An adaptable performance system based on the balanced scorecard approach for measuring performance of individuals and groups in a business environment

Abstract

Businesses today are succeeding and growing by better understanding their customers' needs and aligning their operational processes that effectively service the customers. They are creating work processes and methods that are well linked and well operated. Utilizing a system of performance measures, they also are focusing on non-financial indicators to take advantage of key internal and external opportunities and responding to them swiftly. Beyond incremental gains, they are realizing dramatic gains in the critical areas affecting customer satisfaction-cycle time, cost, responsiveness and quality. This paper provider the reader with the architectural design and a detailed technical specification of the performance system. The proposed platform enables the implementation of performance systems on top of pre-existing, already running, information and workflow systems that support the daily business of the enterprise.