企业成熟度及流程成熟度模型.docx

企业成熟度及流程成熟度模型.docx

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企业成熟度及流程成熟度模型

企业成熟度及流程成熟度

一、企业成熟度

英文E1E2E3E4

Leadership

Awareness

Theenterprise'sseniorexecutiveteamrecognizestheneedtoimproveoperationalperformancebuthasonlyalimitedunderstandingofthepowerofbusinessprocesses

Atleastoneseniorexecutivedeeplyunderstandsthebusinessprocessconcept,howtheenterprisecanuseittoimproveperformance,andwhatisinvolvedinimplementingit.

Theseniorexecutiveteamviewstheenterpriseinprocesstermsandhasdevelopedavisionoftheenterpriseanditsprocesses

Theseniorexecutiveteamseesitsownworkinprocesstermsandperceivesprocessmanagementnotasaprojectbutasawayofmanagingthebusiness.

Alignment

Theleadershipoftheprocessprogramliesinthemiddlemanagementranks

Aseniorexecutivehastakenleadershipof,andresponsibilityfor,theprocessprogram.

Thereisstrongalignmentintheseniorexecutiveteamregardingtheprocessprogram.Thereisalsoanetworkofpeoplethroughouttheenterprisehelpingtopromoteprocessefforts.

Peoplethroughouttheenterpriseexhibitenthusiasmforprocessmanagementandplayleadershiprolesinprocessefforts

Behavior

Aseniorexecutiveendorsesandinvestsinoperationalimprovement

Aseniorexecutivehaspubliclysetstretchperformancegoalsincustomertermsandispreparedtocommitresources,makedeepchanges,andremoveroadblocksinordertoachievethosegoals.

Seniorexecutivesoperateasateam,managetheenterprisethroughitsprocesses,andareactivelyengagedintheprocessprogram.

Themembersoftheseniorexecutiveteamperformtheirownworkasprocesses,centerstrategicplanningonprocesses.,anddevelopnewbusinessopportunitiesbasedonhigh-performanceprocess

Style

Theseniorexecutiveteamhasstartedshiftingfromatop-down,hierarchicalstyletoanopen,collaborativestyle

Theseniorexecutiveteamleadingtheprocessprogramispassionateabouttheneedtochangeandaboutprocessasthekeytoolforchange

Theseniorexecutiveteamhasdelegatedcontrolandauthoritytoprocessownersandprocessperformers

Theseniorexecutiveteamexercisesleadershipthroughvisionandinfluenceratherthancommandandcontrol

Culture

Teamwork

Teamworkisprojectfocused,occasional,andatypical.

Theenterprisecommonlyusescross-functionalprojectteamsforimprovementefforts

Teamworkisthenormamongprocessperformersandiscommonplaceamongmanagers

Teamworkwithcustomersandsuppliersiscommon-place

CustomerFocus

Thereisawidespreadbeliefthatcustomerfocusisimportant,butthereislimitedappreciationofwhatthatmeansThereisalsouncertaintyandconflictabouthowtomeetcustomers'needs.

Employeesrealizethatthepurposeoftheirworkistodeliverextraordinarycustomervalue

Employeesunderstandthatcustomersdemanduniformexcellenceandaseamlessexperience

Employeesfocusoncollaboratingwithtradingpartnerstomeettheneedsoffinalcustomers.

Responsibility

Accountabilityforresultsrestswithmanagers.

Frontlinepersonnelbegintotakeownershipofresults

Employeesfeelaccountableforenterpriseresults.

Employeesfeelasenseofmissioninservingcustomersandachievingever-betterperformance

AttitudeTowardChange

Thereisgrowingacceptanceintheenterpriseabouttheneedtomakemodestchange

Employeesarepreparedforsignificantchangeinhowworkisperformed

Employeesarereadyformajormultidimensionalchange

Employeesrecognizechangeasinevitableandembraceitasaregularphenomenon

Expertise

People

Asmallgroupofpeoplehasadeepappreciationforthepowerofprocesses.

Acadreofexpertshasskillsinprocessredesignandimplementation,projectmanagement,communications,andchangemanagement

Acadreofexpertshasskillsinlarge-scalechangemanagementandenterprisetransformation

Substantialnumbersofpeoplewithskillsinprocessredesignandimplementation,projectmanagement,programmanagement,andchangemanagementarepresentacrosstheenterpriseAformalprocessfordevelopingandmaintainingthatskillbaseisalsoinplace

Methodology

Theenterpriseusesoneormoremethodologiesforsolvingexecutionproblemsandmakingincrementalprocessimprovements

Processredesignteamshaveaccesstoabasicmethodologyforprocessredesign

Theenterprisehasdevelopedandstandardizedaformalprocessforprocessredesignandhasintegrateditwithastandardprocessforprocessimprovement

Processmanagementandredesignhavebecomecorecompetenciesandareembeddedinaformalsystemthatincludesenvironmentscanning,changeplanning,implementation,andprocess-centeredinnovation

Governance

Processmodel

Theenterprisehasidentifiedsomebusinessprocesses.

Theenterprisehasdevelopedacompleteenterpriseprocessmodel,andtheseniorexecutiveteamhasacceptedit

Theenterpriseprocessmodelhasbeencommunicatedthroughouttheenterprise,isusedtodriveprojectprioritization,andislinkedtoenterprise-leveltechnologiesanddataarchitectures

Theenterprisehasextendeditsprocessmodeltoconnectwiththoseofcustomersandsuppliers.Italsousesthemodelinstrategydevelopment

Accountability

Functionalmanagersareresponsibleforperformance,projectmanagersforimprovementprojects

Processownershaveaccountabilityforindividualprocesses,andasteeringcommitteeisresponsiblefortheenterprise'soverallprogresswithprocesses

Processownersshareaccountabilityfortheenterprise'sperformance

Aprocesscounciloperatesastheseniormostmanagementbody;performersshareaccountabilityforenterpriseperformance;andtheenterprisehasestablishedsteeringcommitteeswithcustomersandsupplierstodriveinterenterpriseprocesschange

Integration

Oneormoregroupsadvocateandsupportpossiblydistinctoperationalimprovementtechniques

Aninformalcoordinatingbodyprovidesneededprogrammanagementwhileasteeringcommitteeallocatesresourcesforprocessredesignprojects.

Aformalprogrammanagementoffice,headedbyachiefprocessofficer,coordinatesandintegratesallprocessprojects,andaprocesscouncilmanagesinterprocessintegrationissues.Theenterprisemanagesanddeploysallprocessimprovementtechniquesandtoolsinanintegratedmanner

Processownersworkwiththeircounterpartsincustomerandsupplierenterprisestodriveinterenterpriseprocessintegration

中文

Leadership

领导力

Awareness

了解

Theenterprise'sseniorexecutiveteamrecognizestheneedtoimproveoperationalperformancebuthasonlyalimitedunderstandingofthepowerofbusinessprocesses

企业高管层意识到有必要改善运营业绩，但对业务流程的作用的认识有限。

Atleastoneseniorexecutivedeeplyunderstandsthebusinessprocessconcept,howtheenterprisecanuseittoimproveperformance,andwhatisinvolvedinimplementingit.

至少有一名高管深入理解业务流程概念，知道企业可以如何用业务流程来提高绩效以及流程实施会涉及哪些方面。

Theseniorexecutiveteamviewstheenterpriseinprocesstermsandhasdevelopedavisionoftheenterpriseanditsprocesses

高管层从流程角度来审视企业，并为企业及其流程制定了愿景。

Theseniorexecutiveteamseesitsownworkinprocesstermsandperceivesprocessmanagementnotasaprojectbutasawayofmanagingthebusiness.

高管层从流程角度来审视自己的工作，并将流程管理视为管理企业的一种方式，而不仅仅是一个项目。

Alignment

协调

Theleadershipoftheprocessprogramliesinthemiddlemanagementranks

由中层管理层人员领导流程项目力

Aseniorexecutivehastakenleadershipof,andresponsibilityfor,theprocessprogram，

由高管来领导流程项目，并对此负责

Thereisstrongalignmentintheseniorexecutiveteamregardingtheprocessprogram.Thereisalsoanetworkofpeoplethroughouttheenterprisehelpingtopromoteprocessefforts.

高管层对流程项目的看法高度一致。

企业各层都有许多员工协助推动流程再造。

Peoplethroughouttheenterpriseexhibitenthusiasmforprocessmanagementandplayleadershiprolesinprocessefforts

企业各级员工都对流程管理表现出极大热忱，并在流程再造中发挥领导作用。

Behavior

行为

Aseniorexecutiveendorsesandinvestsinoperationalimprovement

由一位高管支持并适当参与流程改进

Aseniorexecutivehaspubliclysetstretchperformancegoalsincustomertermsandispreparedtocommitresources,makedeepchanges,andremoveroadblocksinordertoachievethosegoals.

由一位高管从客户利益出发已经公开设定长远的流程绩效目标，并准备投入资源，进行深刻变革，排除障碍，以达成这些目标。

Seniorexecutivesoperateasateam,managetheenterprisethroughitsprocesses,andareactivelyengagedintheprocessprogram.

高管们以团队形式开展工作，通过流程管理企业，并积极参与流程项目。

Themembersoftheseniorexecutiveteamperformtheirownworkasprocesses,centerstrategicplanningonprocesses.,anddevelopnewbusinessopportunitiesbasedonhigh-performanceprocess

高管层成员以流程方式开展自己的工作，以流程作为战略规划的重心，并在高绩效流程的基础上发掘新的商业机会

Style

风格

Theseniorexecutiveteamhasstartedshiftingfromatop-down,hierarchicalstyletoanopen,collaborativestyle

该高管层开始由自上而下的层级管理风格向开放、合作的风格转变

Theseniorexecutiveteamleadingtheprocessprogramispassionateabouttheneedtochangeandaboutprocessasthekeytoolforchange

领导流程项目的高管深信变革的必要性并将流程作为变革的关键工具。

Theseniorexecutiveteamhasdelegatedcontrolandauthoritytoprocessownersandprocessperformers

高管层将控制权和职权授予流程负责人和流程执行者

Theseniorexecutiveteamexercisesleadershipthroughvisionandinfluenceratherthancommandandcontrol

高管层通过愿景和影响力而不是命令和控制来发挥其领导力

Culture

文化

Teamwork

团队合作

Teamworkisprojectfocused,occasional,andatypical.

团队合作只见于项目工作中，其他场合很少进行并非常规活动。

Theenterprisecommonlyusescross-functionalprojectteamsforimprovementefforts

企业内普遍采用跨职能项目小组以实施改进项目

Teamworkisthenormamongprocessperformersandiscommonplaceamongmanagers

团队合作是流程执行者惯常方式，在管理者中间也是司空见惯。

Teamworkwithcustomersandsuppliersiscommonplace

与客户、供应商进行团队合作已是屡见不鲜

CustomerFocus

客户至上

Thereisawidespreadbeliefthatcustomerfocusisimportant,butthereislimitedappreciationofwhatthatmeansThereisalsouncertaintyandconflictabouthowtomeetcustomers'needs.

员工普遍认识到客户至上的重要性，但对于其内在含义却不甚了解，在如何满足顾客的需求问题上也存在不确定性和意见分歧。

Employe