Enhanced balanced scorecard framework for performance evaluation of universities

Abstract

This paper aims to develop an enhanced framework to evaluate the performance of universities based on the balanced scorecard (BSC). The BSC framework could not make comprehensive attention to the key stakeholders, such as employees and natural environment. Moreover, it has some scarcity on a methodological basis. Multi-criteria decision-making techniques (MCDM), therefore has been chosen to achieve more realistic results from implementing BSC. In this research both qualitative and quantitative research methods are used. In the qualitative part, the data will be collected by interviewing with experts and then they are analysed with NVIVO software. In the quantitative part, twenty-seven measures of performance were recognised through expert questionnaires and the fuzzy Delphi method (FDM). Further, the relative weights of the selected measures are determined via TOPSIS technique. The result indicates that, 'environment' perspective has the highest rank in comparison with other perspectives.