USING SYSTEMS DYNAMICS MODELING TO EXPLORE INTERRELATIONSHIPS IN A PERFORMANCE MEASUREMENT SCORECARD

摘要

This paper describes the development and use of a system dynamics model to explore interrelationships between performance measures in a mail return unit in a large telecommunications company. Specifically, the model was used to evaluate policy changes, evaluate "what if scenarios, and explore cause-and-effect linkages in outcome-focused performance measures. This application demonstrates the potential usefulness of system dynamics in effectively utilizing a performance measurement scorecard.