Balanced Scorecard in a Telecommunications Company

Abstract

In recent decades, telecommunication has been considered as an organization for socio-economic progress in the world. At the same time, increasing demand for telecommunications services has greatly contributed to the growth of this industry, so that the number of data service subscribers worldwide is over a billion, and thousands of new subscribers are added per minute. The main purpose of this chapter is finding strategic objectives and related key performance indicators considering each perspective of the balanced scorecard in data network sector of a telecommunications company in Tehran. The financial aspect has one objective, the customer and market perspective has six objectives, the internal business process perspective has 10 goals, and finally, the perspective of learning and growth has four objectives. According to the objectives, performance indicators are presented that are useful for performance measurement and strategy implementation.