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Most process benchmarking or process analysis projects focus on descriptive statistics such as median costs or average ratings for satisfaction and cycle time. Though useful as an indicator of current performance, descriptive benchmarking does not provide information on “why” performance is what it is and how to improve it. Statistical analysis and predictive models—analytics— help organizations understand the relationships and drivers for key business process outcome and outline why and how the organization needs to improve its processes.
These collection features case examples of analytics in action.