Has anyone developed a framework for creating a Universal Health Scorecard for business processes across an organisation?
I started exploring this idea after reading Keung's 2000 research paper. My goal is to develop a common framework for assessing process health, regardless of the type of business process.
One challenge I face is that my company has both sequential and parallel processes. While sequential processes are relatively straightforward to analyse using ARIS CCPM, parallel processes are more challenging because a single case is broken down into multiple tasks, each with its own case ID. These tasks can still be linked through their original case ID.
I believe the fundamental perspectives for assessing process health should remain consistent across processes, even if the indicators differ based on their structure and the capabilities of the process mining tool.
My current perspectives, drawn from a structured literature review, are:
- Time: Turnaround time (TAT)
- Cost: FTE requirements
- Internal Customer Satisfaction: Difficult to capture through process mining alone
- Process Efficiency: Rework and handoffs
- Complexity: Deviations from the expected process flow
I excluded the specific indicators from the literature because many are applicable only to particular types of processes.
My approach is to define indicators for each perspective based on the structural properties of a process, aggregate them into perspective scores, and combine those scores using appropriate weights to calculate an overall health score.
The objective is to establish a common framework that process owners can subsequently extend with process-specific KPIs.
Much like human health, where physical and mental health represent different dimensions of overall well-being, process health could be assessed through multiple perspectives.
My question: What indicators can be derived directly from process structure, rather than domain-specific outcomes, that are not already widely used across organisations? Are there any existing research papers or frameworks I should explore?