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دانلود رایکان مقاله انگلیسی ISI با موضوع ارزیابی اجرا و عملکرد با استفاده از کارت امتیازی متوازن شبکه مبهم

عنوان فارسی مقاله:

ارزیابی اجرا و عملکرد با استفاده از کارت امتیازی متوازن شبکه مبهم

عنوان انگلیسی مقاله:

Implementation and performance evaluation using the fuzzy network balanced scorecard

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5. Concluding remarks

The study aspects and criteria serve as bridging mechanisms that are helpful in FNBSC performance evaluations. The literature has contributed to identifying the aspects and criteria influencing the performance evaluation of a university. The main contributions of this study are twofold. First, the evaluation of performance evaluation can be considered as a decision-making problem of complex dependences and interactions. This study conducted a review of the literature to generate 22 criteria along with four BSC aspects to measure performance evaluations of universities. Second, this study integrated TFNs, DEMATEL, and ANPs to develop a FNBSC evaluation model that prioritizes the relative weights of BSC aspects and criteria. The proposed method can be used not only as a way to handle the interaction and dependence within a set of aspects and criteria but also as a way of producing more valuable information to build a visual cause and effect diagram for decision-making on performance evaluation. The study findings indicated that there are solid results with regard to the evaluation. Analysis of the evaluation results provides guidance to university management in identifying the key criteria facilitating performance evaluation and in finding the best direction for improving current university management. From a management perspective, the findings provide suggestions to the managers of a university. First, since student acquisition is generally considered most weighted in the performance evaluation of a university, an enhanced cost of service quality comparison can increase student acquisition by enhancing the growth from new service/education departments and reduce service costs. In terms of student acquisition, the management should actively maintain and improve service quality to satisfy student needs, and such service quality should promptly and accurately present satisfying content and subjects while also being sufficient to help management enhance their internal operations aspect. Second, to cater to the performance evaluation of a university that presents the top four cause criteria, i.e., student acquisition, cost of service quality comparison, service cycle processing time, and faculty/employee satisfaction, it is necessary to strongly emphasize the aspects of internal operations and learning and growth. Thus, the management should improve the internal service quality to provide effective internal processing time and should provide satisfaction surveys of faculty and employees from students’ point of view. Third, to cater to perceptions of cost of service quality comparison, the internal process design should provide an effective process and a shorter waiting time in the internal operations aspect. There are several limitations to this study that require further examination. First, this study was conducted with relatively expert sample groups. A larger sample that brought more explanatory power would have allowed more sophisticated evaluation analysis. The study findings thus should be verified with a larger sample to increase generalizability. Second, this study uses FNBSC to develop an evaluation model that helps management understand the critical criteria in implementing performance evaluations. Future studies can adopt additional fuzzy multi-criteria approaches (such as fuzzy TOPSIS and VIKOR and fuzzy outranking methods) to estimate the relative weights of the influences on BSC performance evaluation. The results of future studies can then be compared with the results presented here. Third, the evaluation criteria were selected from a review of the literatures on BSC performance evaluation, a review that excluded some possible influences on BSC performance evaluation. Future studies can use different methodologies, such as longitudinal studies and interviews, to identify other criteria. Finally, to provide more objective information on applicability of the proposed FNBSC evaluation model, future studies need to be undertaken using case studies of particular performance evaluations, thus proving the practicality of the FNBSC evaluation procedure proposed by this study.