Identification of processes and activities

Hello, I hope all is well with you guys. My question is about identifying processes and activities for BIA analysis. In the BIA form from Advisera, we analyze activities. For the purpose of the example, the activity "Call Center" was typed in. Have you ever considered identifying processes and activities according to the Process Classification Framework from APQC? In this 5-step classification, activity is a very detailed part of the process: Which one should I include in the BIA analysis? ISO is very vague in this regard with a vague division between process/activity/task. PCF gradation: 1 Category 1.1 Process Group 1.1.1 Process 1.1.1.1 Activity 1.1.1.1.1 Task Example of PCF gradation 6.0 Manage Customer Service 6.1 Develop customer care/customer service strategy 6.1.1 Define customer service requirements across the enterprise 6.1.2 Define customer service experience 6.1.3 Define and manage customer service channel strategy 6.1.4 Define customer service policies and procedures 6.1.5 Establish target service level for each customer segment 6.1.6 Define warranty offering 6.1.6.1 Determine and document warranty policies 6.1.6.2 Create and manage warranty rules/claim codes for products 6.1.6.3 Agree on warranty responsibilities with suppliers 6.1.6.4 Define warranty related offerings for customers 6.1.6.5 Communicate warranty policies and offerings 6.1.7 Develop recall strategy 6.2 Manage patient care outreach programs 6.2.1 Develop and implement patient care outreach programs 6.2.2 Monitor and evaluate outcomes of patient care outreach programs 6.2.3 Cycle outcome results into design of patient care outreach programs 6.2.4 Monitor participation and compliance with patient care outreach programs   What do you think about it? Kind regards, E.