<img height="1" width="1" style="display:none" src="https://www.facebook.com/tr?id=1907245749562386&amp;ev=PageView&amp;noscript=1">

The Leonardo Blog

All Posts

Process Measurement - The Process Session #3

The Process Session is a weekly video series posted on The Leonardo Blog that discusses all things BPM and Enterprise Architecture.

Today, Marco talks about Process Measurement. 

Please let us know if you have any ideas for future topics for The Process Session.  

Watch Process Measurement, Governance and Change video seminar


Video Transcription - Process Measurement

Thank you for joining me again today for The Process Session. Today we are talking about the 7 Enablers of Business Process Management. Last time, we spoke about Process Architecture. Today we're going to talk about Process Measurement.

There are five phases of process measurement:

  • select,
  • stakeholders,
  • measures,
  • validate
  • document

You apply these phases to your processes within your process architecture. If we have a look at the process architecture we showed last time for a hospital - we selected the core process; we do have the management and support processes - we would select one core process to measure.

Now we're into the select phase. Where in there do we want to measure to give us the key measures at the output? We want one or two critical measures at the value chain level that is made up of all the decomposed processes that allow the measures to aggregate into a key performance indicator we wanted in the process architecture so that we can understand:

  • Where does it fit?
  • What is the impact on it?
  • How does it reflect?
  • How does it perform?

If we have a look at the next phase – it’s stakeholders. Which stakeholders are involved in the care for patients value screen?  It may not be all people within that organization and it may not be certain regulatory bodies or other stakeholders in the industry. So it's understanding who these people are, and sometimes that is the customer, and involving them in understanding what should these measures be. That stakeholder analysis is then pulled together, so we can understand how the people involved in this process are influenced (or should be influenced) to get the value that we're looking for and to deliver on the strategic objectives our process architecture and business.

Once we've got that we put a whole heap of measures in place to see what could we be measuring. Then after that we validate what was measured to see whether in fact they are correct and to ensure that at the lower levels we are not operating at perverse incentives  where certain measures are counterproductive to other measures - but that they all do flow up correctly and achieve what we are wanting to achieve at a higher level of process.  Then we need to put document controls in place where we can lock down and ensure that the process is our mistake- proof so that they can't easily go out of control. We show and develop methods around that on how we can mistake-state proof the process.  

So that's in essence how we follow our methodology in detail to deliver the correct measures for the correct process in our process architecture. So thank you for joining me today. Next time we will talk about governance -  how people are put in place in your organization to be able to respond to the process performance measures.


Marco Fargnoli
Marco Fargnoli
CONSULTING PRINCIPAL / TEAM LEADER Marco’s 25 years’ experience in small to large business operations from the ‘shop floor’ as an Avionics Technician to the ‘Executive boardroom’ as the Global Business Process Manager for GE Aviation Systems has provided in depth business knowledge and an excellent practical foundation to his academic qualification, Master in Business Process Management. Marco is passionate about helping people in all areas of life and infects others with his enthusiasm.

Related Posts

Leonardo wins 2020 Red Hat ANZ Professional Services Partner of the Year

Red Hat announced Leonardo as their 'ANZ Professional Services Partner of the Year'. This is the third year in a row Leonardo has been recognised at these regional awards, and we're extremely honoured again for this acknowledgement. Well done to Team Leonardo for your superb work delivering great outcomes for clients - and to Red Hat Asia Pacific for their amazing partner growth and results over the past year.

Leonardo Invests in Apromore to advance AI-Driven, Open-Source Process Mining Technology

MELBOURNE, AUSTRALIA – 7 July 2020 – Leonardo today announced its investment in Apromore - a leading developer of open-source, AI-driven process mining technology. The investment forms part of a Series A round of funding totalling $A6.8 million, led by German business process management specialist GBTEC, and also included The University of Melbourne, which helped to incubate Apromore prior to spin off.

Leonardo wins 2019 Red Hat Hackathon - Customer Experience with OpenSource

      We're thrilled to share with you that Leonardo has won 2019 Red Hat Hackathon 'ReBoot Customer Experience with Open Source'. Early on Friday morning ( 5am AEDT 13th December 2019),  Leonardo awarded first place from a field that included 320 participants from across the globe.  The Hackathon's brief was to reinvent customer experience using Open Source. Providing an outstanding customer experience that customers actually love is especially challenging in more traditional industries like banking, insurance, telecommunication, public sector/government, healthcare, manufacturing, or transportation. These markets offer great opportunities for change and disruption as has been shown by many examples such as Uber disrupting transportation, Twilio disrupting telcos and Stripe or Transferwise disrupting banking.  We want you to be the next disrupter who creates a customer experience that users actually love.  An Open Source solution - ACE  Airline Customer Experience Our project is an application using a Red Hat Process Automation Manager process-as-microservice developed for "ACE Airlines", our fictional client (see video above for the demo). It communicates personalised, event-driven (gate change, delay, etc.) messages to passengers in the language of their choice, using their preferred communications type (SMS, push notification, email).