AN OBJECTIVE-BASED APPROACH FOR DEFINING AND SELECTING THE MOST RELEVANT KPIS FOR MEASURING BUSINESS PROCESS PERFORMANCE

ABSTRACT

The purpose of our work is to improve the performance of business processes. Our contribution consists of proposing an approach to defining key performance indicators for a set of well-defined objectives. To test our approach, we defined a set of objectives and KPIs, and then we elaborated a survey to match the objectives to different specific KPIs. This survey is applied to the case study of a COVID-19 care process and is dedicated to the members of Farhat Hached's crisis unit. In addition, we have developed a web application dedicated to the crisis unit. This application allows to (1) add the objectives and to manage the KPIs, (2) assign the objectives to the KPIs, (3) display a comparative table of the values of the KPIs, (4) present a histogram for each KPI. Moreover, through this prototype we can (5) know the percentage of the achievement of the objectives. Furthermore, we used the DMN, based on the Signavio tool. Indeed, the use of DMN in our work consists first in matching the objectives to the KPIs, then placing the decision rules based on the threshold values of the KPIs, entering the observed values, and finally obtaining the result about the achievement of the objectives. © 2022 CURRAN-CONFERENCE. All rights reserved.