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APPA Library

"Chapter 5: The Internal Process Perspective"
Author: Givens, Larry R.
Published In: Strategic Assessment Model, The, second edition
Date: 2001

The Internal Process Perspective of the Strategic Assessment Model (SAM) addresses the key aspects of evaluating and improving an organization's processes for the delivery of primary services. Defines, describes, and provides equations for  the Internal Process performance indicators: cycle time, average age, backlog index, energy usage, energy reinvestment index, project soft costs index, design costs index, and functional performance indicators.  A system of fact-based evidence should show that processes for delivering services are efficient, systematic, and focused on customer needs.  Defines what criteria are necessary to achieve the SAM-defined performance levels for this perspective. 



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