The performance of a process or organization can be defined in different ways. Typically, three dimensions of performance are identified: time, cost, and quality. For each of these performance dimensions, different Key Performance Indicators (KPIs) can be defined.
- The lead time (also referred to as flow time) is the total time from the creation of the case to the completion of the case.
- The service time is the time worked on a case. The service time per activity can be measured. In the case of concurrency, the overall service time may be longer than the lead time.
- The waiting time is the time a case is waiting for a resource to become available.
- The synchronization time is the time an activity is not yet fully enabled and waiting for an external trigger or another parallel branch.