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dc.contributor.authorDu Plessis, Andries
dc.contributor.authorTachiwona, Garikai
dc.date.accessioned2017-05-31T20:37:32Z
dc.date.available2017-05-31T20:37:32Z
dc.date.issued2016-09
dc.identifier.issn1838-3955
dc.identifier.issn1839-1176
dc.identifier.urihttps://hdl.handle.net/10652/3760
dc.description.abstractThe balanced scorecard, if used correctly by managers could be used to transform low performing information technology service teams into highly productive and profitable units that meet customer service expectations. Two research questions are answered: Was it the balanced scorecard approach, that made a difference to employee productivity and business performance of the unit, and if so how? What management changes enhanced service delivery improvements which resulted in a change in customer satisfaction? An exploratory research was executed covering three years of the balanced scorecard implementation in a New Zealand Information Technology Service Organisation interviewing managers, employees and a customer director. Some findings are: a lack of process and management leadership; communication was poor; relationships between engineers, managers, Medicare and NZIS were also tensed and distrustful. Recommendations and conclusions form the last two sections.en_NZ
dc.language.isoenen_NZ
dc.publisherWorld Business Instituteen_NZ
dc.relation.urihttp://wrbrpapers.com/static/documents/September/2016/1.%20Andries.pdfen_NZ
dc.subjectorganisational effectivenessen_NZ
dc.subjectmeasurementen_NZ
dc.subjectinformation technology service teamsen_NZ
dc.titleThe balanced scorecard in a New Zealand organisation : empirical evidence of change in their performance cultureen_NZ
dc.typeJournal Articleen_NZ
dc.date.updated2017-05-10T05:39:24Z
dc.rights.holderWorld Business Instituteen_NZ
dc.subject.marsden150305 Human Resources Managementen_NZ
dc.identifier.bibliographicCitationDu Pessis, A. J., & Tachiwona, G. (2016). The balanced scorecard in a New Zealand organisation: empirical evidence of change in their performance culture. World Review of Business Research, 6(2), pp.1-12.en_NZ
unitec.publication.spage1en_NZ
unitec.publication.lpage12en_NZ
unitec.publication.volume6en_NZ
unitec.publication.issue2en_NZ
unitec.publication.titleWorld Review of Business Researchen_NZ
unitec.peerreviewedyesen_NZ
dc.contributor.affiliationUnitec Institute of Technologyen_NZ
dc.contributor.affiliationDatacom Group (N.Z.)en_NZ
unitec.identifier.roms59504en_NZ
unitec.publication.placeMelbourne, Victoria, Australiaen_NZ
unitec.institution.studyareaManagement and Marketing


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