Developing a Framework for Balanced Score Card Performance Measurement: A Case study of the Ministry of Commerce Staff

Abstract

The Ministry of Commerce as the organization in charge of commerce section over the country, from the establishment until now, due to the economical, political, and social conditions, has encountered numerous changes in organizational structure, human resource development, research-based institutionalization and decision-making, administrative processes improvement. This article with the purpose of change management, tries to extract the critical success factors of the Ministry of Commerce staff through Fuzzy Delphi method for the first time and develops the balanced score card and finally tests the interplay of aspects by means of fit test. This framework includes four perspectives of "enhancing commercial processes", "staff beneficiaries", "staff processes", and "staff human resources and covers 56 critical success factors of the Ministry of Commerce staff. In addition, according to the involvement of mission strategy and responsibilities of the Ministry of Commerce staff departments in developing the framework, it can be used to evaluate the degree of meeting the vision goals and the development programs of the Ministry of Commerce.

Keywords

• ministry of commerce
• balanced score card (bsc)
• critical success factors (csfs)
• fuzzy delphi