Title: A performance measurement model in risk environment: a decision-making framework

Authors: Arezoo Azarshab; Soroush Avakh Darestani; Rana Imannezhad; Eyob Mulat-weldemeskel

Addresses: Islamic Azad University, Faculty of Industrial and Mechanical Engineering, Department of Industrial Engineering, Qazvin Branch, Qazvin, Iran ' Guidhall School of Business and Law, London Metropolitan University, London, UK ' Bandar-e-Anzali International Islamic Azad Branch, Department of Industrial Engineering, Islamic Azad University, Bandar-e-Anzali, Guilan, Iran ' Guidhall School of Business and Law, London Metropolitan University, London, UK

Abstract: Organisations' success in today's competitive world relies on their performance evaluations. In this regard, this paper presents a method for evaluating service organisations considering the performance cost indices. The objectives of the research are to determine important performance evaluation indicators using risk consideration based-balanced scorecard, and to determine the causal relationships of balanced scorecard perspectives that include financial, customer, internal processes, learning and growth, risk using the DEMATEL method. Then final ranking of alternatives was according to V = 0 to V = 1 using VIKOR method. Also, the risk perspective is introduced as a separate perspective on the balanced scorecard. The research case study is the Water Research Institute under the Ministry of Energy and the results show that the highest weight was related to the financial perspective based on the analysis conducted between different perspectives. Also, the risk perspective is the most influential and the financial perspective is the most influenced perspective. Furthermore, the increasing return on assets with more appropriate use of existing equipment and space has the highest weight among the indices. Finally, different ratings are achieved for the studied institutions for different values in terms of mean distance and maximum distance.

Keywords: performance measurement; performance costing; balanced scorecard; multiple criteria decision-making; fuzzy.

DOI: 10.1504/IJSOM.2025.146179

International Journal of Services and Operations Management, 2025 Vol.51 No.1, pp.1 - 19

Received: 05 Jun 2022
Accepted: 11 Jun 2022
Published online: 09 May 2025 *

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