Making Process Improvement Work for Service Organizations: A Concise Action Guide

A. Mapping Goals and Problems to CMMI

In the following example, the goals and problems from Example 1-3 are mapped to SEI CMMI service process area elements that will help. The mappings show selected Level 2 management and Level 3 service practices from CMMI. This organization did not have good work-management practices in place, so focus was placed on fundamental Level 2 improvements first. The Level 3 practices were used in later improvement cycles. The practices are defined in the next two sections of this appendix.

1. Goal: Achieve current event-planning commitments for fiscal year.

Problems:

• Problem 8: Event planners are not adequately consulted on the commitments given to them to verify that they are achievable.

• Problem 11: There is ...