THE KEY PROCESS INDICATORS CONTROL MATRIX A VALUABLE TOOL TOWARD STABLE BUSINESS PROCESS RESULTS

This paper aims at developing a KPI Control Matrix (KPICM) and highlighting its contribution to enhance the organization performance in actual economic environment. The model was applied in a company that transits from unstructured activities to a 'process-focused organization'. The company management is the user and beneficing, the clients are the shareholders, customers and the whole society ultimately. In order to develop the KPI Control Matrix, statistical techniques were used, and the methodology provided by six sigma and lean production systems was employed to funnel the relevant factors. This model was applied in a case study: designing business processes for the Romanian Farm Land Register; the main purpose of this initiative was to design a control matrix in order to increase the stability of the process results. This approach is a premiere in the Romanian service industry.