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Business Process Change, 2nd Edition by Paul Harmon, Business Process Trends

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chapter 6 Measuring Process Performance

This chapter focuses on process performance measurement. Every organization keeps track of its performance. Some have very elaborate performance measurement systems that allow them to determine what is taking place in real time, while most track a wide variety of measures and review them at the end of each week or month. It is widely held that performance information is a key differentiator and that organizations that can obtain and use information about their markets and their processes in a timely manner can perform better. Thus, it is not surprising that companies are investing large amounts of money in developing new and more elaborate performance monitoring systems.

Historically, there was a rather ...

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