Title: Organisational management through performance indicators

Authors: Liane Mahlmann Kipper; Elpidio Oscar Benitez Nara; Julio Cesar Mairesse Siluk; Cristian Caurio; André Luiz Emmel Silva; Juliana Ipê Da Silva

Addresses: Industrial Systems and Process Department, University of Santa Cruz do Sul, Avenue Independência, 2293, 96815-900, Santa Cruz do Sul, Brazil ' Industrial Systems and Process Department, University of Santa Cruz do Sul, Avenue Independência, 2293, 96815-900, Santa Cruz do Sul, Brazil ' Department of Production Engineering and System, Federal of Santa Maria, Avenue Roraima, 1000, Cambí, 5505 32208442, 97105-900, Santa Maria, Brazil ' Industrial Systems and Process Department, University of Santa Cruz do Sul, Avenue Independência, 2293, 96815-900, Santa Cruz do Sul, Brazil ' Industrial Systems and Process Department, University of Santa Cruz do Sul, Avenue Independência, 2293, 96815-900, Santa Cruz do Sul, Brazil ' Industrial Systems and Process Department, University of Santa Cruz do Sul, Avenue Independência, 2293, 96815-900, Santa Cruz do Sul, Brazil

Abstract: The performance indicators are essential for showing with clear measures the company's performance, according to the information needs exposed by the administration, however is a need to move forward in the process to promote the strategic alignment and prepare them for implementation of the strategy. This research aims to propose a method of support for the improvement of management of companies through the integration of processes with the strategic guidelines. The method was developed from the combination of a strategic management methodology based on performance indicators and process management. The results with the partial application of the method were satisfactory because they show that it extends the vision of the manager and approaches the operational and the strategy. This contributes not only in the case of the organisation analysed, but also for companies from other areas of activity, in order to perform a more effective and competitive management.

Keywords: strategy; measurement of performance; business process management; BPM; performance indicators; balanced scorecard; BSC; strategy management.

DOI: 10.1504/IJSOM.2019.103986

International Journal of Services and Operations Management, 2019 Vol.34 No.4, pp.447 - 464

Received: 11 Jan 2017
Accepted: 13 Sep 2017
Published online: 05 Dec 2019 *

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