A list of activities which principal objective is to use quantitative information (obtained with measurement activities) to guide management decisions. Moreover, they involve planning and preparing for measurement, specifying the measures and measurement activities and performing them. Later, measurement results are studied to offer utility for organizations. Examples of the types of analyses that are performed include: a) estimation to support planning, b) analyzing feasibility of plans and alternatives, c) monitoring work performance, and d) monitoring performance of products, (BPMM, 2007).
Published in Chapter:
Measurement and Maturity of Business Processes
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
DOI: 10.4018/978-1-60566-288-6.ch024
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.