Performance evaluation of HESA laboratory units: an integrated DEA-BSC approach Online publication date: Wed, 02-Jul-2014
by S. Mohammad Arabzad; Ahmad Kamali; Badia Naji; Mohammad Mehdi Tavakoli
International Journal of Services and Operations Management (IJSOM), Vol. 16, No. 2, 2013
Abstract: For development, growth and sustainability in today's competitive environment, all public and private organisations require a performance evaluation system, which can evaluate the efficiency and effectiveness of their programmes, processes and human resources. For this reason, the need to design an integrated performance evaluation system is seen clearly. The purpose of this study is providing a systematic approach to evaluate performance of laboratory units. In this paper, a three-phase approach based on the BSC is proposed. In the first phase, evaluation criteria are defined considering BSC concept. In the second phase, performances of the units are measured within determined criteria in a specified period. Finally, in the last phase, laboratory units are evaluated and ranked using DEA ranking model. To show the applicability of proposed approach, laboratory centre of HESA Company has been conducted as a case study.
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