Chapter Five

Measuring Process Performance

Abstract

An overview of approaches to organization-wide process performance measurement. A discussion of how the Balanced Scorecard to be used to align both departmental and process measures in a single performance measurement system.

Keywords

Aligning measures; Balanced Scorecard; Boeing case study; External measures; Internal measures; Lagging indicators; Leading indicators; Measurement continuum; Measurement terminology; SCOR measures
This chapter focuses on organization-wide process performance measurement. Every organization keeps track of its performance in some manner. Some have very elaborate performance measurement systems that allow them to determine what is taking place in real time, while most ...

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