Fuzzy Approaches Applied into Balanced Scorecard Customer Perspective

Abstract

Mathematical approaches of the calculation of quality evaluation of the systems involving human factors do not reflect a significant feature of the processed data-their natural vagueness. The appropriate theoretical background for the formalization of data vagueness is the fuzzy set and fuzzy logic theory. In this paper, these approaches are presented and applied to one of the key performance indicators of customer perspective within the approach of Balanced Scorecard.