Critical Success Factors Of Process Performance Management Systems: Results Of An Empirical Research

A process performance management system (PPMS) helps to plan, monitor, and improve the performance of business processes. In PPMS, process-focused key performance indicators (KPIs) are used to evaluate the actual process performance and to improve business processes and, subsequently, corporate performance. The empirical study focuses on PPMS and its success factors. The study is based on a causal model of hypotheses, which was developed under consideration of the results of a literature review and a multiple-case study. The structural equation modeling approach is used to analyze the causal relation hypotheses. Using data collected in an online-survey, multivariate analyses show that actual PPMS usage is strongly influenced by management support while information quality and system quality benefits process performance. However, the intention to use a PPMS is positively influenced by expected net benefits and not by user satisfaction with the actual PPMS. The study shows important findings for practical and theoretical issues of how PPMS success can be influenced.