Process Key Performance Indicators
Customers and enterprises are demanding relevant and quick information to improve daily decision-making associated with their operational and administrative processes. Improved information leads to better decisions resulting in improved cycle times, increased quality, and improved customer (external or internal) satisfaction.
Integrity’s KPI offering focuses on providing key measures along the dimensions of cost, quality and time to participants in a real-time format. The focus of this offering is process measures versus the broader KPI approach associated with Balanced Scorecard or Performance Management initiates (see FES offerings).
Integrity utilizes leading edge BPM applications to improve the feedback cycle and ultimately the efficiency of the designated processes. This offering is typically undertaken as a component of an overall project, although targeted points solutions have been used by our clients to address distressed and overloaded processes (e.g. billing). The Integrity approach is to utilize process information from prior phases (or facilitate process analysis if a separate project) to determine key indicators along the dimensions aforementioned. The requirements for this information is then analyzed and incorporated into the overall BPM solution.