Using the above case as reference, answer the following question

The identification of performance measures is an important part of any BPM initiative. Identify and discuss three of the most important process performance measures for the vehicle inspection process. Why is it important to identify performance measures as part of any BPM initiative?

Exhibit 2. Goals and Key Performance Indicators for the Vehicle Inspection Department at Frumherji, Ltd. Success in the Market - KPI: Market Share -Goal: More than 55 percent Service Excellence - KPIs: Waiting time, distribution of service stations, and customer satisfaction as measured by surveys - Goals for Waiting Time For mandatory vehicle inspection, waiting time for service should be no more than 90 minutes in stations where appointments are not required For stations operating five days per week, and where appointments are available, waiting time for an appointment should be no more than five business days For stations open fewer than five days per week, the waiting time for an appointment should be no more than 14 business days For stations open on a limited monthly schedule, the waiting period for appointments should be no more than one month Stations with irregular hours must always make appointments available These rules do not apply during holidays , when employees are on sick leave, or when other extenuating circumstances exist -Goals for Distribution of Service Stations Maximum 20 km travel distance to a station for Icelandic residents in towns with more than 5,000 inhabitants Maximum 150 km travel distance to a station for Icelandic residents in more remote locations - Goals for Customer Satisfaction Minimum 80 percent of customers rate Frumherji's service positively in annual surveys Pricing - KPIs: Comparison to competitors' prices, consistency across Frumherji locations - Goals for Pricing: Same prices at all Frumherji stations and within five percent range of the average price of competiors Quality - KPs: Error rates, distribution of errors across locations and employees, homogeneity of service, comparison with government standards - Goals Error rates below three percent in all inspection systems Fewer than five percent of employees should have error rates outside three standard deviations from the mean Error rates should be within 10 percent of government specifications Error rates should be equivalent to or lower than those of competitors Employee Qualifications KPis: Education, experience, training, results from qualification testing Goals: All employees possess the required education, training, and experience; employees achieve at least a 70 percent score on qualification tests