تلفيق تحليل شبكه‌يي پوششي داده‌ها و كارت ارزيابي متوازن به‌منظور بهبود ارزيابي عملكرد

A New Performance Measurement Approach by Integrating Network Data Envelopment Analysis and Balanced Scorecard

«ارزيابي عملكرد» فرايندي است كه به سازمان‌ها فرصت مي‌دهد تا مسايل سازماني خود را شناسايي كنند و درصورت نياز، اقدام مناسب را براي بهبود عملكرد به عمل آورند. در دهه‌هاي اخير، ادبيات مديريتي توجه روزافزوني به مسيله‌ي اندازه‌گيري عملكرد سازمان داشته است. از سويي با ظهور عصر اطلاعات، ديگر ارزيابي عملكرد سازمان‌ها تنها با تحليل معيارهاي گذشته امكان‌پذير نيست. در پژوهش حاضر مدل پيشنهادي با تلفيق مدل شبكه‌يي تحليل پوششي داده‌ها و كارت ارزيابي متوازن اين امكان را براي مديران سازمان‌ها ايجاد مي‌كند تا با در نظر گرفتن همه‌ي اقدامات مهم عملياتي به بهينه‌سازي عملكردهاي فرعي سازمان خود بپردازند. همچنين ارزيابي واحد‌هاي سازماني را از چهار نقطه‌نظر در اختيار مديران قرار مي‌دهد. با تحليل نتايج حاصل از مدل مذكور و نيز شناسايي واحدهاي ناكارا، مي‌توان اقدامات اصلاحي را به‌منظور بهبود عملكرد سازمان انجام داد.

Performance measurement with data envelopment analysis (DEA) is an approach that gives organizations the chance to detect their organizational problems and, if necessary, undertake appropriate actions for enhancement of their performance. DEA is a non-parametric technique used to measure the efficiency score of DMUs. In recent decades, management literature has paid added attention to measuring organizational performance. But, by the advent of the information age and the progress of science and technology, it is not possible to measure efficiency only by standard data envelopment analysis or by out of date approaches measuring efficiency. Recently, DEA has been extended to examine the efficiency of DMUs that have two-stage network structures or processes, where all the outputs from the first stage are intermediate measures that make up the inputs to the second stage. The resulting two-stage DEA model not only provides an overall efficiency score for the entire process, but also yields an efficiency score for each of the individual stages. The current paper develops a new method to measure the performance of each perspective of a balanced scorecard (finances, customers, internal processes, learning and growth). By integrating balanced scorecard (BSC) and network data envelopment analyses, the suggested model enables organization managers to optimize various section performances of their organization, regarding all necessary operational actions. In addition, it gives managers an opportunity to evaluate the organization’s unit from four viewpoints. By analyzing the result of the indicated model and identification of inefficient units, an organization’s efficiency can be enhanced by corrective action. One of the advantages of the proposed model is evaluating and measuring the performance of all factors of DMUs using network data envelopment analysis. Therefore, managers do not need to select and substitute different policies or criteria to identify the best action for each index of performance. This advantage of the proposed model is the greatest difference between this and other models.