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.
1.1 Process Group
Example of PCF gradation
Manage Customer Service
Develop customer care/customer service strategy
Define customer service requirements across the enterprise
Define customer service experience
Define and manage customer service channel strategy
Define customer service policies and procedures
Establish target service level for each customer segment
Define warranty offering
Determine and document warranty policies
Create and manage warranty rules/claim codes for products
Agree on warranty responsibilities with suppliers
Define warranty related offerings for customers
Communicate warranty policies and offerings
Develop recall strategy
Manage patient care outreach programs
Develop and implement patient care outreach programs
Monitor and evaluate outcomes of patient care outreach programs
Cycle outcome results into design of patient care outreach programs
Monitor participation and compliance with patient care outreach programs
What do you think about it?
Please note that ISO 22301 does not prescribe how to identify processes and activities so organizations can adopt the approach that better suits them.
Considering that, in case the Process Classification Framework from APQC fulfills your needs it is acceptable for ISO 22301. It is in fact a very interesting approach, but you need to be careful to go for more detailed levels only if necessary (you may not need to go for all processes with the same detail level).