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MANAGEMENT OF NON-FINANCIAL KEY PERFORMANCE INDICATORS IN SMALL AND MEDIUM SIZED ENTERPRISES. ÀN EXPLORATORY STUDY
Abstract
Today more than ever, it can be considered that the management of non-financial key performance indicators is a process of constant improvement in the quality aspect of entire processes, service, products and people. The researcher expects the findings to shed light on the research and to guide future research in determining a standard for non-financial key performance indicators used in a way to communicate information as a single version. By standardising common non-financial key performance indicators, all small and medium sized enterprises would be able to speak the same quality language. Research, conducted through a questionnaire, tracked how the manager uses the performance indicators. The results show that regardless of the type of enterprise (micro - MI, small - SM or medium - ME) there are significant differences regarding: a) the types of information used in the system of performance appraisal and decision-making; b) enterprise development strategy and c) how the processes are monitored. The similarities identified are related to: a) significant non-financial performance indicators used within the enterprise; and b) the instruments used to increase the product sales.
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