Fuzzy Logic Approach Applied into Balanced Scorecard

Nicolás, Carolina; Gil-Lafuente, Jaume; Urrutia, Angélica; Valenzuela-Fernández, Leslier

doi:10.1007/978-3-319-75792-6_12

Cited by 2 publications

(10 citation statements)

References 31 publications

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“…Unlike other studies that apply MFIS in management, this paper proposes a diagnostic model of the four levers of management control in a holistic view; other studies are focused on customer requests or specific tools, such as the Balanced Scorecard (BSC) [12].…”

Section: Hypothesis 4 (H4)mentioning

confidence: 99%

“…A numerical value can be generated from these sets through various means, such as through Centroid (Center of Gravity), which was used in this case. The fuzzy controller employed comes from [12]. This research is elaborated through the MATLAB module and the Fuzzy Logic Toolbox, and the process was applied to all dimensions of the model in the study.…”

Section: Fuzzy Inference Systems and Parameterization Of Membership Functionsmentioning

confidence: 99%

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A Fuzzy Inference System for Management Control Tools

2021

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Despite the importance of the role of small and medium enterprises (SMEs) in developing and growing economies, little is known regarding the use of management control tools in them. In management control in SMEs, a holistic system needs to be modeled to enable a careful study of how each lever (belief systems, boundary systems, interactive control systems, and diagnostic control systems) affects the organizational performance of SMEs. In this article, a fuzzy logic approach is proposed for the decision-making system in management control in small and medium enterprises. C. Mamdani fuzzy inference system (MFIS) was applied as a decision-making technique to explore the influence of the use of management control tools on the organizational performance of SMEs. Perceptions data analysis is obtained through empirical research.

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Section: Hypothesis 4 (H4)mentioning

confidence: 99%

Section: Fuzzy Inference Systems and Parameterization Of Membership Functionsmentioning

confidence: 99%

A Fuzzy Inference System for Management Control Tools

2021

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“…Furthermore, the proposed conceptual model is based on [40,59], which proposes the analysis of customer "interactive experience" for customer experience management (determined in a balance scorecard). Hence, to define the indicators of fuzzy management, text mining is applied to the Mamdani inference model.…”

Section: Introductionmentioning

confidence: 99%

“…The precursors of the key performance indicator (KPI) were [16], which gather all the interrelated company strategies -transformed into goals and measured by management indicators-into one place [59]. Initially, the indicators were centred on a company's financial results, however, the fact that these results need to be supplemented with non-financial indicators -so as to create a comprehensive performance measurement system associated to the "SMART Pyramid" [23], the [15,16], and the strategic maps [17]has repeatedly proposed the use of indicators in different organizational functional areas.…”

Section: Introductionmentioning

confidence: 99%

“…According to previous research, the following relevant authors establish the following regarding the key performance indicators: [11] proposes a process-based performance measurement framework (PPMF); [12] proposes a fuzzy KPY in customer retention; [59] proposes KPY through fuzzy customer experience by free text; [28] defines how performance indicators in higher education applies to the assessment of doctoral/research degrees; [44] proposes a KPY by fuzzy linguistic variables to incentivize a pay system; and [58].…”

Section: Introductionmentioning

confidence: 99%

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Using fuzzy Indicators in customer experience analytics

Nicolás

Gil-Lafuente

Urrutia

et al. 2021

IFS

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The aims of this study is to propose a model for managing customer experience analytics focused on value generated in an online market, this study to explore touch points experience, measured with conventional indicators and fuzzy indicators, using to a structural equation model analysis and Mamdani inference method. The investigation has delved deeper into the nature of the value of the experience construct, the results revealed of the empirical study confirm regarding how the experience value is related with the key touch points of the customer/company relationship. Very few studies in the reviewed literature about the conceptualization on customer interactive experience focused on value generated in an online environment. This study becomes more relevant today, where, after the pandemic, the value of the online customer experience becomes more important.

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Fuzzy Logic Approach Applied into Balanced Scorecard

Cited by 2 publications

References 31 publications

A Fuzzy Inference System for Management Control Tools

A Fuzzy Inference System for Management Control Tools

Using fuzzy Indicators in customer experience analytics

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