Model An abstraction of a subject that allows us to answer questions about the subject. A representation of a complex, real-world phenomenon within some acceptable and predictable tolerance. Performance Measure A factor used to gauge the speed or responsiveness, quality, or cost of a process, input, or output. That single measurable result of an activity by which the cost of an activity is accumulated. Process A sequence of logically related tasks that use organizational resources to provide a product or service to internal or external customers.
Processes have measurable inputs, value-added activities and measurable outputs.
Normally a manager within the process, has the most resources dedicated to the process, most influence in the process or feels the most pain if the process does not work well. Quality For measurement purposes, all features and characteristics of a product or service that bear on its ability to satisfy stated or implied customer needs. A measure of efficiency.