Key Performance Indicators and Improvement of Productivity: Balanced Scorecard Approach

The objective of this research is identifying the key performance indicators of organization based on Balanced Score Card approach and studying their role on the improvement of productivity of organization. This is a survey and cross sectional research that implemented in summer, 1391. The population is the chief and mid executives of Isatis pasteurized milk industry in Yazd (N=35). Based on Cochran's sampling formula, 32 people, were selected with random sampling. Data gathering was done by questionnaire. Data were analyzed based on proper Statistics tests and Fuzzy Topsis. From the 18 key performance indicators of company, the managers believe that 5 criteria are more influential in improvement of productivity. The commitment to organizational aims (the productivity of employees were the critical factors). Among the other critical success factors which influence on productivity are the effectiveness of marketing in customer perspective, cost control in financial perspective, and repairs and maintenance in internal processes perspective.