– Based on a systematic literature review, requirements on a PPMS are identified in order to derive concrete demands and design features for such a system by using quality function deployment (QFD). The purpose of this paper is to formulate a proposal for design recommendations toward a holistic, customer-oriented Process Performance Measurement System (PPMS).
– A literature review is used to identify customer demands and design features that characterize a PPMS. To determine the critical design features of a customer-oriented solution, the QFD method is applied.
– The paper confirms that there is currently no published concept for an integrated, holistic PPMS. Therefore it provides a first approach to the formulation of a design recommendation based on the customer requirements and design features. A literature-based weighting facilitates a first identification of critical design features. The identified conditions specify the context which can be regarded as a prerequisite for the application of the system.
– As a result of the investigation, two main issues were identified, which restrict the complete development of a House-of-Quality matrix and therefore require further research: First, no reliable relationships between the customer requirements and design features could be derived from the conducted content analysis and second, no correlations between the identified design features could be detected.
– The paper provides a design basis for specific application systems and their information requirement analyses. It can also serve as an evaluation basis for existing software products in the market.
– The connection of a literature review with the QFD procedure transfers a consolidated state of PPMS research into an applicable design recommendation and therefore supports rigor and relevance of the research.
