Research on performance management of service firm based on BSC and F-ANP

Abstract

The feature of the service firm are highly opening, substantial interactions among customers and companies. Hence, there will be flaws if only evaluate the performance from classical financial indicators. As an instrument for performance evaluation, Balanced Scorecard (BSC) generally evaluate the performance from four dimensions, which are financial condition, customer service, internal business processes and learning and growth. Fuzzy Analytic Network Process (F-ANP) is a quantitative method which can deal with complicated decision-making problem. By introducing BSC together with F-ANP to the performance evaluation of service firm, this performance evaluation model will have functions of determining the weight of each index reasonably and improving the effectiveness of BSC in the application of the performance evaluation.