NOVEL APPROACH TO BUSINESS PROCESS PERFORMANCE MEASUREMENT

Abstract

In the paper, some of the most important performance measurement models are considered, and it is noticed that the majority of models takes into account the strat egy or goals while determining performance, most of them don’t specify performance indicators, but give an indication for their determination and none of them link directly organizational goals and performance indicators. In other words, none of them speci fy their interdependence, which would allow model flexibility. Furthermore, the novel approach to business process performance measurement is proposed, which starts from business system goals, decompose them on the lower level objectives and link them to the key processes of business system. Suggested approach allows interconnection between organization’s top level goals and key process performance indicators, by using lower level objectives, which enable model flexibility.