As many readers will know, the idea of “continual process improvement” is a pillar of the quality management movement. By improving processes, the root cause of problems that allow mistakes to be made can be eliminated, thereby allowing the organization to produce higher quality goods and services. Although the idea of continual improvement started in the manufacturing sector, in the mid 1990’s the idea gained ground in the IT sector as well. Models such as the Capability Maturity Model (CMM)...