Next steps model

How can an engagement maturity model clarify a firm’s next steps?


Successful management of complex processes requires a management process-control framework. Many organizations employ some form of quality controls.

Irrespective of a particular firm’s quality control protocol, all major and broadly adopted management process-control frameworks embrace the idea of capability or process maturity, typically defining five or six operating states.

Process Maturity Model for Engagement

The table below depicts five levels of process maturity for each of the four sets of engagement technologies. Most organizations will drive one of these sets further than the rest.

Dotted red lines denotes full process integration

In the figure above, the Red ••• line denotes full process integration, emphasizing the dynamic integration of data and process orchestration of the engagement cycle.

While many executives may find this model daunting, the model should clarify the next-step capability to development.