Design of key performance metrics

This document deals with process approach and it´s use in measuring companies performance. It presents an overview of individual approaches, from traditional containing only financial indicators to modern ones using non-financial indicators and incorporating into the measurement the areas related to customers employees and more. The work also mentions the Quality Management System contained in ISO 9001: 2015 and it´s approach to performance measurement. The chapter about metrics covers performance measures, in particular key performance indicators, their purpose, properties and distribution. Here are also presented the procedures for their determination and the pitfalls to be taken into consideration in their selection and use. Next chapters are devoted to the compilation of a metric system of specific companies