A Study On Process Performance Measurement Theory And Support Software System For Process Management

Based on the research of theory & methodology and application of process management, process management - oriented Process Performance Measurement System (PPMS) which is a subsystem of process management integrated support software system (PMIS3) is proposed and studied. The architecture of PPMS, measures system, performance data obtaining, comprehensive measurement of process performance and continuous improvement are studied and the software prototype of PPMS is realized in this paper.In chapter one, technology of process management is discussed on the basis of analysis of competitive environment modem enterprise faced. The measurement connotation in process management is analyzed in detail. With the overview of research status of performance measurement inside and outside the country, the importance and necessity of studying PPMS is indicated. The meaning, intention, objective and the main work of this paper are presented.Chapter two is focused on total research of PPMS. The changing trend of enterprise is discussed and the development of performance measurement is analyzed. Balanced Scorecard and Performance Prism are taken as examples to analyze the limited support on process performance. Process management - oriented PPMS is proposed. The definition, architecture, composing steps of PPMS and its support on process management are analyzed deeply.Chapter three analyzes and discusses the measure system of PPMS totally. Choosing tenets of measures are proposed. Means of obtaining measures of PPMS by decomposing process goal and deduction steps are studied. Theory of stakeholders is discussed, mapping the attentions of process stakeholders to five aspects of performance which is finance, customer, employee, business process and society is presented and studied. Data collection of actual performance and the cost & benefit analysis are discussed finally.Comprehensive measurement of process performance and continuous improvement are studied in chapter four. Setting target value of measures, calculating measures' weight and standardization of measure value are discussed. Single - factor and comprehensive measurement of process performance are studied. Performance Data analysis is discussed, and the measure -sub process & action relationship matrix is established and analyzed for the continuous improvement of process.Chapter five discusses the system realization and the case analysis. The integration among the PPMS and the other subsystem of PMIS3 is studied. Functional modules, ER diagram of PPMS are analyzed and the main software prototype is realized. In the end, performance measurement of order processing process of Nisco Co. is discussed in detail including measures foundation, comprehensive measurement, matrix establishing and data analysis.The last chapter summarizes the achievements and shortcomings of the paper, the future research work is also suggested.