Defining business process maturity. A journey towards excellence

被引：95
作者：
Van Looy, Amy [1 ,2 ]
De Backer, Manu [1 ,2 ,3 ,4 ]
Poels, Geert [2 ]
机构：
[1] Univ Coll Ghent, Dept Informat & Management, Fac Business Adm & Publ Adm, Ghent, Belgium
[2] Univ Ghent, Fac Econ & Business Adm, Dept Management Informat Sci & Operat Management, B-9000 Ghent, Belgium
[3] Univ Antwerp, Fac Appl Econ, Dept Management Informat, B-2020 Antwerp, Belgium
[4] Katholieke Univ Leuven, Fac Business & Econ, Dept Management Informat, Louvain, Belgium
来源：
TOTAL QUALITY MANAGEMENT & BUSINESS EXCELLENCE | 2011年 / 22卷 / 11期
关键词：
business process maturity; business process capability; business process management; business process orientation; continuous improvement; process excellence; business excellence; PROCESS ORIENTATION; MANAGEMENT;
D O I：
10.1080/14783363.2011.624779
中图分类号：
C93 [管理学];
学科分类号：
12 ; 1201 ; 1202 ; 120202 ;
摘要：
Organisations are increasingly focusing on their business processes (BPs) to excel. Since the journey towards process excellence is challenging, various authors have proposed a business process maturity model (BPMM) to gradually improve maturity and capability. Nonetheless, a comprehensive definition for BPMM, maturity and capability is missing. Moreover, the differences between maturity and capability are frequently neglected. Therefore, this study elaborates on the lacking foundation. In particular, a thorough literature study is conducted to address three gaps regarding the BPMM scope, terminology and design. It reveals six basic BPMM components within a BP lifecycle (scope gap): (1) modelling, (2) deployment, (3) optimisation, (4) management, (5) culture and (6) structure. Their overall growth refers to maturity, whereas the growth of an individual component includes capability (terminology gap). To increase its usability, a BPMM gives guidance on both assessing and improving BPs (design gap). The findings allow clear communication about BPMMs, and new models based on the identified components. This unambiguous understanding helps to avoid confusion and inappropriate assumptions in the BP literature. Future research will further validate the definitions by comparing BPMMs.
引用
收藏
页码：1119 / 1137
页数：19
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