Title: Performance evaluation of telecommunication services provision with combined approach of balanced scorecard and system dynamics (case study: telecommunications infrastructure company)

Authors: Nasim Nahavandi; Nastaran Bakhshi

Addresses: Faculty of Industrial and Systems Engineering, Tarbiat Modares University, P.O. Box 14115-111, Tehran, Jalal AleAhmad, Nasr, Iran ' Faculty of Industrial and Systems Engineering, Tarbiat Modares University, P.O. Box 14115-111, Tehran, Jalal AleAhmad, Nasr, Iran

Abstract: One of the prerequisites for developing telecommunications industry is continuous performance evaluation. Despite the popularity of balanced scorecard approach (BSC), it has some limitation such as lack of a systematic perspective, not considering the dynamic relationships between indicators and delays. The purpose of this paper is to present a system dynamics (SD) model along with BSC to evaluate the performance of the telecommunications infrastructure company (TIC), the sole custodian of telecommunications networks in Iran. This is the first work that dynamics of TIC is investigated and the performance of TIC is evaluated by combined approach of BSC and SD. In the process of modelling, and according to experts, the indicators of “International Transit Capacity” and “R&D investment” are added to the existing indicators in the literature. Finally by determining the leverage points and simulating different policies, the best policies are presented.

Keywords: system dynamics; balanced scorecard; performance evaluation; telecommunications infrastructure company; telecommunications industry; scenario analysis; combined BSC and SD; simulation; systematic perspective; telecommunications networks; dynamics of telecommunications.

DOI: 10.1504/IJIEI.2020.10038538

International Journal of Intelligent Engineering Informatics, 2020 Vol.8 No.5/6, pp.439 - 470

Received: 03 May 2020
Accepted: 01 Nov 2020

Published online: 17 Jun 2021 *

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