Professional Documents
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The enabler evaluates a client's 'Current State' state across the dimensions Operational Strategy,
Process and Policy, People and Organization, Technology and Data, and Performance Management.
There are qualitative questions for each area from 'Basic' to 'Leading practice'. These can be customized
based on the client and the area of the business under review. This document must be used as the
starting point for any Maturity Model developed to support new Advisory services.
The sample data shown in the enabler is for a Finance-related engagement and should be modified /
updated to represent the client and scope of work.
Document details
Last Updated Date: 05-Dec-08
Document Version: V0.5
Point of Contact: U. Kleinsteuber
1. How to Use
General Instructions
Please read this sheet before starting working with the enabler.
The usefulness of the analysis results of the maturity model depends on the care and accuracy dedicated by the practitioner when entering the client's information in this enabler.
The instructions below set out in detail how each sheet in the workbook is to be used.
Do not change the structure of the single worksheet (insertion/deletion of rows/columns) since this could affect the functionality of this enabler.
The sample data shown in the enabler is for a Finance engagement and should be modified / updated to represent the client and scope of work.
Don't hide the "Hidden" sheet as that will prevent you to add rows on sheet 8.
Specific Instructions
Leading - The organization consistently demonstrates an organized and integrated approach to performance improvement including lessons learned, improvement targets (metrics refinement). The organization demonstrates rapid adaptability when
addressing change due to external forces or adopting new business or organizational models. Key words: Benchmarking; continuous improvement; adaptive to change
- The Maturity Model Framework is useful to assess the client’s current state situation, to drive the discussion and to primarily identify and prioritize areas of intervention. Should you need to build new questions; the framework will assist you in defining each
level relevant to the question posed.
- When developing other maturity models using this global template there are five design criteria to take into account: 1. There needs to be a clear and logical sequence of increasing 'capability' or capacity from left to right 2. Capability statements should be
as objective and precise as possible 3. Where possible avoid compound criteria or negative criteria within each statement 4. Leading practice statements should be supported by relevant experience illustrating the art of the possible 5. The scores for each
dimension (sheet 7) can be averages or weighted averages. If there are changes to the input questions the weighting needs to be taken into account.
- The five levels along the maturity continuum assist the user to understand which level the client wishes to reach. The framework also helps to determine the level of emphasis required in the Diagnose and Design Phases (if in scope of the engagement).
- Decide with the Ernst & Young team and with the client the level of importance (Column F) for each question of the questionnaire. Client involvement with this issue is crucial as the raw score's will differ from the weighted scores on this basis.
- Fill in the questionnaire together with the appropriate staff or fill it out at the end of a workshop based on the information gathered during interviews, workshops or any other client discussions.
- Each question is assigned a "value" that relates to the current state level of maturity: n/a=0, Basic=1, Developing=2, Established=3, Advanced=4 and Leading=5
- Each question also is assigned a "value" that relates to the "level of importance" (column E) : n/a =0, Less important=1, Important=2 and Very important=3, which is used
to compute a weighted score.
- The average Current State / Future State raw scores and weighted scores for each dimension (operational strategy, process & policy etc.) are calculated automatically.
- A level 5 rating is indicative of a leading company, and is somewhat rare. Even companies that may outperform their competitors may not exhibit all of the characteristics of a level 5 organization. There may be different approaches to meeting the criteria
across industries. When assessing ratings, whether level 5 or other levels, the rating should be supported by reasonable objective evidence.
- For each question there is a notes field. The purpose of the field is to capture verbal comments relating to the question for later use in the assessment (Column N).
- The objective is to have an assessment of the current state and desired future state. The maturity profile should be used together with a quantitative analysis (external benchmarking).
Additional Help Topics
How do I unprotect the file?
- This file has been protected to avoid any deletion of the formulas. To unprotect the file select Tools/ Protection/ Unprotect Sheet. No password will be required.
How do I add lines?
- Each operating model dimension has a yellow button called 'Add?'; click this button to add a blank formatted line to the bottom of the operating dimension.
Operational ►Driven by cost and efficiency ►Some integration with other functions and ►Senior executives relate performance issues to ►Optimized finance process performance ►Executives are directly involved in process
Strategy ►Functional integration only stakeholders process design flaws viewed as a competitive advantage enhancement
►Need for operational enhancement ►Operational enhancement is a regular agenda ►Senior executives drive operational ►Control and authority delegated to process ►Strategy formulation is driven by process
recognized but understanding is limited item at executive meetings enhancement and personally take part owners by senior executives capability
►Middle management drives operational ►Finance process improvement projects ►Resources allocated to performance ►Competitive advantage driven and shared
enhancement mandated and budget allocated improvement programs with stakeholders
Process & Policy ►Department focused finance processes ►Limited cross functional finance processes ►Finance process transitioned from functional to ►Finance process fully integrated with ►Process seamlessly integrated across
►Legacy design serves as context for ►Process inputs, outputs and stakeholders process focus enterprise processes and systems enterprise boundaries
enhancement documented ►End to end process design formally documented ►Formal SLA’s established between ►Formal SLA’s established with customers
►Enterprise wide standards and governance ►Enterprise wide standards and governance and published functional areas and suppliers
lacking established but is limited ►Enterprise wide standards and governance ►Continuous improvement program ►Electronic model of process and systems
established and published chartered established
People & ►Employees are able to name processes ►Understanding of other function needs and ►Employees trained on end to end process ►Employees can describe how their work ► Employees can explain extended enterprise
and key measures dependencies is limited ►Team work and self management form part of affects other processes and enterprise process and dependencies
Organization ► Employees look for signs that the process
►Team work is occasional with reliance on ►Informal/ part-time process owner role employee development performance and how their work compares to
“experts” ►Management performance tied to operational ►Process compliance audits indicate adherence benchmarks should change
►Management is accountable for results improvements to process ►Process owner spends significant time ► Process owner is a member of highest
►Local and functional level autonomy ►Hierarchical management structure ►Formal process owner role established optimizing and integrating process decision making authority
►Finance function centralized and organized ► Process owner derives rolling strategic plan
►Local and functional level autonomy limited ►Local and functional level autonomy eliminated
around process for finance process from enterprise strategy
Technology & ►Fragmented and legacy IT systems ►IT integration characterized by point-to-point ►IT architecture supports systems integration via ►Integrated enterprise performance ►Extended enterprise performance systems
Data support the process system interfaces services / middleware monitoring systems support continuous deployed
►IT integration exists in silos dedicated to ►Cross functional initiatives launched but have a ►IT performance is measured via defined service improvement ►IT systems and processes are resilient and
business functions (e.g., finance, operations, systems bias level agreements ►Systems to automate process execution adaptive to changes in business requirements
marketing) ►Data Governance is established and ►Data Governance is established between the across the enterprise
►Data management processes are defined coordinated across the IT function business (data ownership) and IT (data
and effective within IT management)
Performance ►Formal value derived measurement ►Basic cost and quality metrics deployed ►Metrics used to benchmark performance ►Metrics support and reinforce strategic ►Metrics used to measure extended
Management program not chartered ►Metrics tracked in order to drive performance ►End to end process metrics based on customer objectives enterprise performance
►Basic finance, cost and quality metrics improvement requirements ►Management use metrics to create ►Metrics and targets regularly reviewed
►Individual performance linked to enterprise awareness and motivate staff ►Metrics inform strategic planning
performance
Leading
ed to measure extended
erformance
d targets regularly reviewed
orm strategic planning
L1 Operational Strategy Process & Policy
ID Sub-Dimension ID Sub-Process
Note: Each of the above L2's may have 1 or more questions / measures (L3's)
People & Organization Technology & Data Performance Management
ID Sub-Process ID Sub-Process ID
e questions / measures (L3's). In this example each of the L2s has only 1 question
Performance Management
Sub-Process
Resources (financial and human) have been Executive compensation is aligned and based Finance executives are familiar both with
To what extent do members of the senior A finance senior executive endorses and Budget has been allocated for finance process assigned to a finance process improvement on a combination of organization and process business concepts and with the drivers of
OS Leadership
Ï 07 behaviour
finance team perform their own work around N/A N/A N/A invests in finance process operational improvement training and initiatives, and effort in pursuit of explicit stretch goals; performance; funding is available for process organization performance and can describe
process management? improvement. improvement projects have been mandated. managers who attempt to impede the program integration. Executive discussions of strategy how their work affects other processes and the
are appropriately disciplined. and operations are framed in process terms. organization's performance.
Standard charters have been drawn up for Finance employees have established working
Managers are willing to assign people to inter- project teams, and many people have Finance employees define their jobs in team relationships with counterparts in customers
To what extent is teamwork with internal
OS Teamwork Teamwork is project focused, occasional, and departmental teams, but only on a short-term experience working in such teams. Team terms and volunteer to assist team-mates; and suppliers and with internal stakeholders;
Ï 09 culture
stakeholders, customers and suppliers N/A N/A N/A
atypical. basis. behaviours and team success are recognized managers are willing to re-asses their domain’s relevant information is shared quickly and
demonstrated?
and rewarded. performance for larger goals. openly across and within the organization
boundaries.
A project team has recognized and named a All managers and many employees’ can
Core, enabling, and governing processes (and
How far does the organization process number of end-to-end, cross-functional describe the process model and where they fit The process model positions processes in the
OS The organization has identified some of the sub-processes) are depicted and inter-related
Ï 10
Process model model extend Finance and to what extent is N/A N/A N/A
finance processes.
processes that unlock value for external
in a graphical representation; senior executives
in it. Projects within Finance and other areas of context of multi-company processes. Strategy
the model used for strategy development? customers and support the management of the organization are organized around formulation is driven by process capabilities.
have formally endorsed the model.
value creation. processes.
The connection between customer satisfaction The full range of customer contact points with,
To what extent do finance employees focus The identities and needs of internal
There is a widespread belief that a customer and work activities has been established and is and expectations of, the organization has been
OS Customer on collaborating with internal stakeholders There is uncertainty and conflict about how to stakeholders and final customers have been
Ï 15 focus and suppliers to meet the needs of the final
N/A N/A N/A
meet customer's needs.
focus is important, but there is limited understood; finance employees frame tabulated and widely communicated; managers
determined and relevant metrics have been
appreciation of what that means. discussions in terms of internal stakeholder and and employees understand how their work
customer? deployed.
final customer impact. impacts other parts of the organization.
Individual performance objectives are centrally Individual performance objectives are clearly
Individual performance objectives are aligned Individual performance objectives are aligned
Individual performance objectives are not coordinated and aligned to the strategy and and measurably congruent with organizational
PO To what extent are staff and key functions to the strategy and objectives of the with the organization strategy are fully
Ï 03
Alignment
aligned to the objectives of the organization?
N/A N/A N/A aligned to the strategy and objectives of the
organization but not well understood,
objectives. However, individual performance
integrated and embedded into all individual
strategic objectives and coordinated across the
organization objectives are not fully integrated across the lines of defense in the most efficient and
communicated or coordinated processes and activities
organization’s lines of business effective manner possible
All Finance employees frequently support All Finance employees frequently support
Finance frequently supports decision making decision making on business cases being part decision making on business cases being part
Finance does not support decision making on Finance sometimes supports decision making
on business cases being part of of multidisciplinary teams (marketing, sales, of multidisciplinary teams (marketing, sales,
PO Decision To what extent does Finance support business cases and is not engaged in on business cases being part of
Ï 06 support decision making on business cases?
N/A N/A N/A
multidisciplinary teams (marketing, sales, multidisciplinary teams (marketing, sales,
multidisciplinary teams (marketing, sales, operations, etc). Even when policies do not operations, etc). Even when policies do not
operations, etc), but not all of the Finance require such, the Finance Function is frequently require such, the Finance Function is always
operations, etc) operations, etc)
employees participate invited to participate in projects and major invited to participate in projects and major
business decision making business decision making
The process owner role is formal, documented A significant amount of the process owner's The process owner sits on the organization
The process owner role is informal and may be
To what extent is the finance process owner The process owner is an individual or a group and announced, with responsibility and time is committed to the process. The process governance board/ management team. The
PO part-time; the role is usually filled by the
Ï 07
Authority a member of the organization's most senior N/A N/A N/A informally charged with improving the process's
functional manager with the largest role in the
authority for driving end-to-end process owner's rewards and compensation are based process owner is accountable and responsible
decision making authority? performance. improvement. A portion of process owner on process and interprocess performance and for inter-organization, end- to-end process
process.
compensation is tied to process performance. improvement goals. performance and improvements.
The process owner role is formal, documented A significant amount of the process owner's The process owner sits on the organization
The process owner role is informal and may be
The process owner is an individual or a group and announced, with responsibility and time is committed to the process. The process governance board/ management team. The
PO Process To what extent is the finance process owner part-time; the role is usually filled by the
Ï 12 ownership role defined?
N/A N/A N/A informally charged with managing the process's
functional manager with the largest role in the
authority for driving end-to-end process owner's rewards and compensation are based process owner is accountable and responsible
performance. improvement. A portion of process owner on process and interprocess performance and for extended organization, end- to-end process
process.
compensation is tied to process performance. improvement goals. performance and improvements.
PO To what extent is training and performance Personnel are not required to have personal Formal documented policies and procedures A recognition and reward program is in place A recognition and reward program is in place
Ï 15
Appraisal
appraisals conducted?
N/A N/A N/A
learning and development plans.
Informal learning plans exist.
require personnel to have learning maps. and is applied annually. and is applied throughout the year.
Well defined organizational structures are Well defined organizational structures are
The organizational structures are defined, aligned to the strategy and objectives, operate designed to meet the strategy and objectives,
Does the organizational structure support a
PO Organizational Organizational structures are not clearly Key organizational structures are defined, yet a aligned to the strategy and objectives, are efficiently and effectively and are consistently operate efficiently and effectively, are
Ï 16 structure
strong governance framework? N/A N/A N/A
defined number of informal structures remain understood and for the most part, operate deployed across boundaries. The impact of the consistently deployed across boundaries and
effectively organizational structure on risk and control is influence others within the sector and broader
considered on an informal basis business environment
Add ? Level of
ID Sub-Process Question Current State Future State Basic Developing Established Advanced Leading Comments
Importance
Formal process leadership establishes Process teams responsible for overall Inter-organization process teams own
Local and functional level authority / autonomy. Hierarchical mgmt. structure. Independent
PM priorities. Business cases drive projects. performance. Relevant process metrics performance. Relevant process metrics are
Ï 04
Controls To what extent are process metrics used? N/A N/A N/A No organization-wide standards or governance. functional department decisions. Limited
Process metrics tied to individual and team institutionalized as main performance used to measure bi-directional partner
No formal value measurement program organization-wide standards or governance
performance measures performance
Actual and targeted performance metrics are Finance process performance improvement
Metrics trigger finance function continuous
formally reported and managed. Metrics trigger discussions and projects are framed by Extended organization process performance
improvement or problem solving projects. A
Managers view finance process metrics to track and guide end-to-end process redesign and process metrics. Metrics are documented, metrics and targets are regularly reviewed with
limited linkage has been made between finance
PM To what extent do managers use process process performance, identify root causes of improvement projects. The finance processes electronically accessible, and actively reviewed stakeholders. Metrics form an established
Ï 06
Metrics
metrics in strategic planning?
N/A N/A N/A
faulty performance, and drive functional
function performance and overall process
have been formally benchmarked. Finance at all levels. Performance improvement projects process management process. Metrics and
performance. Some limited trending data is
improvements. function managers make use of process address interprocess dependencies; individual targets are reviewed regularly for strategy
available. Benchmarking is performed at the
performance metrics in conducting individual accountability and reward systems are tied to execution and strategic alignment.
finance function level.
performance reviews. process metrics.
Column D
Dimensions Current State Future State Current State
Operational Strategy 2.0 3.0 Future State
Process & Policy 2.0 3.0
People & Organization 3.0 4.0
Technology & Data 4.0 5.0 Operational Strategy
Performance Management 2.0 3.0
4
Performance Management 2 Process & Policy
0
Maturity Score
Dimensions Current State Future State Leading Practice Current State
Future State
Future State
Operational Strategy N/A N/A 5.0 Leading Practice
Leading
Process & Policy N/A N/A 5.0 4.0 Practice
People & Organization N/A N/A 5.0
Technology & Data N/A N/A 5.0 Operational Strategy
Performance Management N/A N/A 5.0 3.0
0
3.
Vertical Maturity Index N/A N/A 5.0 Performance Management Process & Policy
. 0
0
2.0
Vertical Maturity Index (%) N/A N/A 100.00%
0.0
Column D 5.0
5.0
Current State
Maturity Score
Dimensions Current State Future State Leading Practice Future State
Current State
Operational Strategy N/A N/A 5.0 Leading Practice Future State
Process & Policy N/A N/A 5.0 4.0 Leading
Practice
People & Organization N/A N/A 5.0
Technology & Data N/A N/A 5.0 Operational Strategy
Performance Management N/A N/A 5.0
3.0
0
3.
Vertical Maturity Index N/A N/A 5.0 Performance Management Process & Policy
0
0.
2.0
Vertical Maturity Index (%) N/A N/A 100.00%
0.0
Operational Strategy
Ref# Topic Description
Performance Management
Ref# Topic Description
Ï Question N/A N/A N/A Maturity 1 Maturity 2 Maturity 3