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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