Indicadores de Desempeño: el Caso de una Organización de la Sociedad Civil familiar de Sonora, México

The elements of the evaluation should be aligned with the objectives and expectations that the organizations value, and with decisions focused on improving and measuring performance at all organizational levels, taken as a result of the evaluation information. Hence the importance of identifying performance indicators that provide sufficient elements to organizations seeking to improve processes, meet objectives and satisfy the customer’s needs [Guerra-López 2007]. For this research, a Civil Society Organization (CSO) was contacted in Mexico, identifying areas of opportunity that could be evaluated and generated information to improve the individual performance of collaborators; The goal being to: design performance indicators to be used in a management model to improve individual performance and raise the quality of services offered to be neficiaries. The research is descriptive-qualitative, using methodologies of Mager and Pipe [1984], Virtual University of PEMEX [2012] and Caldwell [2000].As a result, key processes were identified and performance indicators were established for them, finding areas of opportunity and generating recommendations for improvement; Concluding that these interventions must be carried out frequently in all types of organizations to give origin to the improvement of the organizational performance deriving in better services and / or products to the clients.