On Improving the Visibility of Hard-Measurable Process Performance

Abstract

Performance measurement systems (PMS) are necessary to ensure adequate information supply to management, but an information gap exists between process analysis and execution. PMS predominantly rely on countable, objective measures, but are also designed to deliver additional viewpoints to foster necessary explanations to measurements. Still, there is no definition of how well these approaches work in delivering sufficient explanatory information. The introduced concept of visibility of performance explains how the explication of process performance information leads to additional interpretation possibilities in performance measurement to deliver embedded and rich knowledge. It is tested on a business case, in which additional subjective information could be explicated through the application of a suitable Performance Assessment Model. The result of the explication of this knowledge is an enhanced comprehension of performance that bridges the information gap between operative and strategic level.

The Role of Performance Measurement Systems between Assessment Tool and Knowledge Repository

“…[15], [20], [60], [83] or [91]) in order to reduce uncertainty and take appropriate decisions ( [19], [98]). This degree of comprehension of business process performance with the help of appropriate indicators and a certain oversight on performance information has been introduced as visibility [35], [36], [95]. It refers to a certain quality and usability of information.…”