
134 ◾ Improving Business Process Performance
indicators involve use of empirical data to set planned targets and thresholds. Where
organizations lack these data, expert opinion may be used as a proxy to establish
initial targets and thresholds until a good historical base of information can be
collected, but should not be relied on as a long-term solution for measurement pro-
jections. Rather, organizations must build the collection of the historical measure-
ment data into its collection practices. For example, see Figure 6.9. is indicator
is used to evaluate the trends in the growth, change, completeness, and correctness
of the definition ...