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Almost all of today's performance measurement systems (PMS) rely on the usage of numeric indicators to quantify success or failure, normally referred to as key performance indicators (KPIs). This restriction makes it difficult to describe hard-measurable or business processes that are rather qualitative in nature. So, other existing models for process analysis containing convenient solutions and indicators have to be assessed and validated in order to offer them to stakeholders to thoroughly assess business processes. In this article, various existing models and frameworks for performance measurement were reviewed in an empirical investigation, categorized in systems and put into context to relevant theories. The result of the research is an overview of models for business process analysis that also incorporates indirect process performance aspects like soft goals, complexity, maturity or dependencies.
Date of Conference: 25-29 Oct. 2010