The document summarizes the Business Process Maturity Model (BPMM) which is used to assess an organization's process maturity. It discusses the five levels of the BPMM framework - initial/ad hoc, managed, standardized, predictable, and innovating. Higher maturity levels are associated with improved organizational performance, reduced rework, increased productivity and benefits. The BPMM provides a structured approach for organizations to measure, improve and manage their business processes.

3. Open Standards Frameworks Focus © Capability Measurement 2006,2007 All Rights Reserved

4. Executive “Process Health” Workforce Talent: current Baseline: ? Target: ? Customers NPS? current Process ability: current Baseline: ? Target ? Renewal rate: current Baseline: ? Target ? Baseline: ? Target ? © Capability Measurement 2006,2007 All Rights Reserved

5. Management Visibility © Capability Measurement 2006,2007 All Rights Reserved In Out Level 1 In Out Level 2 In Out Level 3 In Out Level 4 In Out Level 5

7. Evidence of Low maturity-Configuration Tools whose current states are tightly linked must be controlled © Capability Measurement 2006,2007 All Rights Reserved The tools that support work must be consistent with each other ≠ ≠ ≠ Training Process maps Forms Systems

9. Absence of end to end capability In Out Immature Products Fixed Date, Budget Vague Requirements Defects Deferred Items Ineffective Execution of Product Strategy Customer Dissatisfaction Liquidated Damages Increased Service Calls Increased Rework The hidden costs grow from project to project © Capability Measurement 2006,2007 All Rights Reserved Technology Solutions Sales AD and SI Client Services Technology Services

10. Leads to Huge Costs In Out Immature Products Fixed Date, Budget Vague Requirements Defects Deferred Items Ineffective Execution of Product Strategy Customer Dissatisfaction Liquidated Damages Increased Service Calls Increased Rework Scope Containment Enterprise Cost Model Corporate Product Strategy © Capability Measurement 2006,2007 All Rights Reserved Technology Solutions Sales Systems Integration Client Services Technology Services

11. The Five Maturity Levels Repeatable practices Standardized best practices Quantitatively managed practices Continuously improving practices © Capability Measurement 2006,2007 All Rights Reserved Level 1 Initial Inconsistent management Level 2 Managed Work unit management Level 3 Standardized Business line management Level 4 Predictable Capability management Level 5 Innovating Change management

12. How the BPMM Works © Capability Measurement 2006,2007 All Rights Reserved Level 5 Innovating Implement continual proactive improvements to achieve business targets Capable processes Perpetual innovation Change management Level 4 Predictable Manage process and results quantitatively and exploit benefits of standardization Predictable results Reuse/knowledge mgt. Reduced variation Level 3 Standardized Develop standard processes, measures, and training for product & service offerings Productivity growth Effective automation Economies of scale Level 2 Managed Build disciplined work unit management to stabilize work and control commitments Reduced rework Repeatable practices Satisfied schedules Level 1 Initial Motivate people to overcome problems and just “get the job done” Mistakes, bottlenecks Ad hoc methods Hero worship

13. Structure of the BPMM Maturity Levels Level 2 Process Areas Work Unit Requirements Mgt. Goals Work Unit Requirements Mgt. Practices © Capability Measurement 2006,2007 All Rights Reserved Level 1 Level 2 — Managed Level 3 Level 4 Level 5 Organizational Business Governance Process and Product Assurance Work Unit Change Management Sourcing Management Work Unit Performance Work Unit Monitoring & Control Work Unit Planning and Commitment Work Unit Requirements Mgt . Organizational Process Leadership InG: Process is institutionalized SG2: Requirements baseline is maintained SG1: Requirements are identified and evaluated In 5: Objectively assure adherence In 4: Control the process In 3: Provide knowledge and skills In 2: Plan the process In 1: Describe the process SP 6: Conduct regular requirements review SP 5; Maintain agreed to requirements SP 4: Negotiate requirements SP 3: Evaluate requirements for implementation SP 2: Clarify requirements SP1: Identify requirements

14. Institutionalizing Practices “ The practices for [process_area] are institutionalized. ” Process Area Specific Practices (Implementation) © Capability Measurement 2006,2007 All Rights Reserved Monitoring & Control Process Assurance Process Planning Skills & Training Process Description

15. Level 2 Process Areas Work Unit Requirements Management © Capability Measurement 2006,2007 All Rights Reserved People Work unit members Executives Managers Work Unit Planning and Commitment Work Unit Monitoring and Control Work Unit Performance Sourcing Management Process and Product Assurance Work Unit Change Management Organizational Process Leadership Organizational Business Governance

17. Level 3 Process Areas © Capability Measurement 2006,2007 All Rights Reserved Work unit members Managers People Product and Service Preparation Product and Service Deployment Product and Service Operation Product and Service Support Product and Service Management Organizational Process Management Organizational Competency Management Organizational Resource Management Configuration Management

18. BPMM integration with core processes Source: BPTrends.com (search for “Alden”)

19. Process Performance Management End to End BPMM KPIs Business KPIs Appraisal, Survey & Tracking Process Capability BPMI Executive Governance & Strategy Team © Capability Measurement 2006,2007 All Rights Reserved Tracking Enablement Processes

21. Level 3: Predictive measurement Work Unit 1 B Work Unit 2 B Work Unit 3 B Work Unit 4 B Work Unit 5 B Work Unit 1 A Work Unit 2 A Work Unit 3 A Work Unit 4 A Work Unit 5 A Workflow A Workflow B Outcomes © Capability Measurement 2006,2007 All Rights Reserved Standard Process This is a process description derived from the local method of doing it Process Asset Library Tailoring Guidelines for Standard Processes Defined process Offering A Defined process Offering B

22. Dramatic Improvements with standards *Based on Bill Curtis extrapolations of SEI certified and other published research © Capability Measurement 2006,2007 All Rights Reserved >4X 3-4X 2X 1.5X X Productivity > 30% 90+% 1/10 X + 3% 6% Level 4 > 50% occasional negligible negligible Component reuse 99% 80% 60% < 30% Pretest defect detection 1/100 X 1/4 X ½ X X Delivered defects + 1% + 5% + 10% to + 20% +30% to >100% Estimating accuracy 3% 10% 20% 40% Rework Level 5 Level 3 Level 2 Level 1 Baseline Benefit