Abstract:

One of the main challenges that businesses are facing nowadays is related to improving performance, while also considering customer demand for improved services and quality. In order to identify the areas of performance improvement in automotive companies, there is a high need for exploring the key performance indicators so that progress could be driven in both cases of poor and high quality results. The paper represents a qualitative research regarding key performance indicators (KPIs) in the automotive industry in Romania in 2015. Besides a rigorous research within the industry, the main instruments for data collection were the semi-structured interviews, which were conducted onsite with seven Quality department responsibles. The paper contributes to the research in the field by introducing a new framework, based on KPIs, used for measuring performance in quality departments within the automotive industry.