Chapter 5

Measuring process performance


This chapter gives an overview of approaches to organization-wide process performance measurement. It also discusses how the Balanced Scorecard should be used to align both departmental and process measures in a single performance measurement system.


Aligning measures; Balanced Scorecard; Boeing case study; External measures; Internal measures; Lagging indicators; Leading indicators; Measurement continuum; Measurement terminology; SCOR (Supply Chain Operations Reference) 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 ...

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