Towards the creation of a service delivery capability maturity model

D. Chicksand, D. Marshall, J. Rehme, A. Greasley, H. Walker

Research output: Unpublished contribution to conferenceUnpublished Conference Paperpeer-review


This paper describes the development of a Capability Maturity Model (CMM) for Service Delivery. The paper describes the use of the Delphi approach to enlist the help of 18 experts from around the world to provide guidance and a framework. A model is p roduced which incorporates 5 levels of performance across 4 key performance areas. The model has been successfully applied to 14 different o perations across the world . The Service Delivery Capability Maturity Model will enable m anagers to assess the performance of their Service Delivery organisation and help to drive improvements in this vital sector .
Original languageEnglish
Publication statusPublished - 1 Oct 2016
EventPOMS 2016 - Orlando, United States
Duration: 6 May 20169 May 2016


ConferencePOMS 2016
Country/TerritoryUnited States


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