Process Performance Measurement: Identifying KPI’s that Link Process Performance to Company Strategy

Business is becoming more and more complex. This requires that a company’s business processes to be managed, measured and monitored accurately. However lots of organizations raise worries that they are not measuring the company’s performance on the level of processes, but for the majority on the departments’ performance. This paper will propose a methodology for performance measurement that supports a processoriented vision on an organization. This is achieved through combining a top down approach, in which process goals are cascaded down to the company’s core processes and a bottom-up approach where operational measurements are being collected on the level of the end-to-end customer focused processes. Aggregating both approaches is achieved through identifying cause-effect relationships between these different metrics. A combination of both viewpoints delivers valuable information about the processes, their contribution to the overall company strategy and the drivers for process performance that have a direct impact on the outcome of the processes and hence on customer satisfaction.