نگهداری و تعمیرات

1. ‫ﻣﺮﮐﺰي‬ ‫اﺳﺘﺎن‬ ‫وﻓﺎﺿﻼب‬ ‫آب‬ ‫ﺷﺮﮐﺖ‬
‫ﮐﻠﯿﺪي‬ ‫ﻫﺎي‬ ‫ﻣﺰﯾﺖ‬‫ﺑﻬﺮه‬ ‫ﻫﺎي‬ ‫ﺳﯿﺴﺘﻢ‬ ‫اﺛﺮﺑﺨﺸﯽ‬ ‫ﺑﺮدن‬ ‫ﺑﺎﻻ‬ ‫در‬ ‫ﻣﺘﻮازن‬ ‫ارزﯾﺎﺑﯽ‬ ‫ﻫﺎي‬ ‫ﮐﺎرت‬
‫اﯾﻤﻨﯽ‬ ‫و‬ ‫اﻧﻀﺒﺎط‬ ،‫ﻧﻈﻢ‬ ‫ﺑﺮ‬ ‫ﻣﺒﺘﻨﯽ‬ ‫ﺑﺮدار‬
‫ﻣﺮﮐﺰي‬ ‫اﺳﺘﺎن‬ ‫آﺑﻔﺎي‬ ‫ﺑﺮداري‬ ‫ﺑﻬﺮه‬ ‫ﻣﻌﺎوﻧﺖ‬
‫ز‬‫ﻣﺴﺘﺎن‬1934

2. ‫ﭼﮑﯿﺪه‬
‫ﻋﻨﻮان‬ ‫ﺑﻪ‬ ‫اﺧﯿﺮ‬ ‫ﻫﺎي‬ ‫دﻫﻪ‬ ‫در‬ ‫ﻣﺘﻮازن‬ ‫ارزﯾﺎﺑﯽ‬ ‫ﻫﺎي‬ ‫ﮐﺎرت‬‫از‬ ‫ﯾﮑﯽ‬‫ﺳﯿﺴﺘﻢ‬‫ﻫﺎي‬‫ﻋﻤﻠﮑﺮد‬ ‫ﮔﯿﺮي‬ ‫اﻧﺪازه‬‫ﮐﺎرﺑﺮد‬ ‫ﺳﺎزﻣﺎﻧﻬﺎ‬
‫اﺳﺖ‬ ‫داﺷﺘﻪ‬ ‫زﯾﺎدي‬.‫ﺑـﺮداري‬ ‫ﺑﻬـﺮه‬ ‫ﻫﺎي‬ ‫ﺳﯿﺴﺘﻢ‬ ‫اﺛﺮﺑﺨﺸﯽ‬ ‫ﺑﺮدن‬ ‫ﺑﺎﻻ‬ ‫در‬ ‫ﻫﺎ‬ ‫ﺷﺎﺧﺺ‬ ‫ارزﯾﺎﺑﯽ‬ ‫ﺑﻪ‬ ‫ﺗﻮﺟﻪ‬ ‫دﯾﮕﺮ‬ ‫ﺳﻮﯾﯽ‬ ‫از‬
‫ﺑﺎﺷﺪ‬ ‫ﻣﯽ‬ ‫ﺗﻮﺟﻪ‬ ‫ﻣﻮرد‬ ‫ﺑﯿﺶ‬ ‫از‬ ‫ﺑﯿﺶ‬ ‫اﯾﻤﻨﯽ‬ ‫و‬ ‫اﻧﻀﺒﺎط‬ ،‫ﻧﻈﻢ‬ ‫ﺑﺮ‬ ‫ﻣﺒﺘﻨﯽ‬.‫ﭼﻬﺎر‬ ‫ﺗﺤﻘﯿﻖ‬ ‫اﯾﻦ‬‫ﻣﺘﻮازن‬ ‫ارزﯾﺎﺑﯽ‬ ‫ﮐﺎرت‬ ‫وﯾﮋﮔﯽ‬
‫ﺷﺎﻣﻞ‬ ،‫ﮔﺬاﺷ‬ ‫اﺷﺘﺮاك‬ ‫ﺑﻪ‬ ،‫اﺳﺘﺮاﺗﮋي‬ ‫ﺑﺎ‬ ‫ﺳﺎزﻣﺎﻧﯽ‬ ‫واﺣﺪﻫﺎي‬ ‫ﮐﺮدن‬ ‫ﻫﻤﺮاﺳﺘﺎ‬ ،‫ﻋﻤﻠﯿﺎﺗﯽ‬ ‫ﻋﻨﺎﺻﺮ‬ ‫ﺑﻪ‬ ‫اﺳﺘﺮاﺗﮋي‬ ‫ﺗﺒﺪﯾﻞ‬‫ﺘﻦ‬
‫را‬ ،‫ﯾﺎدﮔﯿﺮي‬ ‫و‬ ‫ﺑﺎزﺧﻮرد‬ ‫اﯾﺠﺎد‬ ‫و‬ ،‫ﮐﺎرﻣﻨﺪان‬ ‫ﺑﺎ‬ ‫اﺳﺘﺮاﺗﮋي‬‫در‬‫ﻋﻤﻮﻣﯽ‬ ‫ﺧﺪﻣﺎت‬ ‫ﻫﺎي‬ ‫ﺷﺮﮐﺖ‬‫ﻣـ‬‫ﻣـﯽ‬ ‫ﻗـﺮار‬ ‫ﺑﺮرﺳـﯽ‬ ‫ﻮرد‬
‫دﻫﺪ‬.‫اﯾ‬ ‫ﻫﻤﭽﻨﯿﻦ‬‫ا‬ ‫ﯾﮏ‬ ‫ﻫﺮ‬ ‫ﮐﻠﯿﺪي‬ ‫و‬ ‫ﮐﻨﻨﺪه‬ ‫ﺗﻌﯿﻦ‬ ‫ﻣﺰاﯾﺎي‬ ‫از‬ ‫ﺷﻮاﻫﺪي‬ ‫ﻣﻄﺎﻟﻌﻪ‬ ‫ﻦ‬‫ز‬‫ﻫﺎي‬ ‫ﻣﺸﺨﺼﻪ‬BSC‫ﮐﻨﺪ‬ ‫ﻣﯽ‬ ‫اراﺋﻪ‬.
‫ﻧﺘﺎﯾﺞ‬ ‫ﺑﻪ‬ ‫ﺗﻮﺟﻪ‬ ‫ﺑﺎ‬،‫ﻫﺎي‬ ‫وﯾﮋﮔﯽ‬ ‫از‬ ‫ﻫﺮﯾﮏ‬ ‫ﺑﺎ‬ ‫ﻣﺜﺒﺘﯽ‬ ‫ارﺗﺒﺎط‬ ‫ارﺷﺪ‬ ‫ﻣﺪﯾﺮان‬ ‫ﺣﻤﺎﯾﺖ‬BSC‫دارد‬.‫ﯾـﮏ‬ ،‫ﺣﻤﺎﯾـﺖ‬ ‫ﺑﻨﺎﺑﺮاﯾﻦ‬
‫ﻫﺎي‬ ‫ﻣﺸﺨﺼﻪ‬ ‫از‬ ‫ﯾﮏ‬ ‫ﻫﺮ‬ ‫اﺟﺮاي‬ ‫ﺑﺮاي‬ ‫ﺿﺮوري‬ ‫و‬ ‫ﮐﻨﻨﺪه‬ ‫ﺗﺴﻬﯿﻞ‬ ‫ﻓﺎﮐﺘﻮر‬BSC‫ﺳـﺎزﻣﺎن‬ ‫اﺛﺮﺑﺨﺸﯽ‬ ‫ﺑﺮدن‬ ‫ﺑﺎﻻ‬ ‫در‬‫ﺑـﻮده‬
‫اﺳﺖ‬‫ﻧﯿﺰ‬ ‫و‬‫ﭼﻬﺎر‬‫ﻣﺸﺨﺼﻪ‬‫ﻟﺤـﺎظ‬ ‫از‬ ‫ﮐﻠـﯽ‬ ‫ﻣﻨـﺎﻓﻊ‬ ‫ﺟﻤﻠـﻪ‬ ‫از‬ ‫ﻣﺨﺘﻠﻔﯽ‬ ‫ﻣﻨﺎﻓﻊ‬ ‫ﻣﻨﺒﻊ‬ ‫ﻋﻨﻮان‬ ‫ﺑﻪ‬ ‫را‬ ‫ﻣﺘﻮازن‬ ‫ارزﯾﺎﺑﯽ‬ ‫ﮐﺎرت‬
‫ار‬ ‫و‬ ‫ﮐﻨﺘﺮل‬ ،‫رﯾﺰي‬ ‫ﺑﺮﻧﺎﻣﻪ‬، ‫ﺗﺒﺎﻃﺎت‬‫ﮐﺮد‬ ‫ﻋﻨﻮان‬ ‫ﻣﯿﺘﻮان‬.
‫ﮐﻠﯿﺪي‬ ‫ﮐﻠﻤﺎت‬:،‫ﻣﺘﻮازن‬ ‫ارزﯾﺎﺑﯽ‬ ‫ﮐﺎرت‬‫ﺳﺎزﻣﺎن‬‫ﻣ‬ ‫اﺳﺘﺮاﺗﮋي‬‫ﺤﻮر‬‫ﻣﻨﺎﻓﻊ‬ ،‫ارﺷﺪ‬ ‫ﻣﺪﯾﺮﯾﺖ‬ ‫ﺣﻤﺎﯾﺖ‬ ،‫ﺷﺪه‬ ‫ﻣﺸﺎﻫﺪه‬.

3. ‫ﻣﻘﺪﻣﻪ‬
‫ﮐﻪ‬ ‫ﻣﺘﻮازن‬ ‫ارزﯾﺎﺑﯽ‬ ‫ﮐﺎرت‬‫ﻧﻮرث‬ ‫و‬ ‫ﮐﺎﭘﻼن‬ ‫ﺗﻮﺳﻂ‬1
‫ﺳﺎل‬ ‫در‬1992،‫ﺷﺪ‬ ‫اﺑﺪاع‬‫ﺧـﻮد‬ ‫ﺑـﻪ‬ ‫زﯾﺎدي‬ ‫ﺗﻮﺟﻪ‬ ‫دﻧﯿﺎ‬ ‫ﺳﺮاﺳﺮ‬ ‫در‬
‫زﻣﯿﻨﻪ‬ ‫در‬ ‫ﻫﺎ‬ ‫ﭘﯿﺸﺮﻓﺖ‬ ‫ﻣﻬﻤﺘﺮﯾﻦ‬ ‫از‬ ‫ﯾﮑﯽ‬ ‫و‬ ‫ﮐﺮد‬ ‫ﺟﻠﺐ‬‫ارزﯾﺎﺑﯽ‬‫ﮔﺮدﯾﺪ‬ ‫ﻣﺪﯾﺮﯾﺖ‬)Atkinson, et al., 1997.(
‫در‬،‫ﮔﺬﺷﺘﻪ‬ ‫دﻫﻪ‬ ‫دو‬ ‫ﻃﻮل‬BSC‫ﺳﯿﺴـﺘﻢ‬ ‫ﯾـﮏ‬ ‫ﺑـﻪ‬ ،‫ﮐﻨﺪ‬ ‫ﻣﯽ‬ ‫ﮔﯿﺮي‬ ‫اﻧﺪازه‬ ‫را‬ ‫ﻋﻤﻠﮑﺮد‬ ‫ﺻﺮﻓﺎ‬ ‫ﮐﻪ‬ ‫ﺳﯿﺴﺘﻤﯽ‬ ‫از‬ ‫را‬ ‫ﺧﻮد‬
‫اﺳﺖ‬ ‫ﮐﺮده‬ ‫ﺑﺪل‬ ‫اﺳﺘﺮاﺗﮋﯾﮏ‬ ‫ﻋﻤﻠﮑﺮد‬ ‫ﮔﯿﺮي‬ ‫اﻧﺪازه‬.‫ﺳﺎل‬ ‫در‬ ،‫ﻋﻼوه‬ ‫ﺑﻪ‬2001‫اﺳـﺘﺮاﺗﮋي‬ ‫ﭼـﺎرﭼﻮب‬ ‫ﻧﻮرث‬ ‫و‬ ‫ﮐﺎﭘﻼن‬ ،
‫ﻣﻔﻬﻮم‬ ‫از‬ ‫ﻣﻨﺎﺳﺐ‬ ‫ﺗﺌﻮرﯾﮏ‬ ‫ﺑﻨﯿﺎن‬ ‫ﯾﮏ‬ ‫ﮐﻪ‬ ، ‫ﮐﺮدﻧﺪ‬ ‫ﻣﻄﺮح‬ ‫را‬ ‫ﺳﺎزﻣﺎن‬ ‫ﺑﺮ‬ ‫ﻣﺘﻤﺮﮐﺰ‬BSC‫ﮐﻨﻨ‬ ‫ﺗﻌﯿﯿﻦ‬ ‫ﻫﺎي‬ ‫وﯾﮋﮔﯽ‬ ‫و‬‫ي‬ ‫ﺪه‬
‫ﺑﻮد‬ ‫آن‬)،‫ﻧﻮرث‬ ‫و‬ ‫ﮐﺎﭘﻼن‬2001.(‫ﭼﺎرﭼﻮب‬SFO‫ﺷﺎﻣﻞ‬‫ﭘﻨﺞ‬‫اﺳﺖ‬ ‫اﺻﻞ‬:‫ﭼﻬﺎر‬‫ي‬ ‫ﻣﺸﺨﺼﻪ‬BSC‫ﺣﻤﺎﯾﺖ‬ ‫اﺻﻞ‬ ‫و‬
‫ﻣﺪﯾﺮﯾﺖ‬.‫ﭼﻬﺎر‬‫ي‬ ‫ﻣﺸﺨﺼﻪ‬BSC‫از‬ ‫ﻋﺒﺎرﺗﻨﺪ‬:1(‫ﺑـﻪ‬ ‫اﺳﺘﺮاﺗﮋي‬ ‫ي‬ ‫ﺗﺮﺟﻤﻪ‬‫ﻋﻤﻠﯿـﺎﺗﯽ‬ ‫ﻋﻨﺼـﺮ‬.2(‫ﮐـﺮدن‬ ‫ﻫﻤﺮاﺳـﺘﺎ‬
‫اﺳﺘﺮاﺗﮋي‬ ‫ﺑﺎ‬ ‫ﺳﺎزﻣﺎﻧﯽ‬ ‫واﺣﺪﻫﺎي‬.3(‫ﮐﺎرﻣﻨـﺪان‬ ‫ﺑﺎ‬ ‫اﺳﺘﺮاﺗﮋي‬ ‫ﮔﺬاﺷﺘﻦ‬ ‫اﺷﺘﺮاك‬ ‫ﺑﻪ‬.4(‫ﯾـﺎدﮔﯿﺮي‬ ‫و‬ ‫ﺑـﺎزﺧﻮرد‬ ‫اﯾﺠـﺎد‬.
‫ﭘﯿﺎﻣﺪﻫﺎي‬ ‫و‬ ‫ﻫﺎ‬ ‫ﮐﻨﻨﺪه‬ ‫ﺗﻌﯿﯿﻦ‬ ‫ﮐﻪ‬ ‫ﺗﺤﻘﯿﻘﺎﺗﯽ‬ ‫اﮐﺜﺮ‬ ‫ﮐﻪ‬ ‫اﺳﺖ‬ ‫ﺟﺎﻟﺐ‬BSC‫ﮐﺎرﺑﺮد‬ ،‫اﻧﺪ‬ ‫ﮐﺮده‬ ‫ﺑﺮرﺳﯽ‬ ‫را‬BSC‫ﻃﻮر‬ ‫ﺑﻪ‬ ‫را‬
‫ﻫﺎي‬ ‫ﻣﺸﺨﺼﻪ‬ ‫از‬ ‫ﯾﮏ‬ ‫ﻫﺮ‬ ‫ﮐﻪ‬ ‫ﻫﺴﺘﻨﺪ‬ ‫ﮐﻤﯽ‬ ‫ﺗﺤﻘﯿﻘﺎت‬ ‫و‬ ‫دادﻧﺪ‬ ‫ﻗﺮار‬ ‫ﻣﻄﺎﻟﻌﻪ‬ ‫ﻣﻮرد‬ ‫ﮐﻠﯽ‬‫آن‬‫ﺟﺪاﮔﺎﻧﻪ‬ ‫ﻃﻮر‬ ‫ﺑﻪ‬ ‫را‬‫ﺑﺮرﺳـﯽ‬
‫ﺑﺎﺷﻨﺪ‬ ‫ﮐﺮده‬.
‫ﺑـﺮاي‬ ‫ﮐﻠﯿـﺪي‬ ‫ي‬ ‫ﮐﻨﻨـﺪه‬ ‫ﺗﺴـﻬﯿﻞ‬ ‫ﻓﺎﮐﺘﻮرﻫـﺎي‬ ‫از‬ ‫ﯾﮑـﯽ‬ ‫ارﺷﺪ‬ ‫ﻣﺪﯾﺮﯾﺖ‬ ‫ﺣﻤﺎﯾﺖ‬ ‫ﮐﻪ‬ ‫اﻧﺪ‬ ‫ﮐﺮده‬ ‫اﺷﺎره‬ ‫ﻣﻄﺎﻟﻌﺎت‬ ‫ﺑﯿﺸﺘﺮ‬
‫اﺟﺮاي‬BSC‫اﺳﺖ‬.‫ﻫﺎي‬ ‫ﻣﺸﺨﺼﻪ‬ ‫از‬ ‫ﯾﮏ‬ ‫ﻫﺮ‬ ‫و‬ ‫ﻣﺪﯾﺮﯾﺖ‬ ‫ﺣﻤﺎﯾﺖ‬ ‫ﺑﯿﻦ‬ ‫راﺑﻄﻪ‬ ،‫ﻣﻄﺎﻟﻌﺎت‬ ‫اﯾﻦ‬ ‫از‬ ‫ﮐﺪام‬ ‫ﻫﯿﭻ‬ ‫وﺟﻮد‬ ‫اﯾﻦ‬ ‫ﺑﺎ‬
BSC‫اﻧﺪ‬ ‫ﻧﺴﻨﺠﯿﺪه‬ ‫را‬.
‫ﻣﻨﺎﻓﻊ‬ ‫ﻣﻮﺿﻮع‬ ‫ﺑﺎ‬ ‫راﺑﻄﻪ‬ ‫در‬BSC،‫اﻧـﺪ‬ ‫ﮐـﺮده‬ ‫ﮔﺰارش‬ ‫را‬ ‫ﻣﻄﻠﻮﺑﯽ‬ ‫ﻧﺘﺎﯾﺞ‬ ‫ﻣﻄﺎﻟﻌﺎت‬ ‫از‬ ‫ﺗﻌﺪادي‬:‫داراي‬ ‫ﻫﺮﺣـﺎل‬ ‫ﺑـﻪ‬ ‫اﻣـﺎ‬
‫اﻧﺪ‬ ‫ﺑﻮده‬ ‫ﻫﻢ‬ ‫ﻫﺎﯾﯽ‬ ‫ﻣﺤﺪودﯾﺖ‬.‫ﺳـﯿﻤﻮﻧﺰ‬ ‫ﺗﺤﻘﯿـﻖ‬ ‫اﺳﺘﺜﻨﺎي‬ ‫،ﺑﻪ‬ ‫ﻫﺎ‬ ‫ﻣﻘﺎﻟﻪ‬ ‫اﮐﺜﺮ‬ ،‫اﯾﻨﮑﻪ‬ ‫اول‬)2000(‫ﻣـﻮرد‬ ‫اﯾـﻦ‬ ‫در‬ ‫ﮐـﻪ‬
‫ﻣﺮاﺣﻞ‬ ‫از‬ ‫ﻫﺮﯾﮏ‬ ‫آﯾﺎ‬ ‫ﮐﻪ‬ ‫ﮐﺮد‬ ‫آزﻣﻮن‬BSC‫ﮐﻠـﯽ‬ ‫اﺟـﺮاي‬ ‫ﺑﺮرﺳـﯽ‬ ‫ﺑـﻪ‬ ، ‫ﺧﯿـﺮ‬ ‫ﯾـﺎ‬ ‫اﺳـﺖ‬ ‫ﺳـﺎزﻣﺎﻧﯽ‬ ‫ﻋﻤﻠﮑﺮد‬ ‫از‬ ‫ﻣﻨﺒﻌﯽ‬
1
Kaplan and Norton

4. BSC‫اﻧﺪ‬ ‫ﻧﺴﻨﺠﯿﺪه‬ ‫را‬ ‫ﻣﺮاﺣﻞ‬ ‫از‬ ‫ﯾﮏ‬ ‫ﻫﺮ‬ ‫اﺟﺮاي‬ ‫اﺛﺮ‬ ‫ﯾﮏ‬ ‫ﻫﯿﭻ‬ ‫و‬ ‫اﻧﺪ‬ ‫ﭘﺮداﺧﺘﻪ‬.‫ﻓﻘـﻂ‬ ‫ﺗﻨﻬﺎ‬ ‫ﻧﻪ‬ ‫ﺗﺤﻘﯿﻘﺎت‬ ‫اﮐﺜﺮ‬ ،‫اﯾﻨﮑﻪ‬ ‫دوم‬
‫اﺟﺮاي‬ ‫ﻫﺎي‬ ‫ﺟﻨﺒﻪ‬ ‫از‬ ‫ﯾﮑﯽ‬BSC‫ﮐﻠـﯽ‬ ‫رﺿﺎﯾﺘﺒﺨﺸـﯽ‬ ‫و‬ ‫ﻣﻨﺎﻓﻊ‬ ‫ﺑﺮ‬ ‫ﻫﻤﭽﻨﯿﻦ‬ ‫،ﺑﻠﮑﻪ‬ ‫اﻧﺪ‬ ‫ﮐﺮده‬ ‫ﺑﺮرﺳﯽ‬ ‫را‬BSC‫ﻣﺘﻤﺮﮐـﺰ‬
‫ا‬ ‫ﺷﺪه‬‫ﻧﺪ‬.‫ﮐﻪ‬ ‫ﺟﺎﯾﯽ‬ ‫ﺗﺎ‬ ،‫اﯾﻨﮑﻪ‬ ‫ﺳﻮم‬‫اﺳﺖ‬ ‫ﻣﻌﻠﻮم‬‫ﻣﺰاﯾﺎي‬ ‫ﻣﻄﺎﻟﻌﺎت‬ ‫اﯾﻦ‬ ‫از‬ ‫ﯾﮏ‬ ‫ﻫﯿﭻ‬ ،BSC‫ﺑﺮﻧﺎﻣـﻪ‬ ‫ﻋﻨﺎﺻـﺮ‬ ‫ﻗﺎﻟـﺐ‬ ‫در‬ ‫را‬
‫اﻧﺪ‬ ‫ﻧﮑﺮده‬ ‫ﺑﺮرﺳﯽ‬ ‫ارﺗﺒﺎﻃﺎت‬ ‫و‬ ‫ﮐﻨﺘﺮل‬ ،‫رﯾﺰي‬.
‫اﯾ‬ ‫وﺟﻮد‬ ‫ﺑﻨﺎﺑﺮاﯾﻦ‬‫ﻫـﺎي‬ ‫ﻣﺸﺨﺼـﻪ‬ ‫ﮐـﺎرﺑﺮد‬ ‫ﺑﺮرﺳﯽ‬ ‫ﺑﺮاي‬ ‫اﻧﮕﯿﺰه‬ ‫اﯾﺠﺎد‬ ‫ﺑﻪ‬ ‫ﻣﻨﺠﺮ‬ ،‫ﮔﺬﺷﺘﻪ‬ ‫ﻣﻄﺎﻟﻌﺎت‬ ‫در‬ ‫ﻫﺎ‬ ‫ﻣﺤﺪودﯾﺖ‬ ‫ﻦ‬
BSC‫ﻫﺎي‬ ‫ﺷﺮﮐﺖ‬ ‫درﻣﯿﺎن‬‫ﺧﺪﻣﺎت‬‫ﻋﻤﻮﻣﯽ‬‫ﮔﺮدﯾﺪ‬.‫ﻃﺮﯾﻖ‬ ‫از‬ ‫اﻣﺮ‬ ‫اﯾﻦ‬‫اﻟﻒ‬(‫ﺑﺎ‬ ‫ارﺷﺪ‬ ‫ﻣﺪﯾﺮ‬ ‫ﺣﻤﺎﯾﺖ‬ ‫آﯾﺎ‬ ‫اﯾﻨﮑﻪ‬ ‫ﺑﺮرﺳﯽ‬
‫ﻫﺎي‬ ‫ﻣﺸﺨﺼﻪ‬BSC‫و‬ ‫ﺧﯿﺮ‬ ‫ﯾﺎ‬ ‫دارد‬ ‫ﻫﻤﺒﺴﺘﮕﯽ‬‫ب‬(‫ﻫﺎي‬ ‫ﻣﺸﺨﺼﻪ‬ ‫آﯾﺎ‬ ‫اﯾﻨﮑﻪ‬ ‫ﺑﺮرﺳﯽ‬BSC‫ﻣﺸـﺎﻫﺪه‬ ‫ﻣﻨﺎﻓﻊ‬ ‫ﻣﻨﺒﻊ‬ ،
‫اﺳﺖ‬ ‫ﮔﺮﻓﺘﻪ‬ ‫ﺻﻮرت‬ ،‫ﺧﯿﺮ‬ ‫ﯾﺎ‬ ‫اﻧﺪ‬ ‫ﺑﻮده‬ ،‫ارﺗﺒﺎﻃﺎت‬ ‫و‬ ‫ﮐﻨﺘﺮل‬ ،‫رﯾﺰي‬ ‫ﺑﺮﻧﺎﻣﻪ‬ ،‫ﮐﻠﯽ‬ ‫ﻣﻨﺎﻓﻊ‬ ‫ﻣﺎﻧﻨﺪ‬ ‫ﺷﺪه‬.
‫ﺗ‬ ‫ﺗﺤﻠﯿﻞ‬‫ﭘﺮﺳﺸﻨﺎﻣﻪ‬ ‫ﻣﺒﻨﺎي‬ ‫ﺑﺮ‬ ‫ﻮﺻﯿﻔﯽ‬‫ﻫﺎﯾ‬‫ﻫﺎي‬ ‫ﻣﺸﺨﺼﻪ‬ ‫ﮐﺎرﺑﺮد‬ ‫ﻣﯿﺰان‬ ، ‫ﺷﺪه‬ ‫داده‬ ‫ﭘﺎﺳﺦ‬ ‫ﯽ‬BSC‫ﮐﺮد‬ ‫آﺷﮑﺎر‬ ‫را‬.‫ﺑﻪ‬
‫ﮐﺎرﺑﺮ‬ ، ‫ﺷﺮﮐﺖ‬ ‫اﯾﻨﮑﻪ‬ ‫از‬ ‫ﻧﻈﺮ‬ ‫ﺻﺮف‬ ‫ﮐﻪ‬ ‫دﻫﺪ‬ ‫ﻣﯽ‬ ‫ﻧﺸﺎن‬ ‫ﺗﺠﺮﺑﯽ‬ ‫ﻧﺘﺎﯾﺞ‬ ،‫ﻋﻼوه‬BSC‫ارﺷﺪ‬ ‫ﻣﺪﯾﺮ‬ ‫ﺣﻤﺎﯾﺖ‬ ،‫ﻧﺒﺎﺷﺪ‬ ‫ﯾﺎ‬ ‫ﺑﺎﺷﺪ‬
‫ﺑﺮدار‬ ‫ﺑﻬﺮه‬ ‫واﺣﺪﻫﺎي‬ ‫در‬‫ﻫﺎي‬ ‫ﻣﺸﺨﺼﻪ‬ ‫از‬ ‫ﻫﺮﯾﮏ‬ ‫ﺑﺎ‬BSC‫دارد‬ ‫ﻣﺜﺒﺖ‬ ‫راﺑﻄﻪ‬.‫اﯾ‬‫و‬ ‫ﮐـﺎﭘﻼن‬ ‫ﺻـﺤﺒﺖ‬ ‫ﺗﻨﻬﺎ‬ ‫ﻧﻪ‬ ‫اﺛﺒﺎت‬ ‫ﻦ‬
‫اﯾـﻦ‬ ‫ﺳـﺎﺧﺘﻦ‬ ‫روﺷـﻦ‬ ‫ﺑـﺎ‬ ‫ﻫﻤﭽﻨـﯿﻦ‬ ‫ﺑﻠﮑﻪ‬ ،‫ﮐﻨﺪ‬ ‫ﻣﯽ‬ ‫ﺗﺎﺋﯿﺪ‬ ‫را‬ ‫ارﺷﺪ‬ ‫ﻣﺪﯾﺮ‬ ‫ﺣﻤﺎﯾﺖ‬ ‫ﻓﺎﮐﺘﻮر‬ ‫ﺑﻮدن‬ ‫ﺿﺮوري‬ ‫درﻣﻮرد‬ ‫ﻧﻮرث‬
‫ﻫﺎي‬ ‫ﻣﺸﺨﺼﻪ‬ ‫از‬ ‫ﻫﺮﯾﮏ‬ ‫ﮐﺎﺑﺮد‬ ‫ﻣﺪﯾﺮ‬ ‫ﺣﻤﺎﯾﺖ‬ ‫ﮐﻪ‬ ‫ﺣﻘﯿﻘﺖ‬BSC‫ﺑﻪ‬ ‫را‬ ‫ﺟﺪﯾﺪي‬ ‫ﺑﺨﺶ‬ ،‫ﮐﻨﺪ‬ ‫ﻣﯽ‬ ‫ﺗﺴﻬﯿﻞ‬ ‫ﺳﺎزﻣﺎن‬ ‫در‬ ‫را‬
‫اﻓﺰاﯾﺪ‬ ‫ﻣﯽ‬ ‫ﺣﻮزه‬ ‫اﯾﻦ‬ ‫ﺗﺤﻘﯿﻖ‬ ‫ادﺑﯿﺎت‬ ‫ﺑﺪﻧﻪ‬.‫دﯾﮕﺮ‬ ‫ﺳﻮﯾﯽ‬ ‫از‬‫ﻧﺘﺎﯾﺞ‬ ‫ﻣﺒﻨﺎي‬ ‫ﺑﺮ‬‫و‬‫ﻣـﯽ‬ ‫ﻧﺸﺎن‬ ‫ﺷﺪه‬ ‫ﻣﺸﺎﻫﺪه‬ ‫ﻣﻨﺎﻓﻊ‬ ‫ﺑﺮرﺳﯽ‬
‫ﻫﺎي‬ ‫ﻣﺸﺨﺼﻪ‬ ‫ﺗﻤﺎم‬ ‫ﮐﻪ‬ ‫دﻫﺪ‬BSC‫را‬ ‫ارﺗﺒﺎﻃـﺎت‬ ‫و‬ ‫ﮐﻨﺘﺮل‬ ،‫رﯾﺰي‬ ‫ﺑﺮﻧﺎﻣﻪ‬ ،‫ﮐﻠﯽ‬ ‫ﻣﻨﺎﻓﻊ‬ ‫ﺟﻤﻠﻪ‬ ‫از‬ ،‫ﻣﺰاﯾﺎ‬ ‫از‬ ‫ﻣﺨﺘﻠﻔﯽ‬ ‫اﻧﻮاع‬
‫ﮐﻨﻨﺪ‬ ‫ﻣﯽ‬ ‫اﯾﺠﺎد‬.
‫ﺷﻮد‬ ‫ﻣﯽ‬ ‫ﺗﻘﺴﯿﻢ‬ ‫ﺑﺨﺶ‬ ‫ﭘﻨﺞ‬ ‫ﺑﻪ‬ ‫ﻣﻘﺎﻟﻪ‬ ‫اﯾﻦ‬.‫اول‬ ‫ﺑﺨﺶ‬‫اﺳﺖ‬ ‫ﻣﻘﺪﻣﻪ‬.‫ادﺑﯿﺎت‬ ‫ﺑﺮ‬ ‫ﻣﺮوري‬ ‫دوم‬ ‫ﺑﺨﺶ‬‫ﺣـﻮزه‬ ‫اﯾـﻦ‬ ‫ﺗﺤﻘﯿﻖ‬
‫ﮐﻨﺪ‬ ‫ﻣﯽ‬ ‫اراﺋﻪ‬.‫ﺷﻮد‬ ‫ﻣﯽ‬ ‫ﭘﺮداﺧﺘﻪ‬ ‫ﺗﺤﻘﯿﻖ‬ ‫ﺷﻨﺎﺳﯽ‬ ‫روش‬ ‫ﺑﻪ‬ ‫ﺳﻮم‬ ‫ﺑﺨﺶ‬ ‫در‬ ‫آن‬ ‫از‬ ‫ﺑﻌﺪ‬.‫ﻧﺘـﺎﯾﺞ‬ ‫اراﺋـﻪ‬ ‫ﺑـﻪ‬ ‫ﭼﻬﺎرم‬ ‫ﺑﺨﺶ‬
‫دارد‬ ‫اﺧﺘﺼﺎص‬ ‫ﮔﯿﺮي‬ ‫ﻧﺘﯿﺠﻪ‬ ‫ﺑﻪ‬ ‫ﭘﻨﺠﻢ‬ ‫ﺑﺨﺶ‬ ‫و‬ ‫ﺗﺠﺮﺑﯽ‬.

5. ‫ﺗﺤﻘﯿﻖ‬ ‫ادﺑﯿﺎت‬ ‫ﻣﺮور‬
‫ﻣﺘﻮازن‬ ‫ارزﯾﺎﺑﯽ‬ ‫ﮐﺎرت‬)BSC(‫ﻣﺤﻮر‬ ‫اﺳﺘﺮاﺗﮋي‬ ‫ﺳﺎزﻣﺎن‬ ‫و‬)SFO(
‫ﭼﻨﺪﺑﻌﺪي‬ ‫ﻋﻤﻠﮑﺮد‬ ‫ﮔﯿﺮي‬ ‫اﻧﺪازه‬ ‫ﺳﯿﺴﺘﻢ‬ ‫ﯾﮏ‬ ‫ﻋﻨﻮان‬ ‫ﺑﻪ‬ ‫ﻧﻮرث‬ ‫و‬ ‫ﮐﺎﭘﻼن‬ ‫ﺗﻮﺳﻂ‬ ‫ﺑﺎر‬ ‫اوﻟﯿﻦ‬ ‫ﺑﺮاي‬ ‫ﻣﺘﻮازن‬ ‫ارزﯾﺎﺑﯽ‬ ‫ﮐﺎرت‬
‫ﮔﺮدﯾﺪ‬ ‫ﻣﻄﺮح‬ ، ‫ﻏﯿﺮﻣﺎﻟﯽ‬ ‫و‬ ‫ﻣﺎﻟﯽ‬ ‫ﻣﻌﯿﺎرﻫﺎي‬ ‫از‬ ‫اي‬ ‫ﻣﺠﻤﻮﻋﻪ‬ ‫ﻫﻤﺮاه‬ ‫ﺑﻪ‬.BSC‫ﻋﻤﻠﮑـﺮد‬ ‫ﮔﯿـﺮي‬ ‫اﻧـﺪازه‬ ‫ﺳﯿﺴـﺘﻢ‬ ‫ﯾﮏ‬ ‫ﺑﻪ‬
‫ﮔﺮدﯾﺪه‬ ‫ﺗﺒﺪﯾﻞ‬ ‫اﺳﺘﺮاﺗﮋﯾﮏ‬‫ﺑ‬ ‫و‬‫ﻪ‬‫اﺳﺘﺮاﺗﮋي‬ ‫ﺳﺎزﻣﺎن‬‫ﻣﺤﻮر‬)SFO(‫ﻣﺮﺑﻮط‬‫در‬ ‫ﮐﻪ‬ ‫ﻫﻤﺎﻧﻄﻮر‬ ‫ﮐﻪ‬ ‫ﻧﻈﺮ‬ ‫اﯾﻦ‬ ‫از‬ ،‫اﺳﺖ‬ ‫ﺷﺪه‬
‫ﺟﺪول‬(1)‫اﺳﺖ‬ ‫ﺷﺪه‬ ‫داده‬ ‫ﻧﺸﺎن‬،BSC‫از‬ ‫ﺑﺨﺸﯽ‬SFO‫اﺳﺖ‬.
‫ﺟﺪول‬( 1):‫ﻫﺎي‬ ‫ﻣﺸﺨﺼﻪ‬BSC‫اﺻﻮل‬ ‫و‬SFO
‫اﺻﻮل‬SFO‫ﻫﺎي‬ ‫ﻣﺸﺨﺼﻪ‬ ‫و‬BSC
‫ﺑﻨﯿﺎن‬ ‫اﻣﺮ‬ ‫اﯾﻦ‬BSC‫اﺳﺖ‬ ‫ﻓﺮﻋﯽ‬ ‫ﻣﺸﺨﺼﻪ‬ ‫ﺳﻪ‬ ‫ﺷﺎﻣﻞ‬ ‫و‬ ‫اﺳﺖ‬:
1-1(،‫ﭼﻨﺪﮔﺎﻧﻪ‬ ‫اﻧﺪازﻫﺎي‬ ‫ﭼﺸﻢ‬2-1(‫اﺳﺘﺨﺮاج‬ ‫ﻣﻌﯿﺎرﻫﺎي‬
‫و‬ ‫اﺳﺘﺮاﺗﮋي‬ ‫از‬ ‫ﺷﺪه‬3-1(‫ارﺗﺒﺎ‬‫ط‬‫درﻣﯿﺎن‬ ‫ﻣﻌﻠﻮﻟﯽ‬ ‫و‬ ‫ﻋﻠﺖ‬
‫اﺳﺘﺮاﺗﮋﯾﮏ‬ ‫ﻣﻌﯿﺎرﻫﺎي‬ ‫و‬ ‫اﻫﺪاف‬
‫ﻋﻨﺎﺻــــﺮ‬ ‫ﺑــــﻪ‬ ‫اﺳــــﺘﺮاﺗﮋي‬ ‫ـﻪ‬‫ﺗﺮﺟﻤـــ‬
‫ﻋﻤﻠﯿﺎﺗﯽ‬)‫اﺳﺘﺮاﺗﮋ‬‫ي‬(
‫ـﺎري‬‫ـ‬‫ﺗﺠ‬ ‫ـﺪﻫﺎي‬‫ـ‬‫واﺣ‬ ‫ـﺮدن‬‫ـ‬‫ﮐ‬ ‫ـﺘﺎ‬‫ـ‬‫ﻫﻤﺮاﺳ‬ ‫ـﺘﺮاﺗﮋي‬‫ـ‬‫اﺳ‬‫و‬‫ـﺪﻫﺎي‬‫ـ‬‫واﺣ‬
‫اﻓﺰاﯾﯽ‬ ‫ﻫﻢ‬ ‫اﯾﺠﺎد‬ ‫ﺑﻪ‬ ‫ﺳﺎزﻣﺎن‬ ‫ﺳﻄﺢ‬ ‫ﻫﺎي‬ ‫اﺳﺘﺮاﺗﮋي‬ ‫ﺑﺎ‬ ‫ﮐﺎرﮐﺮدي‬
‫ـﺎ‬‫ﺑـ‬ ‫ـﺎزﻣﺎﻧﯽ‬‫ﺳـ‬ ‫ـﺪﻫﺎي‬‫واﺣـ‬ ‫ـﺮدن‬‫ﮐـ‬ ‫ـﺘﺎ‬‫ﻫﻤﺮاﺳـ‬
‫اﺳﺘﺮاﺗﮋي‬)‫ﺳﺎزي‬ ‫ﻫﻤﺮاﺳﺘﺎ‬(

6. ‫ـﺎزﻣﺎ‬‫ـ‬‫ﺳ‬ ‫در‬‫ن‬‫ـﺪ‬‫ـ‬‫ﮐﻨ‬ ‫ـﯽ‬‫ـ‬‫ﻣ‬ ‫ـﮏ‬‫ـ‬‫ﮐﻤ‬.‫از‬ ‫اي‬ ‫ـﻪ‬‫ـ‬‫ﻣﺠﻤﻮﻋ‬ ،‫ـﺎل‬‫ـ‬‫ﻣﺜ‬ ‫ـﺮاي‬‫ـ‬‫ﺑ‬
‫ـﻮرت‬‫ـ‬‫ﺻ‬ ‫ـﻪ‬‫ـ‬‫ﺑ‬ ‫ـﻪ‬‫ـ‬‫ﮐ‬ ‫ـﺪﻫﺎﯾﯽ‬‫ـ‬‫واﺣ‬ ‫ـﻪ‬‫ـ‬‫ﺑ‬ ‫ـﺒﺖ‬‫ـ‬‫ﻧﺴ‬ ‫ـﺎري‬‫ـ‬‫ﺗﺠ‬ ‫ـﺪﻫﺎي‬‫ـ‬‫واﺣ‬
‫ﺧﻮدﮔ‬‫ﺮ‬‫ﮐﻨﻨﺪ‬ ‫ﻣﯽ‬ ‫ﺗﻮﻟﯿﺪ‬ ‫ﺑﯿﺸﺘﺮي‬ ‫ارزش‬ ، ‫ﮐﻨﻨﺪ‬ ‫ﻣﯽ‬ ‫ﮐﺎر‬ ‫دان‬.
‫اﺳـﺘﺮاﺗﮋي‬ ‫ﺗـﺎ‬ ‫ﺳـﺎزد‬ ‫ﻣـﯽ‬ ‫ﻗﺎدر‬ ‫را‬ ‫ﮐﺎرﻣﻨﺪان‬ ‫آﻣﻮزش‬ ‫و‬ ‫ﻣﺨﺎﺑﺮه‬
‫ﮐﺎرت‬ ‫و‬ ‫ﺷﺮﮐﺖ‬‫ﺑﻔﻬﻤﻨﺪ‬ ‫را‬ ‫ارزﯾﺎﺑﯽ‬.‫و‬ ‫دروﻧﯽ‬ ‫ﺻﻮرت‬ ‫ﺑﻪ‬ ‫ﮐﺎر‬ ‫اﯾﻦ‬
‫ﮔﻮﻧـﻪ‬ ‫ﺑـﻪ‬ ‫را‬ ‫ﺧﻮد‬ ‫ﮐﺎر‬ ‫ﮐﻪ‬ ‫دﻫﺪ‬ ‫ﻣﯽ‬ ‫اﻧﮕﯿﺰه‬ ‫ﮐﺎرﻣﻨﺪان‬ ‫ﺑﻪ‬ ‫ﺑﯿﺮوﻧﯽ‬
‫ﮐﻨﺪ‬ ‫ﮐﻤﮏ‬ ‫اﺳﺘﺮاﺗﮋي‬ ‫ﻣﻮﻓﻘﯿﺖ‬ ‫ﺑﻪ‬ ‫ﮐﻪ‬ ‫دﻫﻨﺪ‬ ‫اﻧﺠﺎم‬ ‫اي‬.
‫ﮔ‬ ‫اﺷﺘﺮاك‬ ‫ﺑﻪ‬‫ﺬاﺷﺘﻦ‬‫ﮐﺎرﻣﻨـﺪان‬ ‫ﺑﺎ‬ ‫اﺳﺘﺮاﺗﮋي‬2
)
‫ﻣﺨﺎﺑﺮه‬(
‫ﻃﺮﯾـﻖ‬ ‫از‬ ‫ﺑﻨـﺪي‬ ‫ﺑﻮدﺟـﻪ‬ ‫ﻓﺮآﯾﻨـﺪ‬ ‫ﺑـﺎ‬ ‫اﺳـﺘﺮاﺗﮋي‬ ‫ﮐﺮدن‬ ‫ﻣﺮﺗﺒﻂ‬
‫ﻃﺮﯾﻖ‬ ‫از‬ ‫و‬ ‫اﺳﺘﺮاﺗﮋﯾﮏ‬ ‫ﻣﻌﯿﺎرﻫﺎي‬ ‫ﺑﺮاي‬ ‫اﻫﺪاﻓﯽ‬ ‫ﺗﺪوﯾﻦ‬‫ﮔﺰﯾﻨﺶ‬
‫اﻫﺪاﻓﯽ‬ ‫ﭼﻨﯿﻦ‬ ‫ﺑﻪ‬ ‫رﺳﯿﺪن‬ ‫ﺑﺮاي‬ ‫اﺳﺘﺮاﺗﮋﯾﮏ‬ ‫اﺑﺪاﻋﺎت‬.‫و‬ ‫ﺑﺎزﺧﻮرد‬
‫ﯾـﮏ‬ ‫ﺑـﻪ‬ ‫اﺳـﺘﺮاﺗﮋي‬ ‫ﺗﺒﺪﯾﻞ‬ ‫و‬ ‫اﺳﺘﺮاﺗﮋي‬ ‫اﺻﻼح‬ ‫ﺑﺎﻋﺚ‬ ‫ﯾﺎدﮔﯿﺮي‬
‫ﺷﻮد‬ ‫ﻣﯽ‬ ‫ﻣﺴﺘﻤﺮ‬ ‫ﻓﺮآﯾﻨﺪ‬.
‫ﯾﺎدﮔﯿﺮي‬ ‫و‬ ‫ﺑﺎزﺧﻮرد‬ ‫اﯾﺠﺎد‬)‫ﺑﺎز‬‫ﺧﻮرد‬(
‫ﺗﺨﺼﯿﺺ‬ ‫و‬ ‫ﻣﻮﺿﻮع‬ ‫ﺑﺎ‬ ‫ﺷﺪن‬ ‫درﮔﯿﺮ‬ ‫ﺷﺎﻣﻞ‬ ،‫ارﺷﺪ‬ ‫ﻣﺪﯾﺮ‬ ‫ﺣﻤﺎﯾﺖ‬
‫ﺑﻘﺎي‬ ‫و‬ ‫اﺟﺮا‬ ‫ﺑﺮاي‬ ‫ﺷﺮط‬ ‫ﻣﻬﻤﺘﺮﯾﻦ‬ ،‫ﻣﻨﺎﺑﻊ‬BSC‫اﺳﺖ‬.
‫ارﺷﺪ‬ ‫ﻣﺪﯾﺮ‬ ‫ﺣﻤﺎﯾﺖ‬
2
Communication

7. ‫ﭼﺎرﭼﻮب‬ ‫ﺑﯿﻦ‬ ‫راﺑﻄﻪ‬ ‫ﺟﺪول‬ ‫اﯾﻦ‬SFO‫و‬BSC‫دﻫﺪ‬ ‫ﻣﯽ‬ ‫ﻧﺸﺎن‬ ‫را‬.‫ﮐﻪ‬ ‫اﺳﺎس‬ ‫اﯾﻦ‬ ‫ﺑﺮ‬ ‫و‬ ‫ﻣﺬﮐﻮر‬ ‫راﺑﻄﻪ‬ ‫ﻣﺒﻨﺎي‬ ‫ﺑﺮ‬ ‫ﻣﻘﺎﻟﻪ‬ ‫اﯾﻦ‬
‫ﭼﺎرﭼﻮب‬SFO‫ﻣﻔﻬﻮم‬ ‫ﺑﺮاي‬ ‫ﻣﻄﻠﻮب‬ ‫ﺗﺌﻮرﯾﮏ‬ ‫ﺑﻨﯿﺎن‬ ‫ﯾﮏ‬BSC‫اﺳﺖ‬ ‫ﺷﺪه‬ ‫ﻃﺮاﺣﯽ‬ ،‫اﺳﺖ‬.
‫ﺟﺪول‬(1)‫ﮐﻪ‬ ‫دﻫﺪ‬ ‫ﻣﯽ‬ ‫ﻧﺸﺎن‬SFO‫ﻣﻔﻬﻮم‬ ‫ي‬ ‫درﺑﺮدارﻧﺪه‬BSC‫اﺳﺖ‬.BSC‫ﺗﺸـﮑﯿﻞ‬ ‫ﮐﻠﯿـﺪي‬ ‫ﻣﺸﺨﺼـﻪ‬ ‫ﭼﻬـﺎر‬ ‫از‬
‫ﺷﺪه‬‫اﺳﺖ‬:1(،‫اﺳﺘﺮاﺗﮋي‬2(،‫ﺳﺎزي‬ ‫ﻫﻤﺮاﺳﺘﺎ‬3(‫اﺷـﺘﺮاك‬ ‫ﺑﻪ‬‫ﮔـﺬاري‬)‫ﻣﺨـﺎﺑﺮه‬(‫و‬4(‫ﺑـﺎزﺧﻮرد‬.‫درﺣﺎﻟﯿﮑـﻪ‬SFO
‫اﺳﺖ‬ ‫اﺻﻞ‬ ‫ﭘﻨﺞ‬ ‫ﺷﺎﻣﻞ‬:‫از‬ ‫ﻣﺬﮐﻮر‬ ‫ﻣﺸﺨﺼﻪ‬ ‫ﭼﻬﺎر‬BSC‫ارﺷﺪ‬ ‫ﻣﺪﯾﺮ‬ ‫ﺣﻤﺎﯾﺖ‬ ‫و‬.‫ﺑـﻪ‬ ‫اﻟﺰاﻣـﯽ‬ ‫ﻣﻄﺎﻟﻌﻪ‬ ‫ﻣﻮرد‬ ‫ﻫﺎي‬ ‫ﺷﺮﮐﺖ‬
‫اﺟﺮاي‬BSC‫اﺟـﺮاي‬ ‫ﻋﺪم‬ ‫ﯾﺎ‬ ‫و‬ ‫ﺟﺰﺋﯽ‬ ‫اﺟﺮاي‬ ،‫ﮐﺎﻣﻞ‬ ‫اﺟﺮاي‬ ‫اﻧﺘﺨﺎب‬ ‫در‬ ‫ﺑﻠﮑﻪ‬ ،‫ﻧﺪارﻧﺪ‬BSC‫ﺑﻮدﻧـﺪ‬ ‫ﻣﺨﺘـﺎر‬.،‫ﺑﻨـﺎﺑﺮاﯾﻦ‬
‫ﻫﺎي‬ ‫ﻣﺸﺨﺼﻪ‬ ‫ﮐﺎرﮔﯿﺮي‬ ‫ﺑﻪ‬ ‫و‬ ‫اﺟﺮا‬ ‫ﻣﯿﺰان‬BSC، ‫ﻣﺨﺘﻠﻒ‬ ‫ﻫﺎي‬ ‫ﺳﺎزﻣﺎن‬ ‫ﻣﯿﺎن‬ ‫در‬‫اﺳﺖ‬ ‫ﻣﺘﻔﺎوت‬.
‫ﮐﻠﯿﺪي‬ ‫ﮐﻨﻨﺪه‬ ‫ﺗﻌﯿﯿﻦ‬:‫ارﺷﺪ‬ ‫ﻣﺪﯾﺮت‬ ‫ﺣﻤﺎﯾﺖ‬
‫اﺟـﺮاي‬ ‫ﺑـﺮاي‬ ‫ﺳـﺎزﻣﺎﻧﯽ‬ ‫ﺣﻤﺎﯾﺖ‬ ‫اﯾﺠﺎد‬ ‫ﺑﻪ‬ ‫ﺗﻮاﻧﺪ‬ ‫ﻣﯽ‬ ،‫دارد‬ ‫ﺳﺎزﻣﺎن‬ ‫در‬ ‫ﮐﻪ‬ ‫اي‬ ‫ﺑﺮﺟﺴﺘﻪ‬ ‫ﺟﺎﯾﮕﺎه‬ ‫ﺑﻪ‬ ‫ﺗﻮﺟﻪ‬ ‫ﺑﺎ‬ ‫ارﺷﺪ‬ ‫ﻣﺪﯾﺮ‬
‫ﮐﻨـﺪ‬ ‫ﮐﻤـﮏ‬ ‫ﻣﻨـﺎﺑﻊ‬ ‫و‬ ‫زﻣﺎن‬ ‫ﺗﺨﺼﯿﺺ‬ ‫ﺷﮑﻞ‬ ‫،ﺑﻪ‬ ‫ﺳﺎزﻣﺎن‬ ‫در‬ ‫ﻧﻮآوري‬)Chenhall, 2003; Roger,2003.(‫اﯾـﻦ‬
‫ﻣﻮرد‬ ‫در‬ ‫ﻣﻮﺿﻮع‬BSC‫ﻧﯿﺰ‬‫دارد‬ ‫ﻣﺼﺪاق‬ ‫درﺳﺘﯽ‬ ‫ﺑﻪ‬)Kaplan and Norton, 2008(.
‫ﻫﻤﮑﺎرﻧﺶ‬ ‫و‬ ‫ﭼﻦ‬ ‫اﮔﺮﭼﻪ‬)2006(‫ﮐـﺎرﺑﺮد‬ ‫ﺑـﺮ‬ ‫ارﺷﺪ‬ ‫ﻣﺪﯾﺮﯾﺖ‬ ‫ﺣﻤﺎﯾﺖ‬ ‫ﻣﻨﻔﯽ‬ ‫ﺗﺎﺛﯿﺮ‬BSC‫در‬ ‫اﻣـﺎ‬ ،‫ﮐﺮدﻧـﺪ‬ ‫ﮔـﺰارش‬ ‫را‬
‫اﻧﺪ‬ ‫ﻧﮑﺮده‬ ‫اراﺋﻪ‬ ‫ﯾﺎﻓﺘﻪ‬ ‫اﯾﻦ‬ ‫ﺑﺮاي‬ ‫ﺗﻮﺿﯿﺤﯽ‬ ‫ﻫﯿﭻ‬ ‫ﺧﻮد‬ ‫ﻣﻄﺎﻟﻌﻪ‬.‫ﻓـﺎﮐﺘﻮر‬ ‫اﻫﻤﯿـﺖ‬ ‫از‬ ‫ﺑﺴﯿﺎري‬ ‫ﺷﻮاﻫﺪ‬ ‫و‬ ‫ﻣﻄﺎﻟﻌﺎت‬ ‫درﻣﻘﺎﺑﻞ‬
‫ﺑﺮاي‬ ‫ﻣﺪﯾﺮ‬ ‫ﺣﻤﺎﯾﺖ‬‫اﺟﺮاي‬BSC‫اﻧـﺪ‬ ‫ﮐـﺮده‬ ‫ﺗﺎﺋﯿﺪ‬ ‫را‬)e.g., Braam and Nijssen, 2008; Kaplan and
Norton, 2008.(
‫اﺟﺮاي‬ ‫ارﺷﺪ‬ ‫ﻣﺪﯾﺮ‬ ‫ﺣﻤﺎﯾﺖ‬ ‫اﻧﺪ‬ ‫ﮐﺮده‬ ‫ﺗﺼﺮﯾﺢ‬ ‫ﮐﻪ‬ ‫ﭘﮋوﻫﺸﯽ‬ ‫ﭼﻨﺪﯾﻦ‬ ‫ﻣﺒﻨﺎي‬ ‫ﺑﺮ‬ ‫ﻣﻄﺎﻟﻌﻪ‬ ‫اﯾﻦ‬BSC،‫ﮐﻨـﺪ‬ ‫ﻣﯽ‬ ‫ﺗﺴﻬﯿﻞ‬ ‫را‬
‫ﻫﺎي‬ ‫ﻣﺸﺨﺼﻪ‬ ‫از‬ ‫ﯾﮏ‬ ‫ﻫﺮ‬ ‫اﺟﺮاي‬ ‫ﺗﻮاﻧﺪ‬ ‫ﻣﯽ‬ ‫ﺣﻤﺎﯾﺖ‬ ‫اﯾﻦ‬ ‫ﮐﻪ‬ ‫اﺳﺖ‬ ‫ﮐﺮده‬ ‫ﻓﺮض‬BSC‫ﮐﻨـﺪ‬ ‫ﺗﺴـﻬﯿﻞ‬ ‫ﻧﯿﺰ‬ ‫را‬.‫ﺣﻤﺎﯾـﺖ‬
‫از‬ ‫اﺳـﺘﻔﺎده‬ ،‫ﺣﻤﺎﯾـﺖ‬ ‫اﯾـﻦ‬ ‫ﮐﻪ‬ ‫ﺻﻮرت‬ ‫اﯾﻦ‬ ‫ﺑﻪ‬ ،‫ﺳﺎزد‬ ‫ﻣﯽ‬ ‫ﻣﻤﮑﻦ‬ ‫را‬ ‫ﻋﻤﻠﯿﺎﺗﯽ‬ ‫ﻋﻨﺎﺻﺮ‬ ‫ﺑﻪ‬ ‫اﺳﺘﺮاﺗﮋي‬ ‫ﺗﺮﺟﻤﻪ‬ ،‫ارﺷﺪ‬ ‫ﻣﺪﯾﺮ‬

8. ‫را‬ ‫ﻫﺴـﺘﻨﺪ‬ ‫ﺷـﺮﮐﺖ‬ ‫اﺳـﺘﺮاﺗﮋي‬ ‫ي‬ ‫ﮐﻨﻨـﺪه‬ ‫ﻣـﻨﻌﮑﺲ‬ ‫ﻣﻌﻠـﻮﻟﯽ‬ ‫و‬ ‫ﻋﻠﺖ‬ ‫رواﺑﻂ‬ ‫ﻃﺮﯾﻖ‬ ‫از‬ ‫ﮐﻪ‬ ‫ﻏﯿﺮﻣﺎﻟﯽ‬ ‫و‬ ‫ﻣﺎﻟﯽ‬ ‫ﻣﻌﯿﺎرﻫﺎي‬
‫ﮐﻨﺪ‬ ‫ﻣﯽ‬ ‫ﺗﺮﻏﯿﺐ‬.‫وا‬ ‫از‬ ‫ﻋﻤﻮﻣﺎ‬ ‫ﻣﺪﯾﺮﯾﺖ‬ ‫ﺗﯿﻢ‬ ‫اﻋﻀﺎي‬‫ﺑﻨﺎﺑﺮاﯾﻦ‬ ‫و‬ ‫ﻫﺴﺘﻨﺪ‬ ‫ﺳﺎزﻣﺎن‬ ‫ﻣﺨﺘﻠﻒ‬ ‫ﺗﺠﺎري‬ ‫ﻫﺎي‬ ‫دﭘﺎرﺗﻤﺎن‬ ‫و‬ ‫ﺣﺪﻫﺎ‬
‫ﺳﺎزﻣﺎن‬ ‫ﻣﺨﺘﻠﻒ‬ ‫ﻫﺎي‬ ‫دﭘﺎرﺗﻤﺎن‬ ‫و‬ ‫واﺣﺪﻫﺎ‬ ‫اﺳﺘﺮاﺗﮋي‬ ‫ﺳﺎزي‬ ‫ﻫﻤﺮاﺳﺘﺎ‬ ‫ﺑﺮاي‬ ‫را‬ ‫ﺧﻮد‬ ‫ﺗﻼش‬ ‫و‬ ‫ﺗﺎﮐﺘﯿﮑﯽ‬ ‫داﻧﺶ‬ ‫ﺗﻮاﻧﻨﺪ‬ ‫ﻣﯽ‬
‫ﻫﻢ‬ ‫اﯾﺠﺎد‬ ‫و‬ ‫ﺳﺎزﻣﺎن‬ ‫ﮐﻠﯽ‬ ‫اﺳﺘﺮاﺗﮋي‬ ‫ﺑﺎ‬‫ﮔﯿﺮﻧﺪ‬ ‫ﮐﺎر‬ ‫ﺑﻪ‬ ، ‫اﻓﺰاﯾﯽ‬.‫ارﺷـﺪ‬ ‫ﻣﺪﯾﺮﯾﺖ‬ ‫ﻋﻼوه‬ ‫ﺑﻪ‬‫ﮐـﻪ‬ ‫دارد‬ ‫ﮔـﺮاﯾﺶ‬‫ﻫـﺎي‬ ‫دوره‬
‫رﺳﻤﯽ‬ ‫ﻏﯿﺮ‬ ‫و‬ ‫رﺳﻤﯽ‬ ‫آﻣﻮزﺷﯽ‬‫ﺑﺮﻋﻬـﺪه‬ ‫ﮐﻪ‬ ‫اي‬ ‫وﻇﯿﻔﻪ‬ ‫از‬ ‫ﮐﺎرﻣﻨﺪان‬ ‫درك‬ ‫ﺗﺮﺗﯿﺐ‬ ‫اﯾﻦ‬ ‫ﺑﻪ‬ ‫ﺗﺎ‬ ‫دﻫﺪ‬ ‫ﻗﺮار‬ ‫ﺣﻤﺎﯾﺖ‬ ‫ﻣﻮرد‬ ‫را‬
‫ﺷﻮد‬ ‫ﻫﺎﯾﺸﺎن‬ ‫ﻣﺴﺌﻮﻟﯿﺖ‬ ‫ﺗﺮ‬ ‫اﺛﺮﺑﺨﺶ‬ ‫اﻧﺠﺎم‬ ‫ﺑﻪ‬ ‫ﻣﻨﺠﺮ‬ ‫و‬ ‫ﯾﺎﺑﺪ‬ ‫ﺑﻬﺒﻮد‬ ‫دارﻧﺪ‬.‫ﻫـﺎي‬ ‫ﻣﺴـﺌﻮﻟﯿﺖ‬ ‫از‬ ‫دﯾﮕـﺮ‬ ‫ﯾﮑـﯽ‬ ‫ﻫﻤﭽﻨـﯿﻦ‬
‫ﻧﻈﺎرت‬ ‫اﺳﺘﺮاﺗﮋي‬ ‫ﺑﺎ‬ ‫ﻣﺮﺗﺒﻂ‬ ‫ﻓﻌﺎﻟﯿﺘﻬﺎي‬ ‫ﺗﻤﺎﻣﯽ‬ ‫ﺑﺮ‬ ‫ﮐﻪ‬ ‫اﺳﺖ‬ ‫اﯾﻦ‬ ‫ارﺷﺪ‬ ‫ﻣﺪﯾﺮﯾﺖ‬‫اﺳـﺘﺮاﺗﮋي‬ ‫ﮐـﺪام‬ ‫اﯾﻨﮑﻪ‬ ‫درﻣﻮرد‬ ‫و‬ ‫ﮐﻨﺪ‬
‫ﮐﻨﺪ‬ ‫ﮔﯿﺮي‬ ‫ﺗﺼﻤﯿﻢ‬ ،‫اﺳﺖ‬ ‫ﻣﻨﺎﺳﺐ‬ ‫ﺷﺮﮐﺖ‬ ‫ﺑﺮاي‬.‫ﮐﻪ‬ ‫آﻣﻮزش‬ ‫و‬ ‫ﺑﺎزﺧﻮرد‬ ‫ﻓﺮآﯾﻨﺪ‬ ‫اﻫﻤﯿﺖ‬ ‫ﺑﺮ‬ ‫اﺳﺖ‬ ‫ﺗﺎﮐﯿﺪي‬ ‫ﻣﻮﺿﻮع‬ ‫اﯾﻦ‬
‫ﺷﻮد‬ ‫ﻣﯽ‬ ‫اﺳﺘﺮاﺗﮋي‬ ‫ﮐﺮدن‬ ‫ﻓﺮﻣﻮﻟﻪ‬ ‫و‬ ‫اﺻﻼح‬ ‫ﺑﻪ‬ ‫ﻣﻨﺠﺮ‬.
‫اﺟﺮاي‬ ‫از‬ ‫ﺷﺪه‬ ‫ﻣﺸﺎﻫﺪه‬ ‫ﻣﺰاﯾﺎي‬BSC
‫در‬ ‫ﻗﺒﻠﯽ‬ ‫ﺗﺤﻘﯿﻘﺎت‬‫ي‬ ‫اوﻟﯿﻪ‬ ‫ﮐﺎﺑﺮد‬ ‫زﻣﯿﻨﻪ‬BSC‫اﺟﺮاي‬ ‫از‬ ‫اي‬ ‫ﻣﻼﺣﻈﻪ‬ ‫ﻗﺎﺑﻞ‬ ‫ﭘﯿﺎﻣﺪﻫﺎي‬ ،BSC‫اﻧﺪ‬ ‫ﮐﺮده‬ ‫ﮔﺰارش‬
:1-،‫ﮐﺎرﻣﻨﺪان‬ ‫رﺿﺎﯾﺖ‬2-،‫رﻗﯿﺒـﺎن‬ ‫ﺑـﺎ‬ ‫درﻣﻘﺎﯾﺴـﻪ‬ ‫ﺳـﺎزﻣﺎن‬ ‫ﻋﻤﻠﮑـﺮد‬ ‫ﻣﺸـﺎﻫﺪه‬3-،‫ﻋﻤﻠﮑـﺮد‬ ‫ﺑﻬﺒـﻮد‬ ‫ﻣﺸـﺎﻫﺪه‬4-
‫اﺟﺮاي‬ ‫ﻣﻨﺎﻓﻊ‬ ‫ﻣﺸﺎﻫﺪه‬ ‫و‬ ‫ﻣﺪﯾﺮﯾﺘﯽ‬ ‫ﻓﺮآﯾﻨﺪﻫﺎي‬ ‫ﯾﮑﭙﺎرﭼﮕﯽ‬BSC‫آن‬ ‫ﻫـﺎي‬ ‫ﻫﺰﯾﻨﻪ‬ ‫ﺑﺎ‬ ‫درﻣﻘﺎﯾﺴﻪ‬5-‫در‬ ‫ﺑﺎوﺟﻮدﯾﮑـﻪ‬
‫ﺑﺴ‬ ‫ﻣﻄﺎﻟﻌﺎت‬‫ﻫﺎي‬ ‫ﻣﺸﺨﺼﻪ‬ ‫ﺑﻮدن‬ ‫ﻣﺜﺒﺖ‬ ‫ﺑﻪ‬ ‫ﯿﺎري‬BSC‫ﺷﺪه‬ ‫اﺷﺎره‬ ‫اﺟﺮا‬ ‫از‬ ‫ﺑﻌﺪ‬‫ﻫﺴـﺘﻨﺪ‬ ‫ﮐﻤـﯽ‬ ‫ﺗﺤﻘﯿﻘﺎت‬ ‫اﻣﺎ‬ ،‫اﺳﺖ‬
‫ﻣﺨﺘﻠﻒ‬ ‫ﻫﺎي‬ ‫ﺟﻨﺒﻪ‬ ‫ﮐﻪ‬BSC‫ﺑﺎﺷﻨﺪ‬ ‫ﮐﺮده‬ ‫ﺑﺮرﺳﯽ‬ ‫را‬.‫ﻣﺸﺨﺼﻪ‬ ‫از‬ ‫ﯾﮏ‬ ‫ﻫﺮ‬ ‫ي‬ ‫ﺟﺪاﮔﺎﻧﻪ‬ ‫ﺗﺎﺛﯿﺮ‬ ‫ﻣﻄﺎﻟﻌﺎت‬ ‫اﻏﻠﺐ‬ ‫ﻋﻼوه‬ ‫ﺑﻪ‬
‫ﻫﺎي‬BSC‫اﻧﺪ‬ ‫ﻧﺪاده‬ ‫ﻗﺮار‬ ‫ﺑﺮرﺳﯽ‬ ‫ﻣﻮرد‬ ‫را‬ ‫ﺷﺮﮐﺖ‬ ‫ﻋﻤﻠﯿﺎت‬ ‫ﺑﺮ‬.
‫ﻣ‬ ‫ﯾﮏ‬ ،‫وﺟﻮد‬ ‫اﯾﻦ‬ ‫ﺑﺎ‬‫ﻫﺎي‬ ‫ﻣﺸﺨﺼﻪ‬ ‫از‬ ‫ﻫﺮﯾﮏ‬ ‫ﺗﺎﺛﯿﺮ‬ ‫ﺑﺮرﺳﯽ‬ ‫ﺑﻪ‬ ‫ﻘﺎﻟﻪ‬BSC‫اﺳـﺖ‬ ‫ﭘﺮداﺧﺘـﻪ‬ ‫ﺳـﺎزﻣﺎن‬ ‫ﻋﻤﻠﮑـﺮد‬ ‫ﺑﺮ‬.‫دي‬
‫ﻫﻤﮑﺎراﻧﺶ‬ ‫و‬ ‫ﮔﯿﻮﺳﺮ‬3
‫ي‬ ‫ﻣﺸﺨﺼﻪ‬ ‫ﭼﻬﺎر‬ ‫آﯾﺎ‬ ‫ﮐﻪ‬ ‫ﮐﺮدﻧﺪ‬ ‫آزﻣﻮن‬BSC‫اﻓﺰاﯾـﯽ‬ ‫ﻫـﻢ‬ ‫ﻣﻨﺒـﻊ‬ ،‫ارﺷﺪ‬ ‫ﻣﺪﯾﺮﯾﺖ‬ ‫ﺣﻤﺎﯾﺖ‬ ‫و‬
3
De Geuser et al. (2009)

9. BSC‫ﺧﯿﺮ‬ ‫ﯾﺎ‬ ‫ﻫﺴﺘﻨﺪ‬.‫ﻣﺸﺨﺼﻪ‬ ‫ﮐﻪ‬ ‫درﯾﺎﻓﺘﻨﺪ‬ ‫آﻧﻬﺎ‬1)‫اﺳـﺘﺮاﺗﮋي‬(‫و‬4)‫ﺑـﺎزﺧﻮرد‬(‫ﻣﻨـﺎ‬‫ﺑ‬‫ﺑﻬﺒـﻮد‬ ‫ﮐﻠﯿـﺪي‬ ‫ﻊ‬‫ﻋﻤﻠﮑـﺮد‬
‫ﻣﺸﺨﺼﻪ‬ ‫درﺣﺎﻟﯿﮑﻪ‬ ، ‫ﻫﺴﺘﻨﺪ‬ ‫ﺳﺎزﻣﺎن‬2)‫ﺳﺎزي‬ ‫ﻫﻤﺮاﺳﺘﺎ‬(‫و‬3)‫ﮔﺬاري‬ ‫اﺷﺘﺮاك‬ ‫ﺑﻪ‬(‫ﻫﺴـﺘﻨﺪ‬ ‫اي‬ ‫ﺣﺎﺷـﯿﻪ‬ ‫ﺗﺎﺛﯿﺮ‬ ‫داراي‬.
‫ﻧﺸﺪ‬ ‫ﻣﺸﺎﻫﺪه‬ ‫ﺳﺎزﻣﺎن‬ ‫ﻋﻤﻠﮑﺮد‬ ‫ﺑﺮ‬ ‫ارﺷﺪ‬ ‫ﻣﺪﯾﺮﯾﺖ‬ ‫ﺣﻤﺎﯾﺖ‬ ‫از‬ ‫ﺗﺎﺛﯿﺮي‬ ‫ﻫﯿﭻ‬ ‫ﺗﺤﻘﯿﻖ‬ ‫اﯾﻦ‬ ‫در‬.‫ﮐﻪ‬ ‫دﻫﺪ‬ ‫ﻣﯽ‬ ‫ﻧﺸﺎن‬ ‫اﻣﺮ‬ ‫اﯾﻦ‬
‫ﺳﺎزﻣﺎ‬ ‫ﻋﻤﻠﮑﺮد‬ ‫ﺑﺮ‬ ‫ﻣﺴﺘﻘﯿﻢ‬ ‫ﻃﻮر‬ ‫ﺑﻪ‬ ‫ارﺷﺪ‬ ‫ﻣﺪﯾﺮﯾﺖ‬ ‫ﺣﻤﺎﯾﺖ‬ ‫اﺳﺖ‬ ‫ﻣﻤﮑﻦ‬‫ﻏﯿﺮﻣﺴﺘﻘﯿﻢ‬ ‫ﻃﻮر‬ ‫ﺑﻪ‬ ‫اﻣﺎ‬ ‫ﺑﺎﺷﺪ‬ ‫ﻧﺪاﺷﺘﻪ‬ ‫ﺗﺎﺛﯿﺮ‬ ‫ن‬
‫ﻫﺎي‬ ‫ﻣﺸﺨﺼﻪ‬ ‫از‬ ‫ﻫﺮﯾﮏ‬ ‫اﺟﺮاي‬ ‫ﻃﺮﯾﻖ‬ ‫از‬ ‫و‬BSC‫ﺑﺎﺷـﺪ‬ ‫ﺗﺎﺛﯿﺮﮔﺬار‬ ‫ﺳﺎزﻣﺎن‬ ‫ﻋﻤﻠﮑﺮد‬ ‫ﺑﺮ‬.‫ﺑـﻪ‬ ‫ﺣﺎﺿـﺮ‬ ‫ﻣﻄﺎﻟﻌـﻪ‬ ‫ﺑﻨـﺎﺑﺮاﯾﻦ‬
‫ﻫﺎي‬ ‫ﺧﺼﯿﺼﻪ‬ ‫از‬ ‫ﯾﮏ‬ ‫ﻫﺮ‬ ‫آﯾﺎ‬ ‫ﮐﻪ‬ ‫ﭘﺮدازد‬ ‫ﻣﯽ‬ ‫ﻣﻮﺿﻮع‬ ‫اﯾﻦ‬ ‫ﺑﺮرﺳﯽ‬BSC،‫ﮐﻠﯽ‬ ‫ﻋﻤﻠﮑﺮد‬ ‫ﺷﺎﻣﻞ‬ ‫ﺷﺮﮐﺖ‬ ‫ﻋﻤﻠﮑﺮد‬ ‫ﺑﻬﺒﻮد‬ ‫در‬
‫ارﺗﺒﺎ‬ ‫و‬ ‫ﮐﻨﺘﺮل‬ ،‫رﯾﺰي‬ ‫ﺑﺮﻧﺎﻣﻪ‬‫ﺧﯿﺮ‬ ‫ﯾﺎ‬ ‫دارﻧﺪ‬ ‫ﻧﻘﺶ‬ ‫ﻃﺎت‬.
،‫ﺷﺪ‬ ‫اﺷﺎره‬ ‫ﮐﻪ‬ ‫ﻫﻤﺎﻧﻄﻮر‬BSC‫در‬ ‫ﮐﻪ‬ ‫اﺳﺖ‬ ‫ﻫﺎﯾﯽ‬ ‫ﭘﯿﺸﺮﻓﺖ‬ ‫ﺗﺮﯾﻦ‬ ‫اﻫﻤﯿﺖ‬ ‫ﺑﺎ‬ ‫از‬ ‫ﯾﮑﯽ‬‫ﻫﺎي‬ ‫ارزﯾﺎﺑﯽ‬‫وﯾﮋه‬ ‫ﺑﻪ‬ ‫ﻣﺪﯾﺮﯾﺖ‬‫در‬
‫رﯾﺰي‬ ‫ﺑﺮﻧﺎﻣﻪ‬ ‫ه‬ ‫ﺣﻮزه‬‫ﻫﺎ‬ ‫ﺳﺎزﻣﺎن‬‫اﺳﺖ‬ ‫داده‬ ‫روي‬.‫از‬ ‫ﮐﻪ‬ ‫ﺳﺎزﻣﺎﻧﻬﺎﯾﯽ‬ ،‫ﻧﻮرث‬ ‫و‬ ‫ﮐﺎﭘﻼن‬ ‫ي‬ ‫ﮔﻔﺘﻪ‬ ‫ﺑﻪ‬BSC‫ﻣﯽ‬ ‫اﺳﺘﻔﺎده‬
‫دارﻧﺪ‬ ‫ﺗﺎﮐﯿﺪ‬ ‫ﻣﻮارد‬ ‫اﯾﻦ‬ ‫ﺑﺮ‬ ‫ﻣﻌﻤﻮﻻ‬ ،‫ﮐﻨﻨﺪ‬:‫اﻟﻒ‬(‫ب‬ ،‫ﻣﻌﯿﺎرﻫﺎ‬ ‫و‬ ‫اﺳﺘﺮاﺗﮋﯾﮏ‬ ‫اﻫﺪاف‬ ‫ﺑﻪ‬ ‫دﺳﺘﯿﺎﺑﯽ‬(‫اﺳـﺘﺮاﺗﮋي‬ ‫ﻗـﺮاردادن‬
‫ج‬ ،‫ﺳﺎزﻣﺎن‬ ‫ﺗﺮ‬ ‫ﭼﺎﯾﯿﻦ‬ ‫ﺳﻄﻮح‬ ‫در‬ ‫اﺳﺘﺮاﺗﮋي‬ ‫ﮐﺮدن‬ ‫ﯾﮑﭙﺎرﭼﻪ‬ ‫و‬ ‫راﺳﺘﺎ‬ ‫ﯾﮏ‬ ‫در‬ ‫ﺳﺎزﻣﺎن‬(‫اﺳﺘﺮاﺗﮋي‬ ‫ﮔﺬاﺷﺘﻦ‬ ‫اﺷﺘﺮاك‬ ‫ﺑﻪ‬
‫ﺟ‬ ‫در‬ ‫ﺳﺎزﻣﺎن‬ ‫اﻓﺮاد‬ ‫ﻫﻤﻪ‬ ‫اﯾﻨﮑﻪ‬ ‫از‬ ‫اﻃﻤﯿﻨﺎن‬ ‫ﺑﺮاي‬‫د‬ ‫و‬ ،‫ﮐﻨﻨﺪ‬ ‫ﻣﯽ‬ ‫ﺣﺮﮐﺖ‬ ‫ﻣﻘﺎﺻﺪ‬ ‫ﻬﺖ‬(‫ﻧﯿـﺎز‬ ‫درﻣـﻮار‬ ‫اﺳﺘﺮاﺗﮋي‬ ‫ﺗﻌﺪﯾﻞ‬.
‫ﺑﻨﺎﺑﺮاﯾﻦ‬‫ﮐﺎرﺑﺮان‬ ‫ﺑﺮاي‬ ‫اﺣﺘﻤﺎﻻ‬BSC‫ﻫﺎي‬ ‫ﻣﺸﺨﺼﻪ‬ ‫از‬ ‫ﻫﺮﯾﮏ‬ ،BSC،‫رﯾﺰي‬ ‫ﺑﺮﻧﺎﻣﻪ‬ ،‫ﮐﻠﯽ‬ ‫ﻣﻨﺎﻓﻊ‬ ‫ﺷﺎﻣﻞ‬ ‫ﻣﺰاﯾﺎﯾﯽ‬ ‫داراي‬
‫اﺳﺖ‬ ‫ارﺗﺒﺎﻃﺎت‬ ‫و‬ ‫ﮐﻨﺘﺮل‬.‫ﻫـﺎي‬ ‫ﻣﺸﺨﺼـﻪ‬ ‫از‬ ‫ﻫﺮﯾﮏ‬ ‫ﮐﻪ‬ ‫رود‬ ‫ﻣﯽ‬ ‫اﻧﺘﻈﺎر‬BSC:1(‫اﻃﻼﻋـﺎت‬ ‫آوري‬ ‫ﺟﻤـﻊ‬ ‫ﻃﺮﯾـﻖ‬ ‫از‬
‫اﺳ‬ ‫ﻣﺮﺑﻮط‬‫ﺳﯿﺴـﺘﻢ‬ ،‫ﮐﻨﺪ‬ ‫ﻣﯽ‬ ‫ﻓﻌﺎﻟﯿﺖ‬ ‫ﻣﻮﻓﻘﯿﺖ‬ ‫ﺑﺎ‬ ‫ﭘﻮﯾﺎ‬ ‫ﻣﺤﯿﻂ‬ ‫ﯾﮏ‬ ‫در‬ ‫ﺷﺮﮐﺖ‬ ‫ﭼﮕﻮﻧﻪ‬ ‫اﯾﻨﮑﻪ‬ ‫ﺗﺤﻠﯿﻞ‬ ‫ﻣﻨﻈﻮر‬ ‫ﺑﻪ‬ ‫ﺘﺮاﺗﮋﯾﮏ‬
،‫ﮐﻨﺪ‬ ‫ﻣﯽ‬ ‫ﺗﺴﻬﯿﻞ‬ ‫را‬ ‫رﯾﺰي‬ ‫ﺑﺮﻧﺎﻣﻪ‬ ‫ﻫﺎي‬2(‫ﭘﯿﺸﺮو‬ ‫ﻫﺎي‬ ‫ﺷﺎﺧﺺ‬ ‫ﮔﯿﺮي‬ ‫اﻧﺪازه‬ ،‫اﺳﺘﺮاﺗﮋﯾﮏ‬ ‫اﻫﺪاف‬ ‫ﺗﺪوﯾﻦ‬ ‫ﺑﻪ‬ ‫ﺗﺮﻏﯿﺐ‬ ‫ﺑﺎ‬
‫ﻫـﺎي‬ ‫ﻓﻌﺎﻟﯿـﺖ‬ ‫اﯾﻨﮑـﻪ‬ ‫از‬ ‫اﻃﻤﯿﻨـﺎن‬ ‫ﺑﺮاي‬ ‫ﮔﻮﻧﺎﮔﻮن‬ ‫اﻃﻼﻋﺎت‬ ‫ﮐﺮدن‬ ‫ﻓﺮاﻫﻢ‬ ‫و‬ ،‫ﺗﺎﺧﯿﺮي‬ ‫و‬‫اﻫـﺪاف‬ ‫راﺳـﺘﺎي‬ ‫در‬ ‫ﺷـﺮﮐﺖ‬
‫ﮐﻨﺪ‬ ‫ﻣﯽ‬ ‫ﺗﻘﻮﯾﺖ‬ ‫را‬ ‫ﮐﻨﺘﺮﻟﯽ‬ ‫ﻫﺎي‬ ‫ﺳﯿﺴﺘﻢ‬ ،‫اﺳﺖ‬ ‫ﺳﺎزﻣﺎن‬.3(‫ﻣﺴـﯿ‬ ‫ﺗﺤﻠﯿـﻞ‬ ‫ﺑﺮاي‬ ‫ﻣﺮﺑﻮط‬ ‫اﻃﻼﻋﺎت‬ ‫ﮐﺮدن‬ ‫ﻓﺮاﻫﻢ‬ ‫ﺑﺎ‬‫و‬ ‫ﺮ‬
‫ﻣـﯽ‬ ‫ﺣﻤﺎﯾﺖ‬ ‫ارﺗﺒﺎﻃﯽ‬ ‫ﻫﺎي‬ ‫ﺳﯿﺴﺘﻢ‬ ‫از‬ ،‫اﻃﻼﻋﺎت‬ ‫اﯾﻦ‬ ‫دادن‬ ‫ﻗﺮار‬ ‫ﺳﻬﺎﻣﺪاران‬ ‫دراﺧﺘﯿﺎر‬ ‫و‬ ‫ﺷﺮﮐﺖ‬ ‫ﻫﺎي‬ ‫ﻣﻮﻓﻘﯿﺖ‬‫ﮐﻨﻨـﺪ‬
)Simons, 2000.(

10. ‫ﺗﺤﻘﯿﻖ‬ ‫ﺷﻨﺎﺳﯽ‬ ‫روش‬
‫و‬ ‫داده‬‫ﭘﯿﻤﺎﯾﺶ‬ ‫اﺑﺰار‬
‫ﺷﺎﻣﻞ‬ ‫ﺗﺤﻘﯿﻖ‬ ‫ﻧﻤﻮﻧﻪ‬65‫ﺷﺪه‬ ‫داده‬ ‫ﭘﺎﺳﺦ‬ ‫ﭘﺮﺳﺸﻨﺎﻣﻪ‬‫ﻣﯿﺒﺎﺷﺪ‬.‫ﺑﻨﯿﺎدي‬ ‫ﻣﻔﺎﻫﯿﻢ‬ ‫ﺑﺮﻣﺒﻨﺎي‬ ‫ﻫﺎ‬ ‫ﭘﺮﺳﺸﻨﺎﻣﻪ‬ ‫اﺑﺘﺪا‬ ‫در‬BSC
‫ﺷـﺮﮐﺖ‬ ‫ﻣـﺪﯾﺮان‬ ‫و‬ ‫داﻧﺸﮕﺎﻫﯿﺎن‬ ‫ﻧﻈﺮات‬ ‫ﺑﺮرﺳﯽ‬ ‫از‬ ‫ﺣﺎﺻﻞ‬ ‫آزﻣﻮن‬ ‫ﭘﯿﺶ‬ ‫ﻧﺘﺎﯾﺞ‬ ‫ﻣﺒﻨﺎي‬ ‫ﺑﺮ‬ ‫ﻣﺘﻌﺎﻗﺒﺎ‬ ‫اﻣﺎ‬ ‫ﺑﻮد‬ ‫ﺷﺪه‬ ‫ﻃﺮاﺣﯽ‬
‫ﮔﺮدﯾﺪ‬ ‫اﺻﻼح‬ ،‫آزﻣﻮن‬ ‫ﭘﯿﺶ‬ ‫ﻫﺎي‬.‫ﭘﺎﺳﺦ‬ ‫از‬‫ﺧﻮاﺳ‬ ‫ﻫﺎ‬ ‫دﻫﻨﺪه‬‫ﻣﺸﺨﺼـﻪ‬ ‫از‬ ‫ﻫﺮﯾﮏ‬ ‫از‬ ‫اﺳﺘﻔﺎده‬ ‫ﻣﯿﺰان‬ ‫ﻫﻢ‬ ‫ﺗﺎ‬ ‫ﺑﻮد‬ ‫ﺷﺪه‬ ‫ﺘﻪ‬
‫ﻫﺎي‬BSC‫ﻣـﺪﯾﺮﯾﺖ‬ ‫ﺣﻤﺎﯾـﺖ‬ ‫ﺳـﻄﻮح‬ ‫ﺑﻪ‬ ‫ﻫﻢ‬ ‫و‬ ‫ﮐﻨﻨﺪ‬ ‫ﻣﺸﺨﺺ‬ ‫را‬ ‫ﺷﺮﮐﺘﺸﺎن‬ ‫ﻋﻤﻠﮑﺮد‬ ‫ﮔﯿﺮي‬ ‫اﻧﺪازه‬ ‫ﻫﺎي‬ ‫ﺳﯿﺴﺘﻢ‬ ‫در‬
‫ﮐﻨﻨﺪ‬ ‫اﺷﺎره‬ ‫ارﺷﺪ‬)‫از‬ ‫ﻫﺮﮐﺪام‬‫ﺻﻔﺮ‬‫ﺗﺎ‬‫ﺻﺪ‬‫ﺑﻮدﻧـﺪ‬ ‫ﺷـﺪه‬ ‫ﺑﻨـﺪي‬ ‫رﺗﺒﻪ‬.(‫ي‬ ‫ﻣﺸﺨﺼـﻪ‬ ‫ﭼﻬـﺎر‬BSC‫ﺣﻤﺎﯾـﺖ‬ ‫ﺳـﻄﺢ‬ ‫و‬
‫ا‬ ‫اي‬ ‫ﻣﺠﻤﻮﻋﻪ‬ ‫ﺑﺎ‬ ‫ﻫﺮﯾﮏ‬ ،‫ارﺷﺪ‬ ‫ﻣﺪﯾﺮﯾﺖ‬‫ﺑﻮدﻧﺪ‬ ‫ﺷﺪه‬ ‫ﻫﻤﺮاه‬ ، ‫ﺗﺤﻘﯿﻖ‬ ‫ﺳﺎزه‬ ‫اﻋﺘﺒﺎر‬ ‫ﺗﻘﻮﯾﺖ‬ ‫ﻣﻨﻈﻮر‬ ‫ﺑﻪ‬ ‫ﺳﻮاﻻت‬ ‫ز‬.‫ﻫﺮ‬ ‫ﺑﺮاي‬
‫ﻫﺎي‬ ‫ﻣﺸﺨﺼﻪ‬ ‫ﻫﺎي‬ ‫رﺗﺒﻪ‬ ‫درﺻﺪ‬ ‫ﻣﺘﻮﺳﻂ‬ ، ‫ﺷﺮﮐﺖ‬BSC‫ﮔﺮدﯾـﺪ‬ ‫ﻣﺤﺎﺳﺒﻪ‬ ، ‫ارﺷﺪ‬ ‫ﻣﺪﯾﺮﯾﺖ‬ ‫ﺣﻤﺎﯾﺖ‬ ‫و‬.‫ﭘﺎﺳـﺦ‬ ‫ﺳـﭙﺲ‬
‫ﮐﺎرﺑﺮ‬ ‫آﯾﺎ‬ ‫ﮐﻪ‬ ‫ﮐﺮدﻧﺪ‬ ‫ﻣﯽ‬ ‫ﻣﺸﺨﺺ‬ ، ‫ﺧﯿﺮ‬ ‫و‬ ‫ﺑﻠﻪ‬ ‫ﻫﺎي‬ ‫ﭘﺎﺳﺦ‬ ‫ﺑﺎ‬ ‫ﻫﺎ‬ ‫دﻫﻨﺪه‬BSC‫ﺧﯿﺮ‬ ‫ﯾﺎ‬ ‫ﻫﺴﺘﻨﺪ‬.‫ﺧﻮاﺳﺘﻪ‬ ‫آﻧﻬﺎ‬ ‫از‬ ‫آﺧﺮ‬ ‫در‬
‫ﺗﺎ‬ ‫ﺷﺪ‬ ‫ﻣﯽ‬‫ﮐﺎرﺑﺮد‬ ‫از‬ ‫ﺷﺪه‬ ‫درﯾﺎﻓﺖ‬ ‫ﻣﺰاﯾﺎي‬ ‫ﻣﯿﺰان‬BSC،‫ارﺗﺒﺎﻃـﺎت‬ ‫و‬ ‫ﮐﻨﺘـﺮل‬ ،‫رﯾـﺰي‬ ‫ﺑﺮﻧﺎﻣـﻪ‬ ،‫ﮐﻠﯽ‬ ‫ﻣﻨﺎﻓﻊ‬ ‫درﻗﺎﻟﺐ‬ ‫را‬
‫ﺳﺎزﻧﺪ‬ ‫ﻣﺸﺨﺺ‬.
‫ﻣﺘﻐﯿﺮﻫﺎ‬ ‫و‬ ‫ﻫﺎ‬ ‫ﻣﺪل‬ ‫ﺗﺼﺮﯾﺢ‬
‫از‬ ‫ﻓﺮﺿﯿﺎت‬ ‫آزﻣﻮن‬ ‫ﺑﺮاي‬‫اﺳﺖ‬ ‫ﺷﺪه‬ ‫اﺳﺘﻔﺎده‬ ‫ﺳﺎده‬ ‫رﮔﺮﺳﯿﻮن‬ ‫ﯾﮏ‬.‫ﻣﺪل‬ ،‫ﺧﺎص‬ ‫ﻃﻮر‬ ‫ﺑﻪ‬1‫و‬2‫ارﺗﺒـﺎط‬ ‫آزﻣـﻮن‬ ‫ﺑـﺮاي‬
‫ارﺷﺪ‬ ‫ﻣﺪﯾﺮﯾﺖ‬ ‫ﺣﻤﺎﯾﺖ‬ ‫ﺑﯿﻦ‬‫ﻫﺎي‬ ‫ﻣﺸﺨﺼﻪ‬ ‫از‬ ‫ﻫﺮﯾﮏ‬ ‫و‬BSC‫ﻫﺎي‬ ‫ﻣﺸﺨﺼﻪ‬ ‫از‬ ‫ﻫﺮﯾﮏ‬ ‫ﺑﯿﻦ‬ ‫ارﺗﺒﺎط‬ ‫و‬BSC‫و‬‫ﻫﺮﯾـﮏ‬
‫ﺷﺪه‬ ‫ﻣﺸﺎﻫﺪه‬ ‫ﻣﺰاﯾﺎي‬ ‫اﺑﻌﺎد‬ ‫از‬‫اﺳﺖ‬ ‫رﻓﺘﻪ‬ ‫ﮐﺎر‬ ‫ﺑﻪ‬.

11. ‫ﻧﺘﺎﯾﺞ‬
‫ﻣﻌﻨﺎداري‬ ‫ﺳﻄﺢ‬ ‫در‬ ‫ﮐﻪ‬ ‫دﻫﻨﺪ‬ ‫ﻣﯽ‬ ‫ﻧﺸﺎن‬ ‫ﻫﺎ‬ ‫ﯾﺎﻓﺘﻪ‬0.01‫ﺑـﺎ‬ ‫ارﺷـﺪ‬ ‫ﻣـﺪﯾﺮﯾﺖ‬ ‫ﺣﻤﺎﯾﺖ‬ ، ‫ﺷﺮاﯾﻂ‬ ‫ﺳﺎﯾﺮ‬ ‫ﺛﺒﺎت‬ ‫ﻓﺮض‬ ‫ﺑﺎ‬ ‫و‬
‫ﻫﺎي‬ ‫ﻣﺸﺨﺼﻪ‬ ‫از‬ ‫ﻫﺮﯾﮏ‬BSC‫دارد‬ ‫ﻣﻌﻨﺎداري‬ ‫و‬ ‫ﻣﺜﺒﺖ‬ ‫ارﺗﺒﺎط‬.‫ﺑﻨﺎﺑﺮاﯾﻦ‬‫در‬ ‫ﻣﻬﻤـﯽ‬ ‫ﻧﻘـﺶ‬ ‫ارﺷـﺪ‬ ‫ﻣـﺪﯾﺮﯾﺖ‬ ‫ﺣﻤﺎﯾـﺖ‬
‫ﻫﺎي‬ ‫ﻣﺸﺨﺼﻪ‬ ‫از‬ ‫ﻫﺮﯾﮏ‬ ‫اﺟﺮاي‬ ‫از‬ ‫ﭘﺸﺘﯿﺒﺎﻧﯽ‬BSC‫ﮐﻨﺪ‬ ‫ﻣﯽ‬ ‫اﯾﻔﺎ‬.‫ﻋﻨﺎﺻﺮ‬ ‫ﺑﻪ‬ ‫اﺳﺘﺮاﺗﮋي‬ ‫ﺗﺮﺟﻤﻪ‬ ‫ارﺷﺪ‬ ‫ﻣﺪﯾﺮﯾﺖ‬ ‫ﺣﻤﺎﯾﺖ‬
‫ﻋﻤﻠﯿﺎﺗﯽ‬‫ﮐﻨـﺪ‬ ‫ﻣﯽ‬ ‫ﺗﺴﻬﯿﻞ‬ ‫را‬ ‫ﺳﺎزﻣﺎن‬ ‫ﻣﺨﺘﻠﻒ‬ ‫واﺣﺪﻫﺎي‬ ‫اﺳﺘﺮاﺗﮋي‬ ‫ﺑﺎ‬ ‫ﺷﺮﮐﺖ‬ ‫اﺳﺘﺮاﺗﮋي‬ ‫ﺳﺎزي‬ ‫ﻫﻤﺮاﺳﺘﺎ‬ ‫ﻫﻤﭽﻨﯿﻦ‬ ‫و‬.
‫اﺳﺘﺮاﺗﮋي‬ ‫از‬ ‫ﮐﺎرﻣﻨﺪان‬ ‫ﻓﻬﻢ‬ ‫ارﺷﺪ‬ ‫ﻣﺪﯾﺮ‬ ‫ﻋﻼوه‬ ‫ﺑﻪ‬‫ﺷﺮﮐﺖ‬‫ﺑﻪ‬ ‫ﺗﻮاﻧﻨﺪ‬ ‫ﻣﯽ‬ ‫ﮐﺎرﻣﻨﺪان‬ ‫ﺗﺮﺗﯿﺐ‬ ‫اﯾﻦ‬ ‫ﺑﻪ‬ ‫و‬ ‫ﺑﺨﺸﺪ‬ ‫ﻣﯽ‬ ‫ارﺗﻘﺎ‬ ‫را‬
‫ﮐﻨﻨﺪ‬ ‫ﻋﻤﻞ‬ ‫ﺳﺎزﻣﺎن‬ ‫اﻫﺪاف‬ ‫ﺑﻪ‬ ‫رﺳﯿﺪن‬ ‫راﺳﺘﺎي‬ ‫در‬ ‫ﺧﻮد‬ ‫وﻇﺎﯾﻒ‬.‫ﻓﺮآﯾﻨـ‬ ‫ارﺷﺪ‬ ‫ﻣﺪﯾﺮ‬‫ﺑـﻪ‬ ‫را‬ ‫آﻣـﻮزش‬ ‫و‬ ‫ﺑـﺎزﺧﻮرد‬ ‫ﺪﻫﺎي‬
‫ﮐﻨﺪ‬ ‫ﻣﯽ‬ ‫اﯾﺠﺎد‬ ‫اﺳﺘﺮاﺗﺰي‬ ‫ﺑﺎزﺑﯿﻨﯽ‬ ‫ﻣﻨﻈﻮر‬.‫اﯾﻨﮑـﻪ‬ ‫ﺑـﺮ‬ ‫ﻣﺒﻨـﯽ‬ ‫ﻧـﻮرث‬ ‫و‬ ‫ﮐﺎﭘﻼن‬ ‫ي‬ ‫ﮔﻔﺘﻪ‬ ‫ﺑﺮ‬ ‫ﺗﺎﮐﯿﺪي‬ ‫ﺻﺮﻓﺎ‬ ‫ﻧﻪ‬ ‫ﯾﺎﻓﺘﻪ‬ ‫اﯾﻦ‬
‫اﺟﺮاي‬ ‫در‬ ‫ﮐﻠﯿﺪي‬ ‫ﻓﺎﮐﺘﻮر‬ ‫ﯾﮏ‬ ‫ارﺷﺪ‬ ‫ﻣﺪﯾﺮﯾﺖ‬ ‫ﺣﻤﺎﯾﺖ‬BSC‫ﻣـﺪﯾﺮﯾﺖ‬ ‫ﺣﻤﺎﯾﺖ‬ ‫ﮐﻪ‬ ‫ﻧﻈﺮ‬ ‫اﯾﻦ‬ ‫از‬ ‫ﺑﻠﮑﻪ‬ ‫ﺑﺎﺷﺪ‬ ‫ﻧﻤﯽ‬ ،‫اﺳﺖ‬
‫ا‬ ‫ﻫﺮﯾﮏ‬ ‫اﺟﺮاي‬ ‫ﺑﺮاي‬ ‫ﺿﺮوري‬ ‫ﻓﺎﮐﺘﻮري‬ ‫ارﺷﺪ‬‫ﻫﺎي‬ ‫ﻣﺸﺨﺼﻪ‬ ‫ز‬BSC‫اﯾﻦ‬ ‫ﺗﺤﻘﯿﻖ‬ ‫ادﺑﯿﺎت‬ ‫ﺑﺪﻧﻪ‬ ‫ﺑﻪ‬ ‫ﺟﺪﯾﺪي‬ ‫ﺑﺨﺶ‬ ،‫اﺳﺖ‬
‫اﻓﺰاﯾﺪ‬ ‫ﻣﯽ‬ ‫ﺣﻮزه‬.
‫دﯾﮕﺮ‬ ‫ﺳﻮﯾﯽ‬ ‫از‬‫ﻫﺎي‬ ‫ﻣﺸﺨﺼﻪ‬ ‫از‬ ‫ﻫﺮﯾﮏ‬BSC‫ﻣﻌﻨﺎداري‬ ‫ﺳﻄﺢ‬ ‫در‬ ،‫ﺷﺪه‬ ‫ﻣﺸﺎﻫﺪه‬ ‫ﻣﻨﺎﻓﻊ‬ ‫اﺑﻌﺎد‬ ‫از‬ ‫ﻫﺮﯾﮏ‬ ‫ﺑﺎ‬0.01‫ﺑـﺎ‬ ‫و‬
‫دارد‬ ‫ﻣﻌﻨﺎداري‬ ‫و‬ ‫ﻣﺜﺒﺖ‬ ‫ارﺗﺒﺎط‬ ، ‫ﺷﺮاﯾﻂ‬ ‫ﺳﺎﯾﺮ‬ ‫ﺛﺒﺎت‬ ‫ﻓﺮض‬.‫ﮐـﻪ‬ ‫دﻫﺪ‬ ‫ﻣﯽ‬ ‫ﻧﺸﺎن‬ ‫ﺧﺎص‬ ‫ﻃﻮر‬ ‫ﺑﻪ‬ ‫ﻣﻄﺎﻟﻌﻪ‬ ‫اﯾﻦ‬‫از‬ ‫ﻫﺮﯾـﮏ‬
‫ﻫﺎي‬ ‫ﻣﺸﺨﺼﻪ‬BSC‫اﻧﺪ‬ ‫ﮐﺮده‬ ‫اﯾﺠﺎد‬ ‫ارﺗﺒﺎﻃﺎت‬ ‫و‬ ‫ﮐﻨﺘﺮل‬ ،‫رﯾﺰي‬ ‫ﺑﺮﻧﺎﻣﻪ‬ ‫اﺑﻌﺎد‬ ‫در‬ ‫ﻣﻨﺎﻓﻌﯽ‬.BSC‫آوري‬ ‫ﺟﻤﻊ‬ ‫ﺑﻪ‬ ‫ﺗﻨﻬﺎ‬ ‫ﻧﻪ‬
‫از‬ ‫ﻫﻤﭽﻨﯿﻦ‬ ‫ﺑﻠﮑﻪ‬ ،‫ﮐﻨﻨﺪ‬ ‫اداره‬ ‫را‬ ‫ﺗﺠﺎرت‬ ‫ﻣﻨﺎﺳﺒﯽ‬ ‫ﻃﻮر‬ ‫ﺑﻪ‬ ‫ﺗﺎ‬ ‫ﮐﻨﺪ‬ ‫ﻣﯽ‬ ‫ﮐﻤﮏ‬ ‫ﮔﯿﺮﻧﺪﮔﺎن‬ ‫ﺗﺼﻤﯿﻢ‬ ‫ﺑﺮاي‬ ‫ﻣﺮﺑﻮط‬ ‫اﻃﻼﻋﺎت‬
‫ﮔﺰارش‬ ‫و‬ ‫اﺳﺘﺮاﺗﮋﯾﮏ‬ ‫اﻫﺪاف‬ ‫ﺗﺪوﯾﻦ‬ ‫ﻣﺎﻧﻨﺪ‬ ‫ﻫﺎﯾﯽ‬ ‫راه‬‫دﻫﯽ‬‫ﮐﻨﺘﺮﻟﯽ‬ ‫ﻫﺎي‬ ‫ﺳﯿﺴﺘﻢ‬ ،‫ﮔﻮﻧﺎﮔﻮن‬ ‫اﻃﻼﻋﺎت‬ ‫درﻣﻮرد‬ ‫ﻣﻮﻗﻊ‬ ‫ﺑﻪ‬
‫ﮐﻨﺪ‬ ‫ﻣﯽ‬ ‫ﺗﻘﻮﯾﺖ‬ ‫را‬.‫ﻫﻤﭽﻨﯿﻦ‬BSC‫ﮐﻨـﺪ‬ ‫ﻣﯽ‬ ‫ﺗﺴﻬﯿﻞ‬ ‫ﺑﯿﺮوﻧﯽ‬ ‫و‬ ‫داﺧﻠﯽ‬ ‫ﮐﺎرﺑﺮان‬ ‫ﺑﺮاي‬ ‫را‬ ‫ارﺗﺒﺎﻃﯽ‬ ‫ﻫﺎي‬ ‫ﺳﯿﺴﺘﻢ‬.‫اﯾـﻦ‬
‫اﺟﺮاي‬ ‫ﻣﺰاﯾﺎي‬ ‫از‬ ‫اﺳﺖ‬ ‫ﺣﻤﺎﯾﺘﯽ‬ ‫اﯾﻨﮑﻪ‬ ‫ﺑﺮ‬ ‫ﻋﻼوه‬ ‫ﻣﻮﺿﻮع‬BSC‫ﻫـﺎي‬ ‫ﻣﺸﺨﺼـﻪ‬ ‫از‬ ‫ﻫﺮﯾـﮏ‬ ‫اﯾﻨﮑـﻪ‬ ‫ﺑـﻪ‬ ‫اﺷﺎره‬ ‫ﺑﺎ‬ ،BSC
‫ﮐﻨﺪ‬ ‫ﻣﯽ‬ ‫اﺿﺎﻓﻪ‬ ‫ﺣﻮزه‬ ‫اﯾﻦ‬ ‫ﺗﺤﻘﯿﻘﺎﺗﯽ‬ ‫ﮐﺎرﻫﺎي‬ ‫ﺑﻪ‬ ‫ﺟﺪﯾﺪي‬ ‫،ﺑﺨﺶ‬ ‫ﻫﺴﺘﻨﺪ‬ ‫ﻣﻨﺎﻓﻌﯽ‬ ‫ﭼﻨﯿﻦ‬ ‫داراي‬.

12. ‫ﮔﯿﺮي‬ ‫ﻧﺘﯿﺠﻪ‬
‫ﻫﺎي‬ ‫ﻣﺸﺨﺼﻪ‬ ‫از‬ ‫ﻫﺮﯾﮏ‬ ‫ﮐﺎﺑﺮد‬ ‫ﻣﻘﺎﻟﻪ‬ ‫اﯾﻦ‬BSC‫ﮐﻨﻨـﺪه‬ ‫ﺗﻌﯿﯿﻦ‬ ‫و‬ ‫ﻣﺜﺒﺖ‬ ‫اﻫﻤﯿﺖ‬ ‫ﺑﺎ‬ ‫ﺗﺎﺛﯿﺮات‬ ‫و‬ ‫داد‬ ‫ﻗﺮار‬ ‫ﻣﻄﺎﻟﻌﻪ‬ ‫ﻣﻮرد‬ ‫را‬
‫اﺟﺮاي‬ ‫ي‬BSC‫ﮐﺮد‬ ‫آﺷﮑﺎر‬ ‫ﻣﺨﺘﻠﻒ‬ ‫اﺑﻌﺎد‬ ‫در‬ ‫را‬.‫ﻣ‬ ‫ﺑﺮ‬ ،‫ﺧﺎص‬ ‫ﻃﻮر‬ ‫ﺑﻪ‬ ‫ﭘﮋوﻫﺶ‬ ‫اﯾﻦ‬‫ﺒﻨﺎي‬65، ‫ﺷﺪه‬ ‫درﯾﺎﻓﺖ‬ ‫ﭘﺮﺳﺸﻨﺎﻣﻪ‬
‫ﻫﺎي‬ ‫ﻣﺸﺨﺼﻪ‬ ‫از‬ ‫ﻫﺮﯾﮏ‬ ‫از‬ ‫ﻧﻤﻮﻧﻪ‬ ‫ﻫﺎي‬ ‫ﺷﺮﮐﺖ‬ ‫از‬ ‫ﻫﺮﯾﮏ‬ ‫ي‬ ‫اﺳﺘﻔﺎده‬ ‫ﻣﯿﺰان‬BSC‫ﮐﺮد‬ ‫آزﻣﻮن‬ ‫را‬.‫ﺗﻌﯿﯿﻦ‬ ‫ﻣﻄﺎﻟﻌﻪ‬ ‫ﺑﺮاي‬
‫ﮐﻨﻨﺪه‬4
‫ﻫﺮﯾﮏ‬ ‫اﺟﺮاي‬ ‫در‬ ‫ﮐﻠﯿﺪي‬ ‫و‬ ‫ﻣﻮﺛﺮ‬ ‫ﻓﺎﮐﺘﻮر‬ ‫ﯾﮏ‬ ‫ارﺷﺪ‬ ‫ﻣﺪﯾﺮﯾﺖ‬ ‫ﺣﻤﺎﯾﺖ‬ ‫ﮐﻪ‬ ‫داد‬ ‫ﻧﺸﺎن‬ ‫رﮔﺮﺳﯿﻮن‬ ‫ﺗﺤﻠﯿﻞ‬ ‫ﻧﺘﺎﯾﺞ‬ ،
‫ﻫﺎي‬ ‫ﻣﺸﺨﺼﻪ‬ ‫از‬BSC‫اﺳﺖ‬.‫ﻫﺎ‬ ‫ﯾﺎﻓﺘﻪ‬ ‫اﯾﻦ‬‫ارﺷـﺪ‬ ‫ﻣـﺪﯾﺮﯾﺖ‬ ‫ﺣﻤﺎﯾـﺖ‬ ‫ي‬ ‫ﮐﻨﻨـﺪه‬ ‫ﺗﺴـﻬﯿﻞ‬ ‫ﻧﻘﺶ‬ ‫درﻣﻮرد‬ ‫راﯾﺞ‬ ‫ﺑﺎور‬‫در‬
‫اﺟﺮاي‬BSC‫ﻫـﺎي‬ ‫ﻣﺸﺨﺼﻪ‬ ‫از‬ ‫ﻫﺮﯾﮏ‬ ‫اﺟﺮاي‬ ‫در‬ ‫ﻧﻘﺶ‬ ‫اﯾﻦ‬ ‫ﺑﻪ‬ ‫ﺧﺎص‬ ‫ﻃﻮر‬ ‫ﺑﻪ‬ ‫و‬ ‫ﮐﻨﺪ‬ ‫ﻣﯽ‬ ‫ﺗﻘﻮﯾﺖ‬ ‫را‬BSC‫ﻣـﯽ‬ ‫اﺷـﺎره‬
‫ﮐﻨﺪ‬.‫ﻋﻼوه‬ ‫ﺑﻪ‬‫ﺣﺎﮐﯽ‬ ‫ﻧﺘﺎﯾﺞ‬‫ﻗﺮار‬ ‫ﺑﺮرﺳﯽ‬ ‫ﻣﻮرد‬ ‫رﮔﺮﺳﯿﻮن‬ ‫ﺗﺤﻠﯿﻞ‬ ‫از‬‫ﮐﻪ‬ ‫داد‬ ‫ﻧﺸﺎن‬ ‫ﮔﺮﻓﺘﻪ‬‫ﻫـﺎي‬ ‫ﻣﺸﺨﺼـﻪ‬ ‫ﺗﻤﺎم‬BSC،
‫اﻧـﺪ‬ ‫ﺑـﻮده‬ ‫ارﺗﺒﺎﻃـﺎت‬ ‫و‬ ‫ﮐﻨﺘﺮل‬ ،‫رﯾﺰي‬ ‫ﺑﺮﻧﺎﻣﻪ‬ ،‫ﮐﻠﯽ‬ ‫ﻣﻨﺎﻓﻊ‬ ‫ازﺟﻤﻠﻪ‬ ‫ﻣﺨﺘﻠﻒ‬ ‫اﺑﻌﺎد‬ ‫در‬ ‫ﺷﺪه‬ ‫ﻣﺸﺎﻫﺪه‬ ‫ﻣﺰاﯾﺎي‬ ‫ﻣﻨﺒﻊ‬.‫اﯾـﻦ‬
‫ﮐﻪ‬ ‫ﮐﻨﺪ‬ ‫ﻣﯽ‬ ‫ﺗﺮﻏﯿﺐ‬ ‫را‬ ‫ﻫﺎ‬ ‫ﺷﺮﮐﺖ‬ ‫ﻫﺎ‬ ‫ﯾﺎﻓﺘﻪ‬BSC‫اﺟـﺮاي‬ ‫ﮐـﻪ‬ ‫اﺳـﺖ‬ ‫ﺷﺪه‬ ‫اﺛﺒﺎت‬ ‫ﻣﻄﺎﻟﻌﻪ‬ ‫اﯾﻦ‬ ‫در‬ ‫زﯾﺮا‬ ‫ﮔﯿﺮﻧﺪ‬ ‫ﮐﺎر‬ ‫ﺑﻪ‬ ‫را‬
‫ﻫﺎي‬ ‫ﻣﺸﺨﺼﻪ‬ ‫از‬ ‫ﯾﮑﯽ‬ ‫ﺻﺮﻓﺎ‬BSC‫ﻣـﯽ‬ ‫ﺑﻬﺒـﻮد‬ ‫را‬ ‫ﺳﺎزﻣﺎن‬ ‫ﻋﻤﻠﮑﺮد‬ ‫ﻧﯿﺰ‬‫ﺑﺨﺸـﺪ‬.‫ﮐـﺎرﺑﺮد‬ ،‫ﻋـﻼوه‬ ‫ﺑـﻪ‬BSC‫ﺳـﻄﺢ‬ ‫در‬
‫ﺷﺪ‬ ‫ﺑﺮرﺳﯽ‬ ،‫ﺗﺠﺎري‬ ‫واﺣﺪﻫﺎي‬ ‫ﺳﻄﺢ‬ ‫ﻧﻪ‬ ‫و‬ ،‫ﺳﺎزﻣﺎن‬.‫ﺷﻮد‬ ‫ﺗﻔﺴﯿﺮ‬ ‫اﺣﺘﯿﺎط‬ ‫ﺑﺎ‬ ‫ﺑﺎﯾﺪ‬ ‫ﻧﺘﺎﯾﺞ‬ ‫ﺑﻨﺎﺑﺮاﯾﻦ‬.، ‫آﺗـﯽ‬ ‫ﻣﻄﺎﻟﻌـﺎت‬ ‫در‬
‫اﺟﺮاي‬ ‫ﮐﻤﯽ‬ ‫و‬ ‫ﮐﻨﻨﺪه‬ ‫ﺗﻌﯿﯿﻦ‬ ‫اﺛﺮات‬ ‫ﺳﺎﯾﺮ‬BSC‫ﻫﺎي‬ ‫ﻣﺸﺨﺼﻪ‬ ‫از‬ ‫ﻫﺮﯾﮏ‬ ‫ﺑﺮ‬ ‫ﺑﯿﺸﺘﺮي‬ ‫ﺗﺎﮐﯿﺪ‬ ‫ﺑﺎ‬ ‫ﺑﺎﯾﺪ‬BSC‫ﺑﺮرﺳﯽ‬ ‫ﻣﻮرد‬
‫ﮔﯿﺮﻧﺪ‬ ‫ﻗﺮار‬.

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