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The Evolution of Balance Scorecard and its Impact on Web Services Quality

The Evolution of Balance Scorecard and its Impact on Web Services Quality

Pauline Ratnasingam
Copyright: © 2014 |Volume: 4 |Issue: 1 |Pages: 12
ISSN: 1947-9344|EISSN: 1947-9352|EISBN13: 9781466655898|DOI: 10.4018/ijoci.2014010104
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MLA

Ratnasingam, Pauline. "The Evolution of Balance Scorecard and its Impact on Web Services Quality." IJOCI vol.4, no.1 2014: pp.45-56. http://doi.org/10.4018/ijoci.2014010104

APA

Ratnasingam, P. (2014). The Evolution of Balance Scorecard and its Impact on Web Services Quality. International Journal of Organizational and Collective Intelligence (IJOCI), 4(1), 45-56. http://doi.org/10.4018/ijoci.2014010104

Chicago

Ratnasingam, Pauline. "The Evolution of Balance Scorecard and its Impact on Web Services Quality," International Journal of Organizational and Collective Intelligence (IJOCI) 4, no.1: 45-56. http://doi.org/10.4018/ijoci.2014010104

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Abstract

Web services quality have become a significant part of small businesses who use it to facilitate the seamless flow of business transactions and financial growth. While previous research focused on the technological, operational and infrastructure capabilities such as; reducing the cost of application development, systems integration and increasing interoperability among heterogeneous software components, applications and platforms. Small businesses on the other hand, are often more challenged than larger firms by resource constraints such as; lack of financial capital, and technical or managerial skills. Further, they are often confronted with the reality of their business performance. “If you can't measure it, you can't manage it,” since effective performance management requires accurate performance measurement. The author applies the integrated evolved Enterprise-Define, Measure, Analyze, Improve and Control (E-DMAIC) balanced scorecard methodology to examine web services quality in a small business firm. The integrated framework applies the traditional balanced scorecard four perspectives namely; learning and growth, internal business processes, customer and financial perspectives and the nine stages of the E-DMAIC balanced scorecard approach along with quality indicators. The new approach serves three purposes; first, as a measurement system monitoring performance and the quality of their goods and services. Second, as a communication tool providing diagnostic feedback of their performance, and lastly, as a strategic management system focusing on the small business visions. The author then tests the framework via an exploratory case study and reports the findings. The findings contribute to guidelines that will inform, educate and promote small businesses on the importance of web services quality.

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