Performance evaluation of organisational units based on key performance indicators with agility approach by using MADM, QFD; a case study in Darakar Company

In recent years, due to increasing competition among organisations, making a competitive advantage has become a vital issue for organisation to survive in current competitive context. Organisation agility results in progressive improvement and customers' ideal quality achievement and makes the organisation reach their competitive advantage. Therefore, the present study presents a method for prioritisation of organisation units based on key performance indicators with agility approach. Hence, firstly, KPIs factors and agility capabilities factors are determined and next, relevance and effectiveness of each agility factors on KPIs will be specified by QFD. In this paper, TOPSIS employed to rank the units. Darakar Company has been selected as the case study and findings reveal that in this company, factors of 'changing' and 'training and education' have the most noticeable effect on key performance indicators and 'production' units has the best score.