Abstract

The performance evaluation of companies is an important issue.  Balanced Scorecard (BSC) and Six Sigma approaches are widely in use in business in this context. In this study, BSC and Six Sigma performance management systems have been elaborated, their strengths, which can be used in practice by a number of enterprises in a variety of sizes, have been identified; and a new hybrid model of performance measurement system has been developed by merging together the aspects of both management systems that complement each other. The hybrid system can be expressed in terms of operational availability data, and can compare performance qualifications. In practice, performance measurement results obtained for five critical branch offices of a logistics business, by applying the model for operations/processes from the perspectives of Costs, Internal Processes, Customer and System Development and Assessment have been compared by model performance and model efficiency, and the results achieved have been scrutinized.

Key words: Balanced scorecard, six sigma, six sigma business scorecard, logistics, operational availability.