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.
- 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.
- Identify and manage some management processes also.
- 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 towards 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
- Percent 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.