Optimizing Process Performance Visibility through Additional Descriptive Features in Performance Measurement

Abstract

Measuring performance of business processes is necessary to access information on their efficacy. This enables successful optimization, reengineering and alignment on strategies. In general, measurement is done via numeric KPIs. Though, especially processes of a quantitative, nondeterministic or supportive nature are hard to describe via figures which leads to a reduced perception of performance problems. In this paper, the concept of visibility is presented. It fosters the development of a suitable Performance Assessment System (PAS) that broadens the range of indicators to e.g. goals, complexity, maturity, relations or dependencies in addition to KPIs to finally improve visibility of process performance.