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Requirements document
(the output to the process)
Functional Requirements
Non-functional Requirements
Constraints
Process Outcomes
Customer satisfaction
Cost of process outcome per unit measure
Quantity of output
Reliability of quality of output
Manner of delivery output
Reliability of delivery of process outcome to define programme
Delivery of process outcome within the defined timescale
Success or failure of process
Quantity of rejects, cost of rework
Quantity of waste
Extent of containment of risk
Performance Measure Types Relating to
Customers
Outcome: Result for the customer; the gain for them; the capability or benefit they will acquire
Funding Agencies
ROI: Return on investment, economic value-added
Employee Productivity Improvement: Output produced compared to
employee compensation=the return on compensation
Unit costs (per unit of output, per transaction)
Cost Reduction: With same or increased value to customers
Cost per customer: Cost of service per customers served
Expansion of customer base: Increase in actual customers served from
potential customer base
Expansion of products and services within funding limitations: New
products or services that increase agency value to customers
Performance Measures Relating
to Internal Business Process