Process Performance Management - A Systematic Problem Analysis and Identification of Design Principles

Business processes are the means by which organisations create value. Consequently, organisations need to continuously monitor and control their processes' performance so as to provide a consistent and predictable execution quality. A number of today's organisations, however, appear to encounter difficulties with measuring and improving their processes' performance. In this paper, we set out to identify the gap between how organisations currently approach process performance management (PPM) and what they are striving to realise in the future. The systematic gap analysis results in a set of design factors that are valuable in guiding future design efforts for useful and relevant PPM solutions.