Implementation and performance evaluation using the fuzzy network balanced scorecard

The balanced scorecard (BSC) is a multi-criteria evaluation concept that highlights the importance of performance measurement. However, although there is an abundance of literature on the BSC framework, there is a scarcity of literature regarding how the framework with dependence and interactive relationships should be properly implemented in uncertainty. This study proposes a hybrid approach: the analytic network process (ANP) is used to analyze the dependence aspects, the decision-making trial and evaluation laboratory (DEMATEL) is used to deal with the interactive criteria, and the fuzzy set theory is used to evaluate the uncertainty. The four BSC aspects and 22 criteria are evaluated for a private university of science and technology in Taiwan. The results show that student acquisition is the most influential and weighty criterion, and the annual growth in revenue is the most effective criterion. Managerial implications are also discussed, and concluding remarks are made.