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Business Process Management: Profiting From Process by Roger T. Burlton

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Identifying Performance Improvement Targets

This step defines the measurement indicators to be used to evaluate process performance today and in the future. It also targets the degrees of performance improvement based on potential and risk.

Figure 12.3 earlier in this chapter shows an example of the knowledge produced as a result of this step.

Techniques

The technique of identifying performance improvement targets resembles techniques from the business context phase but focuses on the specific expectations and needs for the project which will deliver improvements to the “Process-in-Focus.” Techniques include

  • Key performance indicator analysis

  • Balanced scorecard analysis

  • Performance benchmarking

  • Negotiation

  • Consensus workshops

Lessons Learned

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