Process Performance Measurement

Michael Leyer (), Diana Heckl () and Jürgen Moormann ()
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Michael Leyer: Frankfurt School of Finance & Management
Diana Heckl: McKinsey & Company, Inc.
Jürgen Moormann: Frankfurt School of Finance & Management

A chapter in Handbook on Business Process Management 2, 2015, pp 227-241 from Springer

Abstract: Abstract Measuring performance is a precondition for analyzing and subsequently improving business processes. However, selecting the “right” criteria for measurements remains a difficult and highly debated topic, both in theory and practice. The objective of this chapter is to provide an overview how adequate measures can be identified and implemented. For this purpose, the main terms will be defined and the procedure of process measurement will be presented. This includes a number of approaches for measuring process performance. In more detail, two methodologies, Data Envelopment Analysis and Process Mining, to measure and calculate indicators for process performance are discussed. As an example, Process Mining is applied to real case data to demonstrate its possibilities.

Keywords: Data Envelopment Analysis; Business Process; Performance Indicator; Process Performance; Efficiency Score (search for similar items in EconPapers)
Date: 2015
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DOI: 10.1007/978-3-642-45103-4_9

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