Why assess operations and delivery maturity?
Operations is where strategy becomes reality. Customers experience your organisation through what it delivers: on time or late, consistent or variable, resilient or fragile. Operational maturity is what makes good performance repeatable instead of dependent on a few heroic individuals.
The models in this domain look at how work flows through the organisation and how well it holds up under pressure. Are projects and programmes governed in proportion to their risk? Is quality built in, or inspected at the end? Can the organisation keep running through disruption? Are suppliers managed as partners, or only when something goes wrong?
Where to start
- For delivery performance, start with Product / Service Delivery or Project & Programme Management.
- For resilience, Business Continuity & Resilience assesses whether you could keep critical services running through a serious disruption.
- For the supply side, use Procurement (choosing suppliers and agreeing contracts), Vendor & Supply Chain Management (running those relationships and keeping supply resilient) and Logistics & Distribution together for an end-to-end view.
- For change at scale, Digital Transformation looks beyond technology to strategy, customer experience, data, culture and skills.
- For how work flows, use Business Process Management to assess process ownership, measurement and improvement, and Agile & Ways of Working to assess how iteratively and adaptively teams work.
Operational assessments are most useful when they include the people who do the work day to day, as well as those who manage it.