Business Process Management

  1. Performance Management and Measurement
    1. Process Performance Framework
      1. Performance Dimensions
        1. Efficiency Measures
          1. Effectiveness Measures
            1. Quality Measures
              1. Customer Satisfaction Measures
              2. Balanced Scorecard for Processes
                1. Financial Perspective
                  1. Customer Perspective
                    1. Internal Process Perspective
                      1. Learning and Growth Perspective
                      2. Performance Hierarchy
                        1. Strategic Metrics
                          1. Operational Metrics
                            1. Activity Metrics
                              1. Leading and Lagging Indicators
                            2. Key Performance Indicators (KPIs)
                              1. KPI Development Process
                                1. Objective Setting
                                  1. Metric Selection
                                    1. Target Definition
                                      1. Measurement Method
                                      2. Common Process KPIs
                                        1. Time-Based Metrics
                                          1. Cost-Based Metrics
                                            1. Quality-Based Metrics
                                              1. Volume-Based Metrics
                                                1. Customer-Based Metrics
                                                2. KPI Management
                                                  1. Data Collection
                                                    1. Analysis and Interpretation
                                                      1. Reporting and Communication
                                                        1. Action Planning
                                                      2. Process Analytics
                                                        1. Descriptive Analytics
                                                          1. Historical Performance Analysis
                                                            1. Trend Analysis
                                                              1. Comparative Analysis
                                                              2. Diagnostic Analytics
                                                                1. Root Cause Analysis
                                                                  1. Correlation Analysis
                                                                    1. Variance Analysis
                                                                    2. Predictive Analytics
                                                                      1. Forecasting Models
                                                                        1. Risk Prediction
                                                                          1. Performance Prediction
                                                                          2. Prescriptive Analytics
                                                                            1. Optimization Models
                                                                              1. Recommendation Systems
                                                                                1. Decision Support
                                                                              2. Benchmarking and Comparison
                                                                                1. Internal Benchmarking
                                                                                  1. Process Comparison
                                                                                    1. Best Practice Identification
                                                                                      1. Performance Gaps
                                                                                      2. External Benchmarking
                                                                                        1. Industry Benchmarks
                                                                                          1. Competitive Analysis
                                                                                            1. Best-in-Class Comparison
                                                                                            2. Benchmarking Process
                                                                                              1. Planning Phase
                                                                                                1. Data Collection
                                                                                                  1. Analysis Phase
                                                                                                    1. Implementation Phase

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                                                                                                5. BPM Governance and Organization

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                                                                                                7. Advanced BPM Concepts and Applications