Faculty of Business and Design
Master of Human Resource Management
The Used of Balanced Scorecard in Managing Organizational Performance of Bintulu’s Resident and District Office: Issues and Challenges
Performance management is very important because of an emerging approach and view on public administration (Bryson, Crosby & Bloomberg, 2014). Sarawak Government through the transformation journey has applied Balanced Scorecard (BSC) to measure and manage performance towards achieving the key strategies of the transformation. Bintulu’s Resident and District Office (R&DO) is no exception in using BSC in the organization. The used of BSC in Bintulu’s R&DO was from 2015 until now, after the planning phase was done in 2014. To date, Bintulu’s R&DO has used BSC for fully 3 years. There is limited research has been done on BSC implementation in Sarawak public sector organizations and none has been conducted for Bintulu’s R&DO. Therefore this research aims to provide deep understanding on the issues of BSC. Furthermore, this research was conducted to obtain insight from the users which are the BSC Coordinators, Strategic Objective Owner and the Key Performance Indicator Owner on the issues and challenges in implementing BSC. Besides that, this research also seeking for recommendations on how to improve BSC implementation by having a focused approach towards the issues. This research is a qualitative research and data was collected through semi-structured in-depth interview. The participants of this study is 12 employees from different section in Bintulu’s R&DO which are directly involve in BSC reporting. From this research, it was implicated that there is much to plan and done before BSC can be implemented successfully. It was realize that BSC usage in Bintulu’s R&DO is more on performance measurement only and not performance management. Finally, it was hopeful that the management of Bintulu’s R&DO can make continuous improvement in implementing BSC.
Author: Sharpini Binti Daud
Publication year: 2018
