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

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Measuring Process Performance

This step determines at what levels and which parts of the process to measure, and then measures the chosen aspects and steps. At this point, the renewal team determines which process steps to decompose further. The reasons for measurements and improvement priorities become clearer. This step provides a basis for tracking progress and performance incentives after process change has been implemented.

Techniques

Three techniques are used to measure the process performance:

  • Interviewing

  • Activity based costing (ABC)

  • Various surveys and questionnaires

Lessons Learned

Measure process performance at the overall scoped level by measuring the overall key performance indicators (KPIs) performance first. Identify likely subprocesses ...

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