Authors:
Thiago Mendes
and
Simone Santos
Affiliation:
Federal University of Pernambuco, Brazil
Keyword(s):
Strategic Alignment, Business Process Management, Measurement Performance.
Abstract:
BPM is a systematic approach that enables an organization to achieve results that are consistent and aligned with its strategic objectives. In this context, organizations need to measure the performance of their processes, thereby enabling them to support planning, inducing control and making it possible to diagnose the current situation. The research that led to this article was prompted by the paucity of empirical investigations into performance measures offered in the literature and recognition of the difficulties that organizations face when attempting to verify the results of their business processes. From a systematic review of the literature, it became evident that, among the approaches discussed, there are several variations in the methodology, in the specifications of the measures and even as to how business processes are evaluated. By undertaking a comparative evaluation of the approaches, a set of criteria was defined which addresses not only theory, based on the reference
s, but also some usability aspects of a process performance model. Thus, we proposed the definition of a new approach that brings together elements and recommendations selected from the approaches analyzed, plus enhancements. To evaluate the proposed approach, a case study is discussed, and important results presented which demonstrate its applicability.
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