Novel Approach to Measuring Business Process Performance

Abstract

In the literature, as in practice, there are numerous models for measuring business performance but only a few of them are focused on the business processes, and have integrated process measures with strategic goals, in a way to enable companies to measure progress towards achieving business goals. This paper seeks to address these issues by proposing a new process performance measurement (PPM) model, named GPI model. Model was designed using evidence from the literature, it was tested through multiple case study research, and then it was modified and verified. The GPI model has the potential to become a useful tool for managers in several ways: firstly, the model can be used as a guidance for establishing PPM system that is aligned with strategic goals of company; secondly, the model can be used as it is, with a slight model customization; and thirdly, the universal list of Process performance indicators can be used as a source for best practice.