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Fuzzy process maturity model for service enterprise

Stachowiak Agnieszka, Werner-Lewandowska Karolina, Cyplik Piotr, Skowrońska-Domańska Agata

LogForum

2023

Vol. 19, no. 4

627--640

Background: The purpose of this article is to present a model of process maturity assessment dedicated to service enterprises. The model developed is validated in a company in the development services sector. Methods: The implemented research methodology includes literature analysis, expert research, fuzzy set theory, and a case study. Results: The results indicate that the developed model provides a solid and practical diagnostic tool, based on a fuzzy index to measure the process maturity of a service company. Conclusions: The proposed model may have practical implications for the assessment of process maturity in the service sector. It will allow a diagnosis of the current state and will indicate the direction of further improvement in process management. From an epistemological perspective, the proposed model fills the research gap in the field of maturity models dedicated to service enterprises and extends knowledge on adapting fuzzy set theory to assessing process-orientated maturity of enterprises. The originality of the proposed approach results mainly from the research object that was used to validate the model.