Metrics-based process redesign with the MIT Process Handbook

This article describes how the business process re-engineering (BPR) concepts, knowledge base and software tools developed as part of the MIT Process Handbook can be extended and improved through the use of a systematic taxonomization of business process metrics. After introducing the key concepts underlying the Handbook, we propose a taxonomy of cost, dimension and value-related process metrics and show how the capture of such measures, combined with a set of special query types, enables more effective BPR. These innovations are illustrated using an example wherein the manager of a travel agency redesigns a booking process to reduce costs and increase customer satisfaction.