A Lean Six Sigma-based model for assessing continuous improvement maturity in IT processes

Purpose This study aims to propose a Lean Six Sigma (LSS)-based model to assess the maturity of continuous improvement practices in information technology (IT) processes. Design/methodology/approach The model was developed through interviews with managers from 10 IT processes combined with intra- and cross-case studies, resulting in the creation of 10 continuous improvement assessment indicators. Validation was performed using factor analysis and reliability testing. Findings Results indicate that 55% of the processes demonstrated low maturity in continuous improvement. IT process leaders showed limited knowledge of improvement management practices, focusing mainly on the technical aspects of their respective domains. Research limitations/implications The empirical validation was carried out within a single organization, encompassing 60 IT processes, which may restrict the generalizability of the findings. Practical implications The proposed model provides a structured approach to evaluating continuous improvement in IT processes, delivering actionable managerial insights to support process governance and quality enhancement. Originality/value This study contributes a novel, rule-based maturity index grounded in LSS principles for IT processes. Unlike traditional frameworks such as Capability Maturity Model Integration, ITIL or COBIT, the model focuses specifically on continuous improvement management, offering an agile and easy-to-apply diagnostic instrument.