Benchmarking performance management systems

The Balanced Scorecard and associated performance management approaches, has become a widely practiced and popular management reporting method in recent times. Moreover, enabling technology, which assists in the delivery and personalisation of corporate performance information, is having a deeper and more rapid impact than ever before. This paper presents a brief comparative benchmarking study of leading enterprise performance management systems. Also, the author discusses the merits of bespoke internet technology development and out-of-the-box portal functionalities. An analysis of key business drivers and implementation risks of such approaches is highlighted via a case study example, and concludes the paper

The balanced scorecard as a knowledge management tool: a French experience in a semi-public insurance company

In this paper we present the Balanced Scorecard, a Strategic Control tool, which is quite famous all around the world and in the European countries. Its principle objective is to articulate planning decisions with control ones thanks to non-financial indicators. The Strategic Control and the Agency Theories constitute the foundation of this tool. But in Northern Europe, some specific Balanced Scorecard have been designed in the framework of the Knowledge Management Theory. To work, the Balanced Scorecard needs a sophisticated information system support. Using two theoretical backgrounds, the Strategic Control approach and the Knowledge Management Theory, we analyse the relevance of the Balanced Scorecard. More particularly, we present the French situation. First, we show that the French managers believe that the Balanced Scorecard is a relevant management instrument to drive the firm's objectives. Second, we describe the Balanced Scorecard of a semipublic French insurance company.Balanced Scorecard; Strategic Control; Non-financial Indicators; Knowledge Management; French Experience

In Search Of An Integrative Theme For The Undergraduate Business Curriculum

The Business Core is typically a set of courses in the curriculum of many business schools which provides the student with a breadth of knowledge across all business disciplines.  The purpose of this paper is to introduce a curricular model based upon the balanced scorecard (BSC) developed by Kaplan & Norton (1996). With its multi-dimensional approach that encompasses all business disciplines, the BSC framework provides a natural vehicle for integration. Moreover, with the flexibility in the choice of Key Performance Indicators (KPIs) and the potential for adding other perspectives, the BSC is infinitely adaptable and expandable

Learning scorecard: Monitor and foster student learning through gamification

This paper presents the Learning Scorecard (LS), a platform that enables students to monitor their learning progress in a Higher Education course during the semester, generating the data that will also support the ongoing supervision of the class performance by the course coordinator. The LS uses gamification techniques to increase student engagement with the course. Business Intelligence best practices are also applied to provide an analytical environment for student and faculty to monitor course performance. This paper describes the initial design of the LS, based on a Balanced Scorecard approach, and the prototype version of the platform, currently in use by graduate and undergraduate students in the fall semester of 2016-2017.info:eu-repo/semantics/publishedVersio

A decision support system for evaluating local authority housing maintenance strategies in the United Kingdom

Purpose The lack of smart resources management and servicescape strategies within the social housing sector in the late 1970s influenced the rise of successive Governments to consider the restructuring of the traditional ‘cumbersome’ Local Authority based structures and approaches toward more ‘enterprise focussed’ management organisations (Sharp & Jones 2012). This change in central Government policy encouraged Local Authorities to assign through outsourcing their housing stock (including associated asset management services) as part of a Large Scale Voluntary Transfer (LSVT) via a process of compulsory competitive tendering to Housing Associations and / or set up Housing Trusts to increase the accountability, efficiency, and effectiveness of social housing and healthcare provision in the local community. As part of this modernisation process, all social housing and community care providers (also known as ‘Registered Social Landlords’ - RSLs) became subject to statutory audits, inspections and regulation, and performance management, to ensure the service quality delivery requirements. More recently, however, changes in the legislative framework have introduced choice-based letting policy, putting the customer first, service delivery and additionally RSLs are required to act as ‘Corporate Social Landlords’. These changes have focused RSLs attention on the need to sharpen service responsiveness, especially in the area of housing maintenance management (DETR 2000). Previous research (Holmes 1985; Spedding 1990; Johnston 1993; Stewart & Stoker 1995; Olubodun 1996, 2000, 2001; Sagoo et al. 1996; El-Haram & Horner 2002; Kangwa & Olubodun 2003, 2005; Boussabaine & Kirkham 2004; Jones & Cooper 2007; Prowle 2009; Babangida et al. 2012) has mainly concentrated on analysing maintenance management factors at the micro level; developing maintenance models and framework design for operational level. However, in the social housing sector, there have been no studies undertaken to date that have been focused on housing maintenance strategies – for example, how this is formulated, the key drivers of change and the impact on customer orientated service delivery. The purpose of this study is to identify the critical factors that drive the decision-making process in order to formulate responsive housing maintenance strategies and to develop a decision support model to improve customer service delivery of social housing provision. Research methodology Through a process of qualitative case study, pilot questionnaire surveys, workshops and qualitative in-depth interviews, the research has identified how the housing maintenance strategies are formulated and how social housing providers could enhance customer service delivery. The study comprised four phases in order to reflect the key objectives of the research. The first phase comprised a review of literature on social housing provision in the UK, identifying relevant changes in the legislative framework, an assessment of the challenges faced by RSLs and the key factors influencing performance of social housing provision. This phase also included undertaking a case study based on five different RSLs to examine the ‘real problems’ as to how and to what extent RSLs have adopted their organisation in order to meet the changes and challenges which they now face. The second phase investigated the key service factors impacting on housing maintenance strategy design and development through the use of a pilot study questionnaire directed to the asset managers (participating in the survey) and also included a selection of end users of the services (tenants). This phase identified the differences between the perceptions of service providers and the expectations of the service users. A key feature of this phase entailed conducting a workshop to disseminate findings of the pilot study. The workshop also formed a basis for ‘in-depth’ discussions for identifying the key factors, their descriptions, their interactions with each other, their inter-relationships with the tenant type, and their combined impact on formulating responsive housing maintenance strategy. The third phase of the study entailed eliciting qualitative data from the participants using the Repertory Grid (RG) ‘in-depth’ interview technique - a psychology tool in order to gain a deeper understanding of the core important ‘constructs’ and sub-constructs, their characteristics, their inter-relationships in the design and development of effective housing asset maintenance strategies. The fourth phase of this study entailed the development of a decision support system and the qualitative validation of the relationships found to exist between the constructs examined in phase three together with the testing of the model over a period of two months with four of the participating social housing providers. Findings The key findings arising from this research suggest that the design and development of value for money maintenance strategies within the public housing sector, are not solely based on physical factors related to the age, condition, location, construction type for example, but rather it was found that the majority of the asset management decisions made, were dependent upon a multivariate of key factors. The study identified 52 key factors, which when grouped together formed seven key cluster (Customer risk factors, Asset manager risk factors, Tenancy risk factors, Neighbourhood and community sustainability risk factors, Financial and economic risk factors, continuous service improvement risk factors and corporate risk factors) which are both ‘unique’ and ‘novel’ and are identified as having a direct influence on the formulation of housing maintenance strategy. These factors should not be considered in isolation and are more akin to the business success factors. The business ‘Balanced Scorecard’ (BSC) was evaluated and used as the basis for a ‘best fit’ model which was tested against four RSL to confirm its validity and its appropriateness. The responses obtained from these trials has indicated that the BSC provides a working tool capable of enhancing RSL organisational capabilities and service delivery effectiveness but also able to incorporate customer views regarding service delivery. This research makes major contributions to the existing limited pool of knowledge relating to strategic asset management within social housing sector and in addition, provides an insight into how housing maintenance strategy can be developed to incorporate feedback from customers (tenants) regarding the quality and responsive service delivery. The research also demonstrates the potential value of the BSC approach to the management tool capable of generating a competitive edge in line with government policy which is currently directed towards encouraging RSLs to adopt a commercial business approach to their operations. The research also demonstrates that the adoption of a decision support system in the form of BSC has the potential to provide useful assistance to RSLs intending to move away from the traditional public sector approaches to management (a more private sector orientated) approach to their operations. The research also shows that asset managers experience little difficulty in understanding the principles behind the BSC approach and its application. In addition, the cascading effect of BSC in housing maintenance strategy means that the strategy can be converted into measurable actions at the operational levels thereby providing a direct link between strategy and its implementation. Due to the absence of suitable benchmarking data, score rating derived from the RG were adopted by asset managers. This approach was found to be highly sensitive in assessing service delivery constructs. Furthermore, the research revealed that the individual constructs (52 key factors) had a profound influence in relation to the strategy formation and the assessment of customer service delivery. The study found that RSLs need to develop a deeper understanding and awareness of their customers concerns in that these factors may have a major impact in the development of a responsive housing maintenance strategy and overall improvements on RSLs performance. A close link was found between customer profile, their financial standing and their service expectations, patterns of behaviour and their interaction with their RSLs. High performance expectation was found on the part of affordable customers, presumably reflecting a higher level of social and economic dependency within this group and greater need for access to services thereby challenging RSLs to deliver higher standards of performance including housing maintenance provision. Other customer groups were noted as placing demand on their RSLs to adopt more holistic approach to formulation of housing maintenance strategy and embrace business-like approach to service delivery in order to facilitate a smooth transition from traditional public sector ethos to one closely akin to that associated with the private sector organisation. Practical implications The practical implications of this research are, that, if RSLs are to meet the demands of complying with a changed legislative framework, deliver responsive housing maintenance services to reflect the ever-changing customer expectations, and to adopt commercial approaches to the development of housing maintenance strategies, RSLs will need to re-engineer their business processes if the demands are to be satisfactorily accommodated. RSLs must also be prepared to adopt ‘smart business’ practices in the future, given that existing Key Line Of Enquiry (KLOEs) approaches now provide an inadequate tool for assessing performance in housing asset management nor are KLOEs sufficiently robust or possessing a sufficient degree of agility for modelling complex service delivery scenarios. As a result of this research, the BSC model has demonstrated its usefulness and its appropriateness to housing maintenance decision making within the current economic conditions and changed regulatory regime. The BSC model is simple in nature but nonetheless sufficiently flexible to allow factors to be added or omitted to accommodate the requirements and structures of individual RSLs. Academic implications To date, most housing asset management have concentrated on the technical and cost aspects of maintenance management aimed at the micro level and have attached little attention to the needs of strategic management or the potential significance of the customer. These earlier researches have limited application to the needs of strategy management particularly under the current conditions which social housing providers are now required to operate (Sharp & Jones 2012). This study is first of its kind to attempt to evaluate housing maintenance strategy giving considerations to end user ‘the customer’ dimension in service delivery within the social housing sector. This study has adopted a novel approach to this area of research by employing a technique frequently encountered in clinical psychology, based upon the use of a Repertory Grid – a qualitative tool for triadic elicitation of key drivers with a view to providing a robust tool for assisting housing asset managers involved in the development of housing maintenance strategy. The RG personal interviews with senior asset managers revealed hidden and latent factors, which would not have been easily identified had a quantitative questionnaire been used. The hidden constructs which were identified as a result of the applications of this technique are considered to be ‘akin’ to business success factors. Originality This study is also unique in that it has given particular considerations to the provision of housing maintenance service as perceived from the view point of the end users rather than directing itself to the constructional and technical aspects of housing asset management. Also, the research recognises the need for asset managers to become more aware of the implications of social factors and the need for these aspects to be incorporated into strategic maintenance models. A further unique aspect of this research is that it has endeavoured to obtain an insight into the cognitive processes (mind mapping and analytical mental processes) behind the decision making of asset management, in order to identify and understand the nature of the drivers behind these processes to develop a rational decision support model for assisting in the rational formulating of housing maintenance strategy. KEYWORDS Social Housing, Registered Social Landlords, Social Housing Providers, Customer Service Delivery, Asset Managers, Customer, Tenants, Repertory Gri

Applying performance measures to support informed decision making at an operational level

Performance Measurement Systems (PMS) have commonly been applied to evaluate and reward performances at managerial levels, especially in the context of supply chain management. However, evidence suggests that the effective use of PMS can also positively influence the behaviour and improve performance at an operational level. The purpose of the study described in this paper is to develop a conceptual framework that adopts performance measures for ex-ante decision-making at an operational level within the supply chain. A case study at Coca-Cola Enterprises has been carried out and as a result, a conceptual framework of the PMS has been developed

Dashboards in smart city’s sustainability performance measurement through business intelligence

Project Work presented as the partial requirement for obtaining a Master's degree in Information Management, specialization in Knowledge Management and Business IntelligencePeople’s concentration in urban areas is causing our society significant challenges because of a high populational density in mega-cities. These mega-cities cannot meet and balance their inhabitants’ needs, making it hard to develop an economy to increase their quality of life and improve cities’ surrounding environment and social communities. For cities to grow, considering the three pillars proposed by the sustainable development concept, which traces back to 1980 and supported by OECD, these cities building must meet today's society’s needs without risking future generations’ needs. Following the smart city concept means that decisions taken now must consider the impact on the economy, environment, and society altogether to avoid putting at risk the needs of today’s society, especially its future generations’ well-being. OECD expects this concept to change society’s view on its relationship with the world, hoping the community understands that our planet is an ecosystem that provides vital services. These critical services comprise food, clean water, oxygen, bacterial waste processing, citing a few, and conclude that its survival depends on the environment. The smart city concept aims to address these issues through the simultaneous management of these three pillars and is gaining strength with the latest technological development because it leverages information and communication technologies to collect data to monitor cities’ growth. Besides, smart cities can play a vital role in the world’s climate change by reducing carbon footprint and the usage of cities’ non-renewable energy sources while socially developing its communities and promoting equity between its inhabitants. However, for smart cities to realize all the benefits it proposes, the data collected must support informed decisions. This master project uses business intelligence methods, technologies, and tools to create a strategic performance dashboard using a correlational study based on data made available at European Commission’s Eurostat portal. Business performance management principles guide the strategic dashboard creation to monitor smart city strategic performance under the light of the triple bottom line concept

Prototype Sistem Informasi Pengukuran Kinerja Fakultas Dengan Menggunakan Balanced Scorecard Studi Kasus: Fakultas Sains Dan Teknologi UIN Jakarta

ABSTRAK Pengukuran kinerja adalah hal yang penting bagi manajemen dalam melakukan evaluasi performa dan perencanaan perguruan tinggi. Salah satu metode untuk mengukur kinerja tersebut adalah dengan balanced scorecard. Fakultas Sains dan Teknologi  sebagai sebuah fakultas yang memiliki visi dan misi belum memanfaatkan Sistem Pengukuran Kinerja (SPK) untuk mengetahui sudah sejauh mana visi dan misi itu terlaksana. SPK yang baik haruslah terintegrasi untuk semua unit dan aktivitas di fakultas . Indikator kinerja yang terbentuk tidak hanya berupa indikator kinerja finansial (keuangan) tetapi juga indikator kinerja nonfinansial. Oleh karena itu peneliti mencoba merancang system pengukuran kinerja dengan melibatkan indikator kinerja financial dan nonfinansial. Prores perancangan SPK menggunakan model Balanced Scorecard , yaitu keseimbangan antara finansial dan nonfinansial dengan didasarkan pada langkah-langkah (framework) yaitu penetapan arsitek pengukuran, penentuan tujuan strategis (strategic objectives) dari masing-masing perspektif (finansial, pelanggan, proses bisnis internal, belajar dan tumbuh), penentuan Key Performance Indicators (KPI) dan penentuan target. Untuk melakukan penilaian kinerja adalah menggunakan lembar kerja pengukuran kinerja yang dirancang sedemikian rupa sehingga dapat memberikan gambaran mengenai kinerja. hasil dari penelitian ini yaitu implementasi  dalam bentuk software diharapkan mampu mempercepat proses analisis Balanced Scorecard itu sendiri dan memberikan nilai tambah yaitu berupa competiteve advantage dalam persaingan bisnis, sehingga dapat dijadikan sebagai salah satu sistem pendukung keputusan di tingkat manajerial. ABSTRACT Performance measurement is important for management to evaluate the performance and college planning. One method is to measure the performance of the Balanced Scorecard. Faculty of Science and Technology as a faculty that has the vision and mission have not been utilizing the Performance Measurement System (DSS) to determine the extent to which the vision and the mission was accomplished. Good SPK be integrated to all units and activities in the faculty. Performance indicators are formed not only in the form of financial performance indicators (financial) but also non-financial performance indicators. Therefore, researchers tried to design a performance measurement system involving financial and non-financial performance indicators. ProRes DSS design using a model of the Balanced Scorecard, which is a balance between the financial and nonfinancial measures are based on the (framework) that the determination architect measurements, determination of strategic objectives (strategic objectives) of the respective perspectives (financial, customer, internal business processes, learning and growing), the determination of Key Performance Indicators (KPI) and the determination of the target. To conduct performance appraisal is to use performance measurement worksheets are designed such that it can provide a picture of performance. the results of this study are in the form of software implementation is expected to accelerate the analysis process itself and the Balanced Scorecard provide added value in the form of competiteve advantage in a competitive business, so it can be used as a decision support system at the managerial level. 

Study on the Support Systems for Corporate Governance

The problems generated by the information asymmetry within the agency relationships at corporation level, governments and capital markets led to a higher necessity for corporate governance (CG). The information system of corporate governance is a very complex one, which involves a series of actors, decision-making and transactional processes, technologies, procedures and good practice codes. In order to ensure the efficiency and efficacy of corporate governance as a premise for increasing company’s performance and position consolidation for the company on the capital market, it is necessary to analyze the way information technology could contribute to this undertaking. The purpose of this study is to analyze the architecture of the corporate governance systems and to identify and classify the systems and technologies involved in ensuring CG support in order to underlie the basis for developing a conceptual model for a hybrid and collaborative support system for corporate governance.Corporate Governance, Support Systems, Information Technology, Decision-Making, Performance

A framework to select commercial bank partner using fuzzy BSC-DEA method

One of the primary concerns of many corporate organizations is to assess the weakness and strength of their future partners in an attempt to reduce all potential risks involved with them. In this paper, we present a BSC-DEA based model to indentify strengths, weaknesses, opportunities and threats of a firm. The proposed model of this paper assumes there are various uncertainties associated with all input/output parameters and uses fuzzy numbers to handle the uncertainties. We also consider a real-world case study of banking industry where four major banks are possible candidates of a partnership and implement the proposed model of this paper for this case study. The results of this study reveal some of the issues such as weakness of electronic banking, services and resource allocation as part of their infrastructure problems