Methodology for the development of key performance indicators and customer satisfaction for the transformation strategy of the industrial complex
The article is devoted to the formation of key performance indicators (KPI) and customer satisfaction (CPI) for evaluating the implementation of strategies for the transformation of industrial complexes in the digital economy. The content of the KPI and CPI of the strategy for the transformation of...
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| Format: | Article |
| Language: | English |
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Publishing House of the State University of Management
2021-09-01
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| Series: | Вестник университета |
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| Online Access: | https://vestnik.guu.ru/jour/article/view/2985 |
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| author | A. G. Boev |
| author_facet | A. G. Boev |
| author_sort | A. G. Boev |
| collection | DOAJ |
| description | The article is devoted to the formation of key performance indicators (KPI) and customer satisfaction (CPI) for evaluating the implementation of strategies for the transformation of industrial complexes in the digital economy. The content of the KPI and CPI of the strategy for the transformation of the industrial complex as an integrated system of organizational, economic and sociological indicators is determined, allowing you to establish target quantitative values for the transformation and development of the most important elements, structures, processes and spheres of the enterprise, as well as to assess the degree of their achievement in operational and longterm periods. A methodology for the formation of KPI and CPI is proposed, a system and a scheme of mutual influence of these indicators are developed. The calculation procedure, data sources, and responsible performers for KPI and CPI are defined. Target values of KPI and CPI for industrial complexes from various regions of Russia have been developed. A general description of the mechanism for implementing KPI and CPI at enterprises is presented. |
| format | Article |
| id | doaj-art-58b10b29206248fe9bf4b18facbea393 |
| institution | Kabale University |
| issn | 1816-4277 2686-8415 |
| language | English |
| publishDate | 2021-09-01 |
| publisher | Publishing House of the State University of Management |
| record_format | Article |
| series | Вестник университета |
| spelling | doaj-art-58b10b29206248fe9bf4b18facbea3932025-02-04T08:28:09ZengPublishing House of the State University of ManagementВестник университета1816-42772686-84152021-09-010710011210.26425/1816-4277-2021-7-100-1122101Methodology for the development of key performance indicators and customer satisfaction for the transformation strategy of the industrial complexA. G. Boev0Analytical center for the Government of the Voronezh regionThe article is devoted to the formation of key performance indicators (KPI) and customer satisfaction (CPI) for evaluating the implementation of strategies for the transformation of industrial complexes in the digital economy. The content of the KPI and CPI of the strategy for the transformation of the industrial complex as an integrated system of organizational, economic and sociological indicators is determined, allowing you to establish target quantitative values for the transformation and development of the most important elements, structures, processes and spheres of the enterprise, as well as to assess the degree of their achievement in operational and longterm periods. A methodology for the formation of KPI and CPI is proposed, a system and a scheme of mutual influence of these indicators are developed. The calculation procedure, data sources, and responsible performers for KPI and CPI are defined. Target values of KPI and CPI for industrial complexes from various regions of Russia have been developed. A general description of the mechanism for implementing KPI and CPI at enterprises is presented.https://vestnik.guu.ru/jour/article/view/2985key performance indicatorscustomer satisfaction indicatorstransformation strategyinstitutional transformationinnovation changesindustrial complexmanufacturing enterprisedigital economy |
| spellingShingle | A. G. Boev Methodology for the development of key performance indicators and customer satisfaction for the transformation strategy of the industrial complex Вестник университета key performance indicators customer satisfaction indicators transformation strategy institutional transformation innovation changes industrial complex manufacturing enterprise digital economy |
| title | Methodology for the development of key performance indicators and customer satisfaction for the transformation strategy of the industrial complex |
| title_full | Methodology for the development of key performance indicators and customer satisfaction for the transformation strategy of the industrial complex |
| title_fullStr | Methodology for the development of key performance indicators and customer satisfaction for the transformation strategy of the industrial complex |
| title_full_unstemmed | Methodology for the development of key performance indicators and customer satisfaction for the transformation strategy of the industrial complex |
| title_short | Methodology for the development of key performance indicators and customer satisfaction for the transformation strategy of the industrial complex |
| title_sort | methodology for the development of key performance indicators and customer satisfaction for the transformation strategy of the industrial complex |
| topic | key performance indicators customer satisfaction indicators transformation strategy institutional transformation innovation changes industrial complex manufacturing enterprise digital economy |
| url | https://vestnik.guu.ru/jour/article/view/2985 |
| work_keys_str_mv | AT agboev methodologyforthedevelopmentofkeyperformanceindicatorsandcustomersatisfactionforthetransformationstrategyoftheindustrialcomplex |