Abstract:

The previous work during the past decade in the area of performance management has underlined that focusing only on financial performance indicators when measuring business performance could be inadequate in today’s fierce competitive environment. Modern performance indicators, such as variety of the products and services, service quality, and customer satisfaction, have become more important for corporations, especially for the businesses operating in financial sector. This study provides an application of business performance management via taking into account non-financial performance indicators. The application is based on balanced scorecard methodology in which business intelligence technologies were utilised. The main aim of the study is to offer a methodology in order to improve operational performance. The empirical assessment of the methodology was carried out in a commercial bank operating in the Turkish financial sector. The results of the study indicated that the proposed methodology facilitated the company to increase some of its operational performance indicators including customer satisfaction, business processes and capacity, core competencies and efficiency of information technology usage. Therefore, it is believed that the empirical work that was carried out in this study can stand as an example for future balance scorecard applications in the same application domains

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