Performance measurement of supply chains and distribution industry using balanced scorecard and fuzzy analysis network process

Abstract

This study aims to identify effective indicators in the performance measurement of a firm using Balanced Scorecard (BSC) as well as weighting and ranking indicators by employing Fuzzy Analysis Network Process (FANP) and investigation on network mapping and the relationships between balanced scorecards with Fuzzy DEMATEL presenting strategies to improve performance of a firm. To assess the significance of the four perspectives: financial, customer, internal processes and learning and growth, about 28 indicators are identified, and after screening, 13 indicators are located as final BSC indicators. After examining the influencing of the main factors using fuzzy DEMATEL technique, internal processes dimension has the most impact and customer, and learning and growth and financial dimensions respectively are ranked as second to fourth priorities. Also using the Fuzzy ANP technique has examined weighting and ranking of dimension and performance measures indicators that dimension of customers has gained first rank and financial, internal processes and learning and growth are ranked as second to fourth respectively.