Abstract
Evaluating the performance of processes is of vital importance if organizations are to seek continuous improvements. 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. These results will serve as the basis for making better decisions, thereby leading to continuous improvement. The approach set out in this paper is prompted by the relative lack of empirical investigations into performance measures contained in the literature and the difficulties that organizations face when trying to verify the results of their business processes. Based on analyzing studies selected in a Systematic Review of the Literature, there it was found the need to propose a new approach to evaluating business processes that brings together elements and recommendations selected from the analyzed approaches. In the evaluation of the proposed approach, a case study is discussed, to verify its applicability.
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Mendes, T., Santos, S. (2017). A Procedural Approach for Evaluating the Performance of Business Processes Based on a Model of Quantative and Qualitative Measurements. In: Hammoudi, S., Maciaszek, L., Missikoff, M., Camp, O., Cordeiro, J. (eds) Enterprise Information Systems. ICEIS 2016. Lecture Notes in Business Information Processing, vol 291. Springer, Cham. https://doi.org/10.1007/978-3-319-62386-3_23
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DOI: https://doi.org/10.1007/978-3-319-62386-3_23
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