Die ontwikkeling van 'n gebalanseerde telkaart as prestasiemeting : 'n gevallestudie

Abstract

Performance measurement is an international concept which has an influence on all organisations. Organisations traditionally only focused on financial performance measures for example: ROI, Rl, EVA and MVA. Due to the rapid changing environment wherein organisations and more specific commercial banks operate, resulted in more focus on quantitative performance measures. To only focus on profit related performance measures is a one dimensional approach based on historical events. The focus on a more balanced approach to performance measurement resulted in the introduction of the balance scorecard that apart from the financial dimension also incorporates other dimensions including: customers, internal processes and the learning and growth perspectives. This represents a multi-dimensional approach to performance measurement. The other perspectives include customers, internal processes and the learning and growth perspectives compliment the financial perspective and hence profitability and focus on the long term viability of the commercial bank and other organisations. There are limited sources available on the application of the balanced scorecard in a commercial banking context. The purpose of the study is to analyse profit related performance measures and alternative methods of performance measurements. An empirical study was conducted on the use and suitability of the balanced scorecard at DaimlerChrysler Financial Services. Recommendations were made on how the management of DaimlerChrysler Financial Services can apply the balanced scorecard and how to improve the effectiveness thereof and how to address the problems and shortfalls. A case study was conducted to illustrate the steps to be followed by a commercial bank to develop a balanced scorecard. The hypothesis of the study, that the balanced scorecard is the appropriate method of performance measurement, has been reached.