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Measurement and Maturity of Business Processes
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Author(s): Laura Sanchez (University of Castilla-La Mancha, Spain), Andrea Delgado (University of the Republica, Uruguay), Francisco Ruiz (University of Castilla-La Mancha, Spain), Felix Garcia (University of Castilla-La Mancha, Spain)and Mario Piattini (University of Castilla-La Mancha, Spain)
Copyright: 2009
Pages: 25
Source title:
Handbook of Research on Business Process Modeling
Source Author(s)/Editor(s): Jorge Cardoso (SAP Research, Germany)and Wil van der Aalst (Technische Universitat Eindhoven, The Netherlands)
DOI: 10.4018/978-1-60566-288-6.ch024
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Abstract
The underlying premise of process management is that the quality of products and services is largely determined by the quality of the processes used to develop, deliver and support them. A concept which has been closely related to process quality over the last few years is the maturity of the process and it is important to highlight the current proposal of Business Process Maturity Model (BPMM), which is based on the principles, architecture and practices of CMM and CMMI for Software and describes the essential practices for the development, preparation, deployment, operations and support of product and service offers from determining customer needs. When maturity models are in place, it is important not to forget the important role that measurement can play, being essential in organizations which intend to reach a high level in the maturity in their processes. This is demonstrated by observing the degree of importance that measurement activities have in maturity models. This chapter tackles the Business Process Maturity Model and the role that business measurement plays in the context of this model. In addition, a set of representative business process measures aligned with the characteristics of BPMM are introduced which can guide organizations to support the measurement of their business processes depending on their maturity.
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