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

Abstract

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.

Keywords

• key performance indicators
• customer satisfaction indicators
• transformation strategy
• institutional transformation
• innovation changes
• industrial complex
• manufacturing enterprise
• digital economy