Interactions among process improvement, business process, and information technology process maturities in corporate information technology organizations.

摘要

Different forms of process maturity within the information technology field were studied in order to develop a model of process maturity interactions, the use of which might help improve the focus and yield of process improvement investments. The study was focused on asking what IT organizations at different levels of process maturity did to improve their processes, and what involved IT professionals thought about these improvement initiatives in their organizations. A grounded theory research design was used involving interviews, discussions, and on-site observation with respondent cohorts drawn from two IT organizations; iterated with analysis using concept mapping of interview transcripts and observation notes, and affinity analysis of resulting concepts and keyword lists. Key variables were identified in the study, the improved interaction of which might help improve the yield and outcomes of efforts aimed at implementing process improvement and information technology maturity improvement, separately or together. The key variables include management's inflexibility toward implementation, levels of forgivingness toward underachievement in the culture, and alignment and appropriateness of the models implemented. Change initiatives that address the interactions defined in this model can result in a better optimized combination of higher quality, lower cost, reduced risk exposure, and positive outcomes for organizations. For the people who work in those organizations, addressing these interactions can lead to lower stress levels, higher job satisfaction, and improved quality of work life.