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What is Customer Perspective

Chapter 7
Handbook of Research on Strategic Performance Management and Measurement Using Data Envelopment Analysis
This perspective considers external customers’ point of view, of organizations, which are a crucial factor for creating financial success, revenue from buying products and services.
Published in Chapter:
A New Integrative Approach Based on Balanced Scorecard, Data Envelopment Analysis, and Management Performance to Prioritize Research and Development Projects
Salaman Abbasian-Naghneh (Islamic Azad University, Iran), Mahboobeh Samiei (Islamic Azad University, Iran), Marziyeh Felahat (Ghaen College, Iran), and Marziyeh Mahdavi (Islamic Azad University, Iran)
Copyright: © 2014 |Pages: 25
DOI: 10.4018/978-1-4666-4474-8.ch007
Abstract
The objective of this chapter is to propose a new approach for evaluating Research and Development (R&D) projects at different stages of their life cycle. The approach is based on the integration of the balanced scorecard, Data Envelopment Analysis (DEA), and Multiple Objective (MO) linear programming. An interactive MO-DEA model is presented to incorporate Decision Maker's (DM) preference to effectively establish a common basis for fully ranking projects. The approach is illustrated on 50 R&D projects from the literature to highlight the effectiveness of the approach to fully rank all competing projects, hence increasing the discrimination power of DEA approach.
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Chapter 128
Mutual Value in Business Relationships
The customer’s perception about the tangible and intangible costs and benefits from the particular relationship with a supplier.
Published in Chapter: Mutual Value in Business Relationships; From: Encyclopedia of Networked and Virtual Organizations
Full Text Chapter Download: US $37.50 Add to Cart
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