An Innovative Balanced Scorecard to Effectively Manage Product Quality of Newly Commercialized Technologies

摘要

Engineering managers charged with launching technologically advanced products to the market for the first time have little guidance from traditional performance measurement systems. A measurement system designed to aid engineering managers with making more effective process improvement decisions that impact product quality would be a significant advancement. Such measurement has proven difficult because firms in this sector are highly heterogeneous and marked by heroic management efforts. Economic development specialists contend it is important to devise a viable method to systematically assess processes and management practices in this environment, particularly as it relates to continuous process improvement and product quality to improve future ventures. This research project builds on process or capability maturity theory and is comprised of two studies. The first study determined critical factors that drive product quality. These factors were incorporated into a performance management tool known as a balanced scorecard. The second study determined the usability of the scorecard. Experienced new technology managers were surveyed using electronic survey methodology. Multivariate statistical analysis methods were employed that (1) identified critical factors that drive product quality and (2) determined the newly devised scorecard was an effective tool. This tool may enable managers to lead initiatives that improve the product quality of technological innovations.