Using the balanced scorecard to manage service supply chain uncertainty: <scp>C</scp>ase studies in French real estate services

Rasolofo-Distler, Fana; Distler, Frédéric

doi:10.1002/kpm.1572

Cited by 14 publications

(2 citation statements)

References 27 publications

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“…Organizational learning is a circular process and contributes to knowledge for action and forecasting. If implemented properly, BSC can be an entirely new feedback and strategic learning system (Kaplan, 1998; Rasolofo-Distler and Distler, 2018).…”

Section: Theoretical Framework and Research Questionsmentioning

confidence: 99%

Institutional pressure and real estate balanced scorecard indicators

Rasolofo-Distler

2022

SAMPJ

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Purpose This paper aims to discuss the impact of institutional pressures on the selection of the performance indicators in 83 balanced scorecards (BSC) used in French real estate companies. The author studied the way in which two factors that are representative of institutional pressures in the real estate sector – namely, “ecology” and “digital innovation” – were incorporated into the BSC causal chains. Design/methodology/approach The author’s methodology is that of action research. To analyze the balance of indicators between short and long term, the author classified the companies according to their strategic acuity, i.e. their ability to balance an organizational vision (near vision) and an environmental one (distance vision) when choosing their performance indicators. This resulted in a company classification with three categories: emmetropic, hypermetropic and slightly myopic. Findings This research enabled to observe that the selected ecological indicators in BSCs derive mainly from coercive institutional pressure. Hence, in companies with fewer legal requirements in ecological matters, the selected ecological indicators are included in the BSC causal chain, in that they are used as a commercial argument with a view to improving financial performance. These results are similar to the reactionary and reputational perspectives of the sustainability business case. With regard to the incorporation of digital innovation indicators into BSCs, the author found that the companies that have the most digital innovation indicators are those that mobilize the most ecological indicators. Digital innovation indicators are part of the companies’ internal process perspective and are linked to organizational learning indicators. These results are similar to the responsible and collaborative perspectives of the sustainability business case. The author also found that the companies incorporate digital indicators into their BSCs by institutional mimicry insofar as the selected indicators are not always consistent with a strategic rationale but are chosen by copying what is done in other companies. Research limitations/implications The author’s research has two main limitations related to the methodology used. On the one hand, the mobilization of part-time management students to have access to companies can influence the emergence of mimetic isomorphisms. Indeed, these students follow the same training and advise the companies that welcome them according to the training they have followed. On the other hand, the author’s research stops at the development of the BSC. The author does not study the impacts or changes that occurred after the implementation of the tool. This could be the subject of future research on the appropriation and use of the BSC by the company’s actors and their impact on the optimization of global performance measurement system. Practical implications This study may be of interest to researchers and managers who wish to reconcile sustainable development and digital innovation in global performance management. It analyzes the impact of institutional pressures on the performance measurement system. It offers insights on how to integrate ecological indicators and digital innovation indicators into the BSC causal chains. It identifies the tensions that managers may face. It reports on practices adopted in the field by managers in action. Social implications This paper reveals the feasibility of measuring global performance integrating ecology and digital innovation. It responds to a preoccupation of recent years in academic research on how to reconcile corporate social responsibility and technological innovation. It shows that the companies that have the most digital innovation indicators are those that mobilize the most ecological indicators. However, it highlights the difficulties encountered by managers in the field when faced with institutional pressures. Originality/value The author’s reflection is in line with the literature of recent years that reconciles sustainable development and innovation. The author studied how “ecology” and “digital innovation” are incorporated into the BSC causal chains. To the best of the author’s knowledge, this is the first time this type of study has been conducted in the literature.

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Section: Theoretical Framework and Research Questionsmentioning

confidence: 99%

Institutional pressure and real estate balanced scorecard indicators

Rasolofo-Distler

2022

SAMPJ

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“…The peculiar nature of the structure of a SSC is mainly caused by its unique and particular attributes. Consequently, several experts (Choudhury et al, 2020;Rasolofo-Distler and Distler, 2018;Baltacioglu et al, 2007) have distinguished service supply chains by referring to them as Service Supply Chains. Service supply chain management (SSCM) is the practice of managing information, processes, and resources along the service supply chain to efficiently deliver services or products to clients (Lin et al, 2010).…”

Section: Theoretical and Conceptual Framework 21 Service Supply Chain...mentioning

confidence: 99%

Smart Technologies for a Sustainable Service Supply Chain: A Prospective Perspective

Bentalha

2022

JEICC

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This paper aims to present new smart technologies and their implications for the sustainability of the service supply chain. Our objective is to show the opportunities offered by smart technologies in the future of service supply chains. The article develops a prospective analysis of the opportunities offered by smart technologies regarding the sustainability of the service supply chain. A prospective analysis of the possible alternatives in terms of technological and commercial opportunities but also terms of barriers to the development of technologies is proposed. This approach is guided by a literature review, interviews with experts, and a quantitative study. The prospective vision obtained traces strong development opportunities in artificial intelligence and Big-Data and exposes the strong presence of financial limits and technological risks inherent to sustainable and digital service logistics. This article proposes an original approach in terms of prospective methodology based on the PRODIN method integrating a literary study, semi-directive interviews, and a quantitative questionnaire.

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Managerial factors that influence the success of knowledge management systems: A systematic literature review

Jackson

Shen

Nikolic

et al. 2020

Knowl Process Manag

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The purpose of this research is to remove the ambiguity that clouds the analysis of knowledge management systems (KMSs). This is because of an overall lack of consensus on how KMSs adapt to the new “knowledge explosion” embraced by the booming “Big Data” hype. In this paper, a refreshing synthesis of literature will uncover benefits and identify gaps in current knowledge. These findings will also be of benefit to researchers and industries as it allows for the holistic analysis of a KMS. This systematic literature review collected 54 papers for qualitative analysis. This analysis led to a synthesis of factors evident in the research and how they could be combined and collected as key categories. Once each factor was categorized, the future directions of research was analysed and documented. The primary factors discussed include (a) formal processes, (b) company culture, (c) top‐down support, (d) motivation, (e) clear goals, and (f) quality of KMS. This research has created a baseline for the further evaluation of KMSs in the real world.

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Using the balanced scorecard to manage service supply chain uncertainty: Case studies in French real estate services

Cited by 14 publications

References 27 publications

Institutional pressure and real estate balanced scorecard indicators

Institutional pressure and real estate balanced scorecard indicators

Smart Technologies for a Sustainable Service Supply Chain: A Prospective Perspective

Managerial factors that influence the success of knowledge management systems: A systematic literature review

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