A Study Of Performance Management Based On Balanced Score Card To The Knowledge-intensive Service Business

Trust is one of the most important content in human intercourse, also it is one of the cornerstones of social development. More and more enterprises try their best to improve trust lever, such as, they focus on social ethics and morality, they increase propaganda of the company; they provide better benefits and training opportunities to employees and so on. At the era of Knowledge economics, knowledge became the most important element for enterprise, at the same time, knowledge management becoming one of the most important part of business management.Recently, Knowledge-intensive business service has developed rapidly, it became one of the most important industries in some developed regions. With the increasing of economics in the circumstance of economic globalization, Knowledge-intensive service business is facing drastic competition. In order to make Knowledge-intensive service business developed healthily and stably, we must establish a performance evaluation system adapt to themselves to improve performance. Knowledge-intensive service business has lots of traits, just like Knowledge-intensive service business filled with knowledge, it is customer oriented, the most important point is the services provided by Knowledge-intensive service business is intangible, and so on. In this dissertation, we based on the characteristics of Knowledge-intensive service business and refer to former theories, try to add knowledge management and trust management aspects to design Balanced Scorecard adapt to Knowledge-intensive service business, look forward to render help to Knowledge-intensive service business on the aspect of theory and practice.Dissertation discussed the theories of the balanced scorecard, the situation of knowledge management and trust management, summarized the key elements to accomplish the Balanced Scorecard firstly; Secondly, we manage to demonstrate the necessity and feasibility to evaluate the performance of Knowledge-intensive service business with Balanced Scorecard by instructing the definition of Knowledge-intensive service business and the category of Knowledge-intensive service business; thirdly, we add knowledge management and trust management aspects to design Balanced Scorecard and performance indicators, research on how to use this new Balanced Scorecard to evaluate the performance of Knowledge-intensive service business; fourthly, according to the conclusion in this dissertation, we take a enterprise for example and calculate; Finally, the findings were summarized and prospects.