Focus on Process Maturity for Optimal Health

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Processes require structured audits to evaluate their relative health and to identify critical gaps in understanding, factors that impact the performance, and pinpoint substantive areas for improvement. A well-designed process audit uses a clear process maturity model (PMM) with core criteria and domains to objectively assess and understand the performance of a business process consistently and objectively.

I recently talked to National Broadband Network’s (NBN Co) Indrajit Ray, process transformation senior on the topic of process maturity.

How do you define process maturity?

At NBN Co, process maturity measured how processes were australia mobile numbers list used to deliver business performance and meet scale targets—in other words achieve process excellence. The process maturity framework was based upon what was known in NBN Co as the 6 steps of Business Process Excellence.

Process documentation and implementation
Process ownership
Process performance measures
Process performance review
Innovation and continuous improvement
Risk and control
The process maturity program sought to embed the mindset, skillet, and behaviors for Business Process Excellence.

What was the impetus for embarking on your process maturity journey?

In 2014, newly appointed NBN Co CEO, Bill Morrow, introduced a new focus for the organization with effective process management at its core. Using process management, key gaps were identified and addressed. Roles and accountabilities became clearer, and leaders were now held much more accountable to deliver KPIs and the means to improve them. 

To understand how well this was being lived day-to-day, process maturity assessments were introduced to effectively assess teams and their leaders on how well they understood their processes and how well they were working up and down stream to improve them for the benefit of customers.