Identification and Determination of the Priority of Key Performance Indicators Perpective of Customers on Covoa Processing Industry of SMEs Scale in South Sulawesi

ABSTRACT This study aims to identify and determine the priority scale of Key Performance Indicators (KPIs) of customer perspectives on the SMEs cocoa processing industry. The method used in this research is descriptive statistic to identify the proposed KPIs, and Analytical Hierarchy Process (AHP) method to determine the weight of priority scale of KPIs on customer perspective. The result of this research is to find 12 description KPIs with 8 rank level. KPIs that became the key priority performance indicators were the percentage of increased customer satisfaction (KPIC1) and the increasing of market share (KPIC2) which was in the rank 1 position with the weight of 0.162. Priority weighting is the basis for analyzing the value of customer's performance level. The greater the weight of KPIs the greater their contribution to performance improvement.