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THE HAPPINESS MATURITY MODEL
The Happiness Agenda is designed to introduce a number of targeted programs and projects to improve the well-being and quality of life of residents and visitors in Dubai. It is an ambitious program whose success is dependent on the contributions of all sectors in the city towards a shared vision for happiness. In order to chart our course forward, we must discover where we are today.
WHY A MATURITY MODEL?
This session, we will introduce you to the Happiness Maturity Model, an evaluation metric designed to help any organisation in the city determine how embedded happiness is in its corporate culture operations and strategy. The Happiness Maturity Model is tool a to uncover both the depth and breadth of happiness-centric decision making at an entity. The model evaluates the awareness of happiness from customer teams; product teams; and senior management across an organization on a 5-point scale.
The Smart Dubai Office will utilise the Happiness Maturity Model to achieve a baseline of happiness awareness for the city, beginning with an analysis of the happiness maturity levels of our Happiness Partners. Through the Happiness Agenda, we will seek to elevate the city along the Happiness Maturity model: our goal is to make happiness embedded across all organisations in the city.
The Happiness Maturity Model will be an important tool in planning our approach, and evaluating our progress.
WHAT IS THE HAPPINESS MATURITY MODEL?
The Happiness Maturity Model is based on the standard 5-level Capability Maturity Model (CMM) developed for the US defense department by Carnegie Mellon University (Humphrey, 1989), Gartner developed a CMM to measure the state of CX in an organization (Thompson, 2011). The Happiness Maturity Model has some similarities to the Gartner model, but re-focuses the model to be more relevant to government organisations and aims of the Happiness Agenda. The Happiness Maturity Levels are as follows:
AD-HOC
The organisation has no formally recognized activities regarding happiness. Any activities are conducted at an individual level.
DEVELOPING
There is some limited recognition of happiness activities by the organisation, but no systemised approach.
STANDARDIZED
There is a formal, organisation-wide happiness experience strategy. Happiness experience data now influences decision-making.
TACTICAL
Happiness experience (HX) is now a priority for the organisation. Happiness is a critical KPI for all customer segments and employees are empowered to act.
EMBEDDED
Happiness is part of the DNA of the organisation. The focus is now on optimising HX at an organisation, employee and individual level.
HAPPINESS MATURITY MODEL WORKSHEET
The Happiness Maturity Model Worksheet below will walk you through each level of the Happiness Maturity Model, highlighting key characteristics and examples for each level. Your task for this session will be to complete the Happiness Maturity Model asses