Process performance management: illuminating design issues through a systematic problem analysis

Authors:
Anne Cleven;Robert Winter;Felix Wortmann
Affiliations:
University of St. Gallen, St. Gallen;University of St.Gallen, St. Gallen;University of St. Gallen, St. Gallen
Venue:
Proceedings of the 2011 ACM Symposium on Applied Computing
Year:
2011

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Abstract

Business processes are the means by which organizations create value. Consequently, organizations need to continuously monitor and control their processes' performance so as to provide a consistent and predictable execution quality. A number of today's organizations, however, appear to encounter difficulties with measuring and improving their processes' performance. In this paper, we set out to identify the gap between how organizations currently approach process performance management (PPM) and what they are striving to realize in the future. The systematic gap analysis results in a set of design factors that are valuable in guiding future design efforts for useful and relevant PPM solutions.