Strategy-based prioritisation of KPIs using the fuzzy analytic network process - An application in the context of shared services

During the design of a performance management system, decision makers are
faced with the challenge to prioritise key performance indicators (KPIs) with regard to their accuracy in reflecting the goal achievement. To solve this prioritisation problem, the fuzzy analytic network process (FANP) is applied. This enables decision makers to quantify the relative importance of each KPI. The concept is proven by a case study within a shared service centre (SSC).