Explain the relationship between Process Maturity and End User Satisfaction.

There is significant research to support the premise that end user satisfaction increases as process maturity increases. End users are dissatisfied for many reasons, which are addressed by process maturity. One is variability, meaning that the service or product they receive one time is significantly different from product received at a later point in time. As shown in the following figure, process maturity levels 2 through 5 greatly reduce this variability. End users are also dissatisfied by high costs and long cycle time, which are both reduced by process maturity. In addition, end users are dissatisfied when the information system does not provide significant value in accomplishing their mission. Levels 3 through 5 have a significant impact on value received from the information areas.

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