1. Process Management Levels
-- Analysing and Monitoring Business Processes --
© Josef Schiefer, IBM Watson

2. Process Management Levels

3. Measures varying according to the Organization Level

4. Real-time Level Characteristics Examples
Time horizon: instantly (real-time); response time for decision making can be guaranteed (within seconds); the period of time during which the decision has an effect is very short.
Financial impact: Consequences of a wrong decision are small
Transaction scope: Decisions can be made within the transaction of the source system
User groups: Customers, Users of the system (process performers)
Frequency: Decisions are made very frequently and instantly when the events are raised
Data for the decision making: Event data
Examples
Decision about whether a customer can register for a service or not

5. Operational Level Characteristics Examples
Rational: Rapid and objective feedback of business process performance. Evaluation of effectiveness of process handling changes.
Time horizon: Decisions are made very regularly (from hours to days)
Financial impact: The scope of very limited. Decisions are limited very often to a certain activity.
Transaction scope: Decisions can not be made within the transaction of the source system
User groups: Users of the system (process performers), Operational Management
Frequency: Decisions are made very frequently and when an activity is performed
Data for the decision making: Activity / work item data (e.g. processing time, waiting time)
Examples
Decision about how to perform an activity of a process
Resource assignment decisions

6. Tactical Level Characteristics Examples
Rational: Comparison of actual performance data with planned values and data from previous periods. Benchmarks with other companies. Monitoring and tracking of process targets (throughput time, process quality, costs...).
Time horizon: Decisions are made periodically (from days to months).
Financial impact: High.
Transaction Scope: Decisions can not be made within the transaction of the source system
User groups: Operational Management, Process Owners.
Frequency: Decisions are made periodically when measures for the executed processes are available.
Data for the decision making: Process instance data (e.g. process cycle time, sum of processing time, sum of waiting time)
Examples
Analysis of the development of the process cycle times
Resource capacity planning and budgeting

7. Strategic Level Characteristics Examples
Rational: Formulating strategic objectives for the core business processes. Objectives must be translated into concrete measures in coordination with area managers (Balanced Scorecard).
Time horizon: month – years. A decision is made only once.
Financial impact: The scope is wide and the financial impact is very high.
Transaction scope: Decisions can not be made within the transaction of the source system
User groups: Process Owners, Executives
Data for the decision making: Quantitative and qualitative process performance measurement values (customer satisfaction, profitability/ROI targets...) are defined and communicated throughout the company.
Examples
Analysis of the process design
Analysis of the resource types