Title: A novel model for business process maturity assessment through combining maturity models with EFQM and ISO 9004:2009

Authors: Mohsen Moradi-Moghadam; Hossein Safari; Meysam Maleki

Addresses: Faculty of Management, University of Tehran, Nasr Bridge, 6311-14155 Tehran, Iran ' Faculty of Management, University of Tehran, Nasr Bridge, 6311-14155 Tehran, Iran ' UNIDEMI, Mechanical and Industrial Engineering Department, Faculty of Science and Technology, Universidade Nova de Lisboa, 2829-516 Caparica, Portugal

Abstract: As stated by Van Looy et al. (2011) "The importance of business process management is pointed out in extensive literature. As its realisation is less straightforward, maturity models have been developed to gradually assess and improve business processes. However, the proliferation of maturity models confuses organisations. They have no overview of existing models and their differences, which makes an informed choice difficult." [Van Looy et al., (2011), p.5]. This paper presents a novel framework for assessing process maturity. This framework compares maturity models with the process audit of Michael Hammer. In order to develop the process audit, EFQM and ISO 9004:2009 are suggested; thereafter, criteria are graded by RADAR. Practitioners may benefit from the proposed framework to plan and execute process-based transformations.

Keywords: business process management; process implementation; business process maturity models; BPMMs; business processes; maturity assessment; EFQM; ISO 9004:2009; process audit; quality management.

DOI: 10.1504/IJBPIM.2013.054680

International Journal of Business Process Integration and Management, 2013 Vol.6 No.2, pp.167 - 184

Published online: 31 Jul 2014 *

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