Partner Maturity Model
1. What is Partner Maturity Model (PMM)?
When someone becomes a Frappe Partner, they usually think the big step is done. But in reality, that’s where the real journey begins.
Once your brand is connected with Frappe, your work is no longer just “your way of doing things.” It becomes part of a larger ecosystem where customers expect a certain quality and a certain way of working — no matter which partner they talk to. To make that possible, we created the Partner Maturity Model (PMM).
PMM is not just a checklist or a grading system. It is an opinionated way of operating:
– how processes should be followed,
– which metrics matter,
– how those metrics should be reported,
– and how teams should take corrective and preventive actions based on what those metrics reveal.
PMM is built on the classic PDCA cycle — Plan, Do, Check, Act:
- Plan: define your processes and metrics
- Do: execute them consistently
- Check: review your metrics and insights
- Act: fix what’s not working and improve what is working
The Frappe Partner Excellence team audits these practices, reviews how your company tracks work, and assigns a maturity level based on how well you follow this cycle.
2. Why PMM?
Imagine walking into a Starbucks or Subway in any corner of the world.
The layout feels familiar, the service is predictable, and the quality rarely surprises you.
That consistency doesn’t come from luck — it comes from everyone following the same playbook.
We want the Frappe ecosystem to feel the same.
When a new partner joins, the first priority is usually simple and practical — get a foothold in the ecosystem, win customers, and deliver projects successfully. In that phase, it’s natural for teams to focus more on execution than on refining processes.
The problem is, even after partners are well settled, those early processes often stay the same. Over time, they start hurting efficiency, productivity, and sometimes even the brand experience for customers. Instead of fixing the root cause, teams try to manage the pain by doing more follow-ups, adding more people, or firefighting daily issues. That might work for a while, but it’s not scalable and definitely not a long-term solution.
This is where PMM comes in.
Based on our own experience at Frappe, we realised that real, sustainable growth comes from strong processes that are followed, measured, and improved regularly. PMM is our way of helping partners step back, review how they actually operate, and identify what needs to change.
The goal isn’t to audit for the sake of auditing. It’s to help partners improve productivity, reduce escalations, and build a system that scales — much like how global brands deliver a consistent experience everywhere. PMM makes sure processes don’t just exist on paper, but evolve through the same Plan → Do → Check → Act approach that Frappe itself believes in.
3. PMM criteria
Each PMM level reflects how deeply your company has adopted this discipline.
Emerging + Bronze → PMM 3
- Important metrics are being measured
- Core processes are documented and followed
Silver → PMM 4
- Metrics are measured, reported and corrective actions are taken
- Process owners present their numbers in a weekly forum
Gold → PMM 5
- Metrics are measured, reported, and analysed (RCA)
- Preventive Actions are implemented
PMM isn’t about passing an audit.
It’s about running a predictable, scalable, and high-quality services business — one that customers can trust and one that grows consistently.
When every partner follows this approach, the entire Frappe ecosystem becomes stronger, more reliable, and more aligned.