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Process Performance Management

In: Handbook on Business Process Management 2

Author

Listed:
  • Diana Heckl
  • Jürgen Moormann

    (Frankfurt School of Finance & Management)

Abstract

The starting point for managing any process is the determination of the current performance. Thus, the process manager within a company has to permanently measure the process performance. In particular, he/she has to define criteria for determining the process performance. However, selecting the “right” criteria remains a difficult and highly debated topic, both in theory and practice. The objective of this chapter is to discuss different approaches for measuring process performance and to demonstrate how an individualized measurement system can be designed. Hence, process performance measurement will be discussed in relation to business performance measurement. In this context, relevant measurements and systems for determining process performance will be presented. The finding is that companies require a process performance measurement system that is tailored specifically to their business objectives and strategic success factors. On this basis, the authors suggest an approach to how a company-specific process performance measurement system can be set up.

Suggested Citation

  • Diana Heckl & Jürgen Moormann, 2010. "Process Performance Management," International Handbooks on Information Systems, in: Jan vom Brocke & Michael Rosemann (ed.), Handbook on Business Process Management 2, pages 115-135, Springer.
    • Handle: RePEc:spr:ihichp:978-3-642-01982-1_6
    DOI: 10.1007/978-3-642-01982-1_6
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    Citations

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    Cited by:

    1. M. Ishaq Bhatti & H. Awan & Z. Razaq, 2014. "The key performance indicators (KPIs) and their impact on overall organizational performance," Quality & Quantity: International Journal of Methodology, Springer, vol. 48(6), pages 3127-3143, November.
    2. Ismail Mohamed Ali & Yusmadi Yah Jusoh & Rusli Abdullah & Rozi Nor Haizan Nor, 2017. "A Conceptual Framework For Measuring The Performance of Big Data Analytics Process," Acta Informatica Malaysia (AIM), Zibeline International Publishing, vol. 1(2), pages 13-14, November.
    3. Ionuț NICA & Nora CHIRIȚĂ & Ștefan IONESCU, 2021. "Using of KPIs and Dashboard in the analysis of Nike company's performance management," Theoretical and Applied Economics, Asociatia Generala a Economistilor din Romania - AGER, vol. 0(1(626), S), pages 61-84, Spring.
    4. Mai, Nhat Chi, 2021. "Determinants of successful adoption of the Balanced Scorecard in Vietnamese small and medium-sized enterprises," OSF Preprints 5hx2r, Center for Open Science.
    5. Heidari, Farideh & Loucopoulos, Pericles, 2014. "Quality evaluation framework (QEF): Modeling and evaluating quality of business processes," International Journal of Accounting Information Systems, Elsevier, vol. 15(3), pages 193-223.

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