A Performance Assessment System incorporating indirect indicators and semantics

Measuring performance is key to reengineering and optimization of business processes. Although many of them cannot easily be measured due to their quantitative or non-deterministic nature, most performance measurement systems rely on the usage of numeric parameters (Key Performance Indicators, KPIs). So, performance problems stay invisible that could be assessed by other indirect indicators like goals, complexity, maturity, relations or dependencies. In this paper, a Four-Box-Model is presented that also includes internal process views, descriptive approaches and semantics in addition to KPIs. It offers a broad range of possibilities to better identify performance problems and hence, to increase process performance.