Title: Performance measurement system using balanced score card and tracking tool - a case study in a pharmaceutical company

Authors: Elia Oey; Nathania Mulianti

Addresses: International Business and Management, School of Business and Management, Bina Nusantara University, Jl. KH Syahdan No. 9 Palmerah, Jakarta Barat, Indonesia ' International Business and Management, School of Business and Management, Bina Nusantara University, Jl. KH Syahdan No. 9 Palmerah, Jakarta Barat, Indonesia

Abstract: Every organisation needs to measure where they are before they can make further improvement. In supply chain management, where suppliers and customers involved, it is important to have a comprehensive and aligned performance measurement system. The study is based on a multinational pharmaceutical company in Indonesia. It aims to refine the performance measurement system (PMS) for its export department. The export activities involve multiple logistic service providers as their suppliers and several inter-market customers. The PMS is done based on balanced score card (BSC) concept. The study gives practical approach on implementation of PMS in middle and part of organisation, aligning its internal needs and external environment, without losing BSC integrity. A tracking tool is also developed to assist in measuring and monitoring the KPIs.

Keywords: KPI; key performance indicators; performance management systems; balanced scorecard; BSC; tracking tools; performance measurement; case study; pharmaceuticals; pharmaceutical industry; supply chain management; SCM; pharmaceutical supply chains; multinationals; multinational corporations; pharmaceutical MNCs; pharmaceutical exports; logistics service providers; LSPs.

DOI: 10.1504/IJLSM.2017.082615

International Journal of Logistics Systems and Management, 2017 Vol.26 No.4, pp.497 - 514

Received: 14 Jan 2016
Accepted: 16 Feb 2016
Published online: 03 Mar 2017 *

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