استخدام بطاقة الأداء المتوازن في قياس و تقييم الأداء المؤسسي : دراسة تحليلية لبيانات مصرف بغداد الأهلي للأعوام (2017، 2018، 2019)‎

Abstract EN

The current research has dealt with one of the basic and vital ways in evaluating and measuring institutional performance in general, and the banking sector in particular, because it relies on financial and non-financial indicators in measuring performance, and the main role of the research is to describe the basic dimensions of the balanced performance card, which consists of four strategic perspectives (perspective) Financial, customer perspective, internal operations perspective, and learning and growth perspective), which depend in their measurement on internal and external indicators, and the current research aims to shed light on the nature of the essential role that this tool plays in measuring and evaluating performance in the National Bank of Baghdad through data analysis For the annual reports for the years (2017, 2018, 2019) for the purpose of providing assistance to the administration to clarify the position of the performance of the researched bank, in addition to achieving benefit from the analytical results in submitting some proposals, for the purpose of increasing and improving the performance of the bank.

The research reached a set of conclusions, perhaps the most prominent of which is that the researched bank obtained the highest evaluation score in (2019), which reached (68 degrees), thus exceeding that of previous years (2017, 2018).

In addition to taking a great interest in the financial axis compared to other axes, a decline in performance was observed at the level of the operations axis, due to the decline in the level of service provided to the customer, during the results it was noted that the bank is interested in training courses in 2019, for the purpose of addressing the decline in performance in years Previous.

The research concluded with many recommendations, the most prominent of which was the concern for customers and work to achieve their desires and work to increase their loyalty to the bank, as they represent the important aspect in the survival of the institution and maintaining its competitive position in the market