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In order to gain long-term competitive advantages many companies are focusing on business processes wherein functional organizations are replaced by process organizations. In this paper, it is argued that improvement of business processes, radically or stepwise, is essential and should be supported by a holistic process performance measurement system (PPMS). Based on the literature and practical experience - gained through a 2-year project with four enterprises - a framework for conceptualizing and developing a PPMS is presented and lessons learned are outlined.
Peter Kueng (Sat,) studied this question.