Balanced scorecard (BSC) is widely used to achieve strategic objectives, ensure the efficient operation and successful development of enterprises, institutions and organizations. Multiple information sources describe different approaches to BSC design and models created on the basis of these approaches. Introduction and subsequent functioning of the Quality management system in the Republican Medical Library-Information Center (RMLIC) in Kazan (Republic of Tatarstan) has led to the need for such BSC in the institution, which would have ensured the proper quality of its products and services. However, the analysis of publications revealed the absence of the models for bibliographic and information activities suitable for practical use at the moment.It was decided to develop the conceptual model of BSC, basing on the international and own experience and considering specific features of RMLIC area. The article describes the advantages and disadvantages of a number of models and approaches to the construction of BSC, the basic provisions and main principles of designing conceptual model of such system for bibliographic and information activities. The opinion is expressed that synergetic approach allows to create a model, providing fine and well-tuned strategy, formation of key performance indicators that contributes to improve the activities of institution engaged in the provision of library-bibliographic and information services.The author’s conceptual model of the balanced scorecard is presented graphically and described in detail. It meets the needs of RMLIC and logically fits into the control system of the institution operating in the conditions of continuous improvement of the Quality management system.
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