A framework for measuring business processes based on GQM

The evolution of business processes and supporting software systems requires their analysis and assessment from both quantitative and qualitative points of view. The analysis and evaluation activities need the support of methodological and technological tools, customizable to the innovation requirements of the chosen processes and supporting software systems. This paper proposes a measurement framework based on the goal-question-metric (GQM) paradigm. It is generally applicable to any business process and supporting software system after its instantiation. The collaborative software environment WebEv, Web for the Evaluation, is proposed for facilitating the collection and elaboration of the required measures. Finally, the paper describes the application of the measurement framework in a real context.