Innovative Multicriteria Approach to Business Process Management Maturity in the Public Sector
Purpose: The objective of this work is to propose a business process management maturity model (BPMMM), prescriptive and with multicriteria decision-making approach (MCDM). Design/Methodology/Approach: The relevant literature was examined to develop BPMMM. The Analytic Hierarchy Process (AHP) method was chosen to evaluate the weight of the capabilities. The Fuzzy Technique for Order Preference by Similarity to Ideal Solution (TOPSIS) method measured the maturity level. The model was applied in property divisions (DIPAT) of two federal universities (public institutions) with comparative and prescriptive purpose: Reference DIPAT and Real DIPAT.
