Financial service sector performance measurement model: AHP sensitivity analysis and balanced scorecard approach

2011 ◽  
Vol 31 (5) ◽  
pp. 695-711 ◽  
Author(s):  
Cheng-Ru Wu ◽  
Chin-Tsai Lin ◽  
Pei-Hsuan Tsai
Keyword(s):  
Sensitivity Analysis ◽  
Performance Measurement ◽  
Balanced Scorecard ◽  
Service Sector ◽  
Measurement Model ◽  
Financial Service ◽  
Sector Performance

scholarly journals Design of Batik Crafts Industrial Performance Measurement Model in Wukirsari Region Bantul

2018 ◽  
Vol 4 ◽  
Author(s):  
Yasrin Zabidi
Keyword(s):  
Performance Measurement ◽  
Balanced Scorecard ◽  
Performance Indicators ◽  
Performance Indicator ◽  
Problem Formulation ◽  
Measurement Model ◽  
Measurement Instruments ◽  
The Balanced Scorecard ◽  
Craft Industry ◽  
Initial Research

One important factor in influencing the progress and decline of an industry is the performance factor. Performance issues are not only important for middle-to-upper-level companies and large companies, but also important for small and medium industries such as the batik craft industry in the Wukirsari region, Bantul. Given the importance of performance, researchers tried to design a performance measurement model of the batik craft industry in the Wukirsari region, Bantul with the aim of identifying performance criteria, determining performance indicators, formulating performance indicators, and making performance measurement instruments. The steps in this study are divided into four phases, namely the initial research phase and problem formulation, the design phase, the analysis phase and the conclusion phase. The initial research phase and problem formulation include, the profile of the batik craft industry in the Wukirsari region, Bantul, the current performance evaluation system, problem formulation and research objectives. The design phase includes the design process of the performance measurement model with the Balanced Scorecard method which includes setting strategic objectives, establishing performance indicators (key performance indicators), determining performance indicator formulas, making performance measurement instruments. Analysis phase includes KPI analysis and strategy map analysis. Conclusion phase includes conclusions from the results of research and suggestions for the batik craft industry in Wukirsari, Bantul. From the results of the study obtained four performance perspectives based on the balanced scorecard, namely financial, customer, internal business processes, learning and growth. five, namely: increased sales growth, high customer satisfaction, improved system and better work processes, the creation of a good work climate, and increased employee productivity.There are seven performance indicators formed, namely: the rate of sales growth, the level of customer satisfaction, level of compliance with customer complaints, percentage of defective products, number of new products, level of job satisfaction, and employee productivity. The establishment of a performance measurement worksheet, so that the performance values of each performance indicator and total performance can be known in a certain period.Keywords: Performance, Measurement, Batik

scholarly journals Analisis Pengukuran Kinerja Berbasis Balanced Scorecard Pada Rumah Sakit Robert Wolter Mongisidi Manado

2019 ◽  
Vol 10 (1) ◽  
Author(s):  
Merlin Arliany Rompas ◽  
Herman Karamoy ◽  
Linda Lambey
Keyword(s):  
Performance Measurement ◽  
Balanced Scorecard ◽  
Positive Impact ◽  
Measurement Model ◽  
Lessons Learned ◽  
Public Hospitals ◽  
Multiple Sources ◽  
The Balanced Scorecard ◽  
Managerial Practices ◽  
Process Perspective

Abstract. This study is purposed to develop the Analysis of balanced scorecard based performance measurement at the Wolter Mongisidi Hospital, Manado. This study consists of empirical surveys based on comprehensive questionnaires, followed by individual and in-depth interviews, as well as the analysis of relevant documents. The data were collected from administrative and healthcare staff located at selected departements in Wolter Mongisidi Hospital. The interview participants were selected from the staff and healthcare personnels who are actively engaged in performance measurement activities. Triangulation was pursued through the multiple sources of evidences. The findings of the study are beneficial in terms of the lessons learned for managerial practices. They provide useful knowledge and understanding of the balanced scorecard based performance measurement in public hospital, particularly Wolter Mongisidi Hospital, Manado. The study contributed to literature in terms of the development of a performance measurement model. The modified performance measurement model is intended to make it easier for the hospital to engage in the performance measurement process, particularly in measuring performance indicators by using the balanced scorecard. The proposed performance measurement model may assist Wolter Mongisidi Hospital to carry out their performance measurement reporting and eventually could provide a positive impact on accreditation status. This study also presents a knowledge base for further research in similar studies and expands the findings in the context of public hospitals in Indonesia.Keywords: Performance measurement, balanced scorecard, financial perspective, customer perspective, internal process perspective, growing and learning perspective.Abstrak. Penelitian ini bertujuan untuk menganalisis pengukuran kinerja berbasis balanced scorecard di Rumah Sakit Wolter Mongisidi, Manado. Penelitian ini terdiri dari survei empiris berdasarkan kuesioner komprehensif, diikuti oleh wawancara individu dan mendalam, serta analisis dokumen yang relevan. Data dikumpulkan dari staf administrasi dan kesehatan yang terletak di beberapa tempat yang dipilih di Wolter Mongisidi Hospital. Para peserta wawancara dipilih dari staf dan petugas kesehatan yang secara aktif terlibat dalam kegiatan pengukuran kinerja. Triangulasi dilakukan melalui berbagai sumber bukti. Temuan penelitian bermanfaat dalam hal pembelajaran untuk praktik manajerial. Studi ini memberikan pengetahuan dan pemahaman yang bermanfaat tentang pengukuran kinerja berdasarkan balanced scorecard di rumah sakit umum, terutama Rumah Sakit Wolter Mongisidi, Manado. Studi ini memiliki titik puncak yakni konsep pengukuran kinerja. Model pengukuran kinerja yang dirancang dimaksudkan untuk memudahkan rumah sakit untuk melakukan pengukuran kinerja, terutama dalam mengukur indikator kinerja dengan menggunakan balanced scorecard. Model pengukuran kinerja yang diusulkan dapat membantu Rumah Sakit Wolter Mongisidi untuk melaksanakan pelaporan pengukuran kinerja mereka dan akhirnya dapat memberikan dampak positif pada status akreditasi. Studi ini juga menyajikan basis pengetahuan untuk penelitian lebih lanjut dalam studi serupa, dan memperluas temuan dalam konteks rumah sakit umum di Indonesia.Kata Kunci: Pengukuran kinerja, balanced scorecard, perspektif keuangan, perspektif pelanggan, perspektif proses internal, perspektif pertumbuhan dan pembelajaran.

Behavioral-Economic Nudges and Performance Measurement Models

2014 ◽  
Vol 27 (1) ◽  
pp. 27-45 ◽  
Author(s):  
Mary A. Malina ◽  
Frank H. Selto
Keyword(s):  
Performance Measurement ◽  
Balanced Scorecard ◽  
Empirical Support ◽  
Measurement Model ◽  
Data Availability ◽  
Behavioral Economic ◽  
The Balanced Scorecard ◽  
Measurement Models ◽  
Economic Framework ◽  
And Performance

ABSTRACT We describe the context wherein a Fortune 500 company's performance measurement model (PMM) has endured and evolved over a 15-year period. The PMM's tenure and continued importance refute the alleged faddish nature of PMMs such as the Balanced Scorecard, at least in this case, and allow identification of factors that add to theory about PMM longevity. We use a behavioral-economic framework and qualitative and quantitative data to examine the mechanisms behind this successful PMM. Aspects of the way the PMM is designed and implemented appear to enable the company using the PMM to exploit or mitigate common behavioral heuristics and biases in decision-making. The PMM helps manage cognitive load in a way that is consistent with the company's priorities, and it manages biases by allowing the company to frame performance information in ways that nudge managers toward strategically important results and risks. The behavioral-economic connection might be a reason why this PMM, and perhaps others, endures. Thus, this study adds to and presents preliminary empirical support for testable behavioral-economic PMM theory. Data Availability: Use of all data collected for this study is regulated by a strict nondisclosure agreement, which requires the researchers to protect the company's identity and its proprietary information.

Quantification of Corporate Performance Using Fuzzy Analytic Network Process

2014 ◽  
pp. 385-413
Author(s):  
Başar Öztayşi ◽  
Cengiz Kahraman
Keyword(s):  
Performance Measurement ◽  
Balanced Scorecard ◽  
Business Processes ◽  
Measurement Model ◽  
Analytic Network Process ◽  
Future Performance ◽  
Proposed Model ◽  
Network Process ◽  
Multi Attribute Decision Making ◽  
Definition Of

Performance Measurement (PM) is a combination of a company’s characteristics that can be numerically expressed. The aim of the PM is to provide feedback about the success of current activities and give insight about future performance. Performance of a company depends on its vision and goals so the definition of performance can vary with time. While PM literature provides various models for PM, the most accepted model is Balanced ScoreCard (BSC). BSC supplies four inter-related perspectives that the companies can identify as indicators for performance. These perspectives are: financial, internal business processes, customer, and learning and growth perspectives. In this study, PM is formulated as a Multi Attribute Decision Making (MADM) problem and a Fuzzy Analytical Network Process (FANP) based performance measurement model is proposed. The performance measurement criteria are built based on four perspectives of BSC. The proposed model utilizes FANP in order to determine the relative importance of perspectives and indicators. The performance scores for each indicator are determined based on the predefined goals and these scores are aggregated to reach an overall performance score.

Balanced Scorecard as a Method of Assessing the Performance of a Hospital Management System

2021 ◽  
Vol 4 (1) ◽  
pp. 99-103
Author(s):  
Irawan Sastradinata
Keyword(s):  
Performance Measurement ◽  
Balanced Scorecard ◽  
Organizational Management ◽  
Measurement Model ◽  
Third Generation ◽  
Performance Score ◽  
Organizational Goals ◽  
The Balanced Scorecard ◽  
Management Processes ◽  
Hospital Management System

A B S T R A C TThe Balanced Scorecard educates management and organizations to view thecompany as a whole from four perspectives: finance, customers, internal businessprocesses, and learning and growth. The balanced scorecard consists of twowords, namely the scorecard and balanced. The scorecard is a card used to recorda person's / personnel's performance score and plan the score that will beachieved in the future. The results of the comparison between the plansestablished and the actual results that were successfully achieved were used tocarry out the evaluation.The balanced scorecard in this third generation producesthe most powerful performance measurement model because it shows theintegration of organizational management processes starting from the planningstage, namely by establishing a vision and mission which contains the agreementof individuals in achieving organizational goals, then translated intoorganizational strategies implemented through Organizational programs /activities in four interrelated balanced scorecard perspectives, then feedback willbe taken on various information obtained from the evaluation of theimplementation of the organization's programs / activities.

scholarly journals Analisis Pengukuran Kinerja Berbasis Balanced Scorecard Pada Rumah Sakit Robert Wolter Mongisidi Manado

2019 ◽  
Vol 10 (2) ◽  
pp. 47
Author(s):  
Merlin Arliany Rompas ◽  
Herman Karamoy ◽  
Linda Lambey
Keyword(s):  
Performance Measurement ◽  
Balanced Scorecard ◽  
Positive Impact ◽  
Measurement Model ◽  
Lessons Learned ◽  
Public Hospitals ◽  
Multiple Sources ◽  
The Balanced Scorecard ◽  
Managerial Practices ◽  
Process Perspective

Abstract. This study is purposed to develop the Analysis of balanced scorecard based performance measurement at the Wolter Mongisidi Hospital, Manado. This study consists of empirical surveys based on comprehensive questionnaires, followed by individual and in-depth interviews, as well as the analysis of relevant documents. The data were collected from administrative and healthcare staff located at selected departements in Wolter Mongisidi Hospital. The interview participants were selected from the staff and healthcare personnels who are actively engaged in performance measurement activities. Triangulation was pursued through the multiple sources of evidences. The findings of the study are beneficial in terms of the lessons learned for managerial practices. They provide useful knowledge and understanding of the balanced scorecard based performance measurement in public hospital, particularly Wolter Mongisidi Hospital, Manado. The study contributed to literature in terms of the development of a performance measurement model. The modified performance measurement model is intended to make it easier for the hospital to engage in the performance measurement process, particularly in measuring performance indicators by using the balanced scorecard. The proposed performance measurement model may assist Wolter Mongisidi Hospital to carry out their performance measurement reporting and eventually could provide a positive impact on accreditation status. This study also presents a knowledge base for further research in similar studies and expands the findings in the context of public hospitals in Indonesia.Keywords: Performance measurement, balanced scorecard, financial perspective, customer perspective, internal process perspective, growing and learning perspective.Abstrak. Penelitian ini bertujuan untuk menganalisis pengukuran kinerja berbasis balanced scorecard di Rumah Sakit Wolter Mongisidi, Manado. Penelitian ini terdiri dari survei empiris berdasarkan kuesioner komprehensif, diikuti oleh wawancara individu dan mendalam, serta analisis dokumen yang relevan. Data dikumpulkan dari staf administrasi dan kesehatan yang terletak di beberapa tempat yang dipilih di Wolter Mongisidi Hospital. Para peserta wawancara dipilih dari staf dan petugas kesehatan yang secara aktif terlibat dalam kegiatan pengukuran kinerja. Triangulasi dilakukan melalui berbagai sumber bukti. Temuan penelitian bermanfaat dalam hal pembelajaran untuk praktik manajerial. Studi ini memberikan pengetahuan dan pemahaman yang bermanfaat tentang pengukuran kinerja berdasarkan balanced scorecard di rumah sakit umum, terutama Rumah Sakit Wolter Mongisidi, Manado. Studi ini memiliki titik puncak yakni konsep pengukuran kinerja. Model pengukuran kinerja yang dirancang dimaksudkan untuk memudahkan rumah sakit untuk melakukan pengukuran kinerja, terutama dalam mengukur indikator kinerja dengan menggunakan balanced scorecard. Model pengukuran kinerja yang diusulkan dapat membantu Rumah Sakit Wolter Mongisidi untuk melaksanakan pelaporan pengukuran kinerja mereka dan akhirnya dapat memberikan dampak positif pada status akreditasi. Studi ini juga menyajikan basis pengetahuan untuk penelitian lebih lanjut dalam studi serupa, dan memperluas temuan dalam konteks rumah sakit umum di Indonesia.Kata Kunci: Pengukuran kinerja, balanced scorecard, perspektif keuangan, perspektif pelanggan, perspektif proses internal, perspektif pertumbuhan dan pembelajaran.

Quantification of Corporate Performance Using Fuzzy Analytic Network Process

2017 ◽  
pp. 606-637 ◽  
Author(s):  
Başar Öztayşi ◽  
Cengiz Kahraman
Keyword(s):  
Performance Measurement ◽  
Balanced Scorecard ◽  
Business Processes ◽  
Measurement Model ◽  
Analytic Network Process ◽  
Future Performance ◽  
Proposed Model ◽  
Network Process ◽  
Multi Attribute Decision Making ◽  
Definition Of

Performance Measurement (PM) is a combination of a company's characteristics that can be numerically expressed. The aim of the PM is to provide feedback about the success of current activities and give insight about future performance. Performance of a company depends on its vision and goals so the definition of performance can vary with time. While PM literature provides various models for PM, the most accepted model is Balanced ScoreCard (BSC). BSC supplies four inter-related perspectives that the companies can identify as indicators for performance. These perspectives are: financial, internal business processes, customer, and learning and growth perspectives. In this study, PM is formulated as a Multi Attribute Decision Making (MADM) problem and a Fuzzy Analytical Network Process (FANP) based performance measurement model is proposed. The performance measurement criteria are built based on four perspectives of BSC. The proposed model utilizes FANP in order to determine the relative importance of perspectives and indicators. The performance scores for each indicator are determined based on the predefined goals and these scores are aggregated to reach an overall performance score.

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