Title: Process performance management - a systematic problem analysis and identification of design principles

Authors: Anne Cleven; Robert Winter; Felix Wortmann

Addresses: Institute of Information Management, University of St. Gallen, Mueller-Friedberg-Strasse 8, 9000 St. Gallen, Switzerland. ' Institute of Information Management, University of St. Gallen, Mueller-Friedberg-Strasse 8, 9000 St. Gallen, Switzerland. ' Institute of Information Management, University of St. Gallen, Mueller-Friedberg-Strasse 8, 9000 St. Gallen, Switzerland

Abstract: Business processes are the means by which organisations create value. Consequently, organisations need to continuously monitor and control their processes' performance so as to provide a consistent and predictable execution quality. A number of today's organisations, however, appear to encounter difficulties with measuring and improving their processes' performance. In this paper, we set out to identify the gap between how organisations currently approach process performance management (PPM) and what they are striving to realise 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.

Keywords: process performance measurement; process performance management; PPM; design science research; DSR; problem analysis; design principles; process control; process monitoring.

DOI: 10.1504/IJODE.2012.049694

International Journal of Organisational Design and Engineering, 2012 Vol.2 No.3, pp.227 - 249

Available online: 12 Oct 2012 *

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