2

3

4

Business Capability Reference Model

Business

Capabilities

Key Requirements

1. Credible

2. Standard [schema]

3. Multiple industries

AssessmentInitiative

Planning

Value

Realization

5

• Credible

• Standard [schema]

• Covering number of

industries

6

8

9

10

11

Example 1: Microsoft Value Realization Framework (VRF)

13

14

Example 2: Solution mapping and definition

MARKET PRODUCTS AND SERVICES

PLAN AND MANAGE PRODUCTS AND SERVICES

SUPPORT FUNCTIONS

DEVELOP AND MANAGE CUSTOMER EXPERIENCE

DEVELOP AND MANAGE OMNI CHANNELS

FRONT-OFFICE CAPABILITIES STORE OPERATIONS

Plan & Manage Workforce

HQ CollaborationManage Store Performance

Manage Store Inventory

Operational

Compliance

CONSUMER TOUCH-POINTS

In-Store Kiosk Web Store Mobile App

MARKET TO CUSTOMERS

Track & Respond to

Shopper Insight

Develop & Manage

Promotional Programs

Promote & Manage

Brands

Develop & Manage Media

Campaigns

Manage Product

Marketing Content

Develop & Execute

Customer Loyalty Programs

MERCHANDISING

Manage Product

Development LifecycleSource Products Develop Product Plan

Manage Product Master

Data

Develop & Manage Sales

& Pricing Plan

Supplier CollaborationDevelop Allocation Plan Category & Basket

Analysis

Perform Customer &

Market Analysis

CUSTOMER RELATIONSHIP

MANAGEMENT

Manage Omni-

Channel Experience

Operate Customer

Call Center

Maintain Customer Master

Data

Measure and Evaluate Customer

Satisfaction

BACK-OFFICE CAPABILITIES

Floor Merchandising

and PromotionsInventory

ManagementProvide Floor

Customer ServicePricing &

PromotionsException

ManagementMange Cash

DELIVER PRODUCTS

SUPPLY CHAIN & LOGISTICS

Manage

Transportation &

Logistics

Distribution

Planning

Manage Inbound

Product

Global Supply

Chain (imports)

Manage Enterprise

Inventory

3rd Party

Distribution

Yard & Fleet

Management

Plan Transportation

Network

Replenish

Fulfillment Centers

Replenish Retail

StoresPick, Pack and Ship

Develop and

Manage Channel

Strategy

Develop Customer

Service Strategy

Manage Social

Media

Direct Delivery

Management

Provide Customer

Self-Service

Deliver Digital

Products

MANAGE RETAIL IT

Corporate Applications

Mobile StrategyDevelop the Enterprise IT

Strategy

Content Management

Strategies

Solutions Life Cycle

Planning

Develop Digital

Experience

Business

Intelligence

CENTRAL OPERATIONS

Site Planning

Manage Loss

Prevention

GOVERNANCE & COMPLIANCE

Manage Regulatory

Compliance

PCI Compliance

Risk Management

Implement Security

Controls

CORPORATE FUNCTIONS

Asset

Management

Human Resources

Strategy

Performance Strategic &

Tactical Planning

Provide Legal

Services

Portfolio

Management

Manage Store

Collaboration

AdsStoreCall Center

Operate Customer

Service Desk

Specialty Services

Operate Customer

Checkout

V1 9.15.12

Execute Loyalty

Program

Inventory Tasks

Real-Time Transaction

Processing

MARKET PRODUCTS AND SERVICES

PLAN AND MANAGE PRODUCTS AND SERVICES

SUPPORT FUNCTIONS

DEVELOP AND MANAGE CUSTOMER EXPERIENCE

DEVELOP AND MANAGE OMNI CHANNELS

FRONT-OFFICE CAPABILITIES STORE OPERATIONS

Plan & Manage

Workforce

HQ CollaborationManage Store

Performance

Manage Store

Inventory

Operational

Compliance

CONSUMER TOUCH-POINTS

In-Store Kiosk Web Store Mobile App

MARKET TO CUSTOMERS

Track & Respond to

Shopper Insight

Develop & Manage

Promotional Programs

Promote & Manage

Brands

Develop & Manage Media

Campaigns

Manage Product

Marketing Content

Develop & Execute

Customer Loyalty Programs

MERCHANDISING

Manage Product

Development Lifecycle

Source Products Develop Product Plan

Manage Product Master

Data

Develop & Manage Sales

& Pricing Plan

Supplier CollaborationDevelop Allocation Plan Category & Basket

Analysis

Perform Customer &

Market Analysis

CUSTOMER RELATIONSHIP

MANAGEMENT

Manage Omni-Channel

Experience

Operate Customer Call Center

Maintain

Customer Master

Data

Measure and

Evaluate Customer

Satisfaction

BACK-OFFICE CAPABILITIES

Floor Merchandising and Promotions

Inventory Management

Provide Floor Customer Service

Pricing & Promotions

Exception Management

Manage Cash

DELIVER PRODUCTS

SUPPLY CHAIN & LOGISTICS

Manage

Transportation &

Logistics

Distribution

Planning

Manage Inbound

Product

Global Supply

Chain (imports)

Manage Enterprise

Inventory

3rd Party

Distribution

Yard & Fleet

Management

Plan Transportation

Network

Replenish

Fulfillment Centers

Replenish Retail

Stores

Pick, Pack and Ship

Develop and

Manage Channel Strategy

Develop Customer

Service StrategyManage Social

MediaDirect Delivery

ManagementProvide Customer

Self-ServiceDeliver Digital

Products

MANAGE RETAIL IT

Corporate Applications

Mobile StrategyDevelop the

Enterprise IT

Strategy

Content

Management

Strategies

Solutions Life Cycle

Planning

Develop Digital

Experience

Business

Intelligence

CENTRAL OPERATIONS

Site Planning

Manage Loss

Prevention

GOVERNANCE & COMPLIANCE

Manage Regulatory

Compliance

PCI Compliance

Risk Management

Implement Security

Controls

CORPORATE FUNCTIONS

Asset

Management

Human Resources

Strategy

Performance

Strategic &

Tactical Planning

Provide Legal

Services

Portfolio

Management

Manage Store

Collaboration

AdsStoreCall Center

Operate Customer

Service Desk

Specialty Services

Operate Customer

Checkout

V1 9.15.12

Execute Loyalty

Program

Inventory Tasks

Real-Time

Transaction

Processing

DEVELOP AND MANAGE CUSTOMER EXPERIENCE

DEVELOP AND MANAGE OMNI CHANNELS

FRONT-OFFICE CAPABILITIES STORE OPERATIONS

Plan & Manage

Workforce

HQ CollaborationManage Store

Performance

Manage Store

Inventory

Operational

Compliance

CUSTOMER RELATIONSHIP

MANAGEMENT

Manage Omni-

Channel

Experience

Operate Customer

Call Center

Maintain

Customer Master

Data

Measure and

Evaluate Customer

Satisfaction

BACK-OFFICE CAPABILITIES

Floor Merchandising

and Promotions

Inventory

Management

Provide Floor

Customer Service

Pricing &

Promotions

Exception

Management

Manage Cash

Develop and

Manage Channel

Strategy

Develop Customer

Service Strategy

Manage Social

Media

Direct Delivery

Management

Provide Customer

Self-Service

Deliver Digital

Products

Operate Customer

Service Desk

Specialty Services

Operate Customer

Checkout

Execute Loyalty

Program

Inventory Tasks

SUPPORT FUNCTIONS

MANAGE RETAIL IT

Corporate Applications

Mobile StrategyDevelop the

Enterprise IT

Strategy

Content

Management

Strategies

Solutions Life Cycle

Planning

Develop Digital

Experience

Business

Intelligence

CENTRAL OPERATIONS

Site Planning

Manage Loss

Prevention

GOVERNANCE & COMPLIANCE

Manage Regulatory

Compliance

PCI Compliance

Risk Management

Implement Security

Controls

CORPORATE FUNCTIONS

Asset

Management

Human Resources

Strategy

Performance

Strategic &

Tactical Planning

Provide Legal

Services

Portfolio

Management

Manage Store

Collaboration

Real-Time

Transaction

Processing

MARKET PRODUCTS AND SERVICES

MARKET TO CUSTOMERS

Track & Respond to

Shopper Insight

Develop & Manage

Promotional Programs

Promote & Manage

Brands

Develop & Manage Media

Campaigns

Manage Product

Marketing Content

Develop & Execute

Customer Loyalty Programs

DELIVER PRODUCTS

SUPPLY CHAIN & LOGISTICS

Manage

Transportation &

Logistics

Distribution

Planning

Manage Inbound

Product

Global Supply

Chain (imports)

Manage Enterprise

Inventory

3rd Party

Distribution

Yard & Fleet

Management

Plan Transportation

Network

Replenish

Fulfillment Centers

Replenish Retail

Stores

Pick, Pack and Ship

PLAN AND MANAGE PRODUCTS AND SERVICES

MERCHANDISING

Manage Product

Development Lifecycle

Source Products Develop Product Plan

Manage Product Master

Data

Develop & Manage Sales

& Pricing Plan

Supplier CollaborationDevelop Allocation Plan Category & Basket

Analysis

Perform Customer &

Market Analysis

DEVELOP AND MANAGE CUSTOMER EXPERIENCE

DEVELOP AND MANAGE OMNI CHANNELS

FRONT-OFFICE CAPABILITIES STORE OPERATIONS

Plan & Manage

Workforce

HQ CollaborationManage Store

Performance

Manage Store

Inventory

Operational

Compliance

CUSTOMER RELATIONSHIP

MANAGEMENT

Manage Omni-

Channel

Experience

Operate Customer

Call Center

Maintain

Customer Master

Data

Measure and

Evaluate Customer

Satisfaction

BACK-OFFICE CAPABILITIES

Floor Merchandising

and Promotions

Inventory

Management

Provide Floor

Customer Service

Pricing &

Promotions

Exception

Management

Mange Cash

Develop and

Manage Channel

Strategy

Develop Customer

Service Strategy

Manage Social

Media

Direct Delivery

Management

Provide Customer

Self-Service

Deliver Digital

Products

Operate Customer Service Desk

Specialty Services

Operate Customer Checkout

Execute Loyalty

Program

Inventory Tasks

開発、顧客の経験を管理

開発し、オムニ チャネルの管理

フロント オフィス機能 ストアの操作

プラン ＆

労働力を管理しま

す。

HQ

のコラボレーショ

ン

ストアのパフォーマンスを管理しま

す。

店舗の在庫を管理

します。

運用上のコンプラ

イアンス

顧客関係管理

オムニ

チャネルの経験を

管理します。

カスタマー

コール

センターを運営し

ます。

顧客マスター

データを維持しま

す。

測定し、顧客満足

度の評価

バック オフィス機能

床のマーチャンダイジングとプロモーシ

ョン

インベントリ管理 床の顧客サービスを

提供します。

価格とプロモーショ

ン例外管理 現金を管理します。

開発および管理チャ

ネル戦略

顧客サービス戦略を

開発します。ソーシャル

メディアを管理しま

す。

直接配信の管理 顧客セルフ

サービスを提供しま

す。

デジタル製品を提供

します。

顧客サービス

デスクを動作しま

す。

専門サービス

お客様のチェック

アウトを動作しま

す。

忠誠心のプログラ

ムを実行します。

インベントリ

タスク

MARKET PRODUCTS AND SERVICES

PLAN AND MANAGE PRODUCTS AND SERVICES

SUPPORT FUNCTIONS

DEVELOP AND MANAGE CUSTOMER EXPERIENCE

DEVELOP AND MANAGE OMNI CHANNELS

FRONT-OFFICE CAPABILITIES STORE OPERATIONS

Plan & Manage Workforce

HQ CollaborationManage Store Performance

Manage Store Inventory

Operational

Compliance

CONSUMER TOUCH-POINTS

In-Store Kiosk Web Store Mobile App

MARKET TO CUSTOMERS

Track & Respond to

Shopper Insight

Develop & Manage

Promotional Programs

Promote & Manage

Brands

Develop & Manage Media

Campaigns

Manage Product

Marketing Content

Develop & Execute

Customer Loyalty Programs

MERCHANDISING

Manage Product

Development LifecycleSource Products Develop Product Plan

Manage Product Master

Data

Develop & Manage Sales

& Pricing Plan

Supplier CollaborationDevelop Allocation Plan Category & Basket

Analysis

Perform Customer &

Market Analysis

CUSTOMER RELATIONSHIP

MANAGEMENT

Manage Omni-

Channel Experience

Operate Customer

Call Center

Maintain Customer Master

Data

Measure and Evaluate Customer

Satisfaction

BACK-OFFICE CAPABILITIES

Floor Merchandising

and PromotionsInventory

ManagementProvide Floor

Customer ServicePricing &

PromotionsException

ManagementManage Cash

DELIVER PRODUCTS

SUPPLY CHAIN & LOGISTICS

Manage

Transportation &

Logistics

Distribution

Planning

Manage Inbound

Product

Global Supply

Chain (imports)

Manage Enterprise

Inventory

3rd Party

Distribution

Yard & Fleet

Management

Plan Transportation

Network

Replenish

Fulfillment Centers

Replenish Retail

StoresPick, Pack and Ship

Develop and

Manage Channel

Strategy

Develop Customer

Service Strategy

Manage Social

Media

Direct Delivery

Management

Provide Customer

Self-Service

Deliver Digital

Products

MANAGE RETAIL IT

Corporate Applications

Mobile StrategyDevelop the Enterprise IT

Strategy

Content Management

Strategies

Solutions Life Cycle

Planning

Develop Digital

Experience

Business

Intelligence

CENTRAL OPERATIONS

Site Planning

Manage Loss

Prevention

GOVERNANCE & COMPLIANCE

Manage Regulatory

Compliance

PCI Compliance

Risk Management

Implement Security

Controls

CORPORATE FUNCTIONS

Asset

Management

Human Resources

Strategy

Performance Strategic &

Tactical Planning

Provide Legal

Services

Portfolio

Management

Manage Store

Collaboration

AdsStoreCall Center

Operate Customer

Service Desk

Specialty Services

Operate Customer

Checkout

V1 9.15.12

Execute Loyalty

Program

Inventory Tasks

Real-Time Transaction

Processing

MARKET PRODUCTS AND SERVICES

PLAN AND MANAGE PRODUCTS AND SERVICES

SUPPORT FUNCTIONS

DEVELOP AND MANAGE CUSTOMER EXPERIENCE

DEVELOP AND MANAGE OMNI CHANNELS

FRONT-OFFICE CAPABILITIES STORE OPERATIONS

Plan & Manage

Workforce

HQ CollaborationManage Store

Performance

Manage Store

Inventory

Operational

Compliance

CONSUMER TOUCH-POINTS

In-Store Kiosk Web Store Mobile App

MARKET TO CUSTOMERS

Track & Respond to

Shopper Insight

Develop & Manage

Promotional Programs

Promote & Manage

Brands

Develop & Manage Media

Campaigns

Manage Product

Marketing Content

Develop & Execute

Customer Loyalty Programs

MERCHANDISING

Manage Product

Development LifecycleSource Products Develop Product Plan

Manage Product Master

Data

Develop & Manage Sales

& Pricing Plan

Supplier CollaborationDevelop Allocation Plan Category & Basket

Analysis

Perform Customer &

Market Analysis

CUSTOMER RELATIONSHIP

MANAGEMENT

Manage Omni-

Channel

Experience

Operate Customer

Call Center

Maintain

Customer Master

Data

Measure and

Evaluate Customer

Satisfaction

BACK-OFFICE CAPABILITIES

Floor Merchandising

and PromotionsInventory

ManagementProvide Floor

Customer ServicePricing &

PromotionsException

ManagementMange Cash

DELIVER PRODUCTS

SUPPLY CHAIN & LOGISTICS

Manage

Transportation &

Logistics

Distribution

Planning

Manage Inbound

Product

Global Supply

Chain (imports)

Manage Enterprise

Inventory

3rd Party

Distribution

Yard & Fleet

Management

Plan Transportation

Network

Replenish

Fulfillment Centers

Replenish Retail

StoresPick, Pack and Ship

Develop and

Manage Channel

Strategy

Develop Customer

Service Strategy

Manage Social

Media

Direct Delivery

Management

Provide Customer

Self-Service

Deliver Digital

Products

MANAGE RETAIL IT

Corporate Applications

Mobile StrategyDevelop the

Enterprise IT

Strategy

Content

Management

Strategies

Solutions Life Cycle

Planning

Develop Digital

Experience

Business

Intelligence

CENTRAL OPERATIONS

Site Planning

Manage Loss

Prevention

GOVERNANCE & COMPLIANCE

Manage Regulatory

Compliance

PCI Compliance

Risk Management

Implement Security

Controls

CORPORATE FUNCTIONS

Asset

Management

Human Resources

Strategy

Performance

Strategic &

Tactical Planning

Provide Legal

Services

Portfolio

Management

Manage Store

Collaboration

AdsStoreCall Center

Operate Customer

Service Desk

Specialty Services

Operate Customer

Checkout

V1 9.15.12

Execute Loyalty

Program

Inventory Tasks

Real-Time

Transaction

Processing

1

2

3

5

6

7

8

22

http://www.microsoft.com/Retailhttp://www.microsoft.com/GoESP