Business process performance measurement: a structured literature review of indicators, measures and metrics

Van Looy, Amy; Shafagatova, Aygun

doi:10.1186/s40064-016-3498-1

SpringerPlus

Table 9 Additional list of performance indicators without operationalization

From: Business process performance measurement: a structured literature review of indicators, measures and metrics

Perspectives	Performance indicators/measures/metrics	Papers
1/Financial performance
	Selling price	18, 55
	Cash flow	22
2/Customer performance
2.1/Customer performance
	Customer relationship management, direct customer cooperation, efficiency of customer cooperation, establishing and maintaining relationships with the user community	11, 22, 58
	Warranty cost	55
	Delivery cost	27
	Delivery frequency	18, 60, 73
2.2/Supplier performance
	Efficiency of cooperation with vendors, buyer–supplier partnership level, degree of collaboration and mutual assistance, nr of supplier contracts	11, 60, 73
	Information carrying costs, level and degree of information sharing	60
	Supplier rejection rate	60
	Buyer-vendor cost saving initiatives	60
	Delivery frequency	60
	Supplier ability to respond to quality problems	60
	Supplier’s booking in procedures	60
	Supplier lead time against industry norms	60
3/Business process performance
3.3/Cost-related process performance
	Cost of risks	58
	Cost per operating hour, running cost	18, 60
	Material cost	22
	Service cost	18, 22
	Inventory cost (e.g., incoming stock level, work-in-progress, scrap value, finished goods in transit)	22, 55, 60
	Overhead cost	55
	Obsolescence cost	55
	Transportation cost	55
	Maintenance cost	26
3.4/Process performance related to internal quality
	Conformance to specifications	55
	Compliance with regulation	18, 43, 55
	Verification mismatches	73
	Forecasting accuracy, accuracy of scheduling	55, 60, 73
3.5/Process performance related to flexibility
	Process flexibility	22, 58
	General flexibility	5, 22, 40
	Product or service variety	55
	Range of products or services	60
	Modification of products or services, volume mix, resource mix	18, 22, 55
	Flexibility of service systems to meet particular customer needs	60
	Effectiveness of delivery invoice methods	60
	Payment methods	52
	Order entry methods	60
	Responsiveness to urgent deliveries	60
4/“Learning and growth”-performance
4.1/(Digital) innovation performance
	R&D performance, investment in R&D and innovations	11, 16
	New product or service development costs	22
	Knowledge base	16
4.2/Employee performance
	Productivity	11, 22, 40
	Labor efficiency	55
	Labor cost	22
	Employee availability	22, 26, 40, 52
	Expertise with specific existing technologies	58
	Expertise with specific emerging technologies	58
	% of multi-skilled workforce	26
	Age distribution of IS staff	58

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