Process Performance Assessment

Each of the dimensions of process monitoring could result in a process performance gap. If the process does not perform as required, there is a gap created by the variance. If customer needs change, then there is a gap created by the changed process objectives. If a competitor or best practice alternative offers a better process, then there is a gap created by the opportunity.

Whether surfaced by means of performance metric variances, customer complaints or requests, or advances in best practices, these gaps must be analyzed to validate them and assess their effect. Once the performance gap is thoroughly understood, the process owner must develop and manage an intervention plan to take appropriate action. Not all gaps will require the same process improvement response. The intervention plan will address one of the two possibilities for improving a process: addressing process execution or addressing the process design.