Systems Analysis and Design


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