A Procedural Approach for Evaluating the Performance of Business Processes

Thiago Mendes, Simone Santos

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 references, 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.

References

  1. Baldam, R. et al, 2007. Gerenciamento de processos de negócios. 2ª edição. São Paulo: Editora Érica.
  2. Bosilj-vuksic, V.; Milanovic, L.; Skrinjar, R.; Indiharstemberger, M., 2008. Organizational PerformanceMeasures for Business Process Management: A Performance MeasurementGuideline, Computer Modeling and Simulation, UKSIM 2008. pp. 94,99, 1-3. April.
  3. Gil, A. C., 1999. Métodos e técnicas de pesquisa social. São Paulo: Atlas.
  4. Heidari, F.; Loucopoulos, P., 2014. Quality evaluation framework (QEF): Modeling and evaluating quality of business processes, International Journal of Accounting Information Systems, Volume 15, Issue 3, September, pp. 193-223, ISSN 1467-0895,
  5. Hou, H.; Song, Q.; You, G.; Hao, K., 2009. The research of Metrics 0repository for Business ProcessMetrics. China: Second International Symposium on Computational Intelligence and Design, pp. 168-171.
  6. Kitchenham, B., 2007. Guidelines for performing Systematic Literature Reviews in Software Engineering. Reino Unido: EBSE Technical Report, version2.3.
  7. Leclair, C.; Cullen, A.; Keenan, J., 2012. Use A Metric Framework To Drive BPM Excellence in: Forrester.
  8. P. kueng, P.; Krahn, A., 1999. Building a Process Performance Meaasurement System: some Early experiences, Journal of Scientific and Industrial Research, National Institute of Science Communication and Information Resources, New Delhi, Vol. 58, No. 3- 4, pp. 149-159.
  9. Pidun, T., J. Buder and C. Felden, 2011. Optimizing Process Performance Visibility through Additional Descriptive Features in Performance Measurement. International Enterprise Distributed Object Computing Conference Workshops, pp. 204-212.
  10. Pidun, T.; Felden, C., 2012. Two Cases on How to Improve the Visibility of Business Process Performance, System Science (HICSS), 2012 45th Hawaii International Conferenceon, vol. ??, no., pp.4396-4405, 4-7 Jan.
  11. Powell, SG.; Schwaninger M.; Trimble, C., 2011. Measurement and control of business process. Syst Dyn 17:63-91.x.
  12. Škrinjar, R.; Bosilj vukšic, R.; Indihar štemberger, M. (2008). The impact of business process orientationon financial and non financial performance, Business Process Management Journal, Vol. 14 Iss: 5, pp.738- 754.
  13. Smith, G.; Furt, S., 2009. How (not) to Fail at BPM. BPM.COM. URL: http://bpm.com/how-not-to-fail-atbpm.html (visited 07/18/2013).
  14. Trkman, P., 2010. The critical success factors of business process management. International Journal of Information Management, v. 30, n. 2, pp. 125-134,
  15. Wang, P.; HE, W., 2012. Research on key performance indicator (KPI) of business process. China: Second International Conference on Business Computing and Global Informatization, pp. 151-154.
  16. Yin, R. Estudo de caso: planejamento e métodos. 3. ed. Porto Alegre: Bookman, 2005.
Download


Paper Citation


in Harvard Style

Mendes T. and Santos S. (2016). A Procedural Approach for Evaluating the Performance of Business Processes . In Proceedings of the 18th International Conference on Enterprise Information Systems - Volume 2: ICEIS, ISBN 978-989-758-187-8, pages 518-527. DOI: 10.5220/0005861905180527


in Bibtex Style

@conference{iceis16,
author={Thiago Mendes and Simone Santos},
title={A Procedural Approach for Evaluating the Performance of Business Processes},
booktitle={Proceedings of the 18th International Conference on Enterprise Information Systems - Volume 2: ICEIS,},
year={2016},
pages={518-527},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0005861905180527},
isbn={978-989-758-187-8},
}


in EndNote Style

TY - CONF
JO - Proceedings of the 18th International Conference on Enterprise Information Systems - Volume 2: ICEIS,
TI - A Procedural Approach for Evaluating the Performance of Business Processes
SN - 978-989-758-187-8
AU - Mendes T.
AU - Santos S.
PY - 2016
SP - 518
EP - 527
DO - 10.5220/0005861905180527