Scope of Implementation
Establish the breadth of processes to be managed. This is guided by the organizational context—for example, by the structure, strategies, priorities, and culture of the organization.
Improvement Planning
Practices-Outcomes-Metrics (POM)
Representative POMs are described for Scope of Implementation at each level of maturity.
- 1Initial
- Practice
- Identify and define high-risk processes.
- Outcome
- Understanding of roles and responsibilities is increased and audit findings are reduced.
- Metric
- Number of compliance incidents per time period.
- 2Basic
- Practice
- Identify and manage both the high-risk and some key operational processes.
- Outcome
- The organization's most important processes receive increased attention.
- Metrics
- List of high-risk and key operational processes that are identified and managed.
- Total cost of incidents.
- 3Intermediate
- Practices
- Identify and manage all high-priority risk, compliance, and operational processes.
- Some management processes also identified are managed.
- Outcome
- Severe and major incidents are reduced.
- Metrics
- Total reportable incident rate.
- Costs of incidents by type.
- Practice
- Identify and periodically review for improvement, the key process interfaces with customers and suppliers.
- Outcome
- Disconnects and other problems with customers and suppliers are reduced.
- Metrics
- Customer satisfaction levels.
- Supplier survey ratings on ease of business conduct.
- 4Advanced
- Practice
- Manage all processes organization-wide.
- Outcome
- Process-oriented thinking is part of the organization's culture.
- Metric
- Customer, supplier, partner, management, and workforce satisfaction ratings and feedback on the value of the organization's process management efforts.
- Practice
- Specify and formally manage the process interfaces with customers and suppliers.
- Outcome
- Disruptions and inconveniences involving customers and suppliers reduce toward zero.
- Metric
- Number and type of incidents associated with customer and supplier interfaces.
- 5Optimized
- Practice
- Manage all processes, at a level of intensity that is proportional to their importance to the organization.
- Outcome
- Process priorities are understood by the entire workforce.
- Metric
- Percentage of processes managed at each defined intensity level.
- Practice
- Manage all processes that extend across the business ecosystem i.e. those that extend into supplier, customer, partner, and regulatory organizations.
- Outcome
- Rigorous attention to operational and strategic interfaces with customers, suppliers, partners, and regulators is recognized as a competitive advantage.
- Metric
- Number of agreements with customers, suppliers, partners, and regulatory organizations for integrated management of processes.