The Evolution of Balance Scorecard and its Impact on Web Services Quality

The Evolution of Balance Scorecard and its Impact on Web Services Quality

Pauline Ratnasingam (Harmon College of Business & Professional Studies, School of Accountancy & Computer Information Systems University of Central Missouri, Warrensburg, MO, USA)
DOI: 10.4018/ijoci.2014010104


Web services quality have become a significant part of small businesses who use it to facilitate the seamless flow of business transactions and financial growth. While previous research focused on the technological, operational and infrastructure capabilities such as; reducing the cost of application development, systems integration and increasing interoperability among heterogeneous software components, applications and platforms. Small businesses on the other hand, are often more challenged than larger firms by resource constraints such as; lack of financial capital, and technical or managerial skills. Further, they are often confronted with the reality of their business performance. “If you can't measure it, you can't manage it,” since effective performance management requires accurate performance measurement. The author applies the integrated evolved Enterprise-Define, Measure, Analyze, Improve and Control (E-DMAIC) balanced scorecard methodology to examine web services quality in a small business firm. The integrated framework applies the traditional balanced scorecard four perspectives namely; learning and growth, internal business processes, customer and financial perspectives and the nine stages of the E-DMAIC balanced scorecard approach along with quality indicators. The new approach serves three purposes; first, as a measurement system monitoring performance and the quality of their goods and services. Second, as a communication tool providing diagnostic feedback of their performance, and lastly, as a strategic management system focusing on the small business visions. The author then tests the framework via an exploratory case study and reports the findings. The findings contribute to guidelines that will inform, educate and promote small businesses on the importance of web services quality.
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Literature Review: Web Services Quality

Web services quality refers to: “the conformance to explicitly state functional and performance requirements, explicitly stated development standards, and implicit characteristics that are expected of all professionally developed software” (Solano et al., 2003: 67). Quality includes product effectiveness characteristics such as; timeliness, functionality, reliability, usability, efficiency, maintainability, and probability. It focuses on improving the quality of all functions, systems, processes. It aims to eliminate undesirable outputs and get production closer to profit and customer satisfaction (Schwartz, 2005).

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