Business process guide
Business Process Performance Measurement
A useful process metric tells a team whether the process is producing the intended outcome or where performance is deteriorating.
Practical note: process design depends on organization, data, controls, laws, contracts and technology. Treat examples and calculators as educational planning aids, then validate changes against your own requirements.
Balance outcome and process measures
Customer satisfaction or successful completion are outcome measures. Queue age, rework and first-pass yield help explain why outcomes move.
Avoid metric overload
A small set of decision-relevant measures is stronger than a dashboard with dozens of indicators nobody acts on.
Define every metric
Document numerator, denominator, start and stop points, exclusions, data source, frequency and owner.