COMPARAÇÃO DE MODELOS DOS SISTEMAS DE MEDIÇÃO DE DESEMPENHO COM BASE NOS INDICADORES DE QUALIDADE.

The objective of this research is to make a literature review of performance measurement systems in order to explain their advantages and disadvantages to highlight their differences, seeking to identify the models that were used in most organizations. It is noteworthy that, the work seeks to define the quality indicators with the intention to make possible the knowledge of the proper quality, allowing monitoring correctly for micro and small businesses. The research is characterized as an exploratory and descriptive study with a qualitative approach. It is appropriate to research the possibility of knowing a methodology, enabling small businesses, a process of decision-making based on indicators. In conclusion, organizations consider important to use performance indicators, especially the dimensions: customers and employees, innovation and finance. Finally, the results show the measurement of performance, identifying innovation strategies, considering the trends and opportunities that are intended to ensure the generation of value for the customer. [ABSTRACT FROM AUTHOR]