Process Performance Measurement

Process Performance Measurement is the formal, planned monitoring of process execution and the tracking of results to determine the effectiveness and efficiency of the process. This information is used to make decisions for improving or retiring existing processes and/or introducing new processes in order to meet the strategic objectives of the organization.

Having the right performance data at the right time in the right format is a prerequisite for effective management. Of course, ‘having data’ is just one part of good management—it is necessary, but not sufficient. We need to use that data to determine where, when, and how we should actively intervene to secure a well-understood organizational performance outcome. We also need good process performance measurement if we are to prove that process improvement has worked, that it has delivered real benefits. “Seems faster” or “probably cheaper” or “customers seem happier” are not the evidence we need for a solid business case. In developing support for process-based management there is no substitute for credible evidence of proven positive results.