Definição de indicadores de desempenho para auxiliar no gerenciamento da área comercial

Abstract

This monograph intends to establish performance indicators based on the analysis of strategic objectives to assist in the management of the commercial area of a company that sells telecommunications and IT products. Gather information from the commercial area, perform analysis using the Balanced Scorecard tool, define performance indicators and develop action plan. The study is limited to the study of the Balanced Scorecard tool and performance indicators considering the four perspectives of the tool and elaboration of strategic objectives through applied research methodology. For theoretical background, a bibliographic research was performed on the concept of performance indicators, the Balanced Scorecard tool and the main elaborated objectives. As a way to meet the objective of this study, the company data was collected through semi-structured research, thus understanding the company and the business unit under study. After the strategic objectives were defined, the indicators were proposed and the goals were established, in order to present a case study with informative richness. The objectives of this study were achieved by stressing the importance of implementing performance indicators for companies to remain competitive, as a way to assist in the management of a specific area, with the possibility of deploying the indicators in a business unit and aggregating what the company does, company already has, and in addition to defining strategic objectives and goals, suggest an action plan.