ROLE AND IMPORTANCE OF KEY PERFORMANCE INDICATORS MEASUREMENT

• Main Authors: Rade Stanković, Milan Velimirović, Dragana Velimirović
• Format: Article
• Language: English
• Published: University in Belgrade 2011-03-01
• Series: Serbian Journal of Management
• Subjects: key performance indicators (KPI); process approach; Toyota dealerships
• Online Access: http://www.sjm06.com/SJM%20ISSN1452-4864/6_1_2011_May_1-121/6_1_63-72.pdf

Key performance indicators are financial and non financial indicators that organizations use inorder to estimate and fortify how successful they are, aiming previously established long lastinggoals. Appropriate selection of indicators that will be used for measuring is of a greatest importance.Process organization of business is necessary to be constitute in order to realize such effective andefficient system or performance measuring via KPI. Process organization also implies customerorientation and necessary flexibility in nowadays condition of global competition.Explanation of process organization, the way of KPI selection, and practical example of KPImeasuring in Toyota dealerships are presented in this paper.