A business process performance measure definition system supported by information technologies

Thesis Type: Postgraduate

Institution Of The Thesis: Orta Doğu Teknik Üniversitesi, Faculty of Engineering, Department of Industrial Engineering, Turkey

Approval Date: 2013




There is a growing interest and research on improvement of business processes as an essential part of effective quality management. Process improvement is possible with measurement and analysis of the process performance. Process performance measurement has been studied to a certain extend in the literature, and many different approaches have been developed such as Sink-Tuttle Model, Performance Measurement Matrix, SMART Pyramid, Balanced Scorecard Approach, Critical Few Method, and Performance Prism Framework. These approaches require that process owners and analysts define appropriate measures based on general guidelines for each process separately. Recently, with the advancement of information technologies, modeling and simulation of processes on a computer aided platform has become possible; standards and software support regarding such applications have been developed. Even though increasingly many organizations have been building their process models on computers, only a few manages effective use of such models for process improvement. This is partly due to difficulties in defining appropriate performance measures for the processes. The purpose of this study is to propose a method that can be used for defining performance measures of business processes easily and effectively according to specific nature of these processes. The proposed performance measure definition system is based on the idea of using generic process performance measures published by trusted business process frameworks for high level processes and adapting them for lower level ones. The system, using a search mechanism available on a computer, allows users to easily find and define appropriate performance measures for their processes. The proposed system is used for a research project management process and a creating research opportunities process of a public university and the results are discussed.