What is most important in corporate performance management? Is it sales or financial performance? The answer is neither! Sales and financial performance are like rearview mirrors in an automobile that show you where you have been. Process excellence is like the set of automobile headlights that shows where you are headed. In companies where sales performance or financial performance is bad, quite often process performance is the root cause of failures, and the reverse is true also. If sales performance or financial performance is very good, often you can trace this success back to process excellence. In this article, I will outline 10 ways process excellence impacts corporate performance management (CPM).
Process excellence can be as simple as efficiency and effectiveness in processes. To quote the late management guru Peter F. Drucker, "Efficiency is doing things right; effectiveness is doing the right things." In a service process such as a help desk, for example, process efficiency may be a measurement of how long it took for someone to resolve the issue from the time a trouble ticket was opened. Process effectiveness would be how well the problem was solved and/or customer satisfaction measurements. While outlining the 10 ways process excellence impacts CPM, you can clearly see the role of process efficiency and effectiveness measurements.
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