11 Enterprise Quality Management, Process & IT Planning & Architecture
11 Enterprise Quality Management, Process & IT Planning & Architecture
11.1 Process Management & Support
11.2 Enterprise Quality Management
11.3 Programme & Project Management
11.4 Enterprise Performance Assessment
11.5 Facilities Management & Support
11.6 IT Planning & Architecture
11.1.1 Process Creation
11.1.2 Modify-Update Process
11.1.3 Retire Process
11.1.4 Archive Process
11.1.5 Process Repository Access Management
11.1.6 Process Repository Management
11.2.1 Benchmark Definition Management
11.2.2 Process Automation Management
11.2.3 Trend Analysis Management
11.2.4 Problem Identification Management
11.2.5 Solution Implementation Management
11.3.1 Define Programme-Project Management Scopes
11.3.2 Identify Sponsors - Stake-holders Management
11.3.3 Governance Management
11.3.4 Alignment Management
11.3.5 Accountability Management
11.3.6 Integration Management
11.3.7 Finances Management
11.3.8 Resource Allocation Management
11.3.9 Planning Management
11.3.10 Assessment & Review Management
11.3.11 Handover Management
11.4.1 Benchmark Management
11.4.2 Assess Fulfillment Management
11.4.3 Assess Problem Management
11.4.4 Assess Billing Management
11.4.5 Assess Customer Satisfaction Management
11.4.6 Assess Employee Performance Management
11.4.7 Assess Process Efficiency Management
11.4.8 Assess Regulatory Compliance Management
11.4.9 Assess Selling Management
11.4.10 Assess Information Systems Effectiveness Management
11.5.1 Environmental Health & Safety Management
11.5.2 Mechanical Systems Management
11.5.3 Power Systems Management
11.5.4 Building Systems Management
11.5.5 Life & Safety Systems Management
11.5.6 Space Management
11.6.1 Confirm Business Requirements
11.6.2 Identify Application Direction
11.6.3 Identify Technical Infrastructure Direction
11.6.4 Identify IT Organisation Direction
11.6.5 Produce IT Strategic Investment & Value Roadmap
11.6.6 Obtain Stakeholder Agreement
11.1.1.1 Initial Process Creation
11.1.1.2 Review Process
11.1.1.3 Test Process
11.1.1.4 Process Acceptance & Sign-off
11.1.1.5 Store Process
11.1.1.6 Publish & Distribute Process
11.1.2.1 Update Request Notification
11.1.2.2 Update Progress Notification
11.1.2.3 Update Task Allocation
11.1.2.4 Update Review
11.1.2.5 Update Acceptance
11.1.2.6 Update Sign-Off
11.1.3.1 Process Retirement Notification
11.1.3.2 Assess Process Inter-dependencies
11.1.3.3 Agree Process Retirement
11.1.3.4 Update Process Documentation
11.1.3.5 Submit To Retired Process Repository
11.1.4.1 Archive Process Notification
11.1.4.2 Archive Non-Electronic Documents
11.1.4.3 Archive Confirmation
11.1.4.4 Archive Retention
11.1.4.5 Archive Planning Notification
11.1.4.6 Archive Implementation
11.1.4.7 Archive Update Management Process
11.1.5.1 Process Repository Access Request Management
11.1.5.2 Process Repository Access Monitoring Management
11.1.5.3 Process Repository Access Violations Management
11.1.6.1 Repository Hardware Selection Management
11.1.6.2 Repository Software Selection Management
11.1.6.3 Repository Location Selection Management
11.1.6.4 Repository Archive Management
11.1.6.5 Repository Validation Management
11.1.6.6 Repository Status Notification Management
11.2.1.1 Identify & Document Existing Services
11.2.1.2 Identify & Document Existing Service Level Agreements
11.2.1.3 Identify Service Shortfalls
11.2.1.4 Agree Business Level Drivers
11.2.1.5 Establish Critical Service Features
11.2.1.6 Identify Most Probable Scenarios
11.2.1.7 Establish Service Level Objectives
11.2.1.8 Create Utilisation Models
11.2.1.9 Identify 3rd Party Dependencies
11.2.1.10 Specify Appropriate Metrics
11.2.1.11 Determine Review Cycle
11.2.2.1 Identify & Document All Process Steps
11.2.2.2 Identify & Document All Process Step Costs
11.2.2.3 Quantify Business Costs
11.2.2.4 Identify Best-Fit Automation Solutions
11.2.2.5 Create & Submit Business Case
11.2.2.6 Monitor Process Efficiency Changes
11.2.2.7 Report Process Efficiency Changes
11.2.3.1 Define Information Collection Procedures
11.2.3.2 Define Information Storage Procedures
11.2.3.3 Identify Trend Analysis Procedures
11.2.3.4 Define Trend Reporting Procedures
11.2.3.5 Identify Trend Report Recipients
11.2.4.1 Determine Problem Identification Processes
11.2.4.2 Determine Problem Quantification Criteria
11.2.4.3 Determine Problem Identification Resource Requirements
11.2.4.4 Identify Problem Areas
11.2.4.5 Quantify Problem Areas
11.2.4.6 Define Problem Response Levels
11.2.4.7 Determine Problem Reporting Methodology
11.2.4.8 Identify Problem Report Recipients
11.2.5.1 Quantify Problems
11.2.5.2 Identify Available Solutions
11.2.5.3 Select Appropriate Solution
11.2.5.4 Deploy Appropriate Solution
11.2.5.5 Monitor Solution Effectiveness
11.2.5.6 Report Solution Effectiveness
11.3.1.1 Define Programme-Project Identities
11.3.1.2 Programme Scope Initiation
11.3.1.3 Programme Scope Planning
11.3.1.4 Programme Scope Definition
11.3.1.5 Programme Scope Verification
11.3.1.6 Programme Scope Change Control
11.3.1.7 Project Scope Initiation
11.3.1.8 Project Scope Planning
11.3.1.9 Project Scope Definition
11.3.1.10 Project Scope Verification
11.3.1.11 Project Scope Change Control
11.3.1.12 Identify Stakeholders
11.3.1.13 Obtain Stakeholder Agreement
11.3.1.14 Publish Programme Scope
11.3.1.15 Publish Project Scope
11.3.2.1 Determine Affected Products
11.3.2.2 Determine Affected Services
11.3.2.3 Determine Affected Supplier-Partners
11.3.2.4 Determine Affected Processes
11.3.2.5 Determine Affected Systems
11.3.2.6 Amortise Costs
11.3.2.7 Amortise Benefits
11.3.2.8 Produce Draft Cost- Benefit Analysis
11.3.2.9 Obtain Sponsor Approval
11.3.2.10 Obtain Stakeholder Agreement
11.3.2.11 Report Status
11.3.3.1 Business Case Validation Management
11.3.3.2 Project Success Management
11.3.3.3 Stakeholder Identification Management
11.3.3.4 Communication Protocol Management
11.3.3.5 Business Level Requirements Management
11.3.3.6 Project Deliverable Specification Management
11.3.3.7 Project Manager Assignment Management
11.3.3.8 Role Assignment Management
11.3.3.9 Responsibilities Assignment Management
11.3.3.10 Project Plan Publication Management
11.3.3.11 Status Reporting Management
11.3.3.12 Progress Reporting Management
11.3.3.13 Document Repository Creation Management
11.3.3.14 Glossary Management
11.3.3.15 Issue Resolution Management
11.3.3.16 Risk Recording Management
11.3.3.17 Risk Reporting Management
11.3.3.18 Governance Document Quality Review Management
11.3.3.19 Project Deliverables Quality Review Management
11.3.4.1 Project Goal Identification Management
11.3.4.2 Project Goal Appraisal Management
11.3.4.3 Project Goal Agreement Management
11.3.4.4 Corporate Benefit Assessment Management
11.3.4.5 Project Risk Identification Management
11.3.4.6 Project Resource Allocation Management
11.3.4.7 Report Project Alignment Strategy
11.3.5.1 Define Accountability Levels
11.3.5.2 Define Penalties
11.3.5.3 Define Penalty Triggers
11.3.5.4 Define Bonus Levels
11.3.5.5 Define Bonus Triggers
11.3.5.6 Define Escalation Points
11.3.5.7 Define Escalation Paths
11.3.5.8 Report Accountability Levels
11.3.6.1 Project Charter Development Management
11.3.6.2 Project Preliminary Scope Statement Development Management
11.3.6.3 Project Management Plan Development Management
11.3.6.4 Project Execution Direction & Management
11.3.6.5 Project Work Monitoring & Control Management
11.3.6.6 Project Change Control Integration Management
11.3.6.7 Project Closure Management
11.3.7.1 Define Financial Reporting Structure
11.3.7.2 Define Labour Costs Criteria
11.3.7.3 Define Equipment Costs Criteria
11.3.7.4 Define Materials Cost Criteria
11.3.7.5 Define Administration Costs Criteria
11.3.7.6 Define Contingency Levels
11.3.7.7 Financial Plan Creation Management
11.3.7.8 Identify Stakeholders
11.3.7.9 Obtain Stakeholder Agreement
11.3.7.10 Publish Financial Plan
11.3.8.1 Resource Pool Creation Management
11.3.8.2 Resource Pool Population Management
11.3.8.3 Resource Pool Allocation Management
11.3.8.4 Resource Allocation Prioritisation Management
11.3.9.1 Define Expectations
11.3.9.2 Define Timescales
11.3.9.3 Define Framework
11.3.9.4 Define Destination & Objectives
11.3.9.5 Evaluate Alternatives
11.3.9.6 Select Option
11.3.9.7 Historical Review
11.3.9.8 Budget Planning
11.3.9.9 Identify Shortcomings
11.3.9.10 Define Implementation Strategies
11.3.9.11 Define Review Periods
11.3.9.12 Identify Stakeholders
11.3.9.13 Produce Draft Plan
11.3.9.14 Obtain Stakeholder Agreement
11.3.9.15 Publish Plan
11.3.10.1 Methodology Selection Management
11.3.10.2 Methodology Compliance Management
11.3.10.3 Assessment Implementation Management
11.3.10.4 Review Implementation Management
11.3.10.5 Performance History Management
11.3.10.6 Contract Assessment Management
11.3.10.7 Financial Assessment Management
11.3.10.8 PMO Effectiveness Assessment Management
11.3.10.9 Stakeholder Assessment Management
11.3.10.10 Resource Availability Assessment Management
11.3.10.11 Quality & Process Improvement Assessment Management
11.3.10.12 Software Design & Development Assessment Management
11.3.10.13 Testing Assessment Management
11.3.11.1 Handover Teams Selection Management
11.3.11.2 Handover Process Alignment Management
11.3.11.3 Handover Process Coordination Management
11.3.11.4 Handover Sign-Off Authority Management
11.3.11.5 Handover Failure Penalty Management
11.4.1.1 Identify Market Sectors
11.4.1.2 Identify Competitors
11.4.1.3 Identify “Best Of Class” Companies
11.4.1.4 Identify “Best Of Class” Services
11.4.1.5 Identify “Best Of Class” Products
11.4.1.6 Identify “Best Of Class” Processes
11.4.1.7 Identify “Best Of Class” Systems
11.4.1.8 Identify “Best Of Class” Supplier-Partners
11.4.2.1 Review Fulfillment Goals
11.4.2.2 Review Delivery Success Data
11.4.2.3 Review Delivery Failure Data
11.4.2.4 Analyse Performance
11.4.2.5 Identify Shortfalls
11.4.2.6 Identify Stakeholders
11.4.2.7 Document Shortfalls
11.4.2.8 Identify Improvements
11.4.2.9 Produce Improvement Plans
11.4.2.10 Obtain Stakeholder Agreement
11.4.2.11 Publish Improvement Plans
11.4.2.12 Implement Improvement Plans
11.4.3.1 Review Problem Management Goals
11.4.3.2 Review Resolution Success Data
11.4.3.3 Review Resolution Failure Data
11.4.3.4 Analyse Performance
11.4.3.5 Identify Shortfalls
11.4.3.6 Identify Stakeholders
11.4.3.7 Document Shortfalls
11.4.3.8 Identify Improvements
11.4.3.9 Produce Improvement Plans
11.4.3.10 Obtain Stakeholder Agreement
11.4.3.11 Publish Improvement Plans
11.4.3.12 Implement Improvement Plans
11.4.4.1 Review Billing Goals
11.4.4.2 Review Bill Collection Data
11.4.4.3 Review Bill Non-Collection Data
11.4.4.4 Analyse Performance
11.4.4.5 Identify Shortfalls
11.4.4.6 Identify Stakeholders
11.4.4.7 Document Shortfalls
11.4.4.8 Identify Improvements
11.4.4.9 Produce Improvement Plans
11.4.4.10 Obtain Stakeholder Agreement
11.4.4.11 Publish Improvement Plans
11.4.4.12 Implement Improvement Plans
11.4.5.1 Assess Customer Satisfaction Targets
11.4.5.2 Assess Customer Satisfaction Questionnaire
11.4.5.3 Assess Customer Response Levels
11.4.5.4 Assess Customer Response Data
11.4.5.5 Assess Company Responses
11.4.5.6 Identify Stakeholders
11.4.5.7 Identify Shortfalls
11.4.5.8 Identify Changes
11.4.5.9 Obtain Stakeholder Agreement
11.4.5.10 Publish Recommendation
11.4.6.1 Assess Employee Performance Criteria
11.4.6.2 Assess Employee Performance Results
11.4.6.3 Develop Employee Performance Management Questionnaire
11.4.6.4 Publish Employee Performance Management Questionnaire
11.4.6.5 Assess Employee Performance Management Questionnaire Feedback
11.4.6.6 Identify Stakeholders
11.4.6.7 Produce Draft Recommendation
11.4.6.8 Obtain Stakeholder Agreement
11.4.6.9 Publish Recommendation
11.4.7.1 Assess Current Process Efficiency Criteria
11.4.7.2 Analyse Current Process Efficiency
11.4.7.3 Identify Shortfalls
11.4.7.4 Identify Stakeholders
11.4.7.5 Produce Draft Recommendation
11.4.7.6 Obtain Stakeholder Agreement
11.4.7.7 Publish Recommendation
11.4.8.1 Assess International Compliance Identification Management
11.4.8.2 Assess International Compliance Adoption Management
11.4.8.3 Assess National Compliance Identification Management
11.4.8.4 Assess National Compliance Adoption Management
11.4.8.5 Identify Stakeholders
11.4.8.6 Produce Draft Analysis Report
11.4.8.7 Obtain Stakeholder Agreement
11.4.8.8 Publish Assessment Report
11.4.9.1 Assess Direct Selling Management
11.4.9.2 Assess Indirect Selling Management
11.4.9.3 Assess In-House Selling Management
11.4.9.4 Assess 3rd Party Selling Management
11.4.9.5 Identify Stakeholders
11.4.9.6 Produce Draft Report
11.4.9.7 Obtain Stakeholder Agreement
11.4.9.8 Publish Report
11.4.10.1 Determine Information Management Requirements
11.4.10.2 Determine Information Systems Effectiveness Requirements
11.4.10.3 Define Information Systems Effectiveness Criteria
11.4.10.4 Assess Information Systems Effectiveness Processes
11.4.10.5 Identify Stakeholders
11.4.10.6 Report Information Systems Effectiveness Management Results
11.4.10.7 Obtain Stakeholder Agreement
11.4.10.8 Publish Report
11.5.1.1 Waste Removal Management
11.5.1.2 Occupational Health & Safety Management
11.5.1.3 Hazardous Materials Compliance Management
11.5.1.4 Building Cleanliness Management
11.5.2.1 Heating, Ventilation, Air Conditioning & Refrigeration Management
11.5.2.2 Preventive Maintenance Management
11.5.2.3 Predictive Maintenance Management
11.5.2.4 Elevator & Escalator Maintenance
11.5.2.5 Ingress & Egress Maintenance
11.5.3.1 Normal Power Systems Management
11.5.3.2 Emergency Power Systems Management
11.5.4.1 Building Automation Systems Management
11.5.4.2 Building Monitoring Systems Management
11.5.4.3 Security & Locks Management
11.5.5.1 Sprinkler & Suppression Systems Management
11.5.5.2 Smoke & Fire Detection Systems Management
11.5.5.3 Fire Extinguisher Management
11.5.5.4 Signage Management
11.5.5.5 Evacuation Plans Management
11.5.6.1 Office Space Layout Management
11.5.6.2 Furniture Placement Management
11.5.6.3 Furniture Systems Management
11.6.1.1 Recover All Business Requirements
11.6.1.2 Amalgamate Business Requirements
11.6.1.3 Assess Business Requirements
11.6.1.4 Interpret Business Requirements
11.6.1.5 Report Business Requirements Interpretation
11.6.1.6 Obtain Interpretation Sign-Off
11.6.2.1 Assess Current Application Direction
11.6.2.2 Identify Current Application Gaps & Weaknesses
11.6.2.3 Assess Short Term Application Direction
11.6.2.4 Identify Short Term Application Gaps & Weaknesses
11.6.2.5 Assess Medium Term Application Direction
11.6.2.6 Identify Medium Term Application Gaps & Weaknesses
11.6.2.7 Assess Long Term Application Direction
11.6.2.8 Identify Long Term Application Gaps & Weaknesses
11.6.2.9 Amalgamate Application Directions
11.6.2.10 Amalgamate Gaps & Weaknesses
11.6.2.11 Resolve Directional Conflicts
11.6.2.12 Define Application Direction
11.6.2.13 Report Application Direction
11.6.3.1 Assess Current Technical Infrastructure Direction
11.6.3.2 Identify Current Technical Infrastructure Gaps & Weaknesses
11.6.3.3 Assess Short Term Technical Infrastructure Direction
11.6.3.4 Identify Short Term Technical Infrastructure Gaps & Weaknesses
11.6.3.5 Assess Medium Term Technical Infrastructure Direction
11.6.3.6 Identify Medium Term Technical Infrastructure Gaps & Weaknesses
11.6.3.7 Assess Long Term Technical Infrastructure Direction
11.6.3.8 Identify Long Term Technical Infrastructure Gaps & Weaknesses
11.6.3.9 Amalgamate Technical Infrastructure Directions
11.6.3.10 Amalgamate Gaps & Weaknesses
11.6.3.11 Resolve Directional Conflicts
11.6.3.12 Define Technical Infrastructure Direction
11.6.3.13 Report Technical Infrastructure Direction
11.6.4.1 Assess Current IT Organisation Direction
11.6.4.2 Identify Current IT Organisation Gaps & Weaknesses
11.6.4.3 Assess Short Term IT Organisation Direction
11.6.4.4 Identify Short Term IT Organisation Gaps & Weaknesses
11.6.4.5 Assess Medium Term IT Organisation Direction
11.6.4.6 Identify Medium Term IT Organisation Gaps & Weaknesses
11.6.4.7 Assess Long Term IT Organisation Direction
11.6.4.8 Identify Long Term IT Organisation Gaps & Weaknesses
11.6.4.9 Amalgamate IT Organisation Directions
11.6.4.10 Amalgamate Gaps & Weaknesses
11.6.4.11 Resolve Directional Conflicts
11.6.4.12 Define IT Organisation Direction
11.6.4.13 Report IT Organisation Direction
11.6.5.1 Recover Directional Reports
11.6.5.2 Amalgamate Directional Reports
11.6.5.3 Identify Strategic Investment Requirements
11.6.5.4 Identify Strategic Value Add
11.6.5.5 Compile Strategic IT Investment Roadmap
11.6.5.6 Compile Strategic IT Value Roadmap
11.6.5.7 Report Strategic IT Investment Roadmap
11.6.5.8 Report Strategic IT Value Roadmap
11.6.6.1 Define Stakeholder Agreement & Quorum Levels
11.6.6.2 Present IT Strategic Investment & Value Roadmap
11.6.6.3 Negotiate IT Strategic Investment & Value Roadmap
11.6.6.4 Incorporate Comments & Caveats
11.6.6.5 Obtain Stakeholder Sign-Offs
11.6.6.6 Report Stakeholder Agreement