This perspective refers to internal business processes. Metrics based on this perspective allow the managers to know how well their business is running, and whether its products and services conform to customer requirements (the mission). These metrics have to be carefully designed by those who know these processes most intimately; with our unique missions these are not something that can be developed by outside consultants.
In addition to the strategic management process, two kinds of business processes may be identified: a) mission-oriented processes, and b) support processes. Mission-oriented processes are the special functions of government offices, and many unique problems are encountered in these processes. The support processes are more repetitive in nature, and hence easier to measure and benchmark using generic metrics.
Other KPI perspectives
According to the balanced scorecard the KPIs are divided into the following four perspectives:
Page: Activity Recording Compliance Rate Page: Average Call Closure Time Page: Average Lead Time of Service Requests Page: Average Utilization Page: Backlist Percentage Page: Contract Spend Ratio Page: Discounts as % of Gross Revenue - Earned Page: First Call Resolution Rate Page: First Request Fix Rate Page: Inventory Days of Supply - Direct Materials (IDS-DIR) Page: Inventory Days of Supply - Finished Goods Page: Inventory Days of Supply - Raw Material Page: Inventory Days of Supply - Work in Process Page: Maverick Spend Ratio Page: Number of Activities Page: Number of Contracts Page: Number of Products Ordered Page: Number of Slow Opportunities Page: Number of Stalled Opportunities Page: Number of Suppliers per Product Category Page: Opportunity Success Rate Page: Perfect (Purchase) Order Page: Perfect (Sales) Order Page: Price Reliability Page: Price Trend Page: Purchase Order Creation Time Page: Purchase Order Items per Buyer Page: Purchasing Demand Fulfillment Ratio Page: Purchasing Volume Page: Quote Success Rate Page: Ratio of Automatically Created Purchase Orders Page: Ratio of Purchase Order Items with Product IDS Page: Sales Quantity - Earned Page: Sales Quantity - Invoiced Page: Sales Quantity - Ordered Page: Service Order Rate of Compliance on Schedule by SLA Initial Response Date Page: Service Order Rate of Compliance on Schedule by SLA Restored by Date Page: Service Request Rate of Compliance on Schedule by SLA Initial Response Rate Page: Service Request Rate of Compliance on Schedule by SLA Restored by Date Page: Supplier Evaluation Score Page: Supplier-On Time Delivery Performance Page: Value of Obsolete Stock Page: Vendors Fill Rate or Supplier performance