文章基本信息

标题：Performance measurement of administration services using balance scorecard and Kano model
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作者：Abolfazl Danaei ; Mohammad Hemmati ; Marziye Mardani 等
期刊名称：Management Science Letters
印刷版ISSN：1923-9335
电子版ISSN：1923-9343
出版年度：2014
卷号：4
期号：4
页码：703-706
DOI：10.5267/j.msl.2014.2.022
出版社：Growing Science
摘要：This paper performs a survey to measure the performance of an administration unit in Iran based on a popular technique of balance scorecard. The study also uses Kano model to prioritize various factors and to provide necessary recommendation to improve the performance of different units. The survey has indicated that while these offices do well in terms of financial figures as well as customer perspective, they perform poorly in terms of learning and growth. According to our survey, it is essential to use information technology in general service offices, properly. In addition, these administrative agencies need to use hardware and software packages, more efficiently and these two basic items have received much attraction.
关键词：Balance scorecard; Administration offices; BSC; Kano model