A multidimensional indicator system for quantifying business process interface problems

Matthias Lederer, Laura Heider and Jannis Maier

International Journal of Management Practice, 2020, vol. 13, issue 3, 295-320

Abstract: Process orientation within companies is widely acknowledged to deal with modern business challenges. However, business processes usually run across many departments, creating organisational interfaces. Such interfaces often produce errors and thus weaken the line and workflow organisation of companies. This article first develops a list of factors that typically drive interface criticality (e.g., lack of common language of departments, absence of shared reward systems). In addition, to assess the criticality of an interface in business practice, this paper presents an evaluated assessment model. It helps process and team managers to measure or even predict the criticality of organisational interfaces using standard metrics. An IT prototype is given in the paper, which makes the application of the assessment feasible.

Keywords: process management; organisational interface; process orientation; key performance indicator; KPI. (search for similar items in EconPapers)
Date: 2020
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