IMPROVING QUALITY SERVICE THROUGH BALANCED SCORECARD

Resting on the principle of “What you measure is what you get”, the balanced scorecard helps link and translate vague corporate strategy to individual performance. In addition to the traditional financial perspective goals, the scorecard suggests a holistic, flexible, powerful and balanced approach to measuring and managing corporate performance. Measures from the perspectives of customer, process and learning are identified as drivers for financial performance. The process of developing the balanced scorecard clarifies and communicate corporate strategy to every employee in the organization. The goals of respective business units and individuals can thus be aligned to improve overall quality service.

Consequence and Path Analysis of Balanced Scorecard Usage： Evidence From Chinese Public Hospitals

Based on a questionnaire survey of Chinese public hospitals, this paper explores the consequence and realization path of balanced scorecard （BSC, hereafter） usage. The results show that BSC usage can improve hospital performance remarkably. With the structural equation model analysis, we further find that, this function is realized in an indirect way through the perception of organizational fairness and organizational commitment. The BSC has direct effect to improve the perception of organizational fairness and organizational commitment, which further influence the performance. The results not only complement empirical evidences for BSC usage, but also provide guidance to regulators and hospitals to implement BSC in compensation contract.

The Theoretical Perspectives and Managerial Implications of the Balanced Scorecard （BSC） in the Italian Public Utilities

The present work aims to conduct a critical analysis of control systems and tools of performance assessment in local public services companies, with a particular reference to the public transport sector. The interest in this issue arises for various reasons, from the growing economic significance of the sector at a national level, measurable in terms of production value and the number of operators involved, to the spread of outsourcing policies, liberalization and privatization, and the use of the standard cost to establish the level of funding. In the field of public utilities, until a few years ago, the concept of control was intended only in a ＂bureaucratic＂ sense as the capacity to fulfill the formal obligations linked to the strong regulatory context, ignoring aspects that have become fundamental today, such as economy, efficiency, and effectiveness of management. The approach used is deductive and the study ends with the presentation of the possible implications of the use of standard cost and the presentation of an application hypothesis of a balanced scorecard （BSC） for local public transport （LPT）.

The Performance Evaluation System Transformation Based on Balanced Scorecard A Case Study of SEICO Company

Application of Balanced Scorecard （BSC） is not so successful in China in the past few years. This paper is to represent how the company Sichuan Ertan Industrial Corporation （SEICO）, design performance evaluation system to improve its efficiency and effectiveness and satisfy customers＇ needs with the help of BSC principles and methodology. It is found from this case study that the key steps to design performance evaluation system are to： （1） link strategy and performance measurements at company-level; （2） decompose them into all the members in all the units at all the levels of that company; and （3） tie them to an incentive plan. Those steps have not been detailed in publications by Kaplan and Norton.

Performance Measurement Based on Balanced Scorecard

Balanced scorecard is a strategic information system and a performance measurement system. It integrates almost all the interests of stakeholders and mainly comprises four perspectives： management, operational, marketing, and knowledge.

Balanced scorecard-based analysis of customer expectations for cosmetology services:a hybrid decision modeling approach

The goal of this study is to analyze and characterize customer expectations in the cosmetics sector.Within this framework,first,the extant literature is reviewed,and 12 most prominent performance measurement criteria are identified.Then,these criteria are organized along the four different balanced scorecard dimensions.By employing an Interval Type-2 Fuzzy DEMATEL methodology,the weighted importance of these dimensions and criteria are identified.Additionally,with the Interval Type-2 Fuzzy TOPSIS approach,13 leading cosmetic service providers in Ukraine are ranked based on their relative scores.The findings of the study indicate that consumer is the most significant dimension while learning and growth seem to have the least importance.Similarly,it is also concluded that all consumerfocused criteria(i.e.diversification of services,feedback on the product and services,and customer loyalty)have the highest priorities in the complete criterion set.

Cold Chain Logistics Equipment Management and Control Based on Internet of Things

The status and supporting policies of cold chain logistics equipment man- agement and control in China were described. The connotation of Internet of Things and its impact on cold chain logistics equipment management and control were ana- lyzed from external form to internal nature. Through introducing the value chain and relevant equipments of cold chain logistics, the correlation between the main technologies in Internet of Things and the common indices for cold chain logistics equipment management and control was analyzed in detail. The application values of Internet of Things technologies in cold chain logistics equipment management and control were illustrated, including the sample analysis on the application of radio-frequency identification （RFID）. After the establishment of BSC performance evaluation index system of cold chain logistics equipment management and control, the optimization measures and suggestions on cold chain logistics equipment management and control under Internet of Things were put forward.

A dynamic performance evaluation method based on SD-BSC

Taking into consideration the disadvantage of Balanced Scorecard(BSC)not being able to reflect time delay,nonlinear problems of causal relationship and being lack of effective simulation,we combined it with the characteristics of the System Dynamics(SD).Basing on the background of manufacturing enterprises,through SD integrating with the BSC we established a new performance evaluation method-SD-BSC method to overcome the disadvantage of BSC.A performance evaluation model of SD-BSC is provided and the simulation results are analyzed which show different production policies will lead to different customer's satisfaction degrees.The SD-BSC dynamic performance evaluation method can reflect dynamic,complex causal feedback relationship and time delay,so it compensates for the disadvantage of traditional financial performance evaluation method,and at the same time makes the BSC perfect.

Consensus‑based multidimensional due diligence of fintech‑enhanced green energy investment projects

The purpose of this study is to provide a hybrid group decision-making approach to evaluate fintech-based financial alternatives for green energy investment projects.First,the multidimensional factors of due diligence for fintech-based financing alternatives of green energy investment projects are identified.In this regard,the balanced scorecard perspectives are considered.Next,consensus-based group decision-making analysis is performed.Second,impact-relation directions for fintech-based financing alternatives of green energy investment projects are defined.For this purpose,the spherical fuzzy Decision-Making Trial and Evaluation Laboratory(DEMATEL)methodology is applied.The novelty of this study is its proposal of a new outlook to due diligence of fintech-project financing for renewable energy investments by using the group and integrated decision-making approaches with spherical fuzzy DEMATEL.The findings indicate that customer expectations are the most essential factor for the revenue sharing and rewarding models.Additionally,this study identified that organizational competency plays the most important role with respect to the peer-to-business debt model.In contrast,the conclusion was reached that financial returns have the greatest importance for the equity sharing model.

New Program Projects Selection for TV Companies

Selecting new program projects plays an important role for TV companies. Balanced scorecard （BSC） which links financial and non-financial, tangible and intangible, inward and outward factors can provide an integrated viewpoint for decision makers to select optimal new program projects. This study combines BSC with analytic hierarchy process （AHP） to help Taiwan Residents TV company managers make better decisions in new program projects selection. Moreover, the practical application of the proposed approach is generic and also suitable to be exploited for Taiwan Residents TV companies.

Using fuzzy cognitive maps to model performance measurement system of Internet-based supply chain

Fuzzy cognitive maps （FCM） is a well-established artificial intelligence technique, which can be effectively applied in the domains of performance measurement, decision making and other management science. FCM can be a useful tool in a group decision-making environment by using scientifically integrated expert knowledge. The theories of FCM and balance scorecard （BSC） both emphasize cause-and-effect relationships among indicators in a complex system, but few reports have been published addressing the combined application of these two techniques. In this paper we propose a FCM simulation model for the sample performance measurement system of Intemet-based supply chain, which is constructed by BSC theory. We gave examples to explain how FCM can be adapted to execute the causal mechanism of BSC, and also how FCM can support group decision-making and forecasting in performance measurement.

Balance the Paradox between Limited Health Resources and Growing Demands for Medical Services

Health institutions in the People’s Republic of Chinaare under considerable challenge. Innovations in management systems may support the challenge to increase both efficiency and effectiveness. The balanced scorecard (BSC) is one such innova-tion. We have used a model to explore the factors that may impact the diffusion of the BSC in Chinese government hospitals. In particular, we concentrate on three factors — the outer context, the nature of the innovation and the communication and influence. The outer context and the nature of the innovation do provide an inducement to implement a BSC. The strength of the communica-tion and influence may affect the level of take-up. However, we recognise that they may choose the BSC not for any apparent technical excellence but for the legitimation that Western man-agement practices may bring to local managers.

An Approach to the Development of Resilient City from the City Governance

The climate change brought disaster impact to a city. Cities are complex and interdependent systems, extremely vulnerable to threats from both natural hazards and terrorism. A city resilience is the capacity of a city to function, so that citizens survive and thrive no matter what stresses or shocks they encounter. The cities need to be built for greater resilience and developed strategies for coping with the future shocks and stresses associated with climate change. This study explores that, from the concepts of city governance, the balanced scorecard correlates with city development in the process of city resilience development and constructs city resilience indicators to evaluate and the balanced scorecard raise the management performance. During the process of building the balanced scorecard, each problem can be faced and solved. To run the balanced scorecard is a continuous job and to become a resilient city coping with good city governance must adjust the balanced scorecard to meet its goals and vision to achieve sustainable development of the city.

Interdependency Between Sustainable Development and Economic Growth （Investment Attraction）： The Role of City＇s Governance, Branding and Monitoring Strategies

Sustainable development is now considered the only option for collective happiness. This paper aims to highlight the interdependent role of city governance, its quality of life and corporate sustainable development process. A place that is good to live in, means that it is good to inhabit, work at, study invest, and visit. Therefore, public policies makers should think about the role of city administration in order to provide a good environment for entrepreneurship and corporate sustainable development. Territories, regions, cities and firms, must know their capabilities and competencies and define a common vision of the future, taking into account the present and the context in which they operate. Being defined as the strategy based on the principles of collective efficiency and market orientation, the successful implementation of activities requires ＂an operational framework for monitoring, supported by mechanisms of interdepartmental cooperation, and performance measurement procedures based on indicators and monitoring progress＂ （ENDS-2015, 2007）. This paper discusses the implementation of place marketing strategies and adoption, by the city governance, of the best practices of business management such as： balanced score card methodologies, leading to the enhancing of the wellness produced by cities; promoting productivity, innovation and rational use of resources; and developing competences and expertise in order to strength their competitive advantages and achieve the desired sustainable development.

An Exploratory Study Into the Implementation of Management Accounting Changes in Australia

This paper is an exploratory study which investigates the introduction and implementation of management accounting changes in Australia. The study first examines the introduction of relatively new management accounting techniques in professional journals, conferences, workshops, and professional development programs over a four-year period in Australia. These are among the main sources of transferring information on cost and management accounting changes to potential users in Australia. The purpose of such a study is to get a clear picture of the scope and extent of recently developed cost and management accounting techniques introduced to practitioners in Australia. By identifying the major management accounting changes and developments faced by organizations, the study then investigates the extent of implementations of such changes in practice. The study further explores the hindering and facilitating factors contributing to the implementation of new management accounting changes in organizations.

The Contribution of Accounting for the Definition of Performance Indicators： The Case of Higher Education Institutions

The influence of the New Public Management （NPM） principles in Portuguese Public Administration, particularly in higher education, has led these institutions on a path of adaptation of structures and systems in order to improve their decision-making processes. Public organizations must, at the present, to consider the strategic issues that are of vitally importance to their survival. In this context, the Balanced Scorecard （BSC）, due to its intrinsic characteristics, is presented as value added in attempts to link the set of objectives with the corporate strategy; determining, a priori, a course of action that must be constantly monitored. Our research analyzes the issues underlining the development of a model of performance management based on the BSC and formatted to a higher education institution （HEI）. The analysis of the results confirms the viability of applying an evaluation model constructed within a specific framework. In addition, the analysis attests the importance of performance indicators in this model of evaluation, specifically those of accounting, and consequently, the added contribution they can make in the process of decision-making within HEI, particularly, in current times when the priority is to achieve more with fewer resources.

World-Class Dispatching Management Practices Featured by KPIs Centered Self-Adaptive Management Process

This paper builds a self-adaptive management process in the power system dispatching area, aiming to effectively monitor the grid operation, dynamically adjust control strategy, optimize working process and ensure the continuous improvement of operational performance. By building a negative feedback and dynamic balanced management mechanism, ECPRCB （East China Power Regulation Center Branch） is able to keenly sense the internal and external changes, efficiently coordinate all kinds of resources and improve the operational performance. As a result, self-adaptive management effectively boosts ECPRCB to reach the goal of being a world-class dispatching center with high operational performance, competent internal operation, adequate resources support and strong growth motion.

Putting Organizational Culture Into the BSC In China

As a useful tool of performance measurement, the balanced scorecard has been developed and applied in the West for more than 20 years. The balanced scorecard was introduced in China at the turn of the millennium and is widely used in profit and non-profit organizations, but the outcome is not very well. This paper is based on cases analysis and lecture study,. Tsingtao Brewery＇s situations of the application of BSC. The innovation of the paper attempts to make up a comprehensive dinaensions, which emphasizes cultural factors.

The Role of Management Accounting in Adding Value to Organisations

The rapid development of digital world has provided modern organisations with challenges and opportunities at the same time.Especially,the use of advanced technology such as internet well improves transparency of many organisations.However,this also brings volatility and uncertainty to an organisation’s business environment,thereby leading to a more complex and time-consuming decision-making process.To solve this problem,two management accounting techniques,ABC System and BSC,have accordingly been adopted by many managers.In this article,the purpose is to briefly discuss some of the challenges faced by organisations;and then,the two initiative management methods are well explained individually with reference to appropriate examples.

Social Networks Design of Hospital Facilitators （HFs）＂ An Empirical Study of the Case of Italy

In this paper, the author provides a representation of Italian public hospital facilitators （HFs） （clinics, regional or local community hospitals, and medical centers） by means of different types of networks. Moving from the balance scorecards of HFs, the author has analyzed the representation of those data through the use of the minimum spanning tree （MST） and the planar maximally-filtered graph （PMFG）. This paper firstly examined the amount of information provided by the two networks and then run a sensitivity analysis of the networks by varying the elements of the balance scorecards to be considered. In this way, the author obtained a quite unusual representation of the overall economic situation of Italian HFs. Moreover, the author observed the emergence of patterns which in the author＇s opinion might help policy makers to realize a more efficient allocation of financial resources among the existing HFs.