Measure business performance with balanced scorecard model: case the operational direction of telecommunications (DOT) at algeria telecom

Abstract

Algeria Telecom occupies an important position in Algeria's telecommunications. It is one of the essential public service institutions that plays a vital role in the lives of citizens, particularly through its operational department. Our study, conducted through a qualitative approach, focuses on the importance of effective management in organizations, which heavily relies on the selection of appropriate tools and practices. Along the same lines, we have chosen to implement the Balanced Scorecard model developed by Kaplan and Norton as a management monitoring and performance measurement tool. Through the application of the Balanced Scorecard, we have evaluated Algeria Telecom's performance across four key perspectives and utilized performance indicators to identify achieved goals and areas that require further attention and improvement.