ASSESSEMENT OF PERCEPTION AND IMPLEMENTATION OF BALANCED SCORE CARD IN QUALITY MANAGEMENT FRAME WORK: THE CASE OF BEREHANENA SELAM PRINTING ENTERPRISE

Abstract

The purpose of the study was to assess the perception and implementation of BSC with perspectives of quality management framework at Berehanena Selame Printing Enterprise. The study will provide some insight about balanced scorecard implementation in the framework of quality management to the management of Berehanena Selam Printing Enterprise and helps the researcher to acquire knowledge and practical experience about balanced scorecard. The research designs were used descriptive approach. Accordingly, survey questionnaire and interviews questions were prepared and pilot tested and administered to a sample of 163 employee of BSPE in which only 149 were fully completed and returned. The sources of date were primary and secondary. The study has been conducted by designing open-ended, five-point likert scale questionnaires and structured and unstructured interview questions. Researcher were used both stratified random sampling and purposive sampling. And the data collected was analyzed by excel software and SPSS version 21 software and interpret the data. The findings of the study indicated that BSC implementation in quality management framework brings improvements on financial, internal business, customer and learning and growth perspectives. Employees have concept and understanding about BSC & QM but it is not sufficient As a result of the existing communication system in BSPE have not sufficient two way communication. The performance evaluation system does not fully satisfy, applicable, differentiates effective performer from non-performer. Key performance indicators used in BSPE but it is not significantly measures individual as well as the organization and also targets given to individuals are unachievable. The working environment is not enough suitable for carrier development and improvements. Based on the findings of the study the researcher proposes some recommendations BSPE will give more attention to excel the level of employees understanding and importance of BSC implementation in QM framework by facilitating training and workshop regarding BSC and QM by creating interactive two way communications,