs into products 将资源或输入转化为产品
The process of mining, managing, and leveraging the expertise of employees and advanced technology to achieve the highest possible levels of efficiency and productivity.
挖掘，管理和调动员工和先进技术的潜力的过程，以达到尽可能高的效率和生产率。
5.2.1 Develop product process 开发产品过程
The process of designing a blueprint for product development that includes individual and departmental responsibilities.
设计产品开发计划的过程，该计划包括个人和部门的职责
5.2.2 Schedule production 排产
The process of determining the sequence of activities for a smooth flow of product through the manufacturing process while balancing resources, eliminating bottlenecks, and keeping pace with customer demand.
决定活动顺序的过程，平衡资源，消除瓶颈并与顾客需求同步的方式，平稳完成生产过程。
5.2.3 Move materials and resources 原材料和资源的调度
The process of executing an efficient material flow from raw materials through the production line to finished product to ensure the right goods are in the right location at the right time.
从原材料通过生产线到制成品的有效的原材料流动实施过程，以保证在正确的时间，正确的地点把物品放到正确的地点。
5.2.4 Make and package product 制造和包装产品
The process of utilizing raw materials, subassemblies, parts, and services to create a company's products and package them for distribution to customers.
利用原材料，零部件，零件和服务的过程，以制造出公司的产品并为分送到顾客手上而进行打包
5.3 Transport and deliver products 运输和发运产品
The process of moving raw materials, parts, subassemblies, and resalable products into the company, moving finished goods out to customers on time and in good condition, and installing goods at the customers' location.
该过程包括把原材料，零件，零部件和可再卖的产品运到公司，并且及时地完好无损地把制成品运到顾客并就地安装
5.3.1 Arrange product shipment 安排产品发运
The process of developing strategic plans for dispatching products on time and through the most cost-effective means of transportation and delivery.
针对选择最有成本效益的运输和发运方式，及时发运产品而制定策略的过程
5.3.2 Deliver and install products for customers 为顾客发运和安装产品
The process of bringing products to customers, ensuring problem-free installation according to customer and product requirements, and providing any necessary orientation to safe and effective use of products.
将产品带到顾客手里的过程，根据顾客和产品的要求保证无误安装，提供任何安全和有效的使用产品所需的说明
5.3.3 Identify and meet customer service requirements 识别并满足顾客服务要求
The process of ensuring systems and support are in place to address and resolve any problems customers encounter with products after the point-of-purchase.
该过程保证解决售后顾客遇到任何问题的支持系统
5.4 Manage production and delivery process 管理生产和发运过程
The process of optimizing the movement of goods through the assembly line to the customer by promoting efficiency, reducing waste, executing speedy and accurate delivery, and managing the supply chain.
该过程通过提升效率、降低浪费、实施迅速而准确的发运和管理供应链的方式，来优化从生产线到顾客手中的产品发运。
5.4.1 Warehouse or store products 储存产品
The process of receiving manufactured products and storing, packaging, and loading them onto a vehicle for delivery in a manner that meets customer expectations and at the lowest possible cost.
该过程接收制成品，储存，打包，并以满足顾客期望的方式和尽可能低的成本，将其装在运输工具上。
5.4.2 Manage inventories 库存管理
The process of optimizing inventory at all stages of manufacturing and selling while maintaining a cost-effective volume of production and a desirable delivery level to customers.
该过程以维持一个合理的生产量和顾客期望的发运数量的方式，来优化生产和销售所有各个阶段的库存
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5.4.3 Manage delivery process 发运过程管理
The process of creating and implementing efficient, accurate, and cost-effective delivery of goods to customers.
该过程制定并且实施有效的，准确的和具有成本效益的产品发运
5.4.4 Assure product quality 产品质量保证
The process of ensuring goods and services conform to customer requirements and are fit for customer use.
产品和服务满足顾客要求并且适于顾客使用的保证过程
5.4.5 Schedule and perform maintenance 安排时间并实施维护
The process of monitoring the performance of equipment, machines, and tools; determining optimum maintenance intervals; and acquiring services, replacement parts, and supplies necessary for maintenance.
该过程监视设备、机器和工装的性能；决定最佳的维护时间；获得服务，更换零件以及维护所需的供应
5.4.6 Monitor environmental, health, and safety performance 监视环境、健康和安全指标
The process of recording, measuring, and reporting the effect of company operations on employee health and safety and the environment.
该过程记录，测量和报告公司在员工健康和安全方面以及环境方面的执行效果
6.0 PRODUCE AND DELIVER FOR SERVICE ORIENTED ORGANIZATIONS 以服务为主组织的生产和交付
The process of managing the service delivery process, from resource and project management, to employee support and customer relations, to delivery and quality assurance.
该过程管理服务的交付过程，从资源和项目管理到员工支持和顾客关系，到交付和质量保证
6.1 Plan for and acquire necessary resources 策划并获得所需资源
The process of acquiring and deploying the capacity and resources needed to deliver services.
用于服务交付所需的能力和资源的获取并配置过程
6.1.1 Select and manage suppliers 选择并管理供应商
The process of locating vendors with goods and services of the appropriate quality and price, managing the vendor relationship for long-term improvement, and optimizing the entire supplier network.
该过程利用适当的质量和价格的产品和服务选择区域终端店，以长期改进为目的管理终端店的关系，优化整个供应商网络
6.1.2 Purchase materials and supplies 购买原材料和供应品
The process of developing procedures and activities to acquire goods and services for the company of optimum quality, in the correct quantity, in a timely manner, and at the lowest total cost.
该过程制定获得产品和服务程序和活动，以正确的数量和最低的总成本及时获得最优质量的产品和服务
6.1.3 Manage service contracts 管理服务合同
The process of overseeing vendor performance and quality to fulfill the contractual duties and obligations of buyer and vendor.
该过程监视终端店完成合同责任和义务的工作质量
6.2 Develop human resources skills 开发人力资源技能
The process of developing skills and competencies for effective workforce management, including recruitment, hiring, compensation, administration of benefits, and training of employees.
该过程开发有效的劳动力管理技能和能力，包括招聘、雇佣、补偿、待遇管理和员工培训
6.2.1 Define skill requirements 定义技能要求 The process of determining workforce requirements to maintain operational efficiency as well as to keep pace with marketplace changes and competitive challenges. 确定了大量要求的过程，不仅要保持工作效率，而且要与市场变化和竞争的挑战相适应 6.2.2 Identify and implement training 识别和实施培训 The process of identifying and creating learning opportunities that will advance employee's skills and competencies as well as job satisfaction. 该过程识别并创造促进员工技能和能力以及工作满意度的学习机会 6.2.3 Monitor and manage skill development 监视和管理技能发展 The process of managing the skills and knowledge critical to achieving strategic goals and determining whether they exist in the workforce or if additional training and development or hiring is necessary. 管理关键技能和知识的过程，以实现战略目标和确定现有劳动力中是否具有这样的技能和知识，或者确定是否需要额外的培训与发展或招募新员工 6.3 Deliver service to the customer 向顾客交付服务 The process of delivering services to the customer, including confirming service requirements for individual customers, identifying and scheduling resources to meet service orders, and managing daily service schedules. 向顾客交付服务的过程，包括确认针对单一顾客的服务要求，识别和安排资源以满足服务要求，并且管理日常服务 6.3.1 Confirm specific service requirements for individual customer 确认针对单一顾客的特定服务要求 The process of soliciting customer input throughout all stages of the service life cycle to ensure ongoing satisfaction as well as to identify ideas for new or improved service delivery and options. 6.3.2 Identify and schedule resources to meet service requirements 识别和安排资源以满足服务要求 The process of targeting, acquiring, procuring, and deploying the capacity and materials needed to provide a company's services.
该过程选择、获取、取得和利用提供服务所需的能力和原材料
6.4 Ensure quality of service 确保服务质量
The process of ensuring services conform to customer requirements and are designed to meet customer needs and expectations.
该过程确保服务符合顾客要求，并被设计用来满足顾客需求和期望
7.0 INVOICE AND SERVICE CUSTOMERS 给顾客开发票和顾客服务
The process of billing customers for goods and services rendered and providing after-sales support and problem resolution to retain customers and build loyalty.
该过程给顾客开具所提供产品和服务的发票，提供售后服务支持和问题解决方案，以保留顾客并建立顾客忠诚
7.1 Bill the customer 给顾客开发票
The process of invoicing customers for products and services.
7.1.1 Develop, deliver and maintain customer billing 制定、发出和保持顾客发票
The process of operating billing processes and systems to expedite collection of revenue and provide customer service.
进行开票过程和系统的过程，以加快回收收入并向顾客提供服务
7.1.2 Respond to billing inquiries. 回复发票方面的询问
The process of responding to customers with concerns about bills and resolving them to the customer's satisfaction.
该过程对顾客关于发票做出反应，并解决他们的问题达到顾客满意
7.2 Provide customer service 提供顾客服务
The process of providing customers with wide-ranging support in relation to goods and services to build satisfaction and loyalty as well as maintain competitive advantage.
该过程提供给顾客关于产品和服务的广泛支持，使其满意，产生忠诚，并保持竞争优势。
7.2.1 Provide post sales service 提供售后服务
The process of ensuring customer satisfaction after the point-of-purchase by solving problems, responding to inquiries, and maintaining ongoing communication about activities and product offerings.
该过程通过售后解决问题、答复询问、保持活动和产品提供的沟通来确保顾客满意
7.2.2 Handle warranties and claims 处理保证和投诉
The process of repairing or replacing defective parts or improving unsatisfactory service levels that are covered by warranties or guarantees.
该过程修理或更换缺陷件，或者改进担保或保证条款内容下班令人满意的服务水准
7.3 Respond to customer inquiries 答复顾客询问
The process of receiving, processing, and responding to customer inquiries quickly and efficiently.
该过程迅速有效地接收、处理和答复顾客的询问
7.3.1 Respond to information requests 答复信息询问
The process of providing customers with materials and information in response to inquiries about goods and services or general business operations.
该过程向顾客提供资料和信息，以回应顾客关于产品和服务或一般性经营业务方面的询问
7.3.2 Manage customer complaints 管理顾客抱怨
The process of ensuring customer problems are identified and resolved immediately and courteously to stem customer defection and maintain high integrity of products, services, and reputation.
该过程确保迅速而周到地识别和解决顾客的问题，以阻止顾客流失并保持产品、服务和声誉的高度统一。
8.0 DEVELOP AND MANAGE HUMAN RESOURCES 开发和管理人力资源
The process of planning and monitoring issues pertaining to the workforce, including recruitment, hiring, compensation, administration of benefits, and training of employees.
该过程策划并监视有劳动力有关的问题，包括招聘、雇用、补偿、福利实施和员工培训。
8.1 Create and manage human resource strategy 制定和管理人力资源政策
The process of creating a detailed plan for amassing a workforce that will carry out strategic activities to achieve business objectives.
该过程制定详尽的人才储备计划，以从事战略活动实现经营目标
8.2 Identify performance competencies 识别业绩能力
The process of identifying the skills and knowledge critical to achieving strategic goals and determining whether they exist in the workforce or if additional training and development or hiring are necessary.
识别关键技能和知识的过程，以实现战略目标和确定现有劳动力中是否具有这样的技能和知识，或者确定是否需要额外的培训与发展或招募新员工
8.2.1 Develop leadership competencies 开发领导能力
The process of creating strong and effective leaders by identifying and nurturing employees with the potential to manage present and future business operations.
该过程通过识别和培养具有潜质的员工，创建强有力且有效的领导者来管理经营业务的今天和未来
8.2.2 Expand finance competencies 拓展财务能力
The process of developing finance aptitudes to ensure employees have the knowledge, skills, and behaviors necessary to carry out their finance-related responsibilities and protect company resources.
开发财务才能的过程，以确保员工具有执行财务相关职责和保护公司资源所需的知识、技能和行为
8.3 Manage deployment of personnel 人员部署管理
The process of monitoring the workforce to ensure employees are assigned responsibilities in a way that supports strategic goals.
监视劳动力的过程，确保员工的职责以支持战略目标的方式得到了分配
8.3.1 Plan and forecast workforce requirements 策划和预测劳动力要求
The process of determining future workforce requirements to maintain operational efficiency as well as to keep pace with marketplace changes and competitive challenges.
确定未来劳动力要求的过程，以保持经营效率并且与市场变化和竞争挑战相匹配
8.3.2 Recruit, select, and hire employees 招聘、甄别和雇用员工
The process of finding employees with the skills and competencies that match operational and business demands.
该过程发现具有与经营业务需求相匹配的技能和能力
8.3.3 Develop succession and career plans 制定梯次和职业生涯规划
The process of preparing employees for future leadership roles to ensure the smooth transition of responsibilities and the continuity of the business in the event key positions are vacated.
该过程为将来的领导储备员工，以确保在关键位置出现空缺时，职责的平稳转移和业务的连续性
8.3.4 Manage international assignments 管理国际任命
The process of developing policies and procedures to oversee and assist employees who are working in company operations outside their native countries.
该过程制定政策和程序，以监督和帮助在国外工作的员工
8.3.5 Create and deploy teams 创建并部署小组
The process of identifying groups of employees with diverse skills and competencies to share responsibility for projects and activities to achieve quality and efficiency goals.
该过程失败具有不同技能和能力员工的群体，以分享项目和活动的职责，从而实现质量和效率目标
8.4 Develop and train employees 开发和培训员工
The process of identifying and creating learning opportunities that will advance employee's skills and competencies as well as job satisfaction.
该过程识别和创造将提升员工技能和能力以及工作满意度的学习机会
8.5 Motivate and retain employees 激励和留住员工
The process of stimulating employee enthusiasm for work and dedication to excellence.
该过程激励员工的工作和追求卓越的热情
8.5.1 Manage compensation 管理福利待遇
The process of creating an equitable and competitive salary and benefits plan that will attract, motivate, and retain skilled workers.
该过程创造公平竞争的薪资和福利待遇计划，该计划将吸引、触动和留住具有技能的员工
8.5.2 Manage employee performance, reward, and recognition 管理员工业绩、奖励和褒奖
The process of communicating with employees about job performance and acknowledging achievements to reinforce positive behaviors and encourage continuing high levels of performance.
该过程向员工通报其工作业绩情况并感谢他们取得的成就，以增强积极行为并鼓励继续保持高水平的业绩
8.5.3 Ensure employee involvement 确保员工参与
The process of engaging employees at all levels more fully in the business by empowering them to assume certain responsibilities and contribute to operational and product improvements.
该过程确保所有层次的员工更加全面地参与经营活动，对其进行授权赋予一定的职责，确保其为经营和生产改进做出贡献。
8.5.4 Manage and administer benefits 管理和控制效益
The process of overseeing and directing cost-effective benefits that meet employee needs, reward service, and support corporate strategies.
该过程监视和指引成本效益，以满足员工需求，
8.5.5 Develop work-life programs 制定工作—家庭计划
The process of enabling employees to balance career and family obligations while still achieving the company's desired business goals.
该过程使员工能够平衡职业和家庭义务，旨在实现公司期望的业务目标。
8.5.6 Manage workforce diversity 协调员工的多样性
The process of achieving and supporting a workforce representative of wide-ranging demographics within the local population such as race, age, gender, sexual orientation, and abilities.
该过程实现并支持区域广泛的员工多样性，如种族、年龄、性别、性取向和能力。
8.6 Manage labor-management relationships 协调劳资关系
The process of maintaining positive relations with union employees by forging and complying with contractual agreements that protect the interests of both the unions and the company.
该过程与工会保持积极关系，并遵守保护劳资双方的合同协议。
8.7 Manage changes in employment status
The process of ensuring obligations and legal requirements are met when employees depart, change work hours, assume new positions, or otherwise change their relationship with the company.
该过程确保员工离职、改变工作时间、指派新岗位或其它其与公司改变关系的行为满足义务和法定要求。
9.0 MANAGE INFORMATION RESOURCES AND TECHNOLOGY 管理信息资源和技术 The process of ensuring timely and affordable access to state-of-the art information tools and technology. 该过程确保及时获取即时信息工具和技术。
9.1 Manage information resources 管理信息资源
The process of acknowledging, protecting, and developing the financial value of intellectual assets and using them to create added value for customers.
——认知，保护和开发具有财务价值的知识资产，并为顾客增值。
9.1.1 Manage records and documents 管理记录和文件
The process of creating and maintaining documents from inception through permanent retention or destruction.
该过程编制并保持包括制定到永久保留或销毁阶段的文件。
9.1.2 Leverage data and information 处理数据和信息
The process of gathering, analyzing, and transforming stakeholder data into action-producing knowledge that will support strategic decision making.
该过程收集、分析并传送相关方数据至支持战略决策的生产知识（库）。
9.1.3 Leverage organizational knowledge 处理组织知识
The process of using the company's intellectual capital to strengthen competitive standing throughout all processes and relationships.
该过程使用公司知产增强全部过程和关系的竞争地位
9.2 Manage information technology 管理信息技术
The process of using electronic communication tools to achieve the organization's business goals.
该过程使用电子通讯工具实现组织义务目标
9.2.1 Develop frameworks to align business and technology 制定业务与技术联合框架
The process of determining how IT can assist with implementing the organization's business strategy by delivering technology improvements relating to revenue growth, profitability, and cost effectiveness.
该过程确定IT如何可以通过提供收入增长、获利能力和成本效益相关的技术改进来帮助实施组织战略。
9.2.2 Acquire, develop, deploy, and support technology solutions 获取、制定、部署和支持技术解决方案
The process of selecting and implementing software to support all functional areas.
该过程选择并实施支持所有区域的软件。
9.2.3 Support users 支持用户
The process of providing employees with ongoing training as well as support services to maximize their use of technology.
该过程为员工提供连续的培训和支持性服务，使其充分利用（软件）技术。
9.2.4 Manage technical environment 管理技术环境
The process of ensuring technology has the functionality and operational efficiency to connect and respond to key stakeholders.
该过程确保技术在联系和回馈相关方方面起作用并操作有效果。
9.2.5 Manage security 管理安全
The process of safeguarding technology to prevent internal malfunctions and penetration and abuse by unauthorized parties.
该过程保护技术防止内部失效以及非法用户侵入或滥用。
9.2.6 Ensure continuity of systems 确保系统连续性
The process of ensuring uninterrupted access to technology that supports critical business processes and stakeholder needs.
该过程确保不间断地进入支持关键业务过程和相关方需求的技术。
10.0 MANAGE FINANCIAL AND PHYSICAL RESOURCES 管理财务和货物资源 The process of protecting resources and systems fundamental to the viability of the business.
该过程保护用于不同业务的资源和基础系统
10.1 Manage financial resources 管理财务资源
The process of establishing policies and procedures to control spending, predict cash flow and profit, maximize funding resources and minimize exposure to financial risks.
该过程建立方针和程序以控制花销、预测现金流和利润，使资金资源最大化，财务风险最小化。
10.1.1 Develop budgets 制定预算
The process of systematically allocating financial, physical, and human resources to achieve strategic goals.
该过程系统分配财务、物资和人力资源以实现战略目标
10.1.2 Manage capital planning 管理资金策划
The process of developing an investment strategy to increase shareholder value, fuel growth, and create a sustainable competitive advantage.
该过程制定投资战略以增加股东价值、拉动增长，并创造持久的竞争优势。
10.1.3 Design capital structure 设计资金结构
The process of determining the optimum mix of debt and equity funding to sustain operations and fuel growth.
该过程确定债务与股金的最优组合以支持经营和拉动增长
10.1.4 Manage cash flow 管理现金流
The process of mobilizing funds, collecting payments, controlling disbursements, covering shortfalls, forecasting cash needs, investing idle funds, and compensating the banks that support these actions.
该过程调动资金、收款、控制支出、平衡不足、预测现金需求、投资剩余资金并补偿支持上述业务的银行。
10.1.5 Manage financial risk 管理财务风险
The process of applying strategies and approaches to minimize exposure to financial risks
该过程应用战略和方法以使财务风险最小化
10.2 Process finance and accounting transactions 办理财务和会计交易
The process of maintaining and analyzing accurate financial data to support strategic decision making.
该过程保持和分析准确的财务数据以支持战略决策的制定
10.2.1 Process accounts payable 办理应付账款
The process of paying bills on time and to optimize cash flow.
该过程按时支持账单使现金流最优
10.2.2 Process payroll 办理工资支付
The process of paying employee salaries and compensation in accordance with company policies and government regulations.
该过程依据公司政策和政府规定支付员工工资和报酬。
10.2.3 Process accounts receivable, credit, and collections 办理应收账款，信贷和催收
The process of collecting payment from customers for products delivered or services rendered.
该过程从顾客那里回收针对交付的产品或提供的服务的款项。
10.2.4 Close the books结帐
The process of reconciling, consolidating, and reporting financial information on a periodic basis.
平账、账户合并以及报告财务阶段信息的过程
10.2.5 Manage travel expenses 管理旅行费用
The process of controlling business costs related to travel.
该过程控制业务旅行相关的成本
10.2.6 Implement a transfer pricing policy 实施转移定价政策
The process of arranging prices within an organization, or between organizations belonging to the same corporate group, to minimize business costs between different jurisdictions.
在组织内或同一集团下两个组织之间定价的过程，以使不同管辖区的经营成本最小
10.3 Report information 报告信息
The process of conveying relevant historical and forward-looking company data to key stakeholders.
该过程将相关的历史和前瞻性数据报告给关键相关方
10.3.1 Provide external financial information 提供外部财务信息
The process of reporting past and expected financial performance to key stakeholders in accordance with accounting principles and regulatory guidelines.
该过程报告依据会计原则和法规要求向关键相关方报告过去的和期望的财务绩效。
10.3.2 Provide internal financial information 提供内部财务信息
The process of reporting specific financial metrics internally to support operational and strategic decision making.
该过程报告内部特定的财务数据，以支持经营和战略决策
10.4 Conduct internal audits 进行内审
The process of examining and critiquing internal controls, operations, and corporate governance by an independent third-party to uncover inefficiencies and risk as well as improvement opportunities.
该过程提供独立的第三方检查并评判内部控制、经营和组织管理，以发现无效、风险以及改进机会
10.5 Manage the tax function 管理税务职能
The process of strategically managing tax rates by identifying the tax implications of all business decisions at the time those decisions are made to lower the company's tax burden while still complying with legal and regulatory requirements.
该过程通过在进行合理避税时识别经营决策的税务问题，策略地管理税率
10.5.1 Manage tax compliance 管理缴税
The process of ensuring tax obligations and deadlines are met.
该过程确保满足税款并在截至期限前缴付
10.5.2 Manage tax controversies 管理税务争端
The process of developing internal and external strategies to manage government tax audits and other regulatory tax issues.
该过程制定内外部战略，以管理政府税务审核和法规要求的其它税务问题
10.6 Manage physical resources 管理实物资源
The process of developing a system of policies and procedures to procure, operate, maintain, and protect a company's tangible assets.
方针和程序的制定过程，以获得、运行、保持和保护公司有形资产
10.6.1 Manage fleet assets 管理设备资产
The process of deploying, maintaining, protecting, tracking, and disposing of transportation vehicles and mechanized equipment.
该过程部署、保护、追踪并处置运输车辆和机械
10.6.2 Manage fixed assets 管理固定资产
The process of maximizing financial return on investments in long-lived, tangible assets such as plant, property, and equipment.
该过程使投资于长久的有形资产，如工厂、地产和设备的财务回报最大化
10.6.3 Manage facilities 管理设施
The process of maintaining and protecting real estate, plants and offices, and furnishings to preserve or enhance their value.
该过程保持和保护房地产、工厂和办公室，以及装修，以保护或增加其价值。
10.6.4 Manage physical risk 管理有形风险
The process of protecting properties, assets, and people as well as recouping costs and minimizing liability in the event of damage or loss.
该过程保护资产、财产、员工以及在损坏或丢失时收回成本并将责任降到最低。
10.7 Manage integrity risk 管理诚实风险
The process of ensuring financial information provided to internal and external stakeholders is both accurate and reliable.
该过程确保提供给内外部相关方的财务信息即准确又可靠。
10.8 Manage business continuity 管理经营的连续性
The process of minimizing disruptions to business operations in the event of natural or man-made disasters that threaten facilities, systems, and people.
该过程在危害设备、体系和员工的天灾人祸发生时使经营活动尽量减少中断
11.0 MANAGE ENVIRONMENTAL, HEALTH, and SAFETY ISSUES 管理环境、健康和安全因素
The process of fostering top-down, proactive EHS awareness and management to improve performance and achieve goodwill among key stakeholders.
培育主动的EHS意识和管理的过程，以改进绩效并实现关键相关方的福祉。
11.1 Determine environmental, health, and safety impact 确定环境、健康和安全影响
The process of analyzing the ongoing EHS impact of products or process on key stakeholders and the environment.
该过程分析对产品或过程连续不断的对相关方和环境的EHS影响
11.1.1 Monitor emissions and waste 监视排放和废物
The process of measuring and scrutinizing levels of byproducts and waste created by all manufacturing and other operational procedures.
该过程确保和解读所有生产和其它经营程序产生的副产品和垃圾
11.1.2 Conduct health and safety audit 进行健康和安全审核
The process of examining the work environment regularly to identify and address issues that affect health and safety.
定期检查工作环境的过程，以识别和指出影响健康和安全的因素
11.1.3 Identify regulatory and stakeholder requirements 识别法规和相关方的要求
The process of recognizing, meeting, and exceeding health and safety laws and regulations as well as the demands of key stakeholders.
该过程认识、满足和超越健康和安全法律法规，以及关键相关方的需要。
11.1.4 Assess future risks and opportunities 评价未来风险和机会
The process of monitoring internal and external environments to identify potential health and safety risks as well as possibilities for performance improvement.
监视内外部环境的过程，以识别潜在的健康和安全风险，以及绩效改进的可能性
11.2 Develop and execute environmental, health, and safety program 制定和实施环境、健康和安全项目
The process of implementing comprehensive EHS strategies that involve the entire organization as well as customers and suppliers.
该过程实施全面的设计整个组织以及顾客和供方的EHS战略。
11.2.1 Formulate EHS policy and strategy 形成EHS方针和战略
The process of incorporating EHS guidelines and principles into high-level strategies.
该过程将EHS指南和原则整合于高层战略之中
11.2.2 Implement EHS procedures 实施EHS程序
The process of articulating EHS guidelines in a clear, effective manner to ensure consistent application and adherence.
该过程用清晰有形的方法表达EHS指南，以确保一致的应用和坚持
11.2.3 Manage EHS costs and benefits 管理EHS成本和效益
The process of employing cost-effective EHS processes to optimize productivity and performance gains.
该过程采用成本效益EHS过程，以优化生产率和绩效收益。
11.2.4 Measure and report EHS performance 测量和报告EHS绩效
The process of capturing and disseminating EHS performance results in a prompt, straightforward, and effective manner.
该过程以快捷、直接和有效的方式获取和传播EHS绩效结果。
11.3 Communicate EHS issues to stakeholders 向相关方传达EHS问题
The process of establishing and maintaining an effective dialogue for EHS issues with key stakeholders.
该过程就EHS方面建立并保持一个有效的与关键相关方的对话机制
11.3.1 Ensure EHS regulatory compliance 确保EHS法规符合性
The process of ensuring EHS performance exceeds regulatory guidelines and transcends geographic boundaries.
该过程确保EHS绩效超越法规要求并超越地理限制。
11.3.2 Develop EHS dialogue with community 与社区建立EHS对话机制
The process of establishing and maintaining relationships with area residents, public interest groups, and local officials to address EHS issues.
该过程建立并保持就EHS方面与社区居民、公共利益团体以及地方官员的公共关系
11.3.3 Provide employees with EHS training and support 为员工提供EHS培训和支持
The process of allocating significant resources to train employees on EHS initiatives and individual responsibilities.
分配重要资源的过程，以培训员工的EHS意识和个人责任感。
12.0 MANAGE EXTERNAL RELATIONSHIPS 管理外部关系
The process of ensuring the support and loyalty of key stakeholders through effective relationship management.
该过程通过有效的关系管理确保关键相关方的支持和忠诚。
12.1 Communicate with shareholders 与股东的沟通
The process of providing the investment community with thorough, accurate, and timely information on business activities and finances.
该过程向投资群体提供全面的、准确的和及时的经营活动和财务信息。
12.2 Manage government relations 管理政府关系
The process of building strategic partnerships to exert influence into the legislative, regulatory, and political environments.
该过程建立战略伙伴关系，以对法律法规和政治环境施加影响。
12.3 Build lender relationships 建立贷方关系
The process of building strong relationships with banks and other financial institutions to ensure access to low-cost financing when needed.
该过程与银行和其他财务机构建立扎实的关系，以确保需要时获得低成本的融资。
12.4 Develop public relations program 开发公共关系计划
The process of using publicity, special events, public service, and other brand-enhancing communications to create a positive public image that will protect and enhance the company’s reputation.
该过程使用宣传、特殊事件、公共服务和其他品牌提升沟通方式，以创造积极的保护和增强公司声誉的公共形象
12.5 Manage relations with board of directors 管理与董事会的关系
The process of ensuring senior management and board members maintain open and dynamic communication to guarantee knowledgeable and vigilant oversight of activities.
该过程确保高级管理层和董事保持公开的和高效的沟通机制，以保证对公司活动进行有见地的和警醒的监督。
12.6 Develop community relations 开发社区关系
The process of becoming a good neighbor by participating in civic activities, communicating openly about strategic plans, and managing business operations in a manner that contributes to the well being of the local community.
该过程通过参与社会活动、公开宣传战略计划并以为当地社区福祉做贡献的方式管理经营运行，使公司成为一个好邻居。
12.7 Manage legal and ethical issues 管理法律和道德问题
The process of managing legal and ethical issues through leadership example, sound policies, strong internal communication, and deep knowledge of business laws and regulations to build a reputation for integrity, trust, and good corporate citizenship.
该过程通过领导示范、良好的政策、强有力的内部沟通以及深入了解经营法律法规来管理法律和道德问题，以建立诚实、信任和良好法人的声誉。
12.8 Communicate corporate performance to stakeholders 向相关方宣传公司绩效
The process of ensuring high levels of transparency in corporate reporting to meet the information needs of key stakeholders and be seen as ethically responsible.
该过程确保公司报告的高度透明性，以满足关键相关方对信息的需求，并使公司被视为有道德责任。
12.9 Manage compliance 管理合规性
The process of ensuring government rules and regulations are followed in a timely and responsible manner.
该过程确保以及时的和负责任的态度遵守政府的法令和规则
13.0 MANAGE IMPROVEMENT AND CHANGE 管理改进和变更
The process of ensuring that necessary changes in the work environment and business processes are well-understood and supported by solid transition plans.
该过程确保工作环境和经营过程中必要的变更得到了很好的理解并得到强有力的过渡计划的支持。
13.1 Measure organizational performance 测量组织绩效
The process of implementing measurement systems to engineer genuine and lasting change in the workplace.
实施测量系统的过程，以策划工作场所真正和持久的变更。
13.1.1 Create measurement systems 创建测量系统
The process of determining which key objectives, outcome measures, and activity measures will best measure performance success or failure.
该过程确定哪些关键目标，输出测量和活动测量是最佳的测量绩效成功或失效。
13.1.2 Measure product and service quality 测量产品和服务质量
The process of monitoring the quality of products and services to identify problems and improvement needs.
监视产品和服务质量的过程，以发现问题和改进需求。
13.1.3 Measure costs 测量成本
The process of monitoring the cost of products and services to identify greater cost efficiencies without affecting quality.
监视产品和服务成本的过程，以发现在不影响质量的前提下的更大的成本效益。
13.1.4 Measure productivity 测量生产率
The process of monitoring time-on-task and output to identify problems and improvement needs.
该过程监视完成任务所用的时间和输出，以发现问题和改进需求
13.2 Conduct quality assessments 进行质量评价
The process of assessing quality in the context of continuous quality improvement once a company defines its quality imperatives and develops specific goals for reaching them.
该过程在公司一旦制定质量要求并设定实现这些要求的目标时不断的质量改进中评价质量
13.2.1 Conduct quality assessments based on external criteria 基于外部准则评价质量
The process of assessing quality according to the demands and expectations of external stakeholders such as customers and shareholders.
该过程根据外部相关方如顾客和股东的需要和期望进行质量评价。
13.2.2 Conduct quality assessments based on internal criteria 基于内部准则评价质量
The process of assessing quality according to the demands of internal stakeholders such as employees and suppliers.
该过程根据内部相关方如员工和供方的需要进行质量评价。
13.3 Benchmark performance 标杆对比绩效
The process of comparing a company’s processes and performance in a specific area to that of others with a goal to improve operations by identifying best practices.
该过程通过识别最佳实践，将公司过程和在特定领域的绩效与其它公司进行对比，以改进经营
13.3.1 Develop benchmarking capabilities 开发标杆对比能力
The process of developing a system for ongoing benchmarking, both internal and external, that will produce ongoing insight into best practices and process improvement.
该过程制定一个用于连续内外部标杆对比的系统，该系统产生不断审查最佳实践和过程改进。
13.3.2 Conduct process benchmarking 进行过程标杆对比
The process of comparing a specific business process performance to that of others, either internal or external, to identify where improvement is needed and how to achieve it.
该过程将特定的经营过程绩效与其他（内部或外部的）过程绩效进行比较，以发现需要改进之处以及如何实现改进。
13.3.3 Conduct competitive benchmarking 进行标杆对比
The process of benchmarking a company's processes and performance in a specific area to that of main competitors to identify competitive strength and improvement needs.
该过程在特定区域将公司过程和绩效与主要竞争对手进行标杆对比，以发现竞争能力和改进需求。
13.4 Apply best practices 应用最佳实践
The process of identifying and adopting the optimum way to perform a business process in order to lower costs, reduce time-on-task, and increase quality.
该过程识别并采用最优的经营过程执行方法，以降低成本，减少所用的时间并提高质量。
13.4.1 Implement continuous process improvement 实施不断过程改进
The process of creating a workplace environment and systems dedicated to continuous process improvement by advocating efficiencies in cost, quality, and time.
该过程创造一个致力于不断过程改进的工作环境和体系，以促进提高成本、质量和时间上的效率。
13.4.2 Reengineer business processes and systems 经营过程和体系的工程再造
The process of changing how business processes and systems are managed in order to achieve greater efficiencies in cost, quality, and time.
该过程改变经营过程和体系管理方式，以实现在成本、质量和时间上的更大的效率。
13.5 Manage process performance 管理过程绩效
The process of managing and improving process performance by identifying and aligning key stakeholder needs and developing and sustaining a disciplined approach that defines the process and performance targets in clear terms.
该过程通过确定和调整的关键利益相关者的需要，制定和保持一个用清晰含义确定过程和绩效指标的原则方法来管理和改进过程绩效
This framework was co-developed in 1992 by Global Best Practices and the other founding members of the American Productivity and Quality Center's (APQC) International Benchmarking Clearinghouse. We have adapted the framework over the years to reflect changes in the business community.
该框架是由全球最佳实践和美国生产力和质量中心国际标杆对比情报交换所的其它成员合作开发的。我们多年采用这套框架以反映经营界的变化。 |
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