Development of key performance indicators modules for small and medium-sized enterprises in production industry

Abstract

For small or medium-sized companies in the production industry, it is strongly advisable to intensify the use of key indicators in analysis and daily work, as well as open and honest communication throughout all levels of the organization as key factors for success. Although many enterprises now run customer relationship management systems to promote professionalization in the areas of customer satisfaction and customer service, key indicator systems are rarely used in a meaningful and optimal way. Massive potential for optimisation can be found in the whole system, so that a scientific survey study has been carried out in a number of companies from production industry. Based on the elements revealed by this study, a development of key performance indicators modules is proposed and synthetically described in the present paper. This development includes a series of key performance indicator – modules covering process and production management, sales management, customer and acquisition, human resources and innovation management, as an advanced structuring system in the field of key performance indicators.