A Procedural Approach for Evaluating the Performance of Business Processes

Thiago Mendes, Simone Santos


BPM is a systematic approach that enables an organization to achieve results that are consistent and aligned with its strategic objectives. In this context, organizations need to measure the performance of their processes, thereby enabling them to support planning, inducing control and making it possible to diagnose the current situation. The research that led to this article was prompted by the paucity of empirical investigations into performance measures offered in the literature and recognition of the difficulties that organizations face when attempting to verify the results of their business processes. From a systematic review of the literature, it became evident that, among the approaches discussed, there are several variations in the methodology, in the specifications of the measures and even as to how business processes are evaluated. By undertaking a comparative evaluation of the approaches, a set of criteria was defined which addresses not only theory, based on the references, but also some usability aspects of a process performance model. Thus, we proposed the definition of a new approach that brings together elements and recommendations selected from the approaches analyzed, plus enhancements. To evaluate the proposed approach, a case study is discussed, and important results presented which demonstrate its applicability.


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Paper Citation

in Harvard Style

Mendes T. and Santos S. (2016). A Procedural Approach for Evaluating the Performance of Business Processes . In Proceedings of the 18th International Conference on Enterprise Information Systems - Volume 2: ICEIS, ISBN 978-989-758-187-8, pages 518-527. DOI: 10.5220/0005861905180527

in Bibtex Style

author={Thiago Mendes and Simone Santos},
title={A Procedural Approach for Evaluating the Performance of Business Processes},
booktitle={Proceedings of the 18th International Conference on Enterprise Information Systems - Volume 2: ICEIS,},

in EndNote Style

JO - Proceedings of the 18th International Conference on Enterprise Information Systems - Volume 2: ICEIS,
TI - A Procedural Approach for Evaluating the Performance of Business Processes
SN - 978-989-758-187-8
AU - Mendes T.
AU - Santos S.
PY - 2016
SP - 518
EP - 527
DO - 10.5220/0005861905180527