Title: Identifying and prioritising of KPIs based on BSC by multi-criteria decision making - the case of the Central Post Office of Isfahan

Authors: Somaye Sharifi; Hadi Shirouyehzad; Ali Nasr Esfahani

Addresses: Department of Industrial Engineering, Faculty of Engineering, Najafabad Branch, Islamic Azad University, Najafabad, Isfahan, Iran ' Department of Industrial Engineering, Faculty of Engineering, Najafabad Branch, Islamic Azad University, Najafabad, Isfahan, Iran ' Department of Management, University of Isfahan, Amiri Avenue, Hakim Nezami Street, Isfahan, Iran

Abstract: Success and survival of each organisation depends on its performance, so organisation performance measurement is very important. Performance evaluation helps the organisation with the identification and removing the weaknesses. We need a specific criterion and indicator to assess the performance. KPIs are indicators which focus on the success of organisation. This study is done to identify and rank KPIs based on BSC by MCDM in Isfahan Central Post Office. Afterwards, the ranked indicators have been analysed by their sensitivity. As a result, quality of service and work is respectively the most important indicator in the organisation. The result of the sensitivity analysis of the ranked criteria also shows that the most important criterion is financial perspective. Finally, considering the level of the importance of performance evaluation in each organisation and the important role of KPIs in its measurement, organisations can use this procedure to get optimum performance.

Keywords: performance evaluation; key performance indicators; KPIs; balanced scorecard; BSC; multicriteria decision making; MCDM; Central Post Office; Iran; financial indicators.

DOI: 10.1504/IJPQM.2016.080151

International Journal of Productivity and Quality Management, 2016 Vol.19 No.4, pp.423 - 445

Available online: 24 Sep 2016 *

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