June 6, 2023

Which level of process management maturity is your organisation or department operating at?

Process management is a critical aspect of business operations that involves the design, execution, monitoring, and improving processes to achieve desired goals. As organisations strive to optimise their processes, assessing the maturity of their process management efforts is essential. This blog post will delve into the various maturity levels of process management, exploring the characteristics and benefits of each stage. Organisations can apply process management maturity levels at an organisation level or to individual departments such as IT.

Level 1: Ad-hoc 

At this stage, the organisation needs more formalised processes, and employees rely on individual experience and intuition to complete tasks. Processes are reactive, with little to no documentation or standardisation. This level is characterised by:

  • Inconsistent performance and outcomes
  • High dependence on individual expertise
  • Minimal focus on process improvement
  • Limited communication and collaboration

While organisations at this level may experience occasional success, they need help with scalability and adaptability due to the lack of structure and formalisation in their processes.

Level 2: Managed 

At this level, organisations have identified and documented their core processes. Basic process management practices are in place, and employees are starting to follow established procedures. Key characteristics include:

  • Process documentation and standardisation
  • More consistent performance and outcomes
  • Clear roles and responsibilities
  • Greater emphasis on communication and collaboration

Managed process management enables organisations to achieve better control over their operations, leading to improved performance and more predictable results.

Level 3: Defined 

Organisations at this stage have established formalised process management practices, which are integrated across the business. They are characterised by:

  • Comprehensive process documentation, including inputs, outputs, and key performance indicators (KPIs)
  • Regular process performance monitoring and measurement
  • Proactive process improvement initiatives
  • Integration of process management with other management systems

Defined process management allows organisations to achieve greater efficiency and effectiveness in their operations, driving continuous improvement and fostering a culture of excellence. Processes at this level will have clarity & transparency both at a departmental and organisation-wide level. 

Level 4: Quantitatively Managed 

At this level, organisations are using data and analytics to drive process improvements, optimising their operations based on quantitative metrics. This stage is characterised by:

  • Advanced performance measurement and analytics
  • Data-driven decision-making
  • Process benchmarking against industry standards or best practices
  • Integration of process management with business strategy

Quantitatively managed process management enables organisations to achieve a competitive advantage by leveraging data and insights to optimise their processes and drive innovation. Organisations at this level will experience better decision-making and achieve faster ROI from digital transformation.

Level 5: Optimising 

Organisations at this stage have achieved a culture of continuous improvement and innovation, where process management is deeply ingrained in the organisation’s fabric. Key characteristics include:

  • Wide commitment to process excellence
  • Proactive identification of process improvement opportunities
  • Focus on innovation and adoption of emerging technologies
  • Robust change management practices
  • A high level of agility and resilience

Optimising process management enables organisations to sustain high performance levels and adapt to changing market conditions, ensuring long-term success. Organisations will exhibit increased employee engagement with improved communication & trust. 


Understanding the maturity levels of process management can help your organisation or individual departments identify areas for improvement and develop strategies to advance their process management capabilities. By progressing through the maturity levels, your organisation and departments can achieve greater operational efficiency, innovation, and adaptability, ultimately driving business success.

Find out how we can help you improve your maturity levels and achieve greater IT efficiency