Balanced Scorecard

Performance Measurement Systems in Theatres: The Case of the Municipal Theatre of Ferrara

by Francesco Badia

Co-authored with Elena Borin, published in 'Quaderni del Dipartimento di Economia Istituzioni Territorio', n. 20, novembre 2011

In recent years, cultural organisations have introduced and tested new management tools to achieve their institutional... more In recent years, cultural organisations have introduced and tested new management tools to achieve their institutional goals of efficiency, effectiveness and social cohesion. This process has been widely linked to New Public Management for public sector cultural organisations, but the introduction of these tools has been an interesting process in private cultural organisations too.
This paper aims at considering more specifically one kind of management tools: performance measurement systems. Their goal is to give to the management a set of information of quantitative and qualitative nature that could guide the strategic choices in the long-term. With this work, we will consider the real possibilities of application of a good performance measurement system in cultural organisations, with a particular focus on theatres.
Our research starts with the analysis of the theoretical framework of performance measurement systems and theatres management. The theoretical approach is supported by the analysis of a case study, the Municipal Theatre of Ferrara (Italy). In this way, we will try to verify and discuss opportunities and critical points implied by the introduction of a performance measurement system in theatres.

Mapa estratégico do BSC como ferramenta de apoio ao programa de responsabilidade ambiental na Justiça Federal do RN

by Josué Medeiros Júnior

Uma proposta de indicadores da competição baseada no tempo utilizando a abordagem do Balanced Scorecard

by Ramon Narcizo

A essência da competição baseada no tempo (TBC) envolve a redução do tempo em cada atividade relacionada a um produto... more A essência da competição baseada no tempo (TBC) envolve a redução do tempo em cada atividade relacionada a um produto ou serviço, desde a sua criação até entrega do mesmo. As melhorias em produtividade, qualidade e tempo muitas vezes não sãão percebidos nos resultados financeiros. Os indicadores clássicos de mensuração muitas vezes não se mostram suficientes para medir a redução dos custos e aumento de lucratividade dentro da cadeia de valor e redução do tempo da estratégia da TBC. O objetivo deste artigo é estabelecer indicadores estratégicos dentro da abordagem da competição baseada no tempo com base no Balanced Scorecard (BSC), possibilitando a identificação de um conjunto de indicadores que possam auxiliar as empresas e fornecer as informações necessárias para uma implantação eficiente das suas estratégias baseadas no tempo e melhoria da competitividade.

Introducing the Scorecard to Pharmacy Benefit Manager

by Texas State PA Applied Research Projects

Pham, Kim, "Introducing the Scorecard to Pharmacy Benefit Manager" (2004). Applied Research Projects, Texas State University-San Marcos. Paper 20.
http://ecommons.txstate.edu/arp/20

Prescription drugs are considered the fasting growing component of national health care expenditures, experiencing... more Prescription drugs are considered the fasting growing component of national health care expenditures, experiencing double-digit growth rates in the last 6 years. The rising cost of prescription drugs has gained the attention of policy makers, health plan sponsors, health care practitioners, and patients. Many have looked to pharmacy benefit management companies to help achieve cost effective, high quality pharmaceutical care at a high level of service.

The pharmacy benefit management industry has performance measures that help track progress towards this goal. This study identified performance measures employed in the pharmacy benefit management industry. The measures are classified using the Balanced Scorecard model. This management tool enables the industry to more fully use performance measures. Using the Balanced Scorecard framework, a survey was developed to determine the extent of use of the identified performance measures. The survey was sent to mid to senior managers of pharmacy benefit management companies.

The findings revealed financial related measures were most commonly used. The second most commonly used measures were those relating to internal business processes followed by learning and growth measures. The least most commonly used measures were those relating to customers.

Formulating Strategic Directions for Indigenous Knowledge Management Systems.

by Tariq Zaman

Tariq, Z., Narayanan, K., & Yeo, A. W. (2010). Formulating Strategic Directions for Indigenous Knowledge Management System. 2nd Semantic Technology And Knowledge Engineering Conference (STAKE 2010). Kuching: MIMOS BERHAD and University Malaysia Sarawak (UNIMAS).

In modern organisational structures knowledge management practices consist of knowledge generation, capture, sharing... more In modern organisational structures knowledge management practices consist of knowledge generation, capture, sharing and application. The organisations emphasize on codification and documentation of implicit knowledge and transform it to explicit form. Indigenous communities however have much less codified knowledge relying mainly on oral and tacit form. The communities have their own processes of storage, leveraging, sharing and applying knowledge which is different from knowledge management processes of corporations and research organizations due to the oral and tacit structures of these processes.
In this paper we present a model for formulating strategic directions for an indigenous knowledge management system. We have designed a knowledge management assessment tool for Indigenous Knowledge Management Systems (IKMS) which has been tested in remote community in Bario, Sarawak. On the bases of our assessment of IKMS, community capacity and resources, we have developed a strategic map for IKMS in Bario. This work serves as an extension to the previous literature on designing the Balanced Scorecard for IKMS.

Ein Wissensmanagementansatz auf Basis der Balanced Scorecard

by Roland Helm

Measuring Information Technology Support Level at The Directorate of Communication and Information Technology Transformation, The General Directorate of Taxes, by Using The IT Balanced Scorecard and U.S. GAO

by Achmad Nizar

The Directorate of Communications and
Information Technology Transformation (CITT
Directorate) have a task... more The Directorate of Communications and
Information Technology Transformation (CITT
Directorate) have a task in realizing the strategic
plan of the General Directorate of Taxes through
the modernization of the IS / IT efficiently and
optimally. To assess the level of efficiency and
optimizing the use of IT, the measurement process
is required on an ongoing basis. In this research,
the measurement of the level of support for the IS /
IT at the CITT Directorate, so the CITT
Directorate can fix the things that were deemed to
be weak. The instruments used are the IT
Balanced Scorecard, developed by Grembergen
based on the concept of Balanced Scorecard. In
addition, writer also used indicators derived from
U.S. Governance Accountability Office (U.S.
GAO). These indicators are used as material to
assess the level of IT support is done by
distributing questionnaires to the staff of the CITT
Directorate. Based on the IT Balanced Scorecard
measurements performed showed that the level of
IT support to the Directorate of Communications
and Information Technology Transformation on
the perspectives of 49% company contribution,
user orientation perspective by 73.8%, the
perspective of organizational improvement by
68.3% and future-oriented perspective 25.6%.

Institutionalising Performance Management In R&D Organisations: Key Concepts and Aspects

by Robert M. Yawson

Robert M. Yawson & Alistair J. Sutherland

J Social Sciences, Vol. 22, No. 3, pp. 163-172, 2010 | January 10, 2010

In an era in which accountability, cost effectiveness and impact orientation are at premium, Research and... more In an era in which accountability, cost effectiveness and impact orientation are at premium, Research and Technological Organisations are under pressure not only to improve their performance but also to be able to demonstrate this improvement. This pressure is particularly hard-felt by agricultural research organisations, where funders’ perceptions of a lack of evidence for the uptake and impact of products and services are raising questions about their efficacy and existence. Such pressures can be traced back to several factors, including changes in management trends and the growing scarcity of donor funding in the face of proliferation of Non-Governmental Organisations. These pressures have focussed R&D Organisations attention on the need to develop monitoring and evaluation systems that are capable of ensuring and demonstrating improved performance. In recognising that the developmental impact of research is notoriously difficult to assess, the paper is predicated on the belief that indicators of organisational uptake can provide reliable proxies, or ‘leading’ indicators of development impact. The background to this paper is a DFID-funded pilot action research project that ran between September 2001 and December 2002. The project aimed to adapt and test a novel approach to performance management within three agricultural research and development agencies. The key concepts and aspects of this novel approach and similar work done are discussed.

Developing a Performance Measurement Framework to Enhance the Impact Orientation of the Food Research Institute, Ghana

by Robert M. Yawson

R&D Management, Vol. 36, No. 2, pp. 161-172, March 2006 | March 1, 2006

Research institutions in Ghana are facing various challenges. It is the contention that viable research and... more Research institutions in Ghana are facing various challenges. It is the contention that viable research and development institutions are needed for achieving sustainable change in areas of national importance. A key aspect of institutional viability is strong performance management. This implies clear and workable approaches to performance measurement. This paper looks at the initial experiences in a collaborative effort to develop a performance measurement framework for the Food Research Institute (FRI) and the application of the Balanced Score Card (BSC) at institutional level. The process of diagnosing and analysing institutional monitoring and evaluation capacity and systems is described using a mix of diagnostic tools. Stages in applying the BSC approach are documented and the added value of the scorecard perspectives in highlighting focal areas for performance measurement and management within FRI. These are placed in the context of ongoing changes in the external environment posing both threats and opportunities. Changes implied by the introduction of the concept are discussed in the context of current constraints and the way forward is mapped out in terms of enhancing FRIs' impact orientation through the application of improved performance measurement and management.

A sustainability model for a Venture-capitalist firm: metrics for a shari’ah-based balanced scorecard

by Tunku Alina Alias

Co-authored with Abdou Karim Diaw and presented at the Inaugural ISRA colloquium in Kuala Lumpur on 28th June 2011.

This paper discusses what is required for a venture-capitalist firm to successfully distinguish itself in both... more This paper discusses what is required for a venture-capitalist firm to successfully distinguish itself in both Shari’ah and market driven manner. A balanced scorecard is derived for the venture-capitalist firm in order to focus and guide its strategies towards
successfully achieving its targets as measured by a profitable exit for its investee companies and alpha returns for itself and its partners. The metrics that will be addressed in the balance scorecard will include the requisite skill-set of the venture capitalist partners, financial modeling and planning, risk-reward assessment, criteria for investee portfolio and the level, processes and type of extra-financial support to be provided to the portfolio. These metrics are filtered through Shari’ah-based principles and processes to result in a sustainable model for an Islamic venture capitalist firm that provides a broader perspective on its health and activities.

The best selection of strategic plans in balanced scorecard using multi-objective decision making model

by Javad Dodangeh

In increasingly competitive business environments, many organizations adopt the strategic planning approach to strive... more In increasingly competitive business environments, many organizations adopt the strategic planning approach to strive for business excellence. On the other hand achievement and implementation of strategies can perform an important role for the purpose of organizations' success. Balanced scorecard is an appropriate tool for designing operational strategies. In fact one of the balanced scorecard problems is the miss selection in strategic plans' performance. So, in this paper by using proposed model, using the consensus of organization's managers and experts' opinions, measures of four perspectives and general objectives are determined in BSC, and then using experts' opinions and taking the relative importance of decision makers' opinions into consideration, by using Goal Programming model, the performances of strategic plans are selected in BSC model.

The introduced method is used in a study and extracted results from it are analyzed from different points of view. In this article Initiatives is called strategic plans.

Keywords: Balanced Scorecard, Initiatives, MODM, Goal Programming

Ranking of Strategic Plans in Balanced Scorecard by Using Electre Method

by Javad Dodangeh

In a growing competitive business environment, many organizations have taken by adoption the strategic planning... more In a growing competitive business environment, many organizations have taken by adoption the strategic planning approach to an effort for business excellence. Implementation of proper strategies plays a vital role for organizations' success. Balanced scorecard is a suitable tool for designing operational strategies. However, one of the balanced scorecard problems is the selection in strategic plans' performance. In this paper, was settled a model for selection of strategic plans in Balanced Scorecard using Electre method. So first using the consensus of organization's managers and experts' opinions, measures of four perspectives and general objectives are determined in BSC. And then using experts' opinions and taking the relative importance of decision makers' opinions into consideration, by using Electre1, the performances of strategic plans are selected in BSC model. The results are shown that the introduced method is more reliable and acceptable and the experts were verified the model for selecting of strategic plans in BSC in operation. The introduced method was used in a study and extracted results from it were analyzed from different points of view. In this article Initiative is called strategic plans.

Keywords: Balanced Scorecard, Initiatives, MCDM, ELECTRE

PRIORITIZING HIGHER EDUCATION BALANCED SCORECARD PERFORMANCE INDICATORS USING FUZZY APPROACH IN AN IRANIAN CONTEXT

by Mehran Nejati

De Balanced Change Card: Een raamwerk voor het inrichten en evalueren van veranderorganisaties

by Willem Bouman

Koster, E. & W. Bouman, De Balanced Change Card: Een raamwerk voor het inrichten en evalueren van veranderorganisaties , M&O Tijdschrift voor Management en Organisatie, 1997, nr. 5

De Balanced Change Card: Vormgeven van veranderorganisaties

by Willem Bouman

Koster, E. & W. Bouman, De Balanced Change Card: Vormgeven van veranderorganisaties , in: M. Egberts & H.J. Stroes (red.), Verandering in praktijk, 1998, Deventer: Kluwer

The Balanced Change Card: A Framework for Designing and Assessing Organizational Change Processes

by Willem Bouman

Koster, E. & W. Bouman, The Balanced Change Card: A Framework for Designing and Assessing Organizational Change Processes , Academy of Management Conference, Chicago 1999

Le thème de l’alignement dans les tableaux de bord stratégiques – Leçons tirées de la pratique

by Vassili JOANNIDES

Gumb, B., Fressoz, P. and Joannidès, V. (2011), "Le thème de l’alignement dans les tableaux de bord stratégiques – Leçons tirées de la pratique", Revue Française de Gestion, Vol. 211, pp. 119-130.

Cet article traite, à travers l’interprétation de six récits concernant des projets de mise en oeuvre de tableaux de... more Cet article traite, à travers l’interprétation de six récits concernant des projets de mise en oeuvre de tableaux de bord
stratégiques, de la pertinence du thème de l’alignement tel que l’entendent notamment Kaplan et Norton (1996, 2006, 2008). Ce thème, qui sous-tend à la fois les discours normatifs et les critiques adressées à l’outil, n’apparaît pas vraiment dans une forme épurée, s’avérant toujours problématique. Les enjeux de légitimité et de communication, notamment, apparaissent comme essentiels, à l’instar de ce qu’ils représentent dans tout autre outil à vocation stratégique. Le balanced scorecard ne serait donc ni un long fleuve tranquille permettant de retrouver une pertinence perdue, ni un outil mécaniste de réification de la
domination bureaucratique. Cet article a pour contribution principale de revisiter les fondements théoriques de tout tableau de bord stratégique.

Panayiotou N.A., Ponis S.T. and D. Apostolakos, An Integrated Balanced Scorecard and Simulation Approach for Measuring Call Centre Operation Performance, WSEAS Transactions on Business and Economics, Vol. 3 No. 6, 2006, pp. 467-472.

by Stavros Ponis

The importance of delivering world class services to customers around the globe has emerged the call centres as a... more The importance of delivering world class services to customers around the globe has emerged the call centres as a strategic asset for customer-centric companies in all industries. The need for high service level and low operational cost achievements puts pressures on the companies and calls for sound decision making and accurate operation performance measurements. As a result, organisational decision making, regarding the call centre, is more and more connected to the corporate strategy influencing critical success factors, such as the customer service level. Tools like the Balanced Scorecard and Business Process Simulation are well known to assist organisations in all levels of management decision making (operational, tactical and strategic). This study proposes a joint effort, combining business process simulation and Balanced Scorecard into a powerful management tool that is capable of developing alternative dynamic scenarios subject to different parameters such as staffing needs, alternative process workflow, priority rules and desired customer service levels.

The Evolution of Concepts in Business Performance Measurement

by Rhett Trickett

This paper reviews existing literature on Business Performance Metrics (BP Metrics) and Performance Measurement... more This paper reviews existing literature on Business Performance Metrics (BP Metrics) and Performance Measurement Systems (PMS). It begins by examining the characteristics, uses and risks of PMS. The paper then chronologically reviews common concepts in BP Metrics and PMS to give the perspective of evolution on the subject of PMS. The review includes summaries and partial analysis of topics such as of Total Quality management (TQM), the Balanced Scorecard (BSC), Key Performance Indicators (KPIs), SMART indicators, Benchmarking, The Performance Prism and Feedback Control systems. Finally the paper concludes with key observations learned from the literature review and poses suggestions for further research.

Applicability of ‘the balanced scorecard’ and ‘triple bottom line' accountability and sustainability within a educational/school context

by Nathan Hutchings

(2011), The Australian Educational Leader, 33(3), 24-29