Abstract
AbstractThis article describes how the business process re‐engineering (BPR) concepts, knowledge base and software tools developed as part of the MIT Process Handbook can be extended and improved through the use of a systematic taxonomization of business process metrics. After introducing the key concepts underlying the Handbook, we propose a taxonomy of cost, dimension and value‐related process metrics and show how the capture of such measures, combined with a set of special query types, enables more effective BPR. These innovations are illustrated using an example wherein the manager of a travel agency redesigns a booking process to reduce costs and increase customer satisfaction. Copyright © 2007 John Wiley & Sons, Ltd.
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