.../methodology/approach The study deploys a qualitative approach to generate the appropriate decision criteria. The balanced scorecard and Pareto's chart (using Minitab^® version 18) were used for gathering and analysing the pertinent criteria. Findings The process of evaluating and selecting...

.... Design/methodology/approach Literature relating to the balanced scorecard and other PM frameworks was examined to develop an initial conceptual model, and this model was substantially improved by collecting qualitative data from nine Australian and New Zealand healthcare NPOs using a case study approach...

...Aapo Länsiluoto; Marko Järvenpää Purpose The purpose of this paper is to investigate how and why a case company integrated an environmental management system (EMS) into a performance management system (PMS), specifically a balanced scorecard (BSC). Design/methodology/approach...

...Colm Heavey; Eamonn Murphy Purpose The purpose of this paper is to provide new insights in understanding the value of integrating the Balanced Scorecard (BSC) with Six Sigma. Design/methodology/approach The paper is based on a comprehensive literature review of the BSC and Six Sigma...

..., the retention of customers, the provision of new services, can be realized through this integrated model. The paper then uses the “strategy map” of the balanced scorecard (BSC) to develop and deploy these strategies and the related objective performance indices. Design/methodology/approach The establishment...

...Helen Silva Gonçalves Purpose The purpose of this paper is to present the proposal of a strategy model planning, that is lined up to a system of quality management, being also considered the strategic system of performance measurement balanced scorecard (BSC), that aims the strategy alignment...

... to participate in the literature review and analysis, which employed Delphi methods. Findings These indicators included 18 measurement dimensions, and 78 PMIs were developed. Applying these PMIs resulted in the creation of key performance indicators and a balanced scorecard (BSC) of performance measures...

... management it proposes. Design/methodology/approach Stakeholder theory is utilised to critique current scorecard‐type performance management frameworks with a particular focus on the balanced scorecard as the most popular of these. Conceptual analysis is supported by case study evidence relating...

...Shun‐Hsing Chen; Ching‐Chow Yang; Jiun‐Yan Shiau Purpose The Taiwanese higher education sector is presently facing a significant challenge with regard to supply and demand. The purpose of this paper is to examine how, in this scenario, the balanced scorecard (BSC) can be used for performance...

.../methodology/approach A cross‐sectional survey is the methodology employed. The balanced scorecard and seven categories with 80 key elements focusing on the Malcolm Baldrige Award were some approaches used to achieve the research's aims. Findings The main conclusion is that senior managers are positively...

... strengths and weaknesses lie. The case examples encompass a spectrum of approaches that work well in terms of sustained customer orientation. The CRM factor evaluation matrix and the balanced scorecard are used to draw conclusions about the cases, displayed in the form of positioning maps. Whilst all...

...Kathryn Mearns; Jon Ivar Håvold Since its introduction in 1992, the balanced scorecard (BSC) has rapidly gained in importance throughout the world. Harvard Business Review even selected it as one of the most important management tools of the past 75 years. This paper takes the performance...

... to cover the railway operations since 1999. Comparing performance before and after the implementation of TMS, almost all balanced scorecard indicators have shown improvement well beyond the target levels. This paper highlights the performance differences before and after the implementation of the TMS. ©...