Success Factors in Process Performance Management for Services -- Insights from a Multiple-Case Study

Process Performance Management (PPM) comprises the planning, monitoring, and control of process performance. Even though numerous methods and concepts for managing process performance do exist, many service companies develop their own PPM approaches and systems to monitor and control their service processes. However, they are often unaware of the factors which really are important when applying PPM. Therefore this paper aims to identify which factors are critical for the successful application of PPM for services. The findings of a multiple-case study research provide a first understanding of the causal relationships and, as a result, ´process knowledge/models´ and ´information quality´ appear to be important success factors of PPM for services.