A balanced scorecard model for the performance measurement of enterprise resource planning imlementation

Thesis Type: Postgraduate

Institution Of The Thesis: Middle East Technical University, Faculty of Economic and Administrative Sciences, Department of Business Administration, Turkey

Approval Date: 2006

Thesis Language: English

Student: Ayşe Gül Arık



In this study, the applicability of the Balanced Scorecard Framework, developed by Robert S. Kaplan and David P. Norton in 1992 for measuring performance at the organizational level or the business unit level, to performance measurement during the implementation phase of Enterprise Resource Planning (ERP) systems is investigated. A model based on the Balanced Scorecard Framework is presented with sample indicators for each of the four perspectives -Financial Perspective, Customer Perspective, Internal Business Perspective and Innovation and Learning Perspective- proposed in the original framework. The indicators for measuring ERP implementation success are derived from a comprehensive literature survey. Furthermore, a software tool is developed to operationalize the proposed balanced scorecard model. The model and the software tool demonstrate the applicability of the Balanced Scorecard Framework for monitoring and measuring performance during the implementation phase of ERP systems; that is, the relevance of the Balanced Scorecard Framework at the project level.