Glossary

Expected outcome

Also called: expected result

The business state that must be reached when the process ends correctly. It should not be confused with a document output: an output is an approved form; an outcome is a supplier cleared to…

The business state that must be reached when the process ends correctly. It should not be confused with a document output: an output is an approved form; an outcome is a supplier cleared to contract under verified conditions.

Confusing it with the final state of the flow is a frequent and expensive error. "Request closed" is a state; "the citizen received the answer they asked for, within the legal deadline" is an outcome. Only the second can be verified.

Related terms

Achievement indicator

An indicator measuring whether the process's expected outcome was actually achieved, as distinct from those measuring flow, quality or control.

Objective-outcome-KPI matrix

A second-phase artifact linking each expected outcome to the indicator that verifies it.

Process objective

The specification of the outcome a process must produce, not a declarative sentence on a form.

Satisfaction criterion

An evaluable predicate that makes an expected outcome verifiable. It answers what must be true at completion, what must not occur, and which data prove fulfilment; without criteria, the…