Journal ArticleDOI
Process improvement through performance measurement: the balanced scorecard methodology
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TLDR
An insight is offered into the BSC, the key features of the concept and issues that must be addressed in its implementation as a process improvement technique are offered.Abstract:
One of the hallmarks of leading‐edge organisations – be they public or private – has been the successful application of performance measurement to gain insight into, and make judgements about, the organisation, and the effectiveness and efficiency of its programmes, processes, and people. The balanced scorecard (BSC) is a widely used management framework for the measurement of organisational performance. The BSC concept suggests that the state of processes of an organisation can be best assessed by taking a “balanced” view across a range of performance measures. This article seeks to offer an insight into the BSC, the key features of the concept and issues that must be addressed in its implementation as a process improvement technique. Further, it identifies the BSC methodology as a means of deploying strategic direction, communicating expectations, and measuring progress towards agreed objectives.read more
Citations
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Journal ArticleDOI
Performance Measurement Systems in Tourism, Hospitality, and Leisure Small Medium-Sized Enterprises: A Balanced Scorecard Perspective
Paul A. Phillips,Panos Louvieris +1 more
TL;DR: In this article, the authors analyzed the performance measurement processes within 10 best practice organizations using the balanced scorecard framework and found that four key concepts drove measurement and performance evaluation systems across the sample, including exercising of budgetary control with a view to increasing total revenue, the undertaking of customer relationship management as a means of improving quality of service and customer retention, the necessity for strategic management in managing internal business processes, and c...
Journal ArticleDOI
A critique of benchmarking and performance measurement: Lead or lag?
Karen Anderson,Rodney McAdam +1 more
TL;DR: This paper succinctly critiques the benchmarking literature and the performance measurement literature in regards to the novel concept of lead benchmarking as a possible means of achieving increased radical and innovative transformation in organizations.
Journal ArticleDOI
Indian software and pharmaceutical sector IC and financial performance
TL;DR: In this article, the relationship between intellectual capital and corporate conventional financial performance measures of Indian software and pharmaceutical companies for a period of five years from 2002 to 2006 was analyzed using multiple regression analysis for the data analysis.
Journal ArticleDOI
The performance consequence of multiple performance measures usage: Evidence from the Malaysian manufacturers
TL;DR: In this article, the authors used a mail survey of companies listed in the Directory of the Federation of Malaysian Manufacturers (FMM), year 2003, to investigate empirically the extent of multiple performance measures usage and their effects on the performance of Malaysian manufacturers.
Journal ArticleDOI
Performance measurement of construction firms in developing countries
TL;DR: In this article, the integration of the balanced scorecard and strengths-weaknesses-opportunities-threats (SWOT) matrix is described to evaluate the strategic performance of large contractors in Vietnam.
References
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Book ChapterDOI
Putting the balanced scorecard to work
Robert S. Kaplan,David P. Norton +1 more
TL;DR: The balanced scorecard as discussed by the authors shows four different perspectives in which to choose measures that can redefine a company's processes measurement system so short term and long term objectives are in balance with each other.
Journal Article
The performance measurement manifesto.
TL;DR: Industry and trade associations, consulting firms, and public accounting firms that already have well-developed methods for assessing market share and other performance metrics can add to the revolution's momentum--as well as profit from the business opportunities it presents.
Book
Performance Measurement in Service Businesses
TL;DR: Control and Performance Measuring Results Measuring Service Quality Measuring Flexibility Measurement of Resource Utilisation Measurement OFI Performance Measures: Choice and Implementation as discussed by the authors : Choice and Performance
Book
Performance Drivers: A Practical Guide to Using the Balanced Scorecard
TL;DR: In this article, the authors draw on their extensive experience with scorecard projects to provide a step-by-step method for introducing the balanced scorecard into an organization, with case studies from ABB, Coca Cola, Electrolux, British Telecom, Nat West, Skandia and Volvo.