The research of Balanced Scorecard methodology applied to the performance measurement indicators

• Main Authors: SUNG SHIAO CHIN, 宋肖瑾
• Other Authors: Tung-Hsuan, Wan
• Format: Others
• Language: zh-TW
• Published: 2004
• Online Access: http://ndltd.ncl.edu.tw/handle/37shcr

碩士 === 銘傳大學 === 管理學院高階經理碩士學程 === 92 === The research of Balanced Scorecard methodology applied to the performance measurement indicators for FCM’s evaluation Student：Shiao-Chin,Sung Advisor：Dr. Tung-Hsuan,Wan Graduate School of Management, Ming Chuan University ABSTRACT Government is pushing in strength the liberalization, internationalization and legalization of financial activities in order to lead Taiwan to be the Financial Center of Asia-Pacific region, internally by implementing the financial system revolution and various financial regulations, externally by opening local market to foreign financial institutes. Later days the government is urging local financial institutes to merge and reorganize. That makes the local financial institutes such as insurance, banks, securities and FCM face the competition from not only local firms but also foreign organizations. Further more, local firms must face the rapid change of technologies, laws and regulation as well as outside situation. Thus it is very important for FCMs to take necessary measures to satisfy the clients, build its own management peculiarities in order to take the superiority in operation. In addition, FMC have to enforce the auditing of its operation status and evaluation of employee’s performance by reviewing performance evaluation to reduce the risks, increase operation efficiency. Because financial performance can evaluate only the past operational result, not the overall performance, therefore, this study is taking Balance Scorecard methodology as the theoretical fundamental of erecting local FCM performance evaluation index by in-depth interviewing with specialist and Delphi Method to establish business classes (levels) performance evaluation index as reference to all FCM firms. Hopefully it will be beneficial. This study gives elementary suggestions suitable for FCM performance evaluation index by integrating the theoretical fundamental and opinions from in-depth interviewing. Considering this study only collect specialists’ subjective points of view so the insufficient information and high uncertainty can be observed, hence Delphi Method was applied. Through repeated feedback of questions and answers, a consistent conclusion is reached. Four major structures on the Balance Scorecard and 14 evaluation indices are outlined as follows: Financial Structure: growth rate of broker’s handling fee, profit per share, growth rate of revenue, expense ratio of revenue Customer Structure: market share, ratio of active customers, growth rate of customers’ weight per month Internal operation Structure: rate of hardware problem, amount of miss- calculation, ratio of electronic business transfer, and concentration ratio of first 20 trade counterparts. Learning and grow Structure: Broker’s average productivity, numbers and satisfaction of training, rate of quitting. By defining clear indices, internal training, changing of working habits together with high rank officers’ recognizance and participation, real balance between financial status and operation, short and long term, internal and external affairs can be reached. Keywords：futures commission mechant, balance scorecard, performance evaluation, in-depth interviewing, delphi method