الگوي ارزيابي عملكرد شركت‌هاي مهندسي مشاور معماري با رويكرد كارت امتيازي متوازن

Performance Measurement Model for Architectural Consulting Engineering Companies, Using the Balanced Score Card (BSC)

سازمان‌ها جهت بقا و رشد در دنياي رقابتي امروز از روش‌ها و الگوهاي ارزيابي و بهبود عملكرد بهره مي‌گيرند. شركت‌هاي مهندسان مشاور معماري نيز از اين قاعده مستثني نيستند، چرا كه عملكرد آنها به عنوان بخشي از فرآيند طراحي، تاثير شايان توجهي در موفقيت پروژه‌ها خواهد داشت. اين سازمان‌ها نه فقط براي بقا خود، كه براي توسعه‌ي صنعت ساخت، نيازمند توجه به عملكرد خود و بهبود آن هستند. براساس بررسي‌هاي به‌عمل‌آمده در صنعت مهندسي مشاور معماري و بالاخص در ايران توجه كمتري به موضوع ارزيابي عملكرد و مدل‌هاي تعالي سازماني شده است. هدف اصلي اين نوشتار، ارايه‌ي الگويي براي ارزيابي عملكرد شركت‌هاي مهندسي مشاور معماري است. با توجه به اين واقعيت كه نتايج عملكردي شركت‌ها نمي‌تواند مستقل از سطح دانش و كيفيت فرآيند‌هاي داخلي آن باشد، در طراحي الگو لازم است به جنبه‌هاي مذكور توجه و مدل جامعي ارايه شود. به اين دليل، ساختار الگوي پيشنهادي منطبق بر جنبه‌هاي چهارگانه‌ي مالي، مشتري، فرآيندي و رشد و يادگيري، مدل كارت امتيازي متوازن است. به‌دليل اهميت فرآيندهاي داخلي در عملكرد شركت‌هاي مهندسي مشاور معماري، در طراحي الگو با مبنا قراردادن الگوي فرآيندي "توماس و چو"، به جنبه‌ي فرآيندي بيش از ساير جنبه‌ها پرداخته شده است. موضوعي كه مزيت اصلي الگوي ارايه‌شده است، راهبرد محوربودن، قابليت بازخورد نتايج به فرآيندها، سادگي و انعطاف‌پذيري روش و همچنين مد نظر قراردادن خلاقيت و يادگيري سازماني از ويژگي‌هاي اصلي الگوي پيشنهادي است. در اين نوشتار، روش كارت امتيازي متوازن به‌دليل سازگاري با ويژگي‌هاي موردنظر و پوشش‌دهي مزيت‌هاي فوق انتخاب شده است.

In today’s world, most business oriented organizations apply a type of performance measurement in order to measure their capabilities and improve their performance and competitive advantage. Architectural Engineering Consulting firms also face the same fact, and their business, as part of the design process, has a significant impact on the quality and success of construction projects. These organizations have to measure and improve their performance, not only for their own survival, but also for the development of construction industries. Considering these facts, the aim of this paper is to develop a model for the performance measurement of architectural consulting engineering companies. In this paper, first, using the “Thomas & Chow” approach, the design processes in architectural engineering are investigated. Then, the advantages and disadvantages of different performance measurement models are investigated and compared. The balanced scorecard (BSC) is selected, as the most suitable choice. Finally, a performance measurement model is developed, according to this model, to assess the performance of the organizations. The strategic goals of the organization must be determined and, then, in accordance with these goals, details of four levels of the BSC model, including financial, customer (market), process, and growing and learning aspects, are identified. Moreover, indicators, targets and actions for each level are determined and explained. Based on the proposed model, the main suggested process groups that need evaluating in the performance measurement of the Consulting Engineering Companies are classified in five groups; design, tender, supervision, general and external processes. Design processes include systems such as quality assurance, estimation, sustainability, cost improvement, value engineering and design flexibility systems. Tendering processes include systems such as communication and tender evaluation assurance systems. The construction supervision system includes systems such as site management, inspection and supervision, contract and claim management, and close out systems. General processes refer to project management systems and, finally, external processes cover partnership and out-sourcing management systems. Since, there are only a few studies on this subject, the finding of this research can be useful and be primary steps towards further research into this subject.