Develop a deeper understanding on the balanced scorecard benefits and challenges in this region in today’s ever changing and turbulent business environment.

A. Project overview

Project work is to be done in groups based on the number of students in this class. The team is expected to work together and each member is expected to make a significant contribution to the project. This project is an important requirement in this course and is worth 30% of the total grade.

More specifically, the purpose of this project is to allow students to develop a deeper understanding on the balanced scorecard benefits and challenges in this region in today’s ever changing and turbulent business environment. This project will enrich students’ knowledge and experience on this very important topic by tackling various theoretical and empirical assumptions, ideas, and facts.

Each team will pick a real company or more of their choice where accessibility to data and to research is a must. These companies could be local or multinational. List of background information about the company and the target sample should be provided using the questionnaire shown below at the end of the project guidelines.

Each team should use the provided questionnaire to survey at least 50 staff (managers or non-managers) at different levels. The hard copy of these interviews/survey transcripts along with the contact details of these managers should be provided to the instructor in the submission day.

B. Consider the following guidelines:

Formatting and Structuring
1. The project report should contain the following sections: A clear introduction about the practical importance of the topic to managers and organizations in the UAE in general and your company in particular.
2. A very recent and well cited literature review about the main components of your topic (The balanced Scorecard)
3. As for the third section of your report, it includes the methodology part that in turn includes (Sampling, Data collection, Analysis techniques)
4. Fourth section contains the results and the discussion of your findings
5. Fifth section is all about your recommendations for the participated companies.
6. Finally, the list of references (APA Style) and any other appendices.

While doing the project, you are kindly requested to care about the following criteria.
I. Clarity of purpose. Is the topic/problem/issue clearly laid out? Why is the topic/problem/issue relevant for study?
II. Thoroughness of research. Have the relevant sources of information been collected?
III. Have the relevant sources of information been researched and referenced?
IV. Style of presentation. Is the paper well written and persuasive? Does it effectively communicate its ideas to the reader?
V. Grasp of the subject. Is the paper a mere rephrasing of the material from other sources or, does it demonstrate the team’s grasp of the subject?
VI. References styling. The references should be in APA style. In addition, it is expected that the student uses the rule of (90:10:0) 90% research papers, 10% relevant text or references books, and 0% websites.

Length
The project should be typed (double-space), font size 12 times new roman and maximum of 2500 -5000 words. The project report should be clear and must provide an accurate reflection of the efforts put into the report.

Ethical Consideration
Each and every project must be plagiarism free. A proper citation must be in the body of the report and at the references list too. Therefore, the instructor will use the Turn-it-in software to trace any plagiarism.

Part 1 Background Information (Circle the correct number)
Gender is 1. Female 2. Male
Citizenship is 1. Local (UAE) 2. Non-Local
The size of my organization is: 1. Less than 20 employees 2. between 21 and 50 employees 3. between 51 and 100 4. between 101 and 500 5. Over 500
Age is 1. below 20 2. 20 to 30 3. above 30
Work experience with this organization is 1. below 5 2. 5 to 10 3. above 10
The company I am working with is 1. Governmental 2. Private 3. Semi Governmental 4. Free zone
My job level is: 1. Senior Management 2.Middle Management 3. Supervisory level 4. Employee
My department unit is: 1. IT 2. Finance 3.HRM 4. Customer Service 5. Operation 6. Administration
The industry my organization is in 1. Petro Chemicals 2. Construction/ Real estate 3. Transportation 4. Employment Business 5. Communication 6. Banking, Finance/insurance
7. Healthcare 8. Retail sales 9. Tourism/Hotel/ Restaurant 10. Automotive 11. Consumer products 12. Legal

Part 2: The Orientation toward Financial and Non- Financial Measures (Adapted from: Kaskey, V. L. (2008) (Circle the correct number)
Typically, the annual, semi-annual, quarterly or monthly performance reviews are used as a method for providing feedback and guidance to the decision makers regarding their performance and future actions. The results of these reviews are used in several ways such as determining merit raises and year-end bonuses. Please indicate the extent of your agreement with each of the following questions by circling a number on the scale below the question, about your company’s orientation toward the usage and the significance of Financial and Non- Financial Measures, with (1) being strongly disagree and (5) strongly agree.
1. Financial Vs. Non- Financial Measures Strongly Disagree Disagree Neither Agree Nor Disagree Agree Strongly Agree
The financial measures should be used more heavily than the non-financial measures when making strategy decisions. 1 0
2 0
3 0
4 0
5 0

Financial measures are trustworthy and reliable methods compared to customer related, internal processes, and learning and growth to determine success of your company. 1 0
2 0
3 0
4 0
5 0

The BSC (financial and non- financial) results can be used to make strategy decisions at the corporate level, since the data is consistent with data managers use to make strategy decisions. 1 0
2 0
3 0
4 0
5 0

The non-financial measures of the BSC such as learning and growth, internal processes, and customer-relations are more important in determining success of your company than the financial measures of the BSC. 1 0
2 0
3 0
4 0
5 0

Financial performance measures should be emphasized when analyzing BSC results. 1 0
2 0
3 0
4 0
5 0

More emphasis should be placed on non-financial measures of the BSC because non-financial measures are more flexible and reliable than financial measures. 1 0
2 0
3 0
4 0
5 0

Financial measures are unreliable and undependable compared to customer-related, internal process, and learning and growth to determine success of your company. 1 0
2 0
3 0
4 0
5 0

Part 3: The BSC Four Perspectives (Adapted from: Blackmon, V. Y. 2008) (Circle the correct number)
The Financial Perspective
The Financial perspective considers the availability and use of financial resources available to the organization. Please respond based upon your opinion concerning each statement. Please indicate your level of agreement with each statement with (1) being strongly disagree and (5) strongly agree.

The Financial perspective Strongly Disagree Disagree Neither Agree Nor Disagree Agree Strongly Agree
We seem to be more effective at cost containment 1 0
2 0
3 0
4 0
5 0

We seem to maintain low expenses to the extent we become a cost leader in our industry 1 0
2 0
3 0
4 0
5 0

We have now many sources to generate more revenues 1 0
2 0
3 0
4 0
5 0

Our spending patterns are now very efficient 1 0
2 0
3 0
4 0
5 0

The financial results is an outcome of high level of customer satisfaction 1 0
2 0
3 0
4 0
5 0

The financial perspective leads to increase the organization’s abilities to invest in learning and growth. 1 0
2 0
3 0
4 0
5 0

The financial perspective plays a significant role in achieving our mission. 1 0
2 0
3 0
4 0
5 0

The Customer Perspective
The customer perspective concentrates on meeting or exceeding customer expectations. The statements below are designed to capture your opinion on your organization’s performance in the area of meeting customer expectations. Please select the response that most closely represents your opinion concerning organizational performance. Please indicate your level of agreement with each statement with (1) being strongly disagree and (5) strongly agree.
The Customer Perspective Strongly Disagree Disagree Neither Agree Nor Disagree Agree Strongly Agree
We consistently meet the expectations of our customers 1 0
2 0
3 0
4 0
5 0

The quality of products/services that we provide has improved 1 0
2 0
3 0
4 0
5 0

The number of products/services that we provide has improved 1 0
2 0
3 0
4 0
5 0

The type of products/services that we provide has improved 1 0
2 0
3 0
4 0
5 0

The number of people that we serve has increased 1 0
2 0
3 0
4 0
5 0

The demand for the products/services that we provide has increased 1 0
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3 0
4 0
5 0

We take regular and frequent actions to learn what products and services our customers need and want 1 0
2 0
3 0
4 0
5 0

We consistently take actions to learn about our customers feedback of our products/services 1 0
2 0
3 0
4 0
5 0

The BSC helps us increase market share, reduce customers complains, increase the satisfaction rate of our customers 1 0
2 0
3 0
4 0
5 0

The Customer Perspective plays a significant role in achieving our mission. 1 0
2 0
3 0
4 0
5 0

The Customer Perspective leads to better financial results 1 0
2 0
3 0
4 0
5 0

The customer perspective is an outcome of very efficient operations and service excellence 1 0
2 0
3 0
4 0
5 0

Internal Processes
Internal Processes Perspective pertains to how work is achieved within the organization. It concentrates on the procedures need to achieve customer satisfaction. Please indicate your level of agreement with each statement with (1) being strongly disagree and (5) strongly agree.

Internal Processes Perspective Strongly Disagree Disagree Neither Agree Nor Disagree Agree Strongly Agree
We have improved our internal operations & processes through up-to-date technology in the fields. 1 0
2 0
3 0
4 0
5 0

We are adopting the Total Quality Management Quality philosophy through (ISO certifications, Malcolm Baldrige..etc) 1 0
2 0
3 0
4 0
5 0

We have improved our quality control processes 1 0
2 0
3 0
4 0
5 0

We have improved our product/service
delivery processes 1 0
2 0
3 0
4 0
5 0

We consistently meet the expectations of our community and environment 1 0
2 0
3 0
4 0
5 0

Our operations are very efficient 1 0
2 0
3 0
4 0
5 0

The improvement in our internal operations & processes leads to better customers satisfaction 1 0
2 0
3 0
4 0
5 0

Our make it easy to achieve our mission 1 0
2 0
3 0
4 0
5 0

The internal operations & processes play a significant role in achieving our mission. 1 0
2 0
3 0
4 0
5 0

The internal operations & processes leads to better customer satisfaction 1 0
2 0
3 0
4 0
5 0

The internal operations & processes leads to better financial results 1 0
2 0
3 0
4 0
5 0

The internal operations & processes is an outcome of a strong learning & growth orientation in our organization 1 0
2 0
3 0
4 0
5 0

Employee Learning and Growth Perspective
Employee growth and learning have been identified as an important aspect of organizational performance. The following statements pertain to your organization’s performance over the past year. Please indicate your level of agreement with each statement with (1) being strongly disagree and (5) strongly agree.
Employee learning and growth Perspective Strongly Disagree Disagree Neither Agree Nor Disagree Agree Strongly Agree
We have a well-established up-to-date technological infrastructure. 1 0
2 0
3 0
4 0
5 0

The company invest enough in information systems that help in turn in achieving organizational goals and objectives 1 0
2 0
3 0
4 0
5 0

My organization invest enough in people by providing the training & development that they need to meet their job requirements 1 0
2 0
3 0
4 0
5 0

The hiring practices now is based on competencies model 1 0
2 0
3 0
4 0
5 0

The organization culture in our company is very supportive and empowering. 1 0
2 0
3 0
4 0
5 0

My job is challenging and satisfying 1 0
2 0
3 0
4 0
5 0

The investment in Employee learning and growth leads better financial results 1 0
2 0
3 0
4 0
5 0

The investment in Employee learning and growth leads better customer satisfaction 1 0
2 0
3 0
4 0
5 0

The investment in Employee learning and growth leads better and efficient internal operations and processes 1 0
2 0
3 0
4 0
5 0

The investment in Employee learning and growth is an outcome of stable financial results 1 0
2 0
3 0
4 0
5 0

The investment in Employee learning and growth play a significant role in achieving our mission. 1 0
2 0
3 0
4 0
5 0

Part 4: The benefits of the BSC Adoption (Adopted from Othman, R. 2005)
This section is used to describe the different effects of the BSC. Each one of them will be measured using a set of different statements. It is answered on a 5 point scale which ranged from I (strongly disagree) to 5 (strongly agree).
The effects of BSC adoption Strongly Disagree Disagree Unsure Agree Strongly Agree
The BSC makes it easier to communicate your
organization’s strategy 1 0
2 0
3 0
4 0
5 0

The activities of different parts of the organization are better aligned to the strategy 1 0
2 0
3 0
4 0
5 0

Managers in your organization are now clearer of the results they are accountable for 1 0
2 0
3 0
4 0
5 0

It is now easier to manage performance in your organization 1 0
2 0
3 0
4 0
5 0

The BSC enabled your managers to see more clearly the link between short-term and long-term goals 1 0
2 0
3 0
4 0
5 0

Your organization is now able to overcome the weaknesses in strategy implementation it experienced in the past 1 0
2 0
3 0
4 0
5 0

The BSC program has significantly improved your organization’s competitiveness 1 0
2 0
3 0
4 0
5 0

There was noticeable improvement in financial performance after introducing the BSC 1 0
2 0
3 0
4 0
5 0

Part 5: BSC Challenges (Adopted from Othman, R. 2005)
This section is used to describe the different challenges and problems facing or might face the BSC adoption dimensions. Each one of them will be measured using a set of different statements. It is answered on a 5 point scale which ranged from I (strongly disagree) to 5 (strongly agree).

3. The issues and problems faced by BSC adopters Strongly Disagree Disagree Unsure Agree Strongly Agree
Developing internal expertise on the BSC was an important element of your BSC program 1 0
2 0
3 0
4 0
5 0

Developing reward and incentives for managers who were responsible mainly for non-financial measures was more difficult 1 0
2 0
3 0
4 0
5 0

It was more difficult to develop non-financial than financial measures 1 0
2 0
3 0
4 0
5 0

The information system of your organization could not be developed to track the performance of many of the non-financial measures 1 0
2 0
3 0
4 0
5 0

Cascading the scorecard to lower levels encountered a lot of difficulties 1 0
2 0
3 0
4 0
5 0

You found that it was not possible to track the performance of all the non-financial measures 1 0
2 0
3 0
4 0
5 0

The cause-effect model of the strategy that was developed had to be based on a lot of assumptions 1 0
2 0
3 0
4 0
5 0

Implementing the BSC needs more people 1 0
2 0
3 0
4 0
5 0

The information system of your organization could not capture all the performance measures 1 0
2 0
3 0
4 0
5 0

The time taken to implement the BSC was too long 1 0
2 0
3 0
4 0
5 0

The BSC did not help you anticipate the behavioral problems you encountered 1 0
2 0
3 0
4 0
5 0

Developing the strategy map was more difficult than expected 1 0
2 0
3 0
4 0
5 0

It was not easy to attain consensus among your managers when translating the intent of your strategy into an action plan 1 0
2 0
3 0
4 0
5 0

The performance targets set for your managers are not well accepted by them 1 0
2 0
3 0
4 0
5 0

There was considerable difficulty monitoring the performance measures because too many was developed 1 0
2 0
3 0
4 0
5 0

Getting key managers to attend BSC meetings that required their involvement was a problem 1 0
2 0
3 0
4 0
5 0

Reaching consensus on the performance measures was not easy 1 0
2 0
3 0
4 0
5 0

Developing the cause-effect model of the strategy was more a guess work than a systematic process 1 0
2 0
3 0
4 0
5 0

The time taken to implement the BSC was distracting people from their job 1 0
2 0
3 0
4 0
5 0

One of the most important problems is the feedback and control of the BSC implementation 1 0
2 0
3 0
4 0
5 0

Thank you.

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