MATURITY MODEL AS FOUNDATIONS OF A SME PROCESS MANAGEMENT DIAGNOSIS

Abstract

Business process management and maturity models are receiving special academic interest as a key tool for evaluating, recognizing where and how to move forward, improving resource use, and achieving distinctive capabilities. In the actual complex and dynamic environment, SMEs can resort to raising the maturity of their process management systems as a means to support their business development and confront context instability with internal strengthening. The business process maturity model proposed by Fisher provides a balance between a simple representation and a sufficient degree of detail for use in SME.
This research uses this model to obtain a diagnosis in three case studies and confirm the hypotheses raised where it is stated that organizations certified under ISO 9001:2015 obtain higher levels of maturity in their process management system. A statistical test of comparison of means found significant differences between companies, confirming the hypothesis. It is concluded that the success factors of process management established and the use of business process maturity models integrated into management systems under quality standards are useful.