Qualitative assessment of business processes

Abstract

There are various possibilities to evaluate the cost and time factors of processes. But these possibilities do not permit a quality assessment of business processes. For such processes, we need methods and performance measurement systems, which are not oriented solely on concrete measureable results. However, it is important to be able to assess and improve process quality. The aim of the method is to determine the quality of a process area. In addition, areas of action are discovered, in which processes can and should improve, in order to reach a more mature level. This method opens up a possibility for an organization to advance a continuous improvement of business processes with an assessment method to account for long term lasting effects. Furthermore, metrics will be established in order to measure and monitor the quality of processes and to provide a foundation which consists of a self-critical view on one's own processes. © Springer-Verlag London 2013.