Qualitative analysis is a valuable tool to gain systematic insights into a process. However, the results obtained from qualitative analysis are sometimes not detailed enough to provide a solid basis for decision making. To understand the impact of issues, we need to go beyond qualitative analysis. This chapter introduces techniques for analyzing business processes quantitatively in terms of process performance measures such as cycle time, waiting time, cost, and resource utilization. The chapter focuses on three techniques: flow analysis, queueing analysis, and simulation. The chapter shows how these techniques can be used to measure the cycle time and capacity of a process, to detect critical paths and bottlenecks, and to estimate the performance impact of a given process change.
It is better to be approximately right than precisely wrong.
Warren Buffett (1930–)
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Dumas, M., La Rosa, M., Mendling, J., Reijers, H.A. (2018). Quantitative Process Analysis. In: Fundamentals of Business Process Management. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-662-56509-4_7
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