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it-Business-Capability-Map-Template.pptx
- 1. Info-Tech Research Group1 Info-Tech Research Group, Inc. is a global leader in providing IT research and advice. Info-Tech’s products and services combine actionable insight and relevant advice with ready-to-use tools and templates that cover the full spectrum of IT concerns. © 1997-2016 Info-Tech Research Group Inc. Business Capability Map Template
- 2. Info-Tech Research Group2 How to use this template Follow Info-Tech’s three-step process to build your business capability map: 1. Build your level-0 business capability map (use the template on the next slide as a starting point). This map should represent your organization’s “business on a page.” • Adjust the map as necessary to accurately represent your organization’s capabilities. 2. Identify the capabilities which enable the specific value streams that you want to analyze. 3. Build out level-1 business capability maps for the level-0 capabilities that enable the value stream you’ve selected. • Example level-1 maps have been supplied. 4. Define and list your organization’s capabilities (see the last slide for an example list). A business capability mapping process should begin at the highest level view of an organization, the level 0, which presents the entire business on a page. Use this Business Capability Map Template to create a visual representation of your business capabilities.
- 3. Info-Tech Research Group3 Business capability map template – Level 0 Revenue Generation Marketing Sales Customer Service Demand Fulfillment Material Movement Control & Planning Transport- ation Distribution Network Mgmt. Inbound Shipment Handling Warehousing Material Storage Shipment Preparation Procurement Planning Material Purchase & Acquisition Enterprise Management and Planning Budget Accounting Finance HR Strategy Hiring Training & Dev. Retention Human resources Business Opportunity Research Business Target Setting, Control & Comm. Comm. & Control Policy Setting Organization Structure Mgmt. Business Direction Products and Services Development Research Concept Definition Proof of Concept Development Manufacturing Process & Prototype Development R&D Evaluation Manufacturing Process Scaling & Qualification R&D Opportunity Assessment Production Quality Control Manufacturing Strategy & Plan Development Design Manufacturing Sourcing Sourcing Strategy Vendor Mgmt. Transaction Processing Reporting
- 4. Info-Tech Research Group4 Marketing capability map template – Level 1 Marketing Strategy Brand Mgmt. Campaign Execution Corp. Comm. Mgmt. & Support Customer Need Analysis Competitive Intelligence & Positioning Customer Segmentation Marketing Message Dissemination Brand Development Marketing Content Mgmt. Customer Experience Mgmt. Planning Market Assessment Brand Portfolio Mgmt. Media Mix Selection Campaign Analysis External Communication Corporate Image Mgmt. Internal Communication Talent Mgmt. Marketing Budget Mgmt. Marketing Capability Performance Mgmt. New Product Development & Packaging New Product Introduction Sales Enablement Product Pricing Lead Mgmt. Promotion Mgmt. Channel Mgmt.
- 5. Info-Tech Research Group5 Mgmt. & Support Generic sales capability map template – Level 1 Account Mgmt. Sales Transaction Mgmt. Strategy Talent Mgmt. Sales Performance Mgmt. Customer Segmentation Farming (established accounts) Hunting (new accounts) Customer Relationship Mgmt. Online Sales Outdoor Sales (events, partners) Indoor Sales (stores) Phone Sales Goal Setting & Forecasting Sales Strategy Mgmt. Sales Enablement Product Pricing Lead Mgmt. Promotion Mgmt. Channel Mgmt.
- 6. Info-Tech Research Group6 Customer service capability map template – Level 1 Service Operation Service Channel Mgmt. Strategy Event Mgmt. Incident Mgmt. Problem Mgmt. Request Fulfilment Mobile Support Self-Service Call Center Support Internal & External Partnering Service Strategy Mgmt. Web Support Email Support Onsite Support Customer Relationship Mgmt. Mgmt. & Support Talent Mgmt. Load Balancing & Scheduling Service Performance Mgmt. Knowledge Mgmt. Customer Retention Voice of the Customer Customer Segmentation End-to-End Customer Experience Mgmt.
- 7. Info-Tech Research Group7 Create definitions of your capabilities Level Name Definition 0 Marketing The ability of the organization to promote the portfolio of products/services to customers. 0 Sales The ability of the organization to sell the portfolio of products/services to customers. 0 Customer Service The ability of the organization to maintain positive relationships with customers throughout and beyond the buying process. 1 Marketing Strategy The ability of the organization to maintain a process that focuses resources on the most viable sales opportunities and sustaining a competitive advantage. 1 Sales Enablement The ability of the organization to equip sales staff with the information they need to effectively convert on sales opportunities. 2 Product Pricing The ability of the organization to set a price for its product/services that results in maximized revenue and sustained competitive advantage. 2 Customer Segmentation The ability of the organization to divide the customer base into a set of groups that facilitates the effective execution of marketing strategy. 2 Channel Management The ability of the organization to effectively manage all relationships and processes involved in distributing its products and services. 2 Lead Management The ability of the organization to effectively generate, collect, and store opportunities for product/service sales. 2 Market Assessment The ability of the organization to effectively analyze the environment it is currently competing within in order to inform marketing strategy.