• Aneta Kucińska-Landwójtowicz Faculty of Production and Logistics Engineering, Opole University of Technology
  • Marcin Lorenc Faculty of Production and Logistics Engineering, Opole University of Technology
Keywords: performance indicators, performance measurement system, effectiveness, efficiency, quality, process management


This article applies to the set of performance indicators in companies operating in the transport and forwarding services. The authors described the importance of the process approach in the management of the organization, and its main requirements connected with the measurements and performance indicators. On this basis, the identification and analysis of the processes was carried out in small and medium-sized enterprises in the area of transport and forwarding. This is followed by a proposal to develop a performance measurement system dedicated to such companies. The system includes a comprehensive set of indicators to monitor the efficiency, effectiveness, timeliness and quality of the identified processes. The presented project is the original proposal of the authors, complementing the available literature knowledge. The paper depicts the research results which are based on a case study approach


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