We present a model that defines performances of business processes. The process is conceived as service chain that delivers services to customers by a glow that links a set of organizations. This concept implies a wider view of performances, that merges common experience and conceptual models. First, the model includes all the performances that increase overall competitiveness; therefore, classic cost and efficiency indicators are integrated by effectiveness indicators, that measure service level and quality. Second, the model considers the different stakeholders involved in a process: management, customers, operators. The integration of views enables the analyst to design processes that are sustainable, i.e. consistent with the diverse expectations of the management that control the process, of the customers who receive the process outputs and of operators who actually work in the process. This multiple perspective can be used in benchmarking and in diagnosis to evaluate an existing process or to design a new process. In this paper we show how the model can be applied to rethink of a service of a Local Public Administration.
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