| Titre |
| An Approach For KPIs Management Fostering BP Improvement |
| Etablissement |
Institut Supérieur d'Informatique et des Techniques de Communication
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| Directeur de thèse |
Pr. Sonia Ayachi Ghannouchi
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| Soutenance |
Le 6 janvier 2019, mention très honorable
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Résumé
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Performance evaluation remains a big issue which allows organizations to define and measure their progress towards objectives. Key Performance Indicators (KPIs) can be seen as a set of measurements to be carried out for this evaluation. Through bibliographical research, it is noticeable that there is still a need for an approach that allows managing KPIs based on Business Process Management practices. We conclude that decisions often miss essential analysis because of lack of data, development of a huge number of unknown relationships between Business Processes (BPs) and KPIs, conflicting goals, and poorly understood interaction among indicators. Furthermore, it is also very important to support this approach with a set of techniques and tools allowing such an advanced management of KPIs and permitting both explicit and implicit information to be extracted and exploited. This information can help process analysts select and improve KPIs, as well as evaluate and improve the associated BPs. This dissertation introduces a new approach titled “Key Performance Indicators' Management Assistance Approach” to improve BPs and KPIs. In our approach, we customize the BPM life-cycle phases of design, configuration, enactment, and evaluation to include our corresponding KPI life-cycle phases. Through this approach, we benefit from (1) the identification of existing KPIs from the Business Process Management Systems (BPMS), (2) the definition of specific indicators related to BP goals, (3) the representation of potential relationships between all necessary concepts based on domain knowledge experts, (4) the discovery of interesting relationships among indicators based on huge amounts of BP transaction records and (5) the subsequent contextual understanding of the KPI pertinence. All these aspects/factors are contributing to yield measured BP and form initial steps towards improvement. The approach steps and its supporting framework are illustrated and validated with two case studies.
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| Mots clés |
KPIs, BPM, Analytic Hierarchy Process, SMART criteria, Ontology, Association rules mining, Process Mining.
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| Rapport |
| Téléchargement |