Evaluating information technology implementation success factors using a balanced scorecard

Abstract

Today, the introduction of Information Technology (IT) has helped companies to flourish. The Balanced Scorecard (BSc) model has been adopted by many leading companies and organizations to measure their business performance and has appeared as a decision support tool at the strategic management level. This paper aims to evaluate the success of implementing Information Technology (IT) for improving the company’s business performance using a BSC model. The study employs the quantitative method whereby an online survey has been distributed among managers in a few companies. The respondents were required to give a response regarding the requirement of implementing IT in the business processes involved in their companies. They were asked a series of questions regarding the four perspectives of BSc which are financial, customers, internal business processes, and learning and growth. By analyzing the respondents’ responses obtained through the online survey, it can be observed that implementing IT does help in improving the company’s business performance and operational efficiency. The findings show that BSc could assist managers to focus on the company’s organizational strategy if it is implemented properly and correctly, and take a balanced view across a range of performance measures