Impact of Balanced Scorecards and KPIs on Organizational Decisions

This assignment is a survey-based analysis of the impact of Balanced Scorecards and Key Performance Indicators (KPIs) on decision-making processes within an organization. The assignment is divided into three sections, each focusing on a specific aspect of the relationship between these tools and management decisions. Section 1 assesses the effect of Balanced Scorecards, evaluating statements related to performance value, strategic decision-making, efficiency, control, organizational adaptation, service delivery, incentive systems, employee motivation, customer satisfaction, training, service quality, and financial growth. Section 2 examines the influence of KPIs, focusing on critical success factors, ease of use, the role of KPI teams, senior management involvement, team commitment, liaison persons, project team empowerment, the alignment of team measures with organizational KPIs, strategic feedback, post-sales service measures, team collaboration, and cross-organizational communication. Section 3 investigates how decisions are made and affected by both Balanced Scorecards and KPIs, considering the provision of a comprehensive picture of business operations, customer need identification, creativity, quality, cycle time, and cost measures, cross-organizational team, employee enthusiasm, financial returns, profitability, customer satisfaction, and on-time service delivery. The assignment aims to provide a comprehensive understanding of how these performance management tools influence the quality and effectiveness of managerial decisions.

Please indicate your level of agreement with the following statements:
# The effect of Balanced Scorecards on
Decision Making of Management.
Strongl
y
Disagre
e
Neutral
Agree
Strongl
y Agree
1 Using balanced score card to determine performance adds
value to the business. 1 2 3 4 5
2 Strategic decision making will enhance the balanced
scorecard function. 1 2 3 4 5
3
Using the Balanced Scorecards to improve
the effectiveness and efficiency of the
decision process.
1 2 3 4 5
4 Using the Balanced Scorecards to controlor
shape the decision process. 1 2 3 4 5
5 Balanced Scorecards has been modified to suit the
organization. 1 2 3 4 5
6 The use of the Balanced Scorecard has greatly improved
service delivery to customers. 1 2 3 4 5
7 The balanced Scorecard is a useful tool that enhances the
incentive system 1 2 3 4 5
8 The employees are motivated to attain their
Targets. 1 2 3 4 5
9 With the use of balanced Scorecard customer complaints
are reduced. 1 2 3 4 5
10 Using Balanced Scorecards encourages employee
Training. 1 2 3 4 5
11 Using the Balanced Scorecard improves service quality. 1 2 3 4 5
12 The effect of Balanced scorecards is evident in the financial
growth of the organization. 1 2 3 4 5
Section 1: Balanced Scorecards and

Please indicate your level of agreement with the following statements:
# The effect of Key Performance Indicators
on Decision Making of Management.
Strongly
Disagree
Disagree
Neutral
Agree
Strongly
Agree
1 It is the organization’s critical success factors 1 2 3 4 5
2 Its ease of use of measure, and the ability of the team to
take action based on the information. 1 2 3 4 5
3
A measure must be carefully vetted by the KPI team and
senior management team (SMT) before it obtains the KPI
status
1 2 3 4 5
4 Help the senior management team (SMT) pick
performance indicator (KPI) project team. 1 2 3 4 5
5 Convince management that this staffs needs to be
committed full time. 1 2 3 4 5
6 Help select a liaison person for all business units/service
teams. 1 2 3 4 5
7 .Empower and educate the project team so they do not
have to rely on experts to run the project. 1 2 3 4 5
8
Ensure that work on team performance measures does not
divert the project team from ascertaining the
organization’s KPIs.
1 2 3 4 5
9 Provision of strategic feedback and learning. 1 2 3 4 5
10 Existence of Post sales service measures - measures for
warranty, repair and treatment of defects and returns. 1 2 3 4 5
11 Team members are focused on helping one another
succeed 1 2 3 4 5
12 Cross organizational team occur - More open channels of
communications 1 2 3 4 5
Section 2: Key Performance Indicators and
Decision Making

Please indicate your level of agreement with the following statements:
#
How can Decisions be made or taken and
affected by Balanced Scorecards and Key
Performance Indicators.
Strongly
Disagree
Disagree
Neutral
Agree
Strongly
Agree
1 The Balanced Scorecard provides management with a
comprehensive picture of business operations. 1 2 3 4 5
2 Existence of measures of how well the company identifies
the customers’ future needs. 1 2 3 4 5
3 Creativity and Unexpected Ideas Increased 1 2 3 4 5
4 Existence of quality measures. 1 2 3 4 5
5 Existence of cycle time measures. 1 2 3 4 5
6 Existence of costs measures 1 2 3 4 5
7 Cross organizational team occur - More open channels of
communications 1 2 3 4 5
8 Enthusiastic People. 1 2 3 4 5
9 Financial returns satisfy shareholder expectations
10 Profitability, Economic value added 1 2 3 4 5
11 Customer satisfaction.
12 On time delivery of services 1 2 3 4 5
Section 3: Decisions Affected by Balanced Scorecards