What is used for evaluating process performance?

Key Performance Indicators (KPIs)are the industry-standard metrics used to evaluate whether a process is achieving its definedobjectives and outputs. These indicators are tied to strategic goals and help monitor and control process health over time.

“KPIs are high-level metrics that align with business strategy and allow organizations to measure how well processes perform in terms of cost, quality, speed, and value delivery.”

– ABPMP CBOK®, Chapter 6 – Process Performance Management

Examples include:

Process cycle time

First-time resolution rate

Customer satisfaction index