Process Maturity

I have been continuing my development of the technical support and product returns process utilizing the BPMS tools and modeling via BPMN. I have begun to think about how I frame this level of model detail and the potential to have the process placed in an executable engine, in the context of our larger business process work. Process maturity has come to mind. I resurrected some of my old references to a process maturity model and noodled on how this current BPM work fits in.

5 Levels
1. Initial
2. Repeatable
3. Defined
4. Managed
5. Optimizing

What I am realizing is that BPMN is really a tool set and design approach that helps you systematically move to more mature process that are controlled, measured, automated, and predictable. It would seem that BPMS tools can help accelerate this process under the right conditions and leadership. It would allow you to quickly move through the first three stages and provide you the foundations and “knobs” needed to move through the last two.

Although, I can’t underestimate the human element; which I typically do! It is one thing to design a process, it is quite another to execute it effectively. A large part of maturing your processes is maturing and educating your people’s process management competence. In the past, I tended to underestimate the speed and eagerness of people to embrace these concepts. Concepts that seems so self evident to me, yet the stuff only works when those running the show really get it… and want it.