Key Performance Indicators (KPIs)are the industry-standard metrics used to evaluate whether a process is achieving its definedobjectives and outputs. These indicators are tied to strategic goals and help monitor and control process health over time.
“KPIs are high-level metrics that align with business strategy and allow organizations to measure how well processes perform in terms of cost, quality, speed, and value delivery.”
– ABPMP CBOK®, Chapter 6 – Process Performance Management
Examples include:
Process cycle time
First-time resolution rate
Customer satisfaction index
[Reference: ABPMP CBOK®, Chapter 6 – Process Performance Management, ]
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