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Quality Management Maturity Model (QMMM)

Please note: This QMMM has been developed in support of the DE&S Project Review & Assurance initiative and is both immature and subject to change.

QUALITY MANAGEMENT MATURITY MODEL

STAGE Beginning Developing Performing High Performing Excelling

EVIDENCE

/BEHAVIOUR

Customer FocusCustomer requirementsnot fully understood.

Customer requirementsare identified but not fullyunderstood.

Customer requirementsare being satisfied.

Customer requirementsand expectations arebeing satisfied.

Customer requirementsand expectationsexceeded.

LeadershipOrganisation has noclear direction orpurpose.

Organisational vision,policies and strategicobjectives defined andpromulgated at seniormanagement level.

Awareness, andcommitment, throughoutthe organisation of visionand strategic objectives.

Organisation needsminimal leadership tomaintain purpose anddirection.

All areas of theorganisation contributingto leadership.

Involvement of PeoplePeople's abilities not

identified or recognised.

People's skills and

abilities being identified.

People's skills andabilities being used to the

benefit of theorganisation.

People's skills andabilities are matched to

organisational objectives.

People are fully involvedand their abilities are

used to the benefit of theorganisation.

Process ApproachProcess approach notadopted by theorganisation.

Understanding of thebenefits of processapproach. Key processesidentified.

Key processes identifiedand mapped. Processmetrics being identified.

All organisationalprocesses identified,mapped andperformance monitoringin place.

All activities and relatedresources are managedas a process.

System ApproachNo understanding ofinterrelated processes.

Key processes reviewedand interdependenciesidentified.

Interdependentprocesses mapped.

All interrelated processesare identified and beingmanaged.

Interrelated processesare subject to review andcoherence with strategicplanning.

Continual ImprovementContinual improvementnot being considered.

Continual improvementprocess beingdeveloped/implemented.

Continual improvementbeing applied to keyprocesses and benefitsmonitoring in place.

Evidence being

generated that continualimprovement is benefitingorganisational efficiencyand effectiveness.

Continual improvementculture embedded withinthe organisation andused as the cornerstoneof organisationalefficiency.

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QUALITY MANAGEMENT MATURITY MODEL

STAGE Beginning Developing Performing High Performing Excelling

Factual ApproachNo data and informationcollection process inplace.

Some data beingcollected but not beingused to influence

decision making.

Data being collectedagainst key process andbeing used to inform

decision making.

All decisions are basedon the analysis of dataand information.

Analysis and datacollection process beingused to predict futuretrends and governactions.

Supplier Relationships

Supplier treated as anoutside entity and notconsidered integral toorganisational efficiency.

Strategy being developedto involve Supplier withorganisational issues.

Supplier contributes tothe decision makingprocess but only acrossthe contractual boundary.

Supplier advice andopinions are soughtduring pre-contractphases.

Supplier is considered asa major stakeholder inthe team, whose viewsand opinions are soughtand valued.

Risks

Poor or unpredictableresults resulting from nosystematic or customerfocussed approach.

Loss of customerconfidence.

Dissatisfaction amongstthe team.

Inefficient processes.

Decisions made on thebasis of limitedinformation.

Full use of supplier skillsnot being made.

Continual improvementprocess lapses.

Stagnation.

Complacency.

Benefits None !!

Customer focusbecoming prevalent.

Organisational objectivesgenerated.

Understanding oforganisational efficiency.

Staff committed toorganisational vision andobjectives.

Staff abilities recognisedand used to maximumorganisational effect.

Continual improvementprocess generatingresults.

Satisfied customer.

Effective control ofbusiness process.

Decision making basedon factual information.

Delighted customer.Full involvement andcommitment of all theteam.

Continuous improvementprocess results inmaximum organisationalefficiency.