Defining the business case - Identifying key performance indicators (KPIs) - Validating KPIs with process owners and stakeholders

4 important questions on Defining the business case - Identifying key performance indicators (KPIs) - Validating KPIs with process owners and stakeholders

Where should you start with identifying KPIs for a business process?

With the time-based and cost-based KPIs

Why should you start with time-based and cost-based KPIs?

Because most processes contain activities that have SLAs derived from duration or cost.

What is helpfull in finding KPIs?

Ask stakeholders for examples of decisions made and trace them to the corporate strategy
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What will begin to materialize with a list of decisions?

The necessary data (KPIs and SLAs) and presentation(scoreboards).

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