CPP Process Performance Management & KPIs Flashcards
6 cards from real CPP practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 6 CPP Process Performance Management & KPIs flashcards as text
In process performance management, a Key Performance Indicator (KPI) is BEST described as:
Answer: A quantifiable measure that evaluates how well a process achieves its critical success factors
A KPI is a quantifiable measure directly linked to critical success factors, enabling organizations to evaluate process performance against strategic objectives.
Which of the following BEST illustrates a lagging indicator in process performance management?
Answer: Customer complaint rate measured at end of the quarter
Lagging indicators measure outcomes after a process cycle is complete, such as end-of-quarter complaint rates, reflecting results rather than predicting them.
A leading indicator in process performance management is valuable because it:
Answer: Provides early signals that allow proactive intervention before outcomes are determined
Leading indicators provide early warning signals about future performance, enabling managers to take corrective action before undesired outcomes occur.
The SMART criteria for setting process performance targets requires that targets be:
Answer: Specific, Measurable, Achievable, Relevant, Time-bound
SMART stands for Specific, Measurable, Achievable, Relevant, and Time-bound — criteria that ensure performance targets are clear and attainable.
What does a Balanced Scorecard framework add to traditional financial performance measurement?
Answer: It incorporates customer, internal process, and learning & growth perspectives alongside financial metrics
The Balanced Scorecard adds customer, internal process, and learning & growth perspectives to financial metrics, providing a holistic view of organizational performance.
Process cycle efficiency (PCE) is calculated as:
Answer: Value-added time divided by total lead time
Process Cycle Efficiency equals value-added time divided by total lead time, revealing the proportion of process time that actually adds value for the customer.