Title: Modelling human resources dashboard with balanced scorecard in customer and financial perspective (case study: Sepah Bank)

Authors: Mir Mehrdad Peidaie; Mohsen Sadeghimanesh

Addresses: Department of Industrial Management, College of Management and Accounting, Yadegar-e-Imam Khomeini (RAH) shahre-rey Branch, Islamic Azad University, Tehran, Iran ' Department of Executive Management, Faculty of Science and Research, Qazvin Branch, Islamic Azad University, Qazvin, Iran

Abstract: The purpose of this study is to design human resources dashboard. To refine the conceptual model and elements, fuzzy Delphi method was used and then a mathematical model based on ANFIS will be offered. The population is human resources personnel of Sepah Bank and 132 personnel are selected by Cochran formula for stratified sampling questionnaire including 61 questions based on indicators of two perspectives organised. In customer model, learning and growth has positive effect on output with 0.40 improvements; internal process has positive effect on output with 0.60 improvements. In financial model, learning and growth has negative effect on output with 0.29 decreases; internal process has negative effect on output with 0.14 decreases. It was found that the performance for first output (customer) is 38.80 and for second output (financial) is 39.00 (range of 0-100). Numbers that represent the performance is 50 for first element and 50 for second element.

Keywords: human resources dashboard; balanced scorecard; BSC; key performance indicators; KPI; adaptive neuro-fuzzy inference system; ANFIS; fuzzy logic; neural networks; customer perspective; financial perspective; case study; banking industry; conceptual models; fuzzy Delphi method; mathematical modelling; bank personnel.

DOI: 10.1504/IJSOM.2017.082892

International Journal of Services and Operations Management, 2017 Vol.26 No.4, pp.443 - 458

Received: 27 May 2015
Accepted: 22 Aug 2015
Published online: 15 Mar 2017 *

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