Foreword
Introduction
1 Scope
2 Normative references
3 Terms and definitions
4 Overview of measurement framework (MF) and organization
maturity model (OMM)
5 ITES-BPO measurement framework (MF) for process capability
6 Rating and aggregating process attributes
7 Process capability level model - Achievement of
process capability levels
8 Organization maturity model (OMM)
9 Definition of organization maturity levels
10 Rules for deriving maturity levels from
process attribute ratings
11 Conditions for inclusion of process areas
Annex A (informative) - Conformity of the measurement
framework
Annex B (informative) - Conformity of the maturity model
Bibliography