The balanced scorecard proposed model as a performance measurement tool: case Algeria Post

Abstract

With more than 28,000 employees and a turnover of over 40 billion Algerian dinars, Algeria Post is considered one of the most important public service institutions that plays a vital role in the citizen's life, on another side these honorable numbers are offset by internal and external setbacks, workers strikes and citizens complaints about poor service, this contradicts the institution's ultimate goal "serving the citizen and facilitating his life". Through a qualitative study and hoping to help Algeria Post managers correct the situation, we decided to create a Balanced Scorecard (Kaplan and Norton model) as a management control and performance measurement tool. Using the Balanced Scorecard, we assessed Algeria's post performance according to four axes, and by performance indicators, we identified the goals achieved and others to be worked on.