Using Interpretive Structural Modeling for the Implementation of the Balanced Scorecard to Support Evaluation and Decision-Making in the Performance Management of Telecommunications Services of a Public Operator

Abstract

This article aims to explore and improve the strategic management methods used for the balanced scorecard of a public telecommunications infrastructure operator. First, an inventory of traditional qualitative methods, such as the Causal loop diagram (CLD) and others, will be conducted to assess their weaknesses and limitations. For this purpose, comprehensive criteria for a critical evaluation will be formulated and justified. Then, a succinct and comprehensive presentation of the Interpretive structural modeling (ISM) methodology will be provided, with a particular focus on the final steps that support strategic decision-making. The ISM methodology will then be applied to strategically manage the public operator's balanced scorecard, enabling the analysis of complex interactions between the factors influencing this management. Strategic decisions will be facilitated through the use of the ISM model. Finally, a comparison will be made between the use of CLD and traditional ISM in this context to demonstrate the superiority of ISM over CLD in assisting the strategic management of such an infrastructure.