Dizajniranje i implementacija sistema merenja performansi poslovnih procesa
Design And Implementation Of Business Process Performance Measurement System

Summary/Abstract: The management of modern companies includes the application of the process approach. Process approach in management is necessary since it provides a new perspective to the company's management in terms of identifying problematic, inefficient processes and activities that have a negative impact on the overall efficiency and competitive position of the company. Such business management which includes adoption and implementation of the process approach requires consideration of the issues related to designing a business processes performance measurement system as a key control and management instrument. Those companies that have not implemented process approach to management in the past, but, however, choose to implement this approach because they are faced with a fierce competition, need to set up a process performance measurement system. Therefore, the aim of this paper is to shed light on the key moments in the design and implementation of the performance measurement systems in a process-oriented company. In order to look at the above mentioned issues, the paper is organized as follows. The first section of the paper discusses the characteristics of the process orientation and classification of business processes in a process-oriented company. A conceptual framework of business process performance is developed in the following section. This is necessary in order to determine the concept of business processes performance measurement, as well as business process performance dimensions. Setting up the conceptual framework for business process performances and their measurement is a basis for analyzing the so-called strategic approach to the selection of the indicators of the business process performance and setting up (designing) business process performance measurement systems in a process-oriented company. At the end of the paper, the attention is given to the important moments and stages in developing a system to measure the performance characteristics of the business processes in a process-oriented company.

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