Metrics & Performance
Metrics and performance measures are used to assess whether enterprise processes are operating as intended and delivering expected outcomes. Effective metrics provide visibility into process health, capability, and compliance.
This page describes how performance measurement supports governance, accountability, and continuous improvement within the Business Process Architecture.
Purpose
Metrics enable objective evaluation of process effectiveness and efficiency. They support decision-making, identify risks or trends, and provide evidence of control during audits and management review.
Types of Metrics
Metrics may include quality indicators, compliance measures, efficiency indicators, and outcome-based performance measures. Leading and lagging indicators may be used depending on process risk and maturity.
Metric Ownership and Review
Metrics are owned by the appropriate process owner and reviewed at defined intervals. Review frequency and escalation thresholds are determined by regulatory impact, business criticality, and governance requirements.
Governance and Oversight
Performance metrics for quality-critical processes are subject to Quality Unit oversight and may be reviewed as part of management review, audits, or continuous improvement activities.