bpms 06 gap analysis资料.pptVIP

Gap Analysis Business Process Management What do you measure ?Y = f (x1, x2, … , xn) What are the Y’s - measures of the outputs of your business process? Y’s are important to your customer or they are directly related to what’s important to your customer What are the X’s - measures within your business process that correlate to the output measures (Y) Internal and uncontrollable Internal and controllable We are Seeking the Drivers of Process ImprovementY = (x1, x2, x3, x4, …xn) Hierarchy of Process Measures Level 1: External Customer Measures Level 2: Internal End of Process Indicators