Identification and prioritization of performance for trade decisions indicators: an application of Value Focused Thinking and Analytic Network Process

Abstract The development of a Performance Measurement System (PMS) in an organization is essential order to adequately monitor operations and enable correct timely decision-making. However, many organizations implement PMSs are not successful, mainly because they neglect the design phase, which informs what has be measured. Designing PMS complex decision problem that involves multiple stakeholders. objective this research identify prioritize commercial performance indicators most valued by stakeholders area company metal-mechanical segment. was divided into two stages, first being PO Soft (constructivist) approach: Value Focused Thinking - VFT, indicators; and, second stage, application Hard (Rationalist) Multicriteria Decision Support Method: Analytic Network Process ANP, for modeling prioritizing these. As result, 30 were identified, important ones being: percentage target achievement, sales new customers growth each customer. results found proved capable assisting definition strategy business management addition identification monitored organization.