Tato práce si klade za cíl seznámit studenty i profesionály z oblasti IT o čem disciplína Service Management (SM) a proces Service Level Management (SLM) je v prostředí korporátní společnosti. Práce obsahuje příklady různých SLM nástrojů a metod, které jsou skutečně používány (například v manažerském nástroji typu Balanced Scorecard). Zvláštní důraz je kladen na překážky, jež mohou nastat a jak je překonat. Tak jako každá zkušenost toto je pouze jeden z přístupů k SLM, ale pokud přispěje k lepšímu osvícení čtenáře, pak splnila svůj cíl. K dosažení těchto záměrů využívám svých dvou a půl letých zkušeností z práce na projektech ve společnosti DHL a ostatních zdrojů popisujících teoretickou rovinu. První část mé diplomové práce poskytuje teoretickou znalost problematiky, druhá část pak převádí tyto znalosti do podnikové praxe.

This diploma thesis deals with implementation of key performance indicators by means of Balanced Scorecard in a selected manufacturing company. The aim of the thesis is to design a strategic map and propose key performance indicators based on Balanced Scorecard system which will lead to improved management of the company. Afterwards the outputs of the designed Balanced Scorecard are used for implementation of an initial Business Intelligence solution using currently available data of the company. The thesis is divided into theoretical part, which is introduced by research of available literature. Next the author describes approaches to business performance measurement, Balanced Scorecard itself and key performance indicators. In the practical part, the author performs a strategic analysis of the company and designs the Balanced Scorecard with key performance indicators for the company. In the second part of the practical part, implementation of the initial Business Intelligence solution in Qlikview application is described.

Goal of thesis is to design a corporate performance monitoring and controlling system which will allow implementation of corporate vision and strategy. Thesis focuses on selected company which specializes on development and implementation of web platforms. Method utilized to design corporate performance monitoring and controlling system is Balanced Scorecard. Strategy has been analysed using PESTLE and SWOT analysis. Structure and operations have been thoroughly analysed, as well as financial stability of the company. Strategy has been organized and linked with causal relations in a strategic map. Financial analysis of company has been utilized to verify availability of funding required for implementation of the Balanced Scorecard concept.

This thesis discusses the topic of Corporate performance management and focuses on Balanced Scorecard method. In the theoretical part are described theoretic backgrounds of this method and fields related to the method. The practical part is based on the theoretical part and it is a result of cooperation with the consulting company Ambica. Balanced Scorecard method is thanks to its universality very popular tool of Corporate performance management which is usable in almost all types of organizations. Due to universality there is no single procedure how to implement BSC within an organization and also no supporting software exists. The aim of this thesis is to create a design procedure BSC and compile a list of functional properties of new Ambica's BSC software.

The aim of my thesis is to critically evaluate the set of management tools used in the student organization AIESEC Praha. The issues discussed are the organization's mission and strategic management, especially using the system of Balanced Scorecard. Furthermore, terms of critical success factors and key performance indicators are defined and are being investigated in various stages of development of the strategic map of Balanced Scorecard of AIESEC Praha, with emphasis on their annual change, consistency and coherence with other instruments of the organization, its internal development and the development of the external environment. In conclusion I describe a draft of qualitatively better system of management tools of AIESEC Praha with regard to described objectives. Emphasis is also placed on the conditions of usage of the system of management tools and the factors that influence its further development.

The Balanced Scorecard (BSC), developed by Robert S. Kaplan and David P. Norton in the early 1990s, is a powerful management tool for assisting an organization to focus on its strategy and establish and track performance against objectives in pursuit of that strategy. There have been many examples of successful implementations of the BSC. However, the literature indicates that the vast majority of BSC implementations fail. It is proposed that organizational culture is a mediating factor which contributes to success or failure in BSC implementations. Further, organizational learning, a driving force behind successful BSC implementations, is mediated by organizational culture as well. This dissertation reports on an empirical study to investigate the relationship between organizational culture and Balanced Scorecard effectiveness. This study involved collecting survey data from employees working in the various departments of a large County government organization. The survey instrument employed included a self-assessment for BSC effectiveness as well as an organizational culture assessment based on the Denison Organizational Culture Survey Instrument (OCSI). Organizational Learning was measured by the Organizational Learning index included in the OSCSI. The survey results show that each of the four organizational traits - Involvement, Consistency, Adaptability, and Mission - as measured by the Denison OCSI are significantly related to BSC effectiveness. Similarly, organizational learning, as measured by the Organizational Learning index, is significantly related to BSC effectiveness. Accordingly, it is concluded that an interrelationship among organizational culture, organizational learning, and BSC effectiveness exists.

This Master´s thesis deals with the controlling utilization in concrete company. Diploma work specifies definition of controlling and its place in management system in the theoretical part. Next chapter analyses situation in the company and defines the problems. The aim of the Master´s thesis is suggestion of solving these problems. Balanced Scorecard is used on the determinate problem of strategic controlling. Then in the thesis is recommended creation of financial analysis and system of financial indicators.

The purpose of this study is to determine whether the Balanced Scorecard provides guidance to managerial decision making in Company M. The impetus for this study came from the observations within Company M which is in the process of completing a restructuring programme. Several areas have already completed the transition. Performance measurement has become a crucial factor under the new structure and managers are making use of the Balanced Scorecard to evaluate performance, this begs the question: “ Does the Balanced Scorecard provide effective guidance to managerial decision making? “ To facilitate an objective and effective analysis of the proposed research an extensive literature review was conducted. The Balanced Scorecard is defined, the evolution of the Balanced Scorecard was observed and the preference for the uses of the Balanced Scorecard was examined in detail. This should provide a fair overview of the functionality of the Balanced Scorecard and the intended purpose it was designed to fulfil. However the literature review does not look at any specific company in detail therefore in order to investigate further from the findings of the literature review an empirical study was conducted. The research method used in the research design was a case study; the results were both structured and quantitative. The case study is purely focused on the management and operating activities of a single company (Company M). Therefore the results of the practical research should not be associated with any other company. From a theoretical perspective, the research was conducted in the form of a desktop analysis of literature content ranging from: case studies, existing research papers and published articles. For the empirical study a survey was used to gather information by the distribution and completion of a questionnaire to individuals at all levels of management within the company. / Dissertation (MCom)--University of Pretoria, 2013. / gm2014 / Financial Management / unrestricted

This dissertation provides results of three studies, which examine the utilization of organizational performance measurement systems. Evidence gathered in the first study provides insight into the number of perspectives or components found in the evaluation of an organization's performance and the relative weight placed on those components. The evidence suggests that the number of performance measurement components and their relative composition is situational. Components depend heavily on the strategies selected by the organization. Bottom-line financial measures like return on invested capital and net profit, while perceived as more important than their nonfinancial counterparts, were not part of the extracted components suggesting that they were viewed as outcomes to be achieved by controlling key nonfinancial measures. The second study examines potential cognitive difficulties inherent in the use of performance measurement systems. Results suggest that whether performance was better than target, worse than target, or equal to target does not affect the perceived importance of the measures. Results also suggest an emphasis on historical financial measures and a lack of emphasis on more forward-looking nonfinancial measures. In addition, there is evidence of a halo effect in that an organization's performance on financial measures appears to influence an individual's perception of the organization's performance on nonfinancial measures. The third study uses structural equation modeling and other related procedures to examine the relationships surrounding an executive's use of performance measurement information. Results suggest that a personality characteristic of executives, specifically their intolerance of ambiguity, affects the amount of information perceived to be important in a performance measurement system. The results further suggest that the amount of information perceived to be important affects the evaluation of organizational performance with perceived risk serving as a mediating variable. Overall, these three studies add to our knowledge of organizational performance measurement system utilization by examining the relative weightings of performance measures, the judgmental effects from utilization of performance measurement systems, and the impact of intolerance of ambiguity on the importance of performance measurement data. In addition, this dissertation examines the link between performance measurement data and the perception of risk in the evaluation of organizational performance. / Ph. D.

Cette thèse s'intéresse aux incubateurs, des structures offrant une aide au démarrage aux créateurs d'entreprise. Cette aide repose sur de multiples services qui rendent complexe l'activité d'accompagnement entrepreneurial. Cette complexité est exacerbée par une importante diversité des incubateurs. Il en résulte des difficultés à définir une mesure pertinente de leur performance. La question de l'adaptation ou non de cette mesure se pose avec insistance. Pour y répondre, la théorie des configurations est mobilisée. Elle permet l'identification de cinq configurations idéales d'incubateur. Il est proposé d'utiliser le balanced scorecard pour adapter la mesure de la performance à chacune de ces cinq configurations idéales. Cette proposition est vérifiée par le biais d'une démarche de recherche-intervention reposant sur deux étapes. La première correspond à une étude quantitative qui analyse la pertinence du balanced scorecard dans ce contexte spécifique à partir d'un questionnaire en ligne auprès de 109 responsables d'incubateur. Les données collectées font l'objet d'une analyse descriptive. Il en ressort un modèle général de balanced scorecard. La seconde étape consiste en une expérimentation de ce modèle général au sein de cinq incubateurs. Chacun d'eux se rapproche d'une configuration idéale différente. Cette expérimentation confirme la pertinence du balanced scorecard dans le contexte étudié. L'outil permet une mesure plus pertinente, car plus équilibrée. Il fournit une information sélectionnée et synthétisée. L'expérimentation confirme aussi qu'un même modèle général de balanced scorecard ne peut être utilisé à l'identique dans différentes configurations d'incubateur. Une adaptation est systématiquement nécessaire. Cette thèse montre que chaque configuration d'incubateur entraine des indicateurs spécifiques qui s'ajoutent à des indicateurs génériques pour permettre une mesure pertinente de la performance. / This dissertation focuses on incubators, which are structures designed to support entrepreneurs by offering an array of resources and services that additionally complicate the business support activity. The complexity is amplified by a high variety of incubators, resulting in the difficulty of defining an appropriate performance measurement. The issue of adaptation or not of this measurement is thereupon constantly questioned. In response, the configurational approach is taken into account and allows to identify five ideal incubator configurations. It is suggested to use the balanced scorecard to accommodate the performance measurement to every single of these five ideal configurations. This suggestion is verified through a procedure of research-intervention based on two stages. The first stage involves a quantitative study analyzing the relevance of the balanced scorecard in this specific context, arising out of an online survey answered by 109 incubator managers. The collected data is subject of a descriptive analysis, in order to obtain a general framework of the balanced scorecard. The second stage consists in an experiment of this generic framework within five incubators. Each of them approaches a different ideal configuration. This experiment confirms the importance of the balanced scorecard in our research context. This tool furnishes a more reliable and stable measurement as a result of a selected and synthesized information. However, this experiment proves that an exemplary model of the balanced scorecard cannot be used in the different incubator configurations : an adaptation is consistently needed. This dissertation demonstrates that each incubator configuration implies specific as well as generic indicators, in order to supply a proper performance measurement.