Measuring Process Performance with KPIs

Keep this: job aid

Process KPI card

• Pick 3–5 KPIs per process: outcome first, then efficiency and drivers.
• O2C: DSO, perfect order rate, order change rate. P2P: touchless invoice rate, on-time payment, blocked invoices. R2R: days to close, manual journal entries.
• Test each KPI: does it change a decision, can I influence it, is the definition precise?
• Pair KPIs to prevent gaming (touchless rate with blocked invoices; DSO with write-offs).
• Find standard apps in the SAP Fiori apps reference library; reconcile each KPI app to documents in UAT.
• Capture baselines before every change with the same definitions; record seasonality and one-offs.
• Worse and unexplained: investigate now. Better and unexplained: validate before celebrating.
• Use variants to find rework loops; fix drivers, not tolerances.
• Set regression depth by KPI impact and volatility.
• After each release: KPI watch with thresholds and an owner; add a scenario for every escaped defect.