When creating new applications, think hard about what KPIs you want to capture to measure success. KPIs can be inserted at the process level and at the forms level. In the process model you can add rules governing deadlines, escalations, and scheduling (expected wait times, expected working time, planned completion time) that act as KPIs for measuring efficiencies (cycle time) and effectiveness. In the form, each field captures a data point that can be used to measure quantity, quality, preference, and behavior.
In KMWorld, Judith Lamont writes about “Targeting KPIs for Better Business Performance.” Using case studies, she provides several excellent examples. She interviews my friend Cdr. Eric Miller of the US Navy about their use of BPM for streamlining procurement. The team focused on reducing order cycle times to cut time and costs from combat craft maintenance. By adding specific KPIs around schedules and deadlines, their ability to measure results from automation led to further improvements which ultimately cut boat repair time by 78% and millions from operational costs (see http://www.kmworld.com/Articles/ReadArticle.aspx?ArticleID=84544&PageNum=2).
Take the time during the analysis and design phase of your BPM project to consider performance and success metrics. Look for ways in BPM applications to measure utilization, rejections rates, cycle times, availability, retention, attrition, and growth (for ideas, see (http://en.wikipedia.org/wiki/Key_performance_indicator). The more data available to measure, the more successful you will be at achieving your objectives.
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