Using Metrics To Drive Business Process Management (BPM) Excellence
We respect your privacy, by submitting this form you agree to having your details passed onto the sponsor who may promote similar products and services related to your area of interest. For further information on how we process and monitor your personal data click here.
Businesses require new metrics that focus on customer experience and business agility
Process performance metrics give insight into how well a business process delivers against a range of metrics. Research recent conducted by Forrester Research - in conjunction with PEX Network - found inadequacies with current BPM metrics employed by many organization. Instead, better metrics for measuring the customer experience and business agility need to be developed and implemented to help organizations better prepare for the future.
The research was based on a survey with over 700 process professionals asked questions about the range of metrics that they are using to measure quality, productivity, customer experience, and business agility (i.e. the speed at which a company can launch new products and services to respond to changes in the market).
In this slide deck, Forrester summarizes the key findings of the survey.
Download this slide deck to:
- See key survey findings and data sets on what BPM metrics companies are using
- Understand the limitations of current BPM metrics
- Identify why more robust metrics around customer experience and agility are critical to build for the future