Improving Performance: How to Manage the White Space on the Organization Chart

5.4. The Performance Variables at the Process Level

Process Goals. Each primary process and each support process exists to make a contribution to one or more Organization Goals. Therefore, each process should be measured against Process Goals that reflect the contribution that the process is expected to make to one or more Organization Goals. In our experience, most processes do not have goals. While functions (departments) usually have goals, most key processes cross functional boundaries. If we are working in an organization in which billing is a key process, and if we ask for the goals of the billing process, the response usually is "Oh, you mean the goals of the billing department." When we reply that we really do mean the billing process ...