Identification of factors influencing the level of maturity of dealerships in Norway process orientation

The main purpose of the article is to identify the factors limiting the achievement of higher levels of maturity in the implementation of process orientation elements on the example of automotive sector organizations in Norway. The study uses a systematic review of the literature and opinion poll carried out using the CAWI technique of 48 car dealerships functioning on the Norwegian automotive market. In the surveyed group of automotive sector organizations in Norway, based on the proprietary maturity model, it was shown that most of these are organizations in which business processes are only identified and formalized. The group of factors that prevent the achievement of higher levels of maturity includes the lack of process measurement systems, the lack of employee activation in process improvement, the lack of implementation of the customer-supplier relationship mechanism in external and internal terms, and deficiencies in the management of knowledge diffusion within the organization. The presented results have been formulated for the examined group of 48 organizations and they cannot be extended to the entire population of authorized services. The theoretical model presented in the article, as well as the attached questionnaire for assessing the implementation of process orientation, enables self-assessment of the process maturity for organizations operating in the automotive sector, both at the dealership level, as well as manufacturers and importers managing the dealership network. It is also a source of knowledge regarding the functioning of the examined dealership group in the selected market, primarily from the perspective of assessing the orientation of external and internal customers and the flexibility of the organization in responding to changes generated both in the environment and its interior. The theoretical model presented in the article is an innovative approach in assessing the level of the organization's process orientation implementation on the basis of an objectified and not subjective assessment of the respondents. In addition, the assessment model presented in the article was adapter to the specifics of the studied organizations of the automotive sector, which definitely increases the credibility of the obtained results in contrast to the use of universal models.