1. UNIVERSITY OF MARYLAND CENTER FOR ADVANCED TRANSPORTATION TECHNOLOGY Organizational Maturity Prepared for the Operations Summit by Philip J. Tarnoff

2. UNIVERSITY OF MARYLAND CENTER FOR ADVANCED TRANSPORTATION TECHNOLOGY Agenda What is organizational maturity? History of the concept Relationship to the transportation community Application to incident management Application to transportation organizations (Lockwood)

3. UNIVERSITY OF MARYLAND CENTER FOR ADVANCED TRANSPORTATION TECHNOLOGY Organizational Maturity – What is it? A technique for evaluating the effectiveness of an organization’s processes Defined in terms of five levels Objectives include: –Repeatability –Effectiveness –Performance measurement –Optimization

4. UNIVERSITY OF MARYLAND CENTER FOR ADVANCED TRANSPORTATION TECHNOLOGY Organizational Maturity – What it isn’t It is NOT another quality initiative (TQM, ISO9000, etc.) It is NOT a prescriptive approach defining processes to be followed It is NOT a directive from external organizations or senior management It IS a way of “getting your act together”

5. UNIVERSITY OF MARYLAND CENTER FOR ADVANCED TRANSPORTATION TECHNOLOGY Maturity Levels Incomplete Performed Managed Established Predictable Level 0 Level 1 Level 2 Level 3 Level 4 Disorganized Ad hoc operation. Relationships not coordinated Processes fully documented & staff trained Fully coordinated operation. Performance data systematically collected and applied Strong sense of teamwork, with full understanding of processes and performance objectives Most of today’s agencies Goal for the future

6. UNIVERSITY OF MARYLAND CENTER FOR ADVANCED TRANSPORTATION TECHNOLOGY Interpretation of Levels LevelNameCharacteristics 1IncompleteAd hoc processes 2PerformedProcedures defined & tracked 3Managed Process is managed & measured 4EstablishedContinuous analysis

7. UNIVERSITY OF MARYLAND CENTER FOR ADVANCED TRANSPORTATION TECHNOLOGY Identifying a Level CharacteristicLevel 1Level 2Level 3Level 4 People Process Technology Measurement

8. UNIVERSITY OF MARYLAND CENTER FOR ADVANCED TRANSPORTATION TECHNOLOGY Maturity Rules Level determined by the weakest characteristic Levels cannot be skipped Levels determined using an appraisal process Process should: –Involve all management levels –Be collaborative –Actionable Observe non-attribution of data

9. UNIVERSITY OF MARYLAND CENTER FOR ADVANCED TRANSPORTATION TECHNOLOGY An Interesting History Developed by Carnegie Mellon U. (CMU) Known as the Capability Maturity Model (CMM) Developed for IT projects CMM funded by DoD Adopted by more than 30 organizations

10. UNIVERSITY OF MARYLAND CENTER FOR ADVANCED TRANSPORTATION TECHNOLOGY CMM Family Tree Service Delivery Acquisition IT Development CMM

11. UNIVERSITY OF MARYLAND CENTER FOR ADVANCED TRANSPORTATION TECHNOLOGY Planting a Second Tree Service Delivery Acquisition IT Development CMM For DOTs

12. UNIVERSITY OF MARYLAND CENTER FOR ADVANCED TRANSPORTATION TECHNOLOGY Impacts of CMM on IT Projects

13. UNIVERSITY OF MARYLAND CENTER FOR ADVANCED TRANSPORTATION TECHNOLOGY Improvements for Systems Integration Projects Performance CategoryMedian Improvement Cost34% Schedule60% Productivity61% Quality48% Customer Satisfaction14% Benefit Cost Ratio4:1

14. UNIVERSITY OF MARYLAND CENTER FOR ADVANCED TRANSPORTATION TECHNOLOGY Incident Management Objectives If an incident occurred today… 1)It would be managed the same way tomorrow 2)Effective response would be assured 3)Everyone would work as a team 4)Participation of key individuals would not be required 5)The agency would never be “caught by surprise” (e.g. evacuations)

15. UNIVERSITY OF MARYLAND CENTER FOR ADVANCED TRANSPORTATION TECHNOLOGY Application to Incident Management CharacteristicLevel 1Level 2Level 3Level 4 People Fire fighting Uncoordinated Trained Expectations understood Work as integrated teams Strong sense of teamwork Process Few stable processes Processes documented and stable Integrated with other organizational processes Understood & systematically improved Technology Intro of new technology is risky Technology used to support stable activities New technologies evaluated qualitatively New technologies are evaluated quantitatively Measurement Ad Hoc data collection Performance measured selectively Performance systematically measured for all processes Data used to understand and improve the process

16. UNIVERSITY OF MARYLAND CENTER FOR ADVANCED TRANSPORTATION TECHNOLOGY Achieving a Higher Maturity Level Step 1: Form a Maturity group (involve senior management) Step 2: Agree on business objectives Step 3: Agree on a reference model (matrix) Step 4: Formally appraise existing system Step 5:Define actionable appraisal results for moving to the next level

17. UNIVERSITY OF MARYLAND CENTER FOR ADVANCED TRANSPORTATION TECHNOLOGY Closing Thoughts Don’t forget the key principles: –Confidentiality –Non-attribution of data –Collaboration Preliminary efforts have demonstrated the value of the concept