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Measuring Process Activity

A process model without additional information is only providing half the picture.

Christina Lovelock, Business Analysis Manager, University of Leeds

It is imperative to understand the process steps but it is also important to understand process activity information as this can direct us to ask more questions about the process itself.

  • There are many measures which can be used in a process model. They indicate how effective and efficient the process is, and under what conditions it may operate.
  • These metrics may form our KPIs (Key Performance Indicators) going forward.

Measures can be easily noted using annotation boxes on the model to provide greater context to the process.

Tip

We can also use annotation boxes to reference linked documents or processes

Three of the most common measures are…

Input and output volumes

  • How many requests are made vs items (or services) produced?
  • Is there a surplus or shortage of goods/services?
  • What goods/services end up as waste (e.g. if supply outstrips demand)
  • Tip: Input/output can be measured at each activity point if required.
  • Tip: Add context by indicating the timescale the volume refers to e.g. min, hour, day, week etc.

Quality

  • Are the goods and/or service of the specified standard?
  • Does the standard meet regulatory constraints?
  • Is the standard acceptable to the customer?

Time

  • How long does the process (or a task within the process) take?
  • Is this acceptable to the organisation?
  • More importantly, is this acceptable to the customer?
  • Is there an unnecessary delay between tasks?