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Recently, several research practitioners were recommended that artificial intelligence (AI), knowledge management practices (KMP) and balanced scorecard (BSC) should be taken into consideration collectively to more accurately predicts the consequences that they can have in terms of organizational performance (OP). Consequently, this research aims to answer these calls by providing and empirically testing a conceptual model that simultaneously take into account AI, KMP and BSC with regard to their interactions with and effects on OP. The main aim of this research is to assess the association between AI and OP; and whether this association is mediated through the bank’s KMP and through BSC implementation. To achieve this aim, nine hypotheses have been formulated and tested through a web-based survey that was distributed to 594 employees working in commercial banks operated in MENA region. The data have been analyzed using the partial least squares structural equation modeling (PLS-SEM) technique. The findings demonstrate the positive impact of the adoption of AI on KMP, BSC and OP along with the impact of KMP on BSC and OP. The findings also reveal that KMP act as a mediator through which AI influences BSC and OP. Further, the findings show that BSC has a significant positive effect on OP and act as a mediator through which AI influences OP. Hence, this research demonstrates that banks interested in using AI to improve performance must be very careful when taking KMP into account as a mediator mechanism.

This study explores how the Balanced Scorecard is useful to investigate its application in non-profit organizations, particularly in Waqf-based Pesantrens. The Balanced Scorecard considers four aspects: financial, customer, internal business, and growth and learning. The financial perspective relied on the institution’s annual report, while customer perspectives were collected via a questionnaire distributed among 100 individuals who regularly contribute to the charitable organization. Data used to evaluate learning performance, growth, and internal business came from Pesantren directors and managers through stakeholder interviews. The results demonstrate that, among these aspects, the customer perspective holds the most significance for non-profit organizations such as Waqf-based Pesantren institutions, receiving the highest score of 43. Next comes the financial aspect with a score of 21.86, while growth and learning and internal business share a score of 20 each. This emphasizes the crucial role of prioritizing the needs of customers in the strategic planning of non-profit organizations, specifically in Waqf-based Pesantren institutions. The results contribute insights for these organizations to enhance their strategic management practices by emphasizing the importance of the customer perspective in their decision-making processes.

The article deals with the problem of building an effective system of management of production potential of enterprises. It studies the role and importance of production potential in ensuring efficiency of production and development of enterprises. The study uses an analysis of the latest research and publications in the field of production potential management. The works of scientists who have made a significant contribution to understanding the formation and development of production potential are highlighted. Gaps in research related to the construction of a production potential management system and the role of the information component are identified. The essence of management of production potential as an active influence on the object of management in order to increase its efficiency and provide conditions for development is disclosed.

Strategic planning enables hospitals to anticipate various ever-changing conditions and provides a roadmap, direction, and means to achieve their goals. The Executive Clinic at RSGM-P FKG USAKTI is a comprehensive and professional healthcare provider offering specialized and public services. However, its role as a profit center has experienced a decline during the two-year pandemic. This research aims to revitalize the Executive Clinic as a profit center for RSGM-P FKG USAKTI. The research methodology employed is operational research. The strategic plan development involves three stages: input, matching, and decision stages. The findings from the research indicate that the input stage resulted in the Internal Factor Evaluation (IFE) and External Factor Evaluation (EFE) matrices with scores of 2.81 and 2.69, respectively. The matching stage utilized the SWOT matrix and IE matrix, recommending the "Hold and Maintain" strategy. The decision stage includes the prioritized strategies, namely, increasing operational hours and enhancing front office services. The identified strategic objectives are to boost revenue, enhance patient satisfaction, capture market opportunities, improve the institution's image, enhance service quality, upgrade the skills of operators, and enhance staff performance. Perencanaan strategis memungkinkan rumah sakit untuk mengantisipasi berbagai macam kondisi yang selalu berubah- ubah serta menyediakan peta perjalanan, arah yang dituju, dan cara untuk mencapainya. Klinik Eksekutif RSGM-P FKG USAKTI merupakan klinik pemberi asuhan yang memberikan pelayanan publik dan spesialis yang komprehensif dan profesional. Kemampuan klinik Eksekutif sebagai profit center mengalami penurunan selama dua tahun pandemi berlangsung. Penelitian ini bertujuan untuk mengembangkan klinik eksekutif agar dapat kembali menjadi profit center untuk RSGM-P FKG USAKTI. Metode penelitian yang digunakan adalah riset operasional. Penyusunan rencana strategi dilakukan melalui tiga tahap, yaitu tahap input, tahap pencocokan, dan tahap keputusan. Hasil penelitian menunjukkan input stage dengan nilai Matriks IFE dan EFE sebesar 2,81 dan 2,69. Matching stage menggunakan Matriks SWOT dan Matriks IE dengan rekomendasi strategi Hold and Maintain. Decision stage meliputi strategi prioritas terpilih yaitu meningkatkan jam operasional dan meningkatkan layanan front office. Tujuan strategi yang ditentukan yaitu meningkatkan pendapatan, meningkatkan kepuasan pasien, menangkap peluang pasar, meningkatkan citra yang baik, meningkatkan kualitas pelayanan, meningkatnya skill operator dan meningkatkan kinerja staff.

The circular economy represents an effective way to address limited resources and mitigate the impact of human activity on the planet. To summarize the possible effect of circular economy implementation on business performance and its possible measurement, a systematic literature review on a final sample of 28 papers was conducted. The main findings reveal that the circular economy can help to improve business performance and that numerous indicators could be used to measure it, especially the balanced scorecard approach, which seems suitable for such classification (however, more research on this topic is needed). Additionally, it was revealed that the circular economy concept itself has no clear and generally used definition, which complicates the summarizing of the revealed indicators. To simplify future research, we proposed a research framework based on this systematic literature review and emphasized the research gaps.

Objetivo: Identificar iniciativas para o alinhamento estratégico de uma empresa comercial do segmento de utilidades, a partir do Balanced Scorecard. Metodologia: Realizou-se uma pesquisa descritiva, realizada a partir de estudo de caso, com abordagem qualitativa. A coleta de dados ocorreu por meio de um questionário aplicado aos colaboradores, obtendo-se 40 respostas válidas. A partir dos resultados verificou-se que as iniciativas que podem contribuir com o alinhamento estratégico são voltadas a: aumentar a rentabilidade da empresa, reduzir o custo médio da empresa e melhorar o fluxo de caixa, no que tange a perspectiva financeira; aumentar o número de clientes no atacado e no varejo, manter clientes lojistas ativos no caso da perspectiva de clientes; alinhar os processos de gestão de estoque, agilizar o atendimento e agilizar a operação do sistema interno de informação no que diz respeito a perspectiva de processos internos e; capacitar os colaboradores e reduzir o turnover no que tange o aprendizado e crescimento. É importante que a empresa defina os responsáveis para acompanhamento das iniciativas, para que as metas possam ser atingidas e por consequência, os objetivos possam ser alcançados. Resultados: De forma geral, os resultados destacam a relevância da metodologia BSC, para o alinhamento entre os objetivos estratégicos, indicadores, metas e em especial, as iniciativas para colocar em prática o que se espera para organização, contribuindo com os gestores no processo decisório, para que melhores decisões possam ser tomadas e a empresa tenha êxito em suas atividades. Contribuição do Estudo: O presente estudo contribui com a literatura evidenciando que o BSC pode ser utilizado independente do porte ou segmento de atuação e, pode servir como benchmarking para outras empresas similares, de pequeno e médio porte.

This research aims to analyze school critical success factors that influence the provision of educational services to win the competition in admitting new students. This type of research is qualitative with a descriptive approach. The sampling technique uses nonprobability sampling with a purposive sampling category using a judgment sampling approach. The data used is qualitative in the form of primary and secondary data. This research integrates two analytical methods, namely Porter's five forces, used to analyze the formal education industry, and the AHP paired comparison model method to determine CSF priority weights. The formal education industry analysis results obtained 16 school critical success factors, which were then grouped into four balanced scorecard perspectives and weighted using the AHP paired comparison model to obtain priority CSFs. The analysis results conclude that smooth cash flow, school security, comfort, quality of learning services, and quality of teachers are critical factors that schools must pay attention to in winning competition in the formal education industry. Meanwhile, from the BSC perspective, customers are the school's priority. Future research needs to discuss the significant correlation between CSF determination and the BSC perspective in the successful implementation of competitive strategies, retesting the CSF paired comparison using the expert choice application.

Kaizen is a very important continuous improvement technique; however, measuring kaizen results/benefits have not been clearly and comprehensively addressed by the literature.

The vitality of corporate social responsibility (CSR) toward sustainability has been rising rapidly in business activities. Good CSR practices are one of the most critical instruments to satisfy stakeholders’ interests and improve business performance. This study explores the nexus between economic, social, and environmental dimensions of CSR and firm performance based on a balanced scorecard. The sample includes 336 Vietnamese enterprises, excluding financial firms. The survey was conducted from March to June 2021. The empirical results of the partial least squares structural equation modeling (PLS-SEM) demonstrate that CSR significantly affects company performance. The economic dimensions of CSR have the strongest impact on financial performance (p < 0.01; t > 2.57; sample mean is 0.362). However, the environmental dimensions of CSR have not been found to influence customer performance. This study also finds that the three dimensions of CSR positively impact learning and growth, which lead to higher internal business processes and then better customer performance, eventually positively influencing profitable results. Consequently, the firm’s leaders should have strategies for effective CSR implementation to increase financial performance and achieve sustainable development goals. Furthermore, the government and other organizations should actively improve legal policies and regulations related to CSR in order to ensure organizational and national sustainability. AcknowledgmentThis study is funded by Funds for Science and Technology Development of the University of Danang under project number B2020-DN07-08.

The prerequisite for businesses’ success, competitiveness, and non-bankruptcy is their performance. An effective performance measurement system is a suitable tool for measuring and improving business performance. The development in performance measures moved from financial measures focused on company profitability to measurement systems combining different methods, approaches, and tools. The paper aims to identify key performance indicators for Slovak heating companies based on the developed integrated performance measurement system. The analysis sampled 292 Slovak companies within SK NACE 35 (heating industry). The performance measurement system was built on balanced scorecard principles, while the least absolute shrinkage and selection operator (Lasso regression) method was used to select financial indicators. Based on the combination of the above methods, a performance measurement system framework for the analyzed sample of businesses was created. The results show that when managing performance, the analyzed businesses should focus on the following financial performance indicators: Receivables turnover ratio, Return on equity, Return on costs, Total debt to total assets, Material intensity, Labor to revenue ratio, Netto cash flow to assets, Net working capital to total assets, and Short-term liabilities to assets. When building performance measurement system based on balanced scorecard principles, financial indicators were supplemented by non-financial ones. In addition to the original balanced scorecard principles, the performance measurement system was extended by environmental constituents. Also, the paper’s deliverable combines Lasso regression and balanced scorecard principles in order to select key performance indices. AcknowledgmentThis paper is prepared within the grant scheme VEGA No. 1/0741/20 (the application of variant methods in detecting symptoms of possible bankruptcy of Slovak businesses in order to ensure their sustainable development).

This study aims to evaluate the effectiveness of the company's strategy with the Balanced Scorecard as a performance measurement tool. The research method used is descriptive qualitative based on primary data through interviews and observations of MSME actors and literature that supports the research. The results of the research based on interviews show that UMKM Putih Telur Jogja (Sinar Sentosa) in implementing the Balance Scorecard which consists of a Financial Perspective, Customer Perspective, Internal Process Perspective, and Learning and Growth Perspective has been carried out well. However, there are several perspectives that need to be improved by looking at the opportunities that exist, namely the Customer Perspective and Learning and Growth Perspective.

AbstractRecent years have seen constant pressure for more efficient management in the educational sector, and some studies have addressed the application of the Balanced Scorecard (BSC) in this sector. Analysis of this literature shows that theoretical developments in this research area are scarce, so this article aims to examine the presence of institutional isomorphism and neo-bureaucracy in the implementation and development of the BSC in a public educational institution in Brazil. It investigates how the presence of isomorphic pressure and neo-bureaucratic characteristics influence the implementation and development of the BSC in this sector. An interpretative approach was adopted to study this topic, resorting to a single case study. Data were gathered through semi-structured interviews and documentary analysis, and treated using qualitative analysis software, i.e., Nvivo, (QSR International, Version 10). The presence of neo-bureaucratic characteristics was found in the implementation and development of the BSC, with these characteristics contributing to the success of the tool in the teaching institution studied. We also found the presence of isomorphic pressure, in the decision to introduce the BSC, showing a clear presence of coercive isomorphism. However, as in any single case study, the results cannot be generalized.

AbstractBanks give great attention to identifying the risks of adopting FinTech and the extent of its negative impact on their business. This study aims to explore the relationship between the risks of adopting FinTech in banks and their impact on performance, where the balanced scorecard was used to measure performance. This study identifies four risks, which are the most important risks affecting FinTech in banks: systemic risks, operational risks, outsourcing risks, and cyber risks. The data was collected through a questionnaire for 263 respondents at the managerial level of bank branches in Yemen from October to December 2021. Structural equation modeling PLS-SEM and a disjoint two-stage approach were used to approve the model’s constructs. The current study proved the validity of the proposed relationship between the risks and the effect of risk variables on each other, except for the impact of outsourcing risks on cyber risks. Also, the study result is that cyber risks and operational risks of adopting FinTech have a negative impact on banks’ performance. But the outsourcing risks of the adoption of FinTech have a positive impact on banks’ performance the systemic risks do not affect banks’ performance. Therefore, this study is considered one of the rare studies that contribute to analyzing the risks of adopting FinTech in banks and its impact on performance. In addition, it gives a clear picture for decision-makers in banks to identify the dark side of FinTech adoption.

AbstractIn this paper the virus theory is applied to gain insight into the intra-organizational diffusion and evolution of the Balanced Scorecard. The study draws on longitudinal data about the use of the Balanced Scorecard in a Norwegian bank, by interviews with managers and rich internal documents. The findings suggest that virus theory offers a diverse set of theoretical mechanisms that can describe a multitude of organizational processes in the evolution of a management idea. Specifically, it is found that the case organization was infected directly through top management´s contact with the idea and indirectly through an external institution. Interestingly, there was an incubation period and the idea was lingering in the organization without implementation. However, organizational immunity to the idea was averted by management, and new routines and structures led to replication. Furthermore, the idea mutated to resemble more a measurement than a strategical tool. The concept was eventually deactivated in the organization but may still lie dormant. The paper concludes that virus theory is well-suited for analysing the intra-organizational diffusion and evolution of management ideas. In this way, virus theory can fill in some of the blind spots of management fashion theory.

AbstractThe purpose of this study is twofold: first, to examine the disclosure level of operational performance and second; to examine whether firm and industry characteristics matter in the disclosure of corporate information. The study uses data from twenty-one companies listed at the Dar Es Salaam Stock Exchange (DSE) for the financial year 2020/2021 and applies the Balanced Scorecard (BSC) framework. Data are collected from companies’ websites by using content analysis approach. Moreover, the study uses disclosure index to determine the disclosure level of operational performance and presents the results using tables. The research reveals that there is high disclosure level of operational performance information at DSE. The study also finds that industry profile, listing-age and cross-listing matter on the disclosure of operational performance. The findings highlight that information related to customers and innovations are least disclosed this may be due to confidentiality and competitive advantage issues. Meanwhile, internal business process is highly disclosed in order to showcase strength to stakeholders. This study has used small sample size thus, future research may increase the sample size to include companies listed at other stock markets in order to increase diversity and get more insight on the operational performance and BSC framework in general. The findings are relevant to policy makers and regulatory bodies. The study contributes to the literature on the disclosure of operational performance information in an emerging capital market setting.

The purpose of this research is to design the performance measurement by using the Balanced Scorecard approach at Dr.T.C.Hillers Maumere Hospital. A balanced scorecard helps the hospital achieve strategic targets from four perspectives: internally and externally. The methods that are used in collecting the data are observation, interview, and documentation. Based on the discussion result on four indicators of the Balanced Scorecard at Dr.T.C.Hillers Maumere Hospital shows the result of customer perspective which needs to be measured to increase patient satisfaction and loyalty, the financial perspective needs indicator to raise service revenue and cost control (streamline costs) so it can reach independent finance, internal business process perspective needs measurement to increase service innovation, measurement to increase basis service quality and reference, measurement to increase efficiency and effectiveness of service provision procedure and measurement to increase assets management, and then on growth and learning perspective by doing measurement to increase network technology utilization and quality human resources. Thus, it can be concluded that using the Balanced Scorecard as a performance measuring tool could help the hospital attain long-term success in a competitive market situation. Keywords: Performance Measurement; Strategic Target; Balanced Scorecard; Regional Public Hospital

A green balanced scorecard allows businesses to monitor their environmental progress and energy use, as well as quantify their achievements toward decreasing their ecological footprint. The scope of the current research is twofold: (i) to highlight the new sustainable profile of the Balanced Scorecard; and (ii) to investigate the contribution of the Sustainable Balanced Scorecard to the achievement of the energy efficiency and environmental goals of businesses. The present research study applies the rigorous bibliometric analysis technique and the PRISMA method for the years 2011–2023 to investigate the most popular research sources and documents, where the most frequently used keywords and research trends are utilized to answer the research question. In addition, findings from the network, content, and cluster analyses were visualized with the use of the bibliometric tools of Biblioshiny and VOSviewer. The results of the study indicate that businesses have made it a priority to build an energy-efficient management system based on the Sustainable Balanced Scorecard, which will help them achieve their organization's environmental strategic goals. Moreover, a new era in the Sustainable Balanced Scorecard, that of the Contact Balanced Scorecard, has started emerging in the field. This article explains how the Sustainable Balanced Scorecard benefits organizations by enabling them to enhance their performance on both the economic and social fronts as well as the environmental front. Finally, by employing strategic evaluation methods like the Sustainable Balanced Scorecard to analyze organizations' sustainability performance, the present study effort supports the sustainable growth of enterprises. [ABSTRACT FROM AUTHOR]

This study aims to analyze financial performance based on the company's internal business processes using the balanced scorecard method in various sector companies with the highest capitalization on the Indonesia Stock Exchange which experienced a decline in profits in 2020-2021. This research design is a descriptive applied quantitative research with ASII, BBCA, and TLKM samples. The analytical method used is the Balanced Scorecard Method with four perspectives. The results of the analysis show that ASII 2020 results in a final total score of 50% in the BBB category and unhealthy conditions, ASII 2021 at 57% in the BBB category and unhealthy conditions, BBCA 2020 at 62% in the BBB category and unhealthy conditions, BBCA 2021 by 74% with category A and very healthy condition, TLKM 2020 by 58% with category BBB and unhealthy conditions, and TLKM 2021 by 71% with category A and very healthy condition.

We are witnessing that the healthcare system of the Republic of Croatia is faced with numerous challenges, especially financial ones. Many activities are needed to improve the condition. In this paper, the emphasis is on the application of information and communication technology (ICT) as a tool for reducing costs and increasing income. The hypothesis of the work is that with the help of ICT we can directly, but also indirectly, by applying ICT through the so-called Dynamic Balanced Scorecard (DBSC) to influence business improvement. The DBSC method enables the evaluation of financial operations indirectly through employee education, optimization of business processes and increased patient satisfaction. In addition to the DBSC method, analysis of the collected literature, cost-benefit method and case studies are used to test the hypothesis. Regarding structure of the work, the introduction explains the context of the hospital's operations, defines the goals, hypothesis and research methods. This is followed by a description of the conducted research. The conclusion contains final considerations as well as suggestions for future research.

The success of the organization is based on the quality of human resources, their competencies, motivation, loyalty, and their business results. The basic aim of this research is to determine whether and to what extent human resources competency management influences the business success of small and medium enterprises (SMEs). The empirical research was conducted in 234 SMEs in the Federation of Bosnia and Herzegovina in January 2021. An original questionnaire was created for the survey, which gathered the opinions of top managers. In the paper, human resources competency management is viewed as a process consisting of: determining the required competencies, determining current competencies and the competency gap and undertaking activities to ensure and develop the necessary competencies. For the business success of SMEs, business performance was researched through four perspectives of the Balanced Scorecard (financial, customer, internal business processes and learning and growth perspective). The research results showed the correlation between the studied variables and the influence of human resources competency management on the business success of SMEs viewed from all four perspectives. The paper includes a comparison with similar research, limitations and recommendations for future research. The originality of this work lies in creating an original model of the connection between human resources competency management and business success (performance) of SMEs as viewed through four perspectives of the BSC, which has been empirically tested. Also, no such research has been conducted in B&H to investigate the influence between the human resources competency management and the business success of SMEs.

The aim of the current research was to provide a world-class information systems development model using the balanced scorecard approach in sports organizations. The current research is practical in terms of purpose; In terms of how to collect information, it was a survey. The statistical population of the research was made up of the employees of all 31 general sports and youth departments of the country's provinces (5882 people) and the statistical sample was selected using the Karjesi and Morgan table of 361 people. To collect data, a researcher-made questionnaire was used according to the balanced scorecard approach (4 components and 48 items). The validity of the questionnaire was confirmed by 10 sports management professors and the reliability was 0.86, which indicated its good reliability. Data analysis was done using confirmatory factor analysis and structural equation modeling with PLS software. The findings from the analysis of the conceptual model of the research show that the development model of world-class information systems in sports organizations, in the financial perspective using 5 indicators, in the customer perspective with 12 indicators, in the business processes perspective with 14 indicators and in the growth perspective and learning was confirmed with 17 indicators. Therefore, it is concluded that the development of world-class information systems in sports organizations by increasing efficiency and effectiveness will improve organizational productivity and be considered as a sustainable competitive advantage.

We are witnessing that the healthcare system of the Republic of Croatia is faced with numerous challenges, especially financial ones. Many activities are needed to improve the condition. In this paper, the emphasis is on the application of information and communication technology (ICT) as a tool for reducing costs and increasing income. The hypothesis of the work is that with the help of ICT we can directly, but also indirectly, by applying ICT through the so-called Dynamic Balanced Scorecard (DBSC) to influence business improvement. The DBSC method enables the evaluation of financial operations indirectly through employee education, optimization of business processes and increased patient satisfaction. In addition to the DBSC method, analysis of the collected literature, cost-benefit method and case studies are used to test the hypothesis. Regarding structure of the work, the introduction explains the context of the hospital's operations, defines the goals, hypothesis and research methods. This is followed by a description of the conducted research. The conclusion contains final considerations as well as suggestions for future research. [ABSTRACT FROM AUTHOR]

This research aims to evaluate the balanced scorecard practices and their impacts on employees' performance in five-star hotels in Cairo, Egypt. This paper considers a wide range of background information and a literature review that focuses on the implementation of balanced scorecard practices on the performance of employees in hotels. Questionnaires were distributed to employees working within the rooms division department. The study sample covered 30% of Egyptian five-star hotels in Cairo. Structural equation modeling was used to analyze results. In this context, the study found that the application of the balanced scorecard practices significantly affected employees' performance. It was found that the most influential factor affecting employees' performance was the learning and growth perspective. As such, it is recommended that hotels should pay more attention to the application of the balanced scorecard as a crucial tool for enhancing employees' performance. The implementation of the balanced scorecard begin with improving the skills and knowledge of the employees, thus managers in each department in hotels should facilitate the application of balanced scorecard and make use of balanced scorecard not only as a follow up tool for employees but also as a measurement tool.

The article aims to develop an integrated method for managing an industrial enterprise highly responsive to the challenges of a changing environment. The theory of the firm, the general theory of management and strategic management theory constitute the methodological basis of the study. The research methods are structural-logical analysis, comparative analysis, and matrixing. We distinguish between three industrial enterprise management methods, based on: (a) complex financial indicators, (b) a balanced scorecard, and (c) a system of continuous improvements. The results of comparative analysis allowed identifying high-potential methods of strategic management. We conclude that it is expedient to integrate various methods, which will level the shortcomings of each of them and, in some cases, help obtain a synergistic effect. The study proposes a mechanism for integrating a balanced scorecard with the Hoshin Kanri tools, which contributes to the development of strategic management theory. The mechanism can be of use for industrial enterprises when formulating their development strategy.

This research was conducted at the dr. Soedomo Trenggalek Hospital in 2017, by implementing two performance measurement systems, Balanced Scorecard (BSC) and the Malcolm Baldrige National Quality Award (MBNQA). The aim is to understand the performance of dr. Soedomo Trenggalek Hospital. Integration is done by mapping each BSC perspective, then the MBNQA perspective is disseminated into BSC strategy map with 3 categories including Drivers, Systems, and Results. The research method used a case study. The results of the performance measurement with the integration of BSC and MBNQA in dr. Soedomo Trenggalek Hospital shows that his performance is quite good. Abstrak Penelitian ini dilakukan di RSUD dr. Soedomo Trenggalek pada tahun 2017, dengan mengimplementasikan dua sistem pengukuran kinerja Balanced Scorecard (BSC) dan Malcolm Baldrige National Quality Award (MBNQA). Tujuannya adalah untuk mengetahui kinerja pada RSUD dr. Soedomo Trenggalek. Integrasi dilakukan dengan memetakan setiap perspektif BSC, kemudian perspektif MBNQA disebarluaskan ke dalam peta strategi BSC dengan 3 kategori meliputi Driver, System, dan Result. Metode penelitian menggunakan studi kasus untuk mengukur kinerja RSUD dr. Soedomo Trenggalek. Pengukuran kinerja dengan integrasi BSC dan MBNQA di RSUD dr. Soedomo Trenggalek menunjukkan bahwa hasil kinerja yang cukup baik.

The primary purpose of this study is to investigate the role of Total Quality Management (TQM) on business performance in various dimensions. This study proposes a conceptual model that intends to study several research hypotheses. The data were obtained through an online questionnaire, sent to pharmaceutical companies manufactured generic products in Indonesia. The study was conducted based on responses received from 168 valid questionnaires, and it was used partial least squares structural equation modeling (PLS-SEM) to test the hypotheses. Furthermore, we use both of reflective and formative construct with second order/higher order construct in our model of study which is rarely found in the previous study. This research analyzed the dimensions studied in different aspects. TQM variable consists of seven practice, namely management commitment, supplier quality, employee involvement, leadership management, customer orientation, continuous improvement and quality management system, and with respect to business performance, this variable was analyzed through four different perspectives, namely, financial, customer, internal business process and learning & growth. The findings indicate that companies adopt total quality management get improvement in their business performance. Leadership management has greater effect on the successful of TQM practice compared to other TQM dimensions. This study also provides a particular contribution for the companies and expect to be used as feedback related to the execution of their TQM implementation to improve their business performance.

A company needs to measure its financial and non-financial aspects to prove its proper performance. Balanced Scorecard is one of the tools to measure performance both in financial and non-financial. This study aims to implement Balanced Scorecard design that is in line with the vision and strategy of PDAM Hulu Sungai Utara to achieve the desired performance targets. This is descriptive qualitative research. The data collection methods used were interview, documentation, and observation methods. The type of data used is both primary data in the form of interviews, and secondary data in the form of financial reports and other data attachments. The data analysis method in this study begins by presenting an overview of the next PDAM HSU, classifying the strategic plans that are applied, explaining the causal relationship between strategic plans, determining indicators and targets in each perspective, and describing the Balanced Scorecard design. The results of this study are the measurements in accordance with strategic objectives in each perspective according to the Balanced Scorecard concept. It is expected to make PDAM HSU easier for achieving its strategic goals.

The study focuses on the factors affecting the application of Balanced Scorecard (BSC) in Vietnamese listed companies, through which they can improve the ability to apply BSC in their businesses. The factors included in the study consist of organizational size, organizational culture, manager’s awareness, accountant’s capability, cost of using BSC, and benefits of using BSC. In addition, the study examines the impact of BSC application on the operational efficiency of listed companies in Vietnam. The authors used the mixed research method combined with Structural Equation Modelling (SEM) to conduct the research. Data were collected from June 2021 to December 2021 from 274 listed companies in the Vietnamese stock market. The research results show that all factors positively influence the application of BSC. Also, the study shows that the higher the level of BSC application, the higher the operational efficiency of enterprises. The authors give some management implications to support enterprises in implementing BSC effectively.

Este trabajo de busca analizar el impacto de la utilización del Balanced Scorecard como herramienta estratégica de apoyo en la gestión de proyectos, para el sector de Tecnología de Información en Colombia. El estudio de carácter exploratorio indaga sobre la integración de Balanced Scorecard con las actividades propias de la gestión de proyectos, se desarrolló un trabajo de campo con 105 gerentes de proyectos en el sector de estudio, comparando proyectos desarrollados con diferentes metodologías de seguimiento y control, contra proyectos que han implementado el Balance Scorecard. Los resultados permiten establecer que el Balanced Scorecard es una herramienta que puede mejorar la eficacia y eficiencia de la gestión de los proyectos en términos de alineación de los resultados del proyecto con la estrategia de la organización. Este estudio permite concluir que el Balanced Scorecard permite establecer y hacer medidas estratégicas y conexiones más claras entre el proyecto y la estrategia organizacional, que pueden ocasionar un mejor desempeño interno del equipo del proyecto en términos de entrega oportuna, cumplimiento de presupuesto, gestión de la calidad, alcance y riesgos del proyecto.

This study was deemed relevant in the current epoch given the need for rebuilding enterprises that were devastated by the Covid-19 pandemic. To ensure economic restoration, particular interest in small business start-ups and incubators has become especially important. In addition, measurements for effectiveness are critical since, without them, progress cannot be ascertained. The aim of this study was to assess the balanced scorecard and its applicability to business incubators in the context of the present technological explosion. Specifically, the study assessed the technological dimension of the balanced scorecard with the particular intention of establishing how technological tools affect the balanced scorecard. The study was based on phenomenological interviews to provide data that were relevant to the study objectives. A thematic analysis of the data collected supported literature perspectives that technological tools and platforms such as social media, robotics, expert systems, online as well as web platforms strengthen and improve the measurement of both financial and non-financial criteria for measurement on the balanced scorecard. Technological tools were found to improve data collection, management, and analytics thereby improving the quality and credibility of balanced scorecard measurement. The study recommends the accelerated adoption of technological tools for use within the balanced scorecard among incubators. It also recommends that the government should support incubators in their technological adoption measures as this has the potential of increasing economic development.

El artículo tiene como objetivo proponer una metodología para la obtención de los Tableros de Mando y los Cuadros de Mando Integral de la gestión del gobierno orientada a la innovación, teniendo en cuenta el marco conceptual, legal, los objetivos e indicadores identificados. La metodología se soporta en tres etapas y 11 pasos. Se presentan los resultados parciales alcanzados con la construcción de los Tableros de Mando y los indicadores identificados en la primera etapa. La capacidad de generalización de esta metodología está demostrada por su implementación en la obtención de los Tableros de Mando correspondientes a los organismos de la administración central del estado, órganos, entidades nacionales y los macroprogramas del Plan Nacional de Desarrollo Económico y Social al 2030, a través del trabajo colaborativo desplegado para la generación de conocimiento y la toma de decisiones.

The objectives of this study are to evaluate the performance of the Kusuma Agrowisata Hotel during the Covid-19 pandemic and to design the business strategy for the Hotel in new normal period. This research applies the quantitative and qualitative method. The data were obtained using questionnaires and interview and analyzed by applying descriptive statistics, using the Balanced Scorecard and SWOT analysis. The result shows that the hotel was less successful in improving revenue and efficiency. However the customers were satisfied and the hotel was able to achieve the company's strategy efficiency index and the staff satisfaction index. The SWOT analysis found out that there was S-O Strategy which could be done by keeping the room prices competitive, providing children’s playground, keeping the good image, having a strategic location, maintaining the friendliness, maintaining the surrounding natural environment, keeping the guest demand fulfilled, reopening various tourist sites and setting strategies to eliminate customers boredom.

In recent years, there has been a tremendous leap in the usage of data in its different forms. Big data has grown exponentially and so have the tools that enable culling out meaningful data that have the potential to transform business establishments. Tools that make use of big data like Cloud Computing, Data Warehousing, Dashboards and Mobile Apps have found application in several fields including healthcare. These applications provide real-time data to aid business establishments in making timely decisions. However, data need to be presented in an appropriate format like ones shown in the balanced scorecard (BSC) which has undergone a number of refinements since the 1990s. Since the BSC includes the provision of both financial and non-financial key performance indicators (KPI), it serves the long-term interests of an organisation. The efficacy and profitability of the BSC can be scaled up with the aid of data analytics which provides all inputs for a decision support system. This article explores the various possibilities of using data analytics in providing and updating meaningful inputs to each of the perspectives of the BSC to enhance healthcare delivery. [ABSTRACT FROM AUTHOR]

Jasa Tirta I Public Company is a state-owned company engaged in the management of water resources. The quality of the performance of an organization can be known by measuring the performance of the achievement of performance indicators. Comprehensive planning of performance indicators is needed. This study aims to determine the performance measurement of Perum Jasa Tirta I by the Balanced Scorecard method and then analyzed by the PDCGA (Plan-Do-Check-Goal-Action) method for continuous improvement to improve company performance. The research method used in this study uses a mixed-method approach. The results showed that the measurement of public performance based on the Balanced Scorecard Perum Jasa Tirta I 2015-2019 method is divided into 4 approaches: financial perspective, customer perspective, internal business process perspective, and learning & growth perspective including good performance. Judging from the financial perspective it is included in the very good category. From the customer perspective, it is included in the excellent category. From the internal business perspective it is classified as quite good, Electricity Raw Water Service indicators reached 93% of the 100% target and environmental management achieved 97% of the 100% target. From the perspective of learning & growth in the excellent category.

The analysis of the research topic of the perspective of the balanced scorecard, which is responsible for relations with customers, is structured on such issues as the name of such a perspective, its strategic objectives, indicators, strategic initiatives, appropriate information management support and the integration of this concept with other approaches in management. It is recommended to use the name «Customer» for the purpose of managing the customer relationship system within the framework of the balanced scorecard implementation for an appropriate perspective. The strategic objectives of the «Customer» perspective are specified taking into account the specifics of the company’s strategy and the vision of its own mission in the environment in which it operates, but the classical approach provides for such strategic objectives as increasing market share, retaining the client base, expanding the client base, increasing customer satisfaction, increasing customer profitability. It is proposed to use the following groups of indicators within the «Customer» perspective, namely, those that characterize: the position of the enterprise in the market; the client base of the enterprise; the level of customer satisfaction of the company, the features of the company’s offer; income / expenses related to customers, and the efficiency of using the customer capital of the enterprise. In contrast to strategic objectives, the selected initiatives should be specific in nature, a set of actions to achieve the goal to which they are subordinated. The information support for the use of a balanced scorecard is mainly represented by scorecards and strategic maps, which can be built at different levels of subordination. It is substantiated that the possibilities of integrating the BSC concept with other approaches in management provide it with a high level of adaptability in management practice.

A avaliação da performance de marketing é um tema vital em muitas empresas. Nesse contexto, uma questão fundamental consiste em como conceptualizar e operacionalizar, com rigor, os instrumentos que conduzam a formas mais holísticas e equilibradas de avaliar a performance de marketing, não apenas para efeitos de monitorização e melhoria, mas também para comunicar estratégias. Infelizmente, apesar da existência de um número crescente de métricas individualiza­das, os estudos de modelização do fenómeno apresentados na literatura são escassos e a grande maioria não é suportada empiricamente. O presente trabalho desenvolve e testa um modelo inte­grado de avaliação da performance de marketing baseado na filosofia e nos princípios do Balan­ced Scorecard. Os dados foram obtidos através de um questionário respondido por 107 empresas portuguesas. Os resultados, analisados com base no método de equações estruturais, confirmam a robustez teórica do modelo e sugerem a sua viabilidade para avaliar a atuação de marketing. Nesse sentido, este estudo constitui um aprofundamento da temática em causa e fornece um instrumento destinado a orientar a seleção de um conjunto relevante de indicadores que auxilie as empresas a basearem análises de tipo avaliativo e decisões sobre alocação de recursos.

Under decentralization, local governments gain more rights and opportunities to use various types of resources, thus, increasing their level of responsibility (including social responsibility) for the use of resources. The paper aims to reveal the consequences of decentralization reform for the indicators of united territorial communities (UTCs) budgeting that reflect their general socio-economic condition, as well as the nature of the latter one; to adapt the balanced scorecard (BSC) to the feature of UTCs’ functioning, and to develop the UTCs strategic map. The paper indicates that the system of balanced indicators is an analytical tool for ensuring the realization of the concept of social responsibility of the UТСs. The research resulted in the development of the balanced scorecard of indicators for UTCs. It includes the following blocks: internal business processes, funding, service providers, service consumers, and environment. The research contributed to the development of UTCs strategic map based on BSC adapted to the peculiarities of UTCs. The strategic map provides an opportunity to link strategic goals of UTCs with the developed BSC blocks and allows for a successful implementation of the concept of UTCs’ social responsibility in conditions of the need to achieve sustainable development.

Background: Starting from the limitations of different single-method approaches to measuring the organizational efficiency, the paper is focused on covering both the financial and non-financial factors of this concept by combining two methods, namely the Balanced Scorecard (BSC) and Data Envelopment Analysis (DEA).

O planejamento estratégico produz um resultado articulado, na forma de um sistema integrado de decisões. O Balanced Scorecard permite que haja um alinhamento entre missão, visão e valores, por meio de indicadores que são agrupados em quatro perspectivas que, segundo Niven (2002), na administração pública, são cidadãos, processos internos, aprendizagem e crescimento e orçamento/financeiro. O objetivo deste trabalho foi elaborar o Balanced Scorecard na administração pública no município de Ibiúna, estado de São Paulo, Brasil. A pesquisa tem natureza qualitativa com aplicação do método do estudo de caso, por tratar de situações complexas, contemporâneas e contextualizadas (YIN, 2015). Os resultados indicam que a elaboração do Balanced Scorecard é aplicável ao setor público e permite a consolidação das metas estabelecidas no Plano Diretor, Plano Plurianual, na lei de diretrizes orçamentárias e lei orçamentária anual, aumentando o controle e a transparência das informações, melhorando o alinhamento com a visão e a missão do município, correspondendo aos preceitos modernos da transparência.

ABSTRACT: With the changing conditions of business conduct, Industry 4.0 means a rapid development of new technologies, increased intensity of competition and evolving globalization, thus presenting enterprises with new challenges. There is a need to transform business models into open models that make extensive use of open innovations. A company’s aspiration to achieve success on the market requires monitoring the degree of strategy implementation. The aim of this article is to present a tool for assessing the competitiveness and effectiveness of the business model of an enterprise in the Industry 4.0 era. The tool for assessing the business model is based on the balanced scorecard. It was constructed on the basis of literature and expert research. The article presents its practical application in an enterprise.

This study analyze the Muhammadiyah Lamongan Hospital performance based on four perspectives: a financial, costumer, internal business, learning and growth. The research method used a case study. Research Results Measurement of the financial perspective shows that from the results of liquidity, profitability, and solvency, Muhammadiyah Hospital Lamongan gets good results. This study results from the perspective of customers that are generally also good, which is represented by the views of most customers who value hospital services as quite good. Abstrak Tujuan dari penelitian ini adalah menganalisis kinerja Rumah Sakit Muhammadiyah Lamongan berdasarkan empat persepektif yang meliputi keuangan, pelanggan, bisnis internal dan pembelajaran dan pertumbuhan. Metode penelitian adalah studi kasus. Hasil Penelitian pengukuran perspektif keuangan menunjukkan bahwa Rumah Sakit Muhammadiyah Lamongan memiliki kondisi keuangan yang cukup baik, sejalan dengan hasil dari perspektif pelanggan yang secara umum juga baik yang direpresentasikan oleh pandangan sebagian besar pelanggan yang menilai pelayanan rumah sakit yang cukup baik.

Abstract. The modern driver of the country’s economic development is the creative economy, which is considered by many scientists as a new model of the growth. Ukraine has not stayed away from the process of forming a creative economy. According to the rating of the Global Creativity of the Martin Prosperity Institute, Ukraine ranked 45th among 139 countries. Analysis of the content of the Global Index suggests that it is the high rating of the Talent Index (24 positions) that caused a fairly high Global Index. The reinforcing components of the High Talent Index are the number of the highly educated people and the share of creative workers. The Technology Index is quite high (43 positions). As for the Tolerance Index, Ukraine ranked 105th. The considered components of the indices allowed us to draw a conclusion about the existing unrealized and powerful reserves of Ukraine’s creativity. An important component of the formation of the creative economy of Ukraine is the creative industries. However, research has shown that the sources of creative potential are in non-creative industries. The basis of such sources is a human capital. It is important to find tools that will increase the creative potential of any business structure, regardless of its industry affiliation. However, research has shown that this problem has gone unnoticed by scientists. The article proves that such a tool is a balanced scorecard. The aim of the article is to analyze a balanced system of indicators in terms of their compliance with the requirements of the creative economy and to find sources for adapting this system to new requirements. The system is not only evaluative, but also serves as a means of the strategic management, as it allows you to direct the development strategy of the organization in the plane of specific strategic objectives and indicators. The advantages of the system are the ability to identify performance indicators to determine the main direction of the organization, and for individual units; use of feedback; bringing specific goals to each specific performer; motivation of employees of the enterprise depending on the results of the task; universality of application of the system. Analysis of the essence of a balanced scorecard allowed to identify sources of creativity for each of the four components of the system (financial, customer evaluation, business process efficiency, staff). The search for sources of system adaptation was carried out for BAKER TILLY Ukraine LLC. The company uses a balanced scorecard, which has its four main components and does not belong to the creative industries. As a result of the analysis of the company’s activity, the sources of increasing the creative potential were identified and the methods of their implementation were proposed. Keywords: creative economy, human capital, creative potential, balanced scorecard, sources of creativity. Formulas: 0; fig.: 0; tabl.: 2; bibl.: 15.

The article reviewed suitability of a balanced scorecard for development of effective small business management strategy based on empirical research of foreign companies, also the author made hypotheses on suitability of this method, which will be later confirmed or confuted by author’s own empirical researches among small companies of service industry.

The article considers the role of risk management in the organization’s management and the risk is shown as one of the possible constraints ofactivity. An algorithm for risk management based on the integration of the Balanced Scorecard and the theory of constraints system is proposed.

Human resource management (HRM) in public organizations managed based on a balanced scorecard requires a different narrative on the map of strategic goals than in private organizations. However, this issue is not widely recognized and discussed. This study aims to identify strategic goals and outline an HRM strategy with a stakeholder approach from a corporate culture perspective based on a balanced scorecard by examining and highlighting areas that should be included in the revised narrative. This exploration was carried out through qualitative research, particularly a thematic analysis based on data from the Kish Free Zone Organization. Therefore, using the themes obtained, a human resources strategy map was presented based on a balanced scorecard. The six-step Clarke-Braun process and the three-step Attride-Stirling thematic classification method were combined into a thematic network, and a seven-step research process was created. Data was collected through interviews with stakeholders in the Human Resources (HR) unit. These stakeholders are (1) HR employees (2) employees of other entities (3) senior and middle management (4) family of employees (5) HR department of related companies (6) retirees, and (7) customers of this entity. To identify strategic goals and a human resource strategy map, 187 main topics, 39 organizational topics, and 12 global themes were identified after transcription of the interviews, including (1) the development of family policies (2) promoting the well-being, health, and well-being of employees (3) improving productivity HR department (4) promoting the human dignity of the staff (5) developing an organizational culture based on customer orientation and innovation (6) empowering employees (7) development HR information system (8) strategic recruitment and retention of employees (9) performance management and development employees (10) strategic transformation of HRM based on research and process reform (11) adjusting the allocation and use of the HR budget to the organization's strategy and (12) improving the accounting mechanism for the personnel budget. This study is innovative due to the proposed approach to redesign the strategy map and the balanced scorecard from a human resource management perspective, methodically, due to adopting a combined thematic analysis process and constructing related narratives and stakeholder approaches from a corporate culture perspective.

Geleneksel performans ölçüm yöntemlerininperformansın ölçülmesinde yetersiz kalması sonrasında ortaya konulan çokboyutlu performans ölçüm yöntemlerinden biri olan Balanced Scorecard özelsektöre yönelik olarak tasarlansa da günümüzde kamu kurumlarında dauygulanmaktadır. Bu çalışmada, itfaiye birimi için oluşturulan kurumsal karnemodelindeki faaliyetlere ilişkin belirlenen hedeflerde meydana gelen sapmalarıniç kontrol standartları ışığında değerlendirilmesi amaçlanmaktadır. Stratejikplan ile performans programında belirtilen amaç ve hedefler ile birimyöneticileriyle yapılan görüşmeler neticesinde Büyükşehir Belediyesinin birbirimi olan İtfaiye Dairesi Başkanlığı için kurumsal karne modeli oluşturulmuş;oluşturulan modelde her bir boyut için amaçlar ve ölçütler belirlenmiş ve herbir ölçüt için hedef ortaya konulmuştur. Dönem sonunda ölçütler ve ölçütleriçin belirlenen bütçe için hedeflenen seviye ile gerçekleşen seviyekarşılaştırılmış, sapmalar belirlenmiş, önemli miktarlı sapmaların nedenleriirdelenmiş ve sapmaları ortadan kaldıracak eylem planı ortaya konulmuştur. İçkontrol sisteminin kurulması ile birlikte Kurumsal Karne Modelinde yer alanfaaliyetler için miktar ile bütçe yönüyle gerçekçi hedefler belirlenmesinin vemiktar ile bütçe sapmalarının daha makul seviyeye indirileceğinin mümkün olduğugörülmüştür. Hedefler nezdinde meydana gelen sapmaların nedenlerinin ve busapmaları giderici eylemlerin ortaya konulması sureti ile sapmaların azalacağı,performans düzeyinde yükselme meydana geleceği beklenilmektedir.

Accurate, comprehensive and credible performance management systems, as one of the benchmarks of the development of organizations and communities, require the provision of specific infrastructures and requirements. The present study consists of a mixed approach of fuzzy hierarchy analysis and balanced scorecard to assess the business environment in the West Azarbaijan province of Iran. This research is applied in terms of purpose and has been prepared in terms of method with analytical and descriptive approach. Analytical Hierarchy Process Analysis (AHP) technique was used to measure the variables of the research and indicators are weighted by analyzing the fuzzy hierarchical process as well. Based on this, the growth and learning field with a priority weight of 0.467 is the most important and secondarily, the internal processes area with a priority weight of 0.277 is considered. The financial area with priority weight of 0.160 is considered important in the third order and finally the client area with a priority of 0.095 is considered.

This research aimed to test the effect of non-financial performance on financial performance moderated by information disclosure. Balance scorecard was used to measure performance values in a comprehensive, coherent, measurable, and balanced. The research result showed that non-financial performance measures consisting of consumer, learning and growth perspectives affected financial performance, but internal business process did not affect financial performance. With cause-effect, learning and growth affect internal bussines process, and the internal business process affects customers Information openess does not has efffect of non-financial performance relationship towards financial performance. This research suggests that companies need to increase customer satisfaction and employee-based and strategic alignment growth to improve the company's financial performance.

In the field of district heating the process of social innovation has been initiated for the betterment of environmental conditionsand contributes to the improvement of the quality of life at the given locations and to the general well-being of the local community. The aim of this study is to present a good practice of social innovation. The technological development and the implementation of professional innovations at the Miskolc District Heating Ltd. established an operational environment of district heat production that, via the model of optimal heat source mix, can serve as an example for the planning of heat-source portfolios at the Hungarian district heating systems. The study shows how it contributes to the accomplishment of the European and Hungarian energy strategy. It also focuses on the use of eco-label and good examples of using renewable energy sources in district heating. The results of the study are applied to prepare a detailed map of the element of social innovation networks in the field of district heating and to determine the indicator groups with a special focus on its financing and economy.