A research on using of data analysis approach in establishing performance management culture in organisations

The increasing competitive environment has been forcing firms to be constantly innovative, to create changes and to identify their strategic goals by building the proper infrastructure that will lead to these goals. Having created the all necessary conditions to achive those goals, the firms further will need to follow them continuously, to check and to intervene if the current situation requires to do so. At this point, Performance Management Systems are needed. The relations between structures in Performance Management Systems need to be well-defined, targets and real achievements have to be analyzed constantly. The correct and robust decisions can only be taken by means of analyisis and measurement. Firms that wish to achieve success in performance management culture should analyse their circumstances on a multi-dimensional basis, should maintain data analyisis and take proper decisions based upon the correct evaluation of the current situation.In this thesis, we have conducted two applications in Azerbaijanian Industrial Bank in the context of customer satisfaction measurement and management model, investigated satisfaction levels of internal and external customers of the bank, examined inter-relationships of the factors affecting satisfaction levels with multivariate statistical analysis methods and presented the framework for measuring the overall satisfaction level of internal and external customers.