Specific features of performance measurement systems in service organizations

Abstract

Starting from the complexity of performance measurement in contemporary conditions, the work analyzes the characteristics of designing and applying performance measurement systems in service organizations. Accepting the multidimensional approach and respecting relevant new methods of performance measurement, attention is paid to the reexamination of the Balanced Scorecard - BSC and strategic maps from the aspect of service organizations. In addition, the work points to the practice of introducing the integrated and balanced system of performance measurement as important and challenging within the framework of strategic management. .