Abstract

This paper presents a method of problem solving using Key Performance Indicators to measure, monitor and manage business results in a joint-stock company. A joint-stock company has a large number of functions, that work on the principle of several profit centers, which have mutual processes of management, marketing, development, sales, supply and logistics and have an established Quality Management System according to the demands of the ISO 9001:2008 standard. At the same time, the measurement of process performance, as a key element of the Quality Management System in a joint-stock company must be done in a unique manner no matter the diversity of the functions. This is the basis for development of the unique measurement methodology of performance process measurement and key business indicators as a whole. The results of the application of a given methodology on certain processes in a given joint-stock company are described.

Key words: Key performance indicators (KPIs), quality, system, joint-stock company, balanced scorecard, Total quality management (TQM).