A Framework for Evaluating Business Process Performance

Measuring the performance of business processes is an essential task that enables an organization to achieve effective and efficient results. It is by measuring processes that data on their performance is provided, thus showing the evolution of the organization in terms of its strategic objectives. To be efficient in such task, organizations need a set of measures, thereby enabling them to support planning, inducing control and making it possible to diagnose the current situation. Indeed, several researchers have defined specific measures for assessing the business process (BP) performance. Our approach proposes new temporal and cost measures to assess the performance of business process models. The aim of this paper is to classify the performance measures proposed so far within a framework defined in terms of characteristics, design and temporal perspectives, and to evaluate the performance of business process models. This framework uses business and social contexts to improve particular measures. It helps the designer to select a subset of measures corresponding to each perspective and to calculate and interpret their values in order to improve the performance of their model.