Methodology for determining key internal business processes based on critical success factors: A case study in furniture industry

Purpose – The purpose of this study is to develop a methodology to help manufacturers determine and rank key internal business processes based on critical success factors (CSF).Design/methodology/approach – First, company CSF and key performance measures were determined based on vision, mission and strategic objectives statements. Second, most important CSF were prioritized according to rating scores such as cost savings, necessary improvement, and own discretion using a balanced scoreboard procedure and a prioritization matrix. Third, CSF were related to internal business processes based on “strength of relationship” in order to define the most critical internal processes. Fourth, possible differences in the perception of CSF and strategic objectives among different management levels were compared. Fifth, the methodology was validated in three furniture manufacturing companies.Findings – It was found that when a firm is missing vision or mission statements, it is imperative to define them before CSF can ...