Measuring and managing e-business projects through the balanced scorecard

The balanced scorecard (BSC), initially developed by Kaplan and Norton is a performance measurement system that supplements traditional financial measures with the criteria that measure performance from three additional perspectives: customer perspective, internal business perspective and innovation and learning perspective. In recent years, the balanced scorecard has been applied to information technology in order to ensure that IT is fairly evaluated. The proposed methodology can also be applied to e-business projects. In this paper, it is illustrated how the BSC can be used to measure and manage e-business projects. A generic e-business balanced scorecard is proposed and its development and implementation is discussed.