ICT support for measuring customer metrics defined by the Balanced Scorecard method

ICT podpora pro měření zákaznických ukazatelů definovaných metodou Balanced Scorecard

František Dařena

Acta Universitatis Agriculturae et Silviculturae Mendelianae Brunensis, 2006, vol. 54, issue 3, 19-26

Abstract: In the paper an approach to support of strategic management process using the Balanced Scorecard method is discussed. The main focus is primarily directed to the customer perspective as the most important determining factor of today's strategic management. The article suggests general framework for construction of individual performance indicators from this field independently on particular implementation of existing information system in the organization. Methods of gaining necessary information from organization's database and from organization's environment using customer research are considered.

Keywords: Balanced Scorecard; customer metrics; strategic management support (search for similar items in EconPapers)
Date: 2006
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Persistent link: https://EconPapers.repec.org/RePEc:mup:actaun:actaun_2006054030019

DOI: 10.11118/actaun200654030019

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