ISO International Standard

This document presents an exemplar for maturity assessment, following the framework for assessment of process capability levels and measurement of an organization’s maturity level for an ITES-BPO service provider.

This document:

— uses the set of indicators for process performance and process capability;

— helps to collect the objective evidence that enables an assessor to determine the process ratings;

— helps to assess the result of the process capability level;

— serves as a measurement framework for processes and provides an organization maturity model for ITES-BPO organizations delivering the services;

— is useful for all users of the ISO/IEC 30105 series, including but not limited to internal assessors, external assessors, ITES-BPO service providers and ITES-BPO service customers;

— supports the performance assessment by providing a framework to measure and derive capability and organization maturity levels.