Multicriteria Model for Key Performance Indicators Selection Applied in a Transportation Company.

Performance indicators play a fundamental role in monitoring the effectiveness of actions that were established in accordance with the organization's strategic planning. There are several ways well-described approaches in the literature for identifying and selecting a set of performance indicators. However, at first, some organizations have limitations to implement a large number of indicators simultaneously due to resource constraints. In this sense, a process for supporting decision makers in selecting indicators is desired and so, the organization can prioritize the most important indicators to be monitored in a given time window to leverage its business strategy. In this research, the Balanced Scorecard (BSC) was used to identify key indicators and a decision support model is proposed based on FITradeoff to prioritize the indicators. This study developed a multicriteria decision making model based on both partial information and an interactive tradeoff elicitation process to support a freight transportation company in selecting a set of performance indicators.