Improving Business Process Performance

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Chapter 7

Value Sustainment Domain

Nullius in verba—“Take nobody’s word for it; see for yourself”

Value Transformation Domain

In order to stay balanced on an S-curve, we have to measure and manage both strategy

and operational performance (Figure 7.1). e scorecards and dashboard are the tools

for meaningful decision making about effectiveness and efficiency of performing pro-

cesses. Developing meaningful tools such as dashboards and scorecards for decision

making is a very challenging task. It is challenging because it deals with the issues of

information availablility, information perception, and information uncertainty.

In many cases we are uncer ...