EVALUATION OF THE NEW BALANCED SCORECARD STRUCTURE VIA DESIGN OF EXPERIMENT: A CASE STUDY IN IT DEPARTMENTS OF BANKS


Turan H., Akman G., Aladağ Z.

MMO Endüstri Mühendisliği Dergisi, vol.33, no.2, pp.1-22, 2022 (Peer-Reviewed Journal)

  • Publication Type: Article / Article
  • Volume: 33 Issue: 2
  • Publication Date: 2022
  • Journal Name: MMO Endüstri Mühendisliği Dergisi
  • Page Numbers: pp.1-22
  • Kocaeli University Affiliated: Yes

Abstract

Balanced Scorecard (BSC) has emerged as one of the most widely used performance appraisal tools. The BSC includes both financial and non-financial factors to assess performance of businesses. Although the BSC is a useful tool for businesses, it is not dynamic or sensitive to fluctuation. This fragility of the BSC can be eliminated by incorporating risk and agile perspectives to the existing BSC structure. Thus, BSC includes six perspectives as Financial, Customer, Internal Business Processes, Learning and Growth, Risk, Agile. Aim of this study is to investigate impacts of risk and agile perspectives and their interaction with current four BSC perspectives (Financial, Customer, Internal Business Processes, Learning and Growth). For this aim, Design of Experiment (DOE) methodology is used. Design of Experiment examines relationship between criteria. Since financial perspective is the most important indicator of the business performance, it is determined as output variable. Other five perspectives are determined as input variables. Single impacts of five perspectives and impacts of their interactions on financial perspectives are investigated. An illustrative example in IT departments of the banks is presented in this study, and IT personnel are preferred as decision makers for Design of Experiment (DoE) application. Findings present that agile and risk perspectives influences financial perspective, their two-way and three-way interactions with other perspectives have significant impact on financial perspective.