A performance measurement model in risk environment: a decision-making framework

Azarshab, Arezoo, Avakh Darestani, Soroush, Imannezhad, Rana and Mulat-Weldemeskel, Eyob (2022) A performance measurement model in risk environment: a decision-making framework. International Journal of Services and Operations Management. ISSN 1744-2389 (In Press)


Organizations' success in today's competitive world relies on their performance evaluations. In this regard, this paper presents a method for evaluating service organizations considering the performance cost indices. The objectives of the research include to determine Important Performance Evaluation Indicators. Based on Balanced Scorecard Based on Risk Consideration Risk. To determine the causal relationships of balanced scorecard perspectives that include Financial, Customer, Internal Processes, Learning and Growth, Risk Using the DEMATEL method. Then final ranking of alternatives according to V = 0 to V = 1 using VIKOR method.

Also, the risk perspective is introduced as a separate perspective on the Balanced Scorecard. The research case study is the Water Research Institute under the Ministry of Energy and the results show that the highest weight was related to the financial perspective based on the analysis conducted between different perspectives. Also, the risk perspective is the most influential and the financial perspective is the most influenced perspective. Furthermore, the Increasing return on assets with more appropriate use of existing equipment and space has the highest weight among the indices. Finally, different ratings are achieved for the studied institutions for different values in terms of mean distance and maximum distance.

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