Two Cases on How to Improve the Visibility of Business Process Performance

Performance measurement of business processes is necessary to ensure adequate information supply to the management. Though, the assessment of rather qualitative or non-deterministic processes is hard, because common analyzing and controlling approaches are restricted to the use of numeric indicators. Important qualitative performance aspects remain invisible. To bridge this gap, we introduce the concept of visibility which defines appropriate information supply in the domain of process performance. Derived from these requirements, we also present a multi-dimensional performance assessment system that combines numeric and verbal indicators. In two cases, we prove its applicability and positive contribution to performance visibility.