Measurement is key to understanding the actual and potential performance of business processes. In addition, measurement provides a critical link between process changes and the effects they have on customer experiences and business outcomes. This workshop introduces measurement as a discipline, then dives into common and unique process measures. Participants will learn how to evaluate and create new measures for their unique situations.

Learning Objectives:

• Learn measures common to all processes
• Learn how to evaluate and develop measures for special circumstances
• Learn about measurement in general to avoid measuring the wrong thing