Establishing benchmark measures for a business management system: a case study

Many organisations undertake ISO 9001 certification with a view to bettering organisational practices or improving market position. However, all too often there are no starting points established to enable the organisation to determine the outcomes of the improvement initiative. This paper describes the application of a model to identify and establish key performance indicators (KPIs) in one Australian software development company. An analysis of the effect of introducing KPIs via this model is included, along with an evaluation of the model itself.