TEMEL PERFORMANS GÖSTERGELERİ İLE KRİTİK BAŞARI FAKTÖRLERİ İLİŞKİSİ: BİR HAVAYOLU İŞLETMESİ UYGULAMASI

Misyon ve vizyon, işletmelerin kendilerini nasıl tanımladıklarını, konumlandırdıklarını ve geleceğe ilişkin hedeflerini en net şekilde ortaya koyan ifadelerdir. Bu ifadeler, işletme stratejilerinin ve hedeflerinin oluşturulmasındaki temel unsurlardır. Belirtilen tüm bu unsurların gerçekleştirilmesi için bunların belirli birtakım araçlar doğrultusunda takip edilmesi, izlenmesi ve değerlendirilmesi gerekmektedir. Bu noktada kullanabilecek araçlar ise kritik başarı faktörleri (CSF’ler) ve temel performans göstergeleridir (KPI’lar). CSF ve KPI, bu çalışmanın ana konusunu oluşturmaktadır. CSF, işletmelerin misyonu, vizyonu ve stratejileri çerçevesinde oluşturduğu ve bu unsurların gerçekleşmesi için gerekli olan kilit faaliyet alanlarını temsil etmektedir. Söz konusu bu kilit faktörler belirlendikten sonra ise CSF’lere bağlı KPI’ların oluşturulması gerekmektedir. KPI’lar ise CSF’lerin, stratejilerin, vizyonun ve misyonun başarılmasına katkı sunan faaliyetlerin gerçekleştirilmesinde temel uyarıcı göstergelerdir. Bu göstergeler, işletmelere hangi unsurların düzeltilmesi ya da iyileştirilmesi gerektiği hususunda rehberlik sağlamaktadır. Çalışmada, KPI ve CSF başta olmak üzere ilgili tüm unsurların özellikleri ve ilişkileri açıklanmakta ve açıklamalar bir hava yolu işletmesi uygulaması üzerinden somutlaştırılmaktadır.

Anahtar Kelimeler:

Temel Performans Göstergesi, Kritik Başarı Faktörleri, KPI, CSF

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