Improving Business Process Performance

Impact Framework  ◾  65

that your organization must do right if you expect to survive in the future.

ese critical areas require constant attention on the part of management.

According to John F. Rockart in the Harvard Business Review, “Critical suc-

cess factors for any business are the limited number of areas in which results,

if they are satisfactory, will ensure successful competitive performance for

the organization.” Measurements should track performance in each critical

success area. Critical success factors are both internal and external. In order

to identify critical success factors, we have to go through a strategic planning

process. As a result, a well-defined set of critical success factors will serve as a

foundation for the performa ...