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AbstractIn 1992 Kaplan and Norton developed the balanced scorecard framework which has become one of the most influencal performance measurement systems available This concept has been successfully adopted by various businesses to overcome the shortcomings of classical performance evaluation tools This paper addresses the design and implementation of a balanced scorecard for an internal service organisation where specific characteristics of the support team are analysed beforehand in order to develop a suitable performance measurement system 1 IntroductionThis opening section will focus on introducing the topic of design and implementation of a balanced scorecard along with the objectives of the analyses conducted TopicAlthough it has been in existence for over a century performance measurement remains a huge topic in todays society and its popularity has soared even more since the 1980s Parker 2000 The importance of measuring the efficiency and effectiveness of a business organisation have been recognised in various articles and documentations Early attempts to measure performance date back to medival times Johnson 1981 and as a result of the historical evolution of the business environment evaluation systems have altered significantly A detailed literature review in chapter 2 addresses the development of performance measurement systems and the balanced scorecard framework stands out as one of the most influential concepts of the last century This fresh approach invented by Kaplan and Norton 1992 changed the industry in the 1990s In addition other frameworks addressing the shortcomings of classical performance measurement systems have had an impact as well Neely 1999 mentions in his study about the revolution of evaluation systems that the growing popularity lead to the publication of 3612 articles on performance measurement between 1994 and 1996The early performance measurement systems were mainly based on accounting figures However in more recent times industries have opted for evalulation methods both in the public sectors and service help desks Latter organisations are affected specifically by the fierce market conditions that resulted from the latest economic recession of
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