3. Define indicators at appropriate levels
Once you've decided on the areas of performance and the entities to which the indicators will apply, you can start defining them, following the approach detailed below.
3.1 Decline the purpose of the entity concerned on the performance axes
Let's suppose you define KPIs at process level, for example the Production process in a manufacturing company.
This process has a purpose, stated for example on the process description sheet: "Produce products that meet customer requirements, on time and on budget" (see Writing process description sheets
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Bibliography
"Management – Concepts and best practices Jean BRILMAN, Jacques HERARD - Éditions d'Organisation, 2011
"Optimize your process management with the SOCLE method" Olec KOVALEVSKY - AFNOR Éditions, 2010
"L'analyse modulaire des systèmes" Jacques MÉLÈSE Éditions d'organisation, 1991
ToolStandards
ISO 9000:2005 – Quality management systems – Fundamentals and vocabulary
ISO 9001:2008 – Quality management systems – Requirements
ISO 9004:2009 – Managing an organization's sustainable performance – Quality management approach
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