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Business process performance measurement : a structured literature review of indicators, measures and metrics

Amy Van Looy (UGent) and Aygun Shafagatova (UGent)
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Abstract
Measuring the performance of business processes has become a central issue in both academia and business, since organizations are challenged to achieve effective and efficient results. Applying performance measurement models to this purpose ensures alignment with a business strategy, which implies that the choice of performance indicators is organization-dependent. Nonetheless, such measurement models generally suffer from a lack of guidance regarding the performance indicators that exist and how they can be concretized in practice. To fill this gap, we conducted a structured literature review to find patterns or trends in the research on business process performance measurement. The study also documents an extended list of 140 process-related performance indicators in a systematic manner by further categorizing them into 11 performance perspectives in order to gain a holistic view. Managers and scholars can consult the provided list to choose the indicators that are of interest to them, considering each perspective. The structured literature review concludes with avenues for further research.
Keywords
Business process, Performance measurement, Indicator, Measure, Metric, Systematic literature review., Structured literature review, MEASURING ORGANIZATIONAL PERFORMANCE, MEASUREMENT SYSTEM, STRATEGY, DESIGN

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Chicago
Van Looy, Amy, and Aygun Shafagatova. 2016. “Business Process Performance Measurement : a Structured Literature Review of Indicators, Measures and Metrics.” Ed. David Audretsch. Springerplus 5.
APA
Van Looy, Amy, & Shafagatova, A. (2016). Business process performance measurement : a structured literature review of indicators, measures and metrics. (D. Audretsch, Ed.)SPRINGERPLUS, 5.
Vancouver
1.
Van Looy A, Shafagatova A. Business process performance measurement : a structured literature review of indicators, measures and metrics. Audretsch D, editor. SPRINGERPLUS. 2016;5.
MLA
Van Looy, Amy, and Aygun Shafagatova. “Business Process Performance Measurement : a Structured Literature Review of Indicators, Measures and Metrics.” Ed. David Audretsch. SPRINGERPLUS 5 (2016): n. pag. Print.
@article{8129423,
  abstract     = {Measuring the performance of business processes has become a central issue in both academia and business, since organizations are challenged to achieve effective and efficient results. Applying performance measurement models to this purpose ensures alignment with a business strategy, which implies that the choice of performance indicators is organization-dependent. Nonetheless, such measurement models generally suffer from a lack of guidance regarding the performance indicators that exist and how they can be concretized in practice. To fill this gap, we conducted a structured literature review to find patterns or trends in the research on business process performance measurement. The study also documents an extended list of 140 process-related performance indicators in a systematic manner by further categorizing them into 11 performance perspectives in order to gain a holistic view. Managers and scholars can consult the provided list to choose the indicators that are of interest to them, considering each perspective. The structured literature review concludes with avenues for further research.},
  articleno    = {1797},
  author       = {Van Looy, Amy and Shafagatova, Aygun},
  editor       = {Audretsch, David},
  issn         = {2193-1801},
  journal      = {SPRINGERPLUS},
  keyword      = {Business process,Performance measurement,Indicator,Measure,Metric,Systematic literature review.,Structured literature review,MEASURING ORGANIZATIONAL PERFORMANCE,MEASUREMENT SYSTEM,STRATEGY,DESIGN},
  language     = {eng},
  pages        = {24},
  title        = {Business process performance measurement : a structured literature review of indicators, measures and metrics},
  url          = {http://dx.doi.org/10.1186/s40064-016-3498-1},
  volume       = {5},
  year         = {2016},
}

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