Track: Operations Management

Abstract

Key performance indicators (KPIs) are the mainstream performance measurement methods for enterprises nowadays. The results measured by KPIs provide a key point for enterprises to improve strategically and operationally as well as highlight an analytical basis for decision-making. By quantifying the key parameters defined by the enterprise itself within a certain period of time, the indicators that are able to reflect the current state and performance can be obtained. This study aims to provide a tree-like KPI structure with a clear definition and hierarchical relationship for enterprises to identify and analyze performance. Through a comprehensive literature review, a multi-level KPI structure that combined a group of 34 KPIs that was introduced in ISO22400 and other important indicators in related literature is proposed. Besides, the supporting elements used for calculating KPIs are also defined in this study for investigating the relationships and connections between different KPIs. Such a study can also enable enterprises to implement a hierarchical intelligent dashboard to visualize a real-time situation based on the proposed KPI structure.