The key performance indicators serve as the navigational tools for a business organization to monitor its performance. They enable the management team to take real time decisions to keep organization’s resources aligned to its business strategy to accomplish its strategic objec-tives. This research was conducted to analyse the process of establishing successful key per-formance indicators for a business organization. The research was conducted to recommend key performance indicators development framework for the case company and to test the framework to establish key performance indicator for an efficient management.

The theoretical background of the research covers crucial concepts that are needed to be taken in account before developing a key performance indicator project. The theoretical background covers comparison between two key performance development frameworks, the balanced score card framework and the winning key performance indicators development framework. The qualitative research methodology was employed for data collection for the empirical part. The collected data was utilized to analyse the case company’s business strate-gy and core business processes to recommend optimum key performance indicators.

The theoretical research analysis provided that the winning key performance indicators devel-opment framework is optimal for the case company to establish its key performance indica-tors. The empirical part analysis provided that the customer service was a vital business pro-cess for the case company that needed to be optimized and measured. The research results aimed to provide key performance indicators, which can be utilized by the case company to optimize its customer service to accomplish its strategic objectives.

The research concludes that choosing accurate key performance indicators is crucial for an organization. The key performance indicators convey the business strategy throughout the organization and they keep its resources aligned to the business strategy.