KPI-Framework für beratungsintensive Produkte: Entwicklung und Anwendung

Abstract

Consulting-intensive products, prevalent in knowledge-intensive sectors, are characterized by high levels of customization, knowledge intensity, and intangible and qualitative performance dimensions. Traditional controlling and management tools regularly face challenges when evaluating these types of services, as quantitative metrics alone often prove insufficient. The aim of this master’s thesis was thus to develop a practical, modular KPI framework specifically tailored to the requirements of consulting-intensive products. Initially, theoretical concepts and established management models such as the Balanced Scorecard (BSC) and Objectives and Key Results (OKR) were systematically reviewed. Subsequently, an empirical analysis based on qualitative expert interviews identified key design principles for a tailored KPI framework. The resulting framework comprises six modular levels, each fulfilling specific roles: starting from initial goal clarification (Level 0), to core metrics (Level 1), project-specific performance management (Level 2), linking operational KPIs with strategic factors (Level 3), qualitative feedback mechanisms (Level 4), and finally strategic integration and alignment (Level 5). A detailed practical application example demonstrates the framework’s usability and effectiveness. The findings indicate that this framework significantly supports companies and consulting organizations in systematically managing, transparently measuring, and sustainably improving both quantitative and qualitative performance dimensions.

Date of Award	2025
Original language	German (Austria)
Supervisor	Josef Altmann (Supervisor)