Implementation of Balanced Scorecard: Evidence from a Service Company in Turkey

Abstract

The introduction of the Balanced Score Card (BSC) concept in the 1990s by Kaplan and Norton has enhanced the way companies strategically manage their operations.  Numerous studies have been conducted on the implementation of this approach however; most of them are either focused on conceptual issues or conducted as explanatory survey studies. Insufficiency of real life case studies focused on BSC implementation on Small and Medium Sized Enterprises (SMEs) in emerging markets especially in the period of financial crisis is the motivating factor for the study. This study evaluates the existing performance measurement processes of the company and develops a theoretical framework for the application of BSC approach utilizing the accounting information system and the other sources of information in the company. By providing information about the challenges faced and the benefits utilized during the implementation process, this study provides further managerial insight for likewise implementations in business world. Also it contributes to the literature with its unique attributes such as being conducted in a non-listed SME, operating in an emerging market like Turkey and giving outsource call center services.