BEST PRACTICES TO DEFINE
Business Capability Map
CUSTOMER
RELATIONSHIP
Contact Management Enterprise Effectiveness & Project
Classify Demand
Contact Interaction
Inbound Contact
Manage Interaction
Outbound Contact
Enterprise Risk Management
Route Contact
Contract Management
Manage Contract
Manage Frame-Contract
Manage Product Usage
Negotiate Contract
Human Resources Management
Customer Management
Identify Customer
Manage Community
Manage Customer
Manage Customer Hierarchy
Manage Org. Context
Information Management
Customer Scoring
Check Credit-Worthiness
Define Customer Risks
Manage Customer Risks
Order Management
Bundle Order
Cancel Order
Steer Order
Track Order
Validate Order
SLA Management
Manage SLA Violations
Track & Report SLA Breaches
Corporate Governance Policies
Preventive Law Program Dev.
ENTERPRISE
SUPPORT
Management
Develop Projects
Manage Portfolio
Manage Programs
Business Continuity
Manage Compliance
Manage Fraud
Manage Insurance
Manage Security
HR Policies & Processes
Manage Employee
Financial Planning & Analysis
Manage Payroll
Manage Talents
Recruiting
Define Reports and KPIs
Gather Data
Govern Data
Illustrate Data
Process Data
IT Management
Application Management
Revenue Cycle Management
EA Management
Travel & Expense Management
IT Project Management
IT Service Management
IT Strategy Management
Technology Management
Knowledge & Research
Management
Manage Knowledge
Manage Research
Manage Tech Scanning
Legal
Foreign Exchange Management
Ensure Compliance
Workforce Management
Deploy Workforce
Manage Work Order
Workforce Planning
FINANCE MARKETING & SALES
Accounting Customer Success Management
Cost Accounting
Enterprise Consolidation Define Plans for Customer Upsell
External Reporting Increase Customer Lifetime Value
Inventory Valuation Manage Customer Onboarding
Investor Relations
Manage General Ledger
Performance Reporting
Demand & Offer Management
Asset Management
Asset Performance Mgmt
Decommissioning
Investment Planning
Manage Asset Lifecycle Manage Customer Hierarchy
Manage Customer Profile
Business Planning
Cost Accounting Marketing & Sales Development
Forecasting Define Customer Value Proposition
Define M&S Requirements
Payroll
Define Marketing Budget
Manage Payment
Process Taxes
Time Stamp Report
Settlements & Payments
Account Payables
Billing
Tax Management
Handle Trading
Manage Tax Questionnarie
Tax Determination
Tax Planning Strategies
Tax Returns Mgmt.
Tax Settlements
Treasury
Cash Management
Financial Risk Management
Avoid Customer Churn
Manage Upsells
Terminate Contracts
Identify Customer
Identify New Channels
Manage Community
Manage Customer
Manage Org. Context Manage Purchase Requirements
Manage Sourcing Tender Process
Develop M&S Channels
Develop M&S Messages
Supplier Contact Management
Monitor Channels
Sales
Advise Client Manage Supplier Frame Contract
Create ERP
Create Specific Offer
Manage Client
Manage Trials
Negotiate Offer
Qualify Opportunity
PROCUREMENT & PRODUCT & SERVICE
LOGISTICS DEVELOPMENT
Logistics Management Engineering
Manage Demand Forecast Conceptualization
Manage Logistic Order Construction
Manage Returns Design Products
Manage Transportation Manage Requirements
Purchasing Marketing Testing
Approve & Transmit Order Analyse Customer Intelligence
Decide On Sourcing Establish Measures
Define Sourcing Requirements Evaluate Market Opportunities
Define Sourcing Strategy Market Survey
Manage Category
Method Development
Manage Purchase Catalogue
Define Method
Manage Purchase Order
Manage Purchase Procedure
Execute Method
Refine Method
Validate Method
Manage Purchase Requisition
Product & Service Delivery
Tendering
Manage Product Traceability
Manage Production
Sourcing Schedule Production
Test Quality Performance
Enact Supplier Contract
Product Preparation
Manage Supplier Contract
Align Resources
Master Production Schedule
Negotiate Supplier Contract
Procure Materials & Services
Select Suppliers & Developers
Warehouse Management
Quality Management
Commissioning
Manage Debugging
Goods Receipt & Service Entry
Manage Product Document
Manage Claims
Test Initial Quality
Manage Inventory
Track Quality
Material Disposition
Packaging
R&D
Restocking
Manage Innovation
Shipping Manage Patent
Manage Product Portfolio
Manage R&D Process
Requirements Definition
Evaluate Existing Products
Manage Materials
Require Distribution
Review Demand
LeanIX
PRODUCTION STRATEGIC
BEST PRACTICES
MANAGEMENT Business capability modeling is a technique for
the representation of an organization’s business
Change Management Business Concept anchor model, independent of the organization’s
Access Deviations Concept Establishment structure, processes, people, or domains.
Analyze Deviations External Assessment
Manage Deviation Allowance Internal Analysis
Don’t overlap
Plan & Execute Deviations Market Surveys
Good capabilities do not overlap; they are
Trace Deviations Restructure Organization
mutually exclusive. A good test is to check
Infrastructure Management Externals Management whether you can assign Level 2 capabilities
Build Site Infrastructure Evaluate & Select without ambiguity.
Manage Location Restrictions Maintain Contracts
Operate Site Infrastructure Manage Payments Define “What”; not “How”
Plan & Control Construction Monitor Performance Business capabilities encapsulate what a
Terminate Contracts business is doing right now and what it must
Machine Management
be doing to meet current and future
Innovation & Technology
Build Machine
challenges.
Management
Calibrate Machine
Manage External Innovation
Manage Machine Information
Manage Innovation Process Long-term stability
Operate Machine
Manage Internal Innovation Properly defined business capabilities are
Optimize Machine
Scout Trends
fairly stable over time, persisting throughout
Maintenance Track Innovation
any organizational changes. Only major
Handle Spare Parts
model updates should affect them.
Manage Core Business
Manage Maintenance Plan
Recognize & Recover Failure
Coordinate Projects
Cross-organizational
Evaluate Existing Products
Don’t focus too much on business units.
Materials Management Manage Bus. Performance & Ops Capabilities should remain the same and be
Fetch Material Manage Projects independent of the current structure of the
Handle Dangerous Goods organization.
Mergers & Acquisitions
Manage Containers
Manage M&A
Manage Incoming Materials
Manage M&A Integration
7 to 10 capabilities at the top level
Manage Material Requirements
Manage M&A Strategy
The highest level capabilities should be a
complete description of your business. Aim
Product Design & Planning Track Acquisitions
to make your categories reflect key aspects
Define Production Process
Organization Development of what the business actually does.
Define Production Site
Coordinate Process Strategy
Manage Production Requirements
Manage Waste Disposal
Develop Organization Goals Breadth rather than depth
Plan Material Requirements
Plan Long Term Don’t go too deep. Illustrate the breadth of
Strategize Business Units your organization’s business capabilities by
Production Order Management going no more than three levels down. This
Strategic Business Initiatives
Manage Order Validity will be enough to represent IT landscape of
Develop Strategic Initiatives
Plan Production Orders your enterprise.
Establish High-Level Measures
Plan Production Program
Evaluate Strategic Initiatives
Plan Supply Quantity
Accepted by all stakeholders
Select Strategy
Pre-production Planning The goal of business capabilities is that they
Strategy Development become a common basis for discussion and
Production Steering
Adapt Strategy planning. Take every opportunity to anchor
Bill of Material Management
Define Strategy
your organization's processes to the model.
Deliver Product
Develop Vision/Mission
Localize Product
Monitor Production Process
Manage Strategy Linking strategy and execution
Track Strategy Involve those who define the strategies
Retrieve Product Information
when creating your map. Consider strategy
as one input when defining your business
capabilities on the highest level.
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