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Process Performance Management

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Book cover Handbook on Business Process Management 2

Part of the book series: International Handbooks on Information Systems ((INFOSYS))

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.

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Notes

  1. 1.

    Burlton (2010) discusses this aspect within the broader scope of “delivering business strategy through process management” and positions the process performance management (including both strategic and operational control) within an “architect and align” phase when deriving and deploying a strategy compliant process architecture.

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Author information

Authors and Affiliations

  1. Frankfurt School of Finance & Management, Frankfurt/a.M., Germany

    Jürgen Moormann

Authors
  1. Diana Heckl
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  2. Jürgen Moormann
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Corresponding author

Correspondence to Jürgen Moormann .

Editor information

Editors and Affiliations

  1. Inst. Wirtschaftsinformatik, Hochschule Liechtenstein, Fürst-Franz-Josef-Str. 21, Vaduz, 9490, Liechtenstein

    Jan vom Brocke

  2. , Business Process Management Group, Queensland University of Technology, George Street 2, Brisbane, 4000, Queensland, Australia

    Michael Rosemann

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Heckl, D., Moormann, J. (2010). Process Performance Management. In: vom Brocke, J., Rosemann, M. (eds) Handbook on Business Process Management 2. International Handbooks on Information Systems. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-642-01982-1_6

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