ارايه‌ي كارت امتيازي متوازن توسعه‌يافته با به‌كارگيري تكنيك‌هاي AHP و DEMATEL (مطالعه‌ي موردي: سازمان متولي توسعه‌ي صنعتي و شهرك‌هاي صنعتي)

A modified balanced scorecard model with the use of AHP and DEMATEL techniques (Case Study: Industrial Parks & Industrial development organization)

هدف اين مقاله ارايه‌ي سيستمي يك‌پارچه به‌منظور مديريت عملكرد بر پايه‌ي كارت امتيازي متوازن توسعه‌يافته است كه با به‌كارگيري تكنيك‌هاي AHP و DEMATEL بتواند ارجحيت نسبي و ميزان روابط علت و معلولي‌معيارهاي سازماني را شناسايي و در نهايت آن‌ها را اولويت‌بندي ‌كند. متدولوژي اين تحقيق با رويكرد‌ي كيفي ـ كمي چارچوبي ساختارمند و جامع را در 9 مرحله ارايه مي‌دهد، به‌طوري كه با بررسي مضامين و توسعه‌ي مناظر كارت امتيازي متوازن آغاز و تا طراحي نقشه‌ي روابط شبكه‌ي‌معيارها براساس اولويت مشخص شده و نهايتاً تبيين شاخص‌هاي كليدي و عملكردي ادامه مي‌يابد. در نهايت به‌منظور صحه‌گذاري، مراحل اين مدل در سازماني پياده‌سازي شده و خروجي هر مرحله با قضاوت 10 نفر از خبرگان اعتبارسنجي مي‌شود. نتايج اين تحقيق مويد كاربردي بودن مدل پيشنهادي و قابليت تعميم آن به ساير سازمان‌هاست.

The most important factors in achieving an organizational sustainable competitive advantage in todayʹs competitive world is organization’s appraisal and management systems. The purpose of this research is to design an integrated and flexible model for performance management based on a modified Balanced Scorecard by combination of AHP and DEMATEL techniques, so that it can identify and prioritize the relative significance of and direct & indirect cause and effect relationships of organizational criteria. This research is made to present the modified balanced scorecard with developing a new perspective. The modified Balanced Scorecard, developed in this study, could be considered as a multi-dimensional performance appraisal system based on the pillars and principles of the organization. By incorporating decision-making techniques, this model is able to appraise all aspects of organizationʹs performance. Along with quantitative and qualitative attitudes, methodology of this research provides a structured and comprehensive framework in 9 steps. Each step of the model adds value to the previous step. The steps are to begin with pillar’s survey and to modify and develop BSC. Then, they lead to the design of strategy map and key Performance Indicators. Finally, in order to validate the proposed model, it is implemented in Industrial Parks & Industrial development organization, and the results of each steps are reviewed and evaluated by 10 experts of the organization. Expert choice software is used; calculation of consistency rate and total consistency rate (0.04999) show the consistency of all calculations. The results of this research show that the proposed model is very practical, and it could be generalized and adapted to other organization. Also, the experimental achievements show that the integration of AHP and DEMATEL techniques for overcoming the limitations of the Balanced Scorecard is very effective and appropriate. Therefore, in practice, it is able to provide the optimal portfolio of the selected objectives and criteria.