Det traditionella sättet att mäta resultat på är inte längre tillräckligt för olika verksamheter och det balanserade styrkortet är ett exempel på en möjlig lösning på problemet. Försäkringskassan är ett exempel på en verksamhet där det balanserade styrkortet fungerar bra.  Är balanserat styrkort en tillämpningsbar metod för organisationer utan vinstsyfte? Denna studie ämnat att ge läsaren en beskrivning av hur balanserat styrkort kan användas i organisationen utan vinstsyfte.  En fallstudie har genomförts på Försäkringskassan med hjälp av fyra intervjuer. Utgångspunkten har legat i en deduktiv och kvalitativ undersökningsmetod. Information till uppsatsen har samlats in både från primär och sekundärdata. Under implementeringsprocessen av det balanserade styrkortet är diskussion viktig för att förståelse ska skapas. Syftet med det styrkort som Länsförsäkringskassan implementerade var att skapa en gemensam styrning. Tre viktiga delar kräver mycket fokus vid användandet av balanserat styrkort. Delarnana är perspektiv, mål och mått samt uppföljning och utvärdering.  Försäkringskassan arbetar aktivt med det balanserade styrkortet. Styrkorna är att Försäkringskassan är bra på att göra uppföljningar och svagheterna är att långsiktiga mål saknas. Perspektiven i Försäkringskassans styrkort är anpassade efter deras verksamhet. Nationella försäkringscenter och Lokala försäkringscenter har liknande styrkort. En anledning till detta är att dessa avdelningar innan omorganiseringen arbetade avdelningarna tillsammans. Det balanserade styrkortet är ett välfungerande styrmedel i organisationer utan vinst syfte och då främst Försäkringskassan. Styrkortet fungerar som ett verktyg som ser till organisationens helhet snarare än enbart det finansiella. Balanserat styrkort är ett flexibelt verktyg som kan anpassas beroende på vilka behov den aktuella verksamheten har.

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This paper looks at Robert Kaplan and David Norton’s framework of the Balanced Scorecard (BSC) and strategy maps and their application to measuring performance at the level of the marketing business unit. It will begin by looking at the model itself and how it has evolved from solely being a performance measurement system to a strategic management system. It then applies this framework to the marketing function, which according to Peter Drucker, is one of the two main functions of business; the other being innovation. It also looks at the shortcomings of the traditional measurement systems for marketing – mostly financial measures as well as some newer methods such as marketing performance dashboards. It will also then address some of the shortcomings of the balanced scorecard framework when being applied to corporations.

The use of analytical techniques for fraud detection and the design of fraud detection systems have been topics of several research projects in the past and have seen varying degrees of success in their practical implementation. In particular, several authors regard the use of credit risk scorecards for fraud detection as a useful analytical detection tool. However, research on analytical fraud detection for the South African insurance industry is limited. Furthermore, real world restrictions like the availability and quality of data elements, highly unbalanced datasets, interpretability challenges with complex analytical techniques and the evolving nature of insurance fraud contribute to the on-going challenge of detecting fraud successfully. Insurance organisations face financial instability from a global recession, tighter regulatory requirements and consolidation of the industry, which implore the need for a practical and effective fraud strategy. Given the volumes of structured and unstructured data available in data warehouses of insurance organisations, it would be sensible for an effective fraud strategy to take into account data-driven methods and incorporate analytical techniques into an overall fraud risk assessment system. Having said that, the complexity of the analytical techniques, coupled with the effort required to prepare the data to support it, should be carefully considered as some studies found that less complex algorithms produce equal or better results. Furthermore, an over reliance on analytical models can underestimate the underlying risk, as observed with credit risk at financial institutions during the financial crisis. An attractive property of the structure of the probabilistic weights-of-evidence (WOE) formulation for risk scorecard construction is its ability to handle data issues like missing values, outliers and rare cases. It is also transparent and flexible in allowing the re-adjustment of the bins based on expert knowledge or other business considerations. The approach proposed in the study is to construct fraud risk scorecards at entity level that incorporate sets of intrinsic and relational risk factors to support a robust fraud risk assessment. The study investigates the application of an integrated Suspicious Activity Assessment System (SAAS) empirically using real-world South African insurance data. The first case study uses a data sample of short-term insurance claims data and the second a data sample of life insurance claims data. Both case studies show promising results. The contributions of the study are summarised as follows: The study identified several challenges with the use of an analytical approach to fraud detection within the context of the South African insurance industry. The study proposes the development of fraud risk scorecards based on WOE measures for diagnostic fraud detection, within the context of the South African insurance industry, and the consideration of alternative algorithms to determine split points. To improve the discriminatory performance of the fraud risk scorecards, the study evaluated the use of analytical techniques, such as text mining, to identify risk factors. In order to identify risk factors from large sets of data, the study suggests the careful consideration of both the types of information as well as the types of statistical techniques in a fraud detection system. The types of information refer to the categories of input data available for analysis, translated into risk factors, and the types of statistical techniques refer to the constraints and assumptions of the underlying statistical techniques. In addition, the study advocates the use of an entity-focused approach to fraud detection, given that fraudulent activity typically occurs at an entity or group of entities level. / PhD, Operational Research, North-West University, Vaal Triangle Campus, 2011

La tesis tiene por objetivo el desarrollo de un sistema de comercio electrónico basado en CRM y Balanced Scorecard, utilizando el lenguaje de programación .net para las aplicaciones de escritorio y php junto a html para la web, además del sistema gestor de base de datos MySQL, el software será implementado en una empresa comercial de localidad de Chiclayo y contemplara el área empresarial de la misma. Se analizará los costos de implementación en los que se incurrió, además de la velocidad procesamiento y análisis de la información en el sistema y en qué medida este ha cumplido con los requerimientos tecnológicos que tenía dicha empresa. El tema de tesis se justifica económicamente ya que se logrará una reducción en los gastos económicos de la empresa, se justifica científicamente debido a que este es un tema actual en el ámbito de la ciencias computacionales, así como también el ámbito empresarial, tecnológicamente es de gran importancia debido a que el sistema propuesto automatizará los principales procesos de negocios para reforzar la labor de los mismos, hecho que permitirá hacer eficiente el trabajo de la empresa objeto de estudio. Se hará uso de la metodología de desarrollo de software XP debido a que se considera es la adecuada, pues es un proyecto de desarrollo corto y por ende se debe optar por el uso de una metodología ágil. Se concluye, que la implementación de un sistema de comercio electrónico basado en CRM y BSC comprenden la integración de los diferentes sistemas empleados en la organización para registrar y analizar toda la información necesaria y así facilitar el proceso de toma de decisiones, además de servir como herramienta útil para suministrar con gran rapidez información precisa de diversas fuentes, al identificar problemas y oportunidades para que les permitan a la gerencia responder acertadamente a las necesidades en menor tiempo.

Healthcare organizations are moving towards the use of dashboards for presenting performance data and away from the use of balanced scorecards, but there is little research that addresses whether dashboards are better than balanced scorecards. This study gathers qualitative and quantitative data from interviews with decision makers, 6 directors and 10 managers, from a large healthcare organization. Decision makers were presented with the most commonly used graphic formalisms from both the dashboard and the balanced scorecard, which were a gauge and tabular format respectively. The presentation contained information about healthcare decision making scenarios. Neither of the formats affected the decision maker’s ultimate decision on whether to take action and for both display formats the decision maker requested more information than what was presented to them. However, it was found that the gauge format was perceived as being easier to understand, better supported decision making and that it contained more complete information. Overall, the analysis reveals that 94% of participants preferred the graphic formalisms from a dashboard to the graphic formalisms in the balanced scorecard. This study shows that decision makers prefer dashboards to balanced scorecards when comparing the most common graphic formalisms found in balanced scorecards (tabular format) and dashboards (gauge format). The results are consistent with a move towards greater use of dashboards in healthcare. Theoretical implications of the work are discussed. / Graduate / 769 / hjenning@uvic.ca

This thesis stems from my research into the broad area of (credit) scoring and the predicting, understanding and explaining of consumer behaviour. This research started at the Univers1ty of Edinburgh on an ESRC funded project in 1988. This work, which is being submitted as the partial fulfilment of the requirements for the award of Doctor of Philosophy of Loughborough Unvers1ty, consists of an introductory chapter and a selection of papers published 1991 - 2001 (inclusive). The papers address some of the key issues and areas of interest and concern arising from the rapidly evolving and expanding credit (card) market and the highly competitive nature of the credit industry. These features were particularly evident during the late 1980's and throughout the 90's Chapter One provides a general background to the research and outlines some of the key (practical) issues involved in building a (credit) scorecard Additionally, it provides a brief summary of each of the research papers appearing in full in Chapters 2- 9 (inclusive) and ends with some general limitations and conclusions. The research papers appearing in Chapters 2-9 inclusive) are all concerned with predicting, understanding and explaining different types of consumer behaviour in relation to the use of credit cards. For example discriminating between 'GOOD' and 'BAD' repayers of credit card debt on the basis of different definitions of good and bad, the identification of 'slow payers' using different statistical methods; examining the characteristics of credit card users and non-users, and identifying the characteristics of credit card holders most likely to return their credit card.

This thesis is broken into two parts. The first part, Chapters 1 - 7, focuses on work completed performing partial performance assessments in two case studies: the region of Peel in the Greater Toronto Area, and Tláhuac, Mexico. In both, pressure transients were monitored using high-speed sensors. The second part, Chapters 8 - 10, proposes a framework for performance assessments of water transmission and distribution systems, primarily applicable to analysis and operation yet useful in (re)design or additional design work as well. The framework is a synthesis of concepts ranging from fuzzy engineering to psychology and human factors, and will be of particular interest to larger, more sophisticated water utilities who may have a general understanding of their systems but lack specific insights in its operation and operational effectiveness. Careful consideration is given to not only the type of information and possible information fusion, but also details of necessary software and hardware, including possibilities for the system architecture.

This thesis is broken into two parts. The first part, Chapters 1 - 7, focuses on work completed performing partial performance assessments in two case studies: the region of Peel in the Greater Toronto Area, and Tláhuac, Mexico. In both, pressure transients were monitored using high-speed sensors. The second part, Chapters 8 - 10, proposes a framework for performance assessments of water transmission and distribution systems, primarily applicable to analysis and operation yet useful in (re)design or additional design work as well. The framework is a synthesis of concepts ranging from fuzzy engineering to psychology and human factors, and will be of particular interest to larger, more sophisticated water utilities who may have a general understanding of their systems but lack specific insights in its operation and operational effectiveness. Careful consideration is given to not only the type of information and possible information fusion, but also details of necessary software and hardware, including possibilities for the system architecture.

It can be stated that performance measurement is the foundation of performance management in any construction organisation. Traditional financial performance measurement is not capable of capturing the true performance of an organisation. Thus the results of such financial performance measurement can not be used by managers to derive future performance in their organisations. The balanced scorecard (BSC) performance measurement approach used in other industries has been proposed for construction, as it takes into account critical wider perspectives. However, the construction BSC consists of four perspectives that are highly suitable for construction industry, namely business development, stakeholder management, process management, and innovation and learning. The primary objective of the research is to develop a balanced scorecard framework for construction contractors and measure performance of contractors using that framework. The results of the questionnaire s urvey carried out and follow-up interviews conducted among 34 senior managers in Melbourne revealed that the above performance measurement framework is appropriate to use in a contracting organisation. The respondents perceive that the process management perspective measurement is more desirable than others. The stakeholder management perspective received moderate rating, while business development and innovation and learning perspectives both received average importance rating by the respondents. An actual performance measurement carried out on seven contractors in Melbourne to illustrate the use of the BSC performance as a strategic performance management tool in construction reveals the following: 1. Contractors' current performance levels in regard to process management and business development are moderately high, while stakeholder management and innovation and learning performance are perceived to be average. The contractors also perceive that performance in regard to stakeholder management is of higher significance for their business success, and 2. Performance with regard to managing employees and launching knowledge management initiatives was found to be low, so there is much room for improvement. Human resource management (HRM) is managing employees to develop and utilise their full potential in alignment with organisational objectives. It is recommended that contractors have to introduce new strategies for HRM. The HRM strategies should focus on recruitment, training and development activities of employees. Apart from HRM, the knowledge management (KM) also needs attention. The KM can be stated as effective use of available resources to increase the level of learning and innovation in the organisation. To enhance performance of KM contractors have to conduct project reviews on completion of every project and document useful information. This would enable managers to discuss company-wide performance at management meetings and further scrutinise this information. Having separate Balanced Scorecards for HRM and KM is expected to bring enormous advantages for a contracting company.