Process Measurement and Metrics

Process measurement skills are essential to BPM success. In this course you will acquire a solid understanding of practical measurement techniques as applied to the analysis and design of business processes.

Determining what to measure and defining clear measurement criteria are at the basis of success in process measurement. This session presents key concepts and tools on the basic principles of process measurement, and how to apply these principles at both the organizational level and the business process level. You will learn how to apply process measurement to both the analysis and design of business processes, and what are the critical success factors and the pitfalls to avoid. Participants will practice key process measurement skills on case studies and apply these to their own organization through connections exercises.

Course Outline:

Process Measurement Overview
o What is process measurement?
o Why measure business processes?
o Various approaches to measurement
- Organization view
- End-to-end process view
- Incremental improvement view
- Compliance view
- Benefits and drawbacks of approaches
Basic principles
o PDCA Foundation
o Decomposing business processes
o Key indicators: Time, Quality, Cost, Productivity
o SMART goals
o Data gathering methods
o Pitfalls and how to avoid them
Process measurement at the organization level
o When you have a scorecard
o When you do not have a scorecard
Process measurement at the process level
o Decomposing business processes
o The key questions: Why, What, Where, When and Who
Summary

Unique Value of Course:

The student will apply the concepts learned through a series of case study exercises
that provide awareness of the common problems encountered when developing meaningful,
customer-focused metrics.

Objectives:

Understand how to measure business processes at various levels of detail
Be able to rapidly and effectively build a measures framework for monitoring, control, and/or improvement
Understand how to present the results of process measurement in a compelling way
Using process metrics to develop effective process designs
Understand the pitfalls to avoid in process measurement