Implementing KPIs in SMEs through personnel participation. A case study

Resumen

This paper presents a methodology used to implement KPIs in Small and Mediumsized Enterprises (SMEs) through personnel participation. We will illustrate it with a case study, developed in a small company that manufactures wooden furniture. This company, as do many others, has a minimalistic organizational structure and had at the beginning of the project a hardly developed management system and a lack of explicit KPIs. The work on which this paper is based was part of a project, the main objective of which was the creation of a scorecard, based on a set of KPIs that lead to a more efficient management, improving delivery times and customer service, the quality of the goods and the plant productivity. Authors participated in all phases of the project, designing the scoreboard and then the personnel participation program here presented in order to ensure project success.