Process family
5 connected processes, ordered by what depends on what, with the objects handed from one to the next and the measures that sense the family's performance.
Chain · 5 processes
Redesign how work moves before adding capacity, automation, or organizational complexity.
Leads the chain · no in-family handoff
Turn an important recurring human interaction into an operable, adaptable, safe, and measurable practice connected to the work it supports.
Choose a system from the work backward—using controlled requirements, evidence, economics, risk, and implementation fit.
Turn an approved process and system decision into a controlled, adopted, measurable operating capability.
Keep a process controlled, useful, measurable, and adaptable after design and implementation end.
Measures · 30
outcome
Does the practice contribute to the process outcome it was designed to support?
Context-specific outcome evidence interpreted with the practice contribution and other material influences explicit.
Design and Validate a Recurring Human Practicequality
Does the practice produce complete, relevant, and accepted outputs?
Practice outputs accepted by the connected owner without preventable clarification or rework, with qualitative defects retained.
Design and Validate a Recurring Human Practicecycle-time
How long do commitments or decisions take to reach their defined closure?
Elapsed time from practice close to accepted disposition, reported by commitment or decision type.
Design and Validate a Recurring Human Practiceadoption
Is the practice used when applicable and avoided when its conditions do not fit?
Eligible instances using the authorized practice plus correctly routed non-eligible instances, interpreted with non-use reasons.
Design and Validate a Recurring Human Practiceexceptions
Where does use require adaptation, escalation, recovery, or abandonment?
Exceptions and adaptations by condition, participant context, cause, disposition, recurrence, and materiality.
Design and Validate a Recurring Human Practiceguardrail
Does the practice create burden, exclusion, coercion, privacy loss, retaliation risk, unsafe action, or displaced work?
Triangulated accessibility, workload, privacy, safety, participation, complaint, misuse, and connected-operating signals, with protected reporting boundaries.
Design and Validate a Recurring Human Practiceoutcome
Is the redesigned workflow improving the outcome named in the Design Brief?
The context-specific outcome measure, compared with its baseline and interpreted with other influences made explicit.
Redesign Work and Workflowquality
How often does work meet the receiving specification without correction?
Items accepted at the defined exit gate without rework divided by all items reaching the gate.
Redesign Work and Workflowcycle-time
How long does demand take to become the intended outcome?
Elapsed time from defined trigger to accepted exit, with work and wait time separable where feasible.
Redesign Work and Workflowadoption
Is the approved workflow being used?
Eligible work following the controlled workflow version divided by all eligible work.
Redesign Work and Workflowexceptions
Where and why does work leave the normal path?
Exception events by type, cause, step, and disposition per unit of demand.
Redesign Work and Workflowguardrail
Did the redesign shift cost or risk into workload, safety, quality, privacy, or customer harm?
Context-specific review of workload, overtime, safety, quality, privacy, accessibility, customer complaints, and control failures.
Redesign Work and Workflowoutcome
After implementation, does the selected system enable the outcome that justified selection?
The chartered operating outcome reviewed against baseline and selection assumptions without attributing all change to the system alone.
Select a Business Systemquality
Was every essential requirement supported by sufficient evidence before decision?
Essential requirements with an approved test and sufficient evidence divided by all essential requirements.
Select a Business Systemcycle-time
How long does a decision-ready system need take to reach authorization?
Elapsed time from entry-gate approval to Authorized System Decision, segmented by stage and waiting cause.
Select a Business Systemadoption
Does implementation use the controlled requirements, commitments, assumptions, and risks?
Required implementation artifacts linked to the Authorized System Decision divided by all required artifacts.
Select a Business Systemexceptions
How often are material requirements discovered only after selection?
Material requirements first identified after authorization divided by all material requirements, classified by cause.
Select a Business Systemguardrail
Has the choice created unacceptable data, vendor, cost, service, or exit dependency?
Review of data access and portability, integration dependency, switching cost, renewal exposure, vendor health, support, and exit feasibility.
Select a Business Systemoutcome
Is the implemented capability improving the outcome that authorized the investment?
Change in the chartered outcome from baseline, reported with assumptions and other influences explicit.
Implement a Business Systemquality
Does the release satisfy approved operating requirements?
Acceptance criteria passed without unresolved material defect divided by all acceptance criteria.
Implement a Business Systemcycle-time
How long do implementation decisions remain unresolved?
Elapsed time from decision-ready escalation to authoritative decision, segmented by type and impact.
Implement a Business Systemadoption
Are eligible users and cases operating through the intended workflow?
Eligible users and cases completing the required workflow during the period divided by eligible population and demand.
Implement a Business Systemexceptions
What defects, workarounds, failures, and escalations are occurring after deployment?
Exceptions by severity, source, affected process step, cause, owner, and age per unit of demand.
Implement a Business Systemguardrail
Is implementation shifting harm into service, workload, privacy, security, quality, safety, or control failure?
Context-specific measures compared with baseline throughout cutover and stabilization.
Implement a Business Systemoutcome
Does the process continue to produce its intended operating outcome?
The process-specific outcome measure interpreted against baseline, context, demand, and other material influences.
Operate and Improve a Processquality
Does work meet the receiving process or customer specification?
Accepted outputs without material correction divided by all outputs, supplemented by defect severity.
Operate and Improve a Processcycle-time
How long does work take from valid entry to accepted exit?
Elapsed time distribution from entry to exit, with wait and active time separated where useful.
Operate and Improve a Processadoption
Is eligible work using the active process version?
Eligible cases following the authoritative version divided by all eligible cases.
Operate and Improve a Processexceptions
Which exceptions recur, age, or cross risk thresholds?
Exceptions by type, severity, cause status, process step, interface, owner, and age per unit of demand.
Operate and Improve a Processguardrail
Is performance being purchased through hidden workload, quality, safety, privacy, inequity, customer, or control harm?
Context-specific guardrail set reviewed alongside outcome and flow measures.
Operate and Improve a Process