Application of balanced scorecard in performance measurement at Essar Telecom Kenya limited

Abstract

The Balanced Score Card (BSC) is a strategic planning and management system used to align business activities to the vision and strategy of the organization, improve internal and external communication and monitor organizational performance against strategic goals. It is a performance measurement tool that considers not only financial measures but also customer satisfaction, business process and learning measures (Johnson et al, 2008). A case study was conducted to establish the application of balanced score card in performance measurement at Essar Telkom Kenya Ltd with data being collected by use of personal interviews with the heads of departments mainly the technical, information technology, customer experience,finance,human resource, sales and marketing. The study revealed that the company primarily uses balanced score card for strategy implementation and as a performance measurement tool and recommends that the company should provide enough resources especially for funding further comprehensive sensitization on the importance of balanced score card in relation to strategic implementation. There is also need for vigorous capacity building program to improve the appreciation and usage of the balanced score card to tap on the gains so far made.