
110 ◾ Improving Business Process Performance
involved in the metric identification step as well as the question step. Direct involve-
ment of these stakeholders minimizes ambiguities and false assumptions and contrib-
utes to the overall consistency and completeness of the metrics identification.
In this context, the term metric is loosely defined; it can mean a base measure, a
derived measure, a composite or aggregate of measures, or what some would call an
indicator. e level of definition depends on the scope of the goal and the environ-
ment of the GQM implementation. Further details are provided later in the section
describing GQM implementat ...