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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Autor principal:	A. G. Boev
Formato:	article
Lenguaje:	RU
Publicado:	Publishing House of the State University of Management 2021
Materias:	key performance indicators customer satisfaction indicators transformation strategy institutional transformation innovation changes industrial complex manufacturing enterprise digital economy Sociology (General) HM401-1281 Economics as a science HB71-74
Acceso en línea:	https://doaj.org/article/58b10b29206248fe9bf4b18facbea393
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spelling	oai:doaj.org-article:58b10b29206248fe9bf4b18facbea3932021-12-03T07:43:36ZMethodology for the development of key performance indicators and customer satisfaction for the transformation strategy of the industrial complex1816-42772686-841510.26425/1816-4277-2021-7-100-112https://doaj.org/article/58b10b29206248fe9bf4b18facbea3932021-09-01T00:00:00Zhttps://vestnik.guu.ru/jour/article/view/2985https://doaj.org/toc/1816-4277https://doaj.org/toc/2686-8415The 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.A. G. BoevPublishing House of the State University of Managementarticlekey performance indicatorscustomer satisfaction indicatorstransformation strategyinstitutional transformationinnovation changesindustrial complexmanufacturing enterprisedigital economySociology (General)HM401-1281Economics as a scienceHB71-74RUВестник университета, Vol 0, Iss 7, Pp 100-112 (2021)
institution	DOAJ
collection	DOAJ
language	RU
topic	key performance indicators customer satisfaction indicators transformation strategy institutional transformation innovation changes industrial complex manufacturing enterprise digital economy Sociology (General) HM401-1281 Economics as a science HB71-74
spellingShingle	key performance indicators customer satisfaction indicators transformation strategy institutional transformation innovation changes industrial complex manufacturing enterprise digital economy Sociology (General) HM401-1281 Economics as a science HB71-74 A. G. Boev Methodology for the development of key performance indicators and customer satisfaction for the transformation strategy of the industrial complex
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
author	A. G. Boev
author_facet	A. G. Boev
author_sort	A. G. Boev
title	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_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_sort	methodology for the development of key performance indicators and customer satisfaction for the transformation strategy of the industrial complex
publisher	Publishing House of the State University of Management
publishDate	2021
url	https://doaj.org/article/58b10b29206248fe9bf4b18facbea393
work_keys_str_mv	AT agboev methodologyforthedevelopmentofkeyperformanceindicatorsandcustomersatisfactionforthetransformationstrategyoftheindustrialcomplex
_version_	1718373390530641920

Methodology for the development of key performance indicators and customer satisfaction for the transformation strategy of the industrial complex

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