Integration of Systemic Quality and the Balanced Scorecard

Abstract

This article presents the integration of systemic quality (balance between product and process effectiveness and efficiency) as a strategy of systems development organizations, through the balanced scorecard (BSC) method, to balance the different forces that drive the organization. the proposal contemplates a series of tasks that would be undertaken through the strategic plan. Each task assures one aspect of the organization, in addition to creating a strategic map and a series of indicators that demonstrate the cause and effect relationship between systemic quality and the organization. This article also illustrates a case study in which a dynamic simulation technique was used, recreating the present situation of a Venezuelan organization over a five-year period. This strategy was used to try to determine the impact of systemic quality on financial prospects, especially in increasing shareholder value, starting with the simulation of the present state of the company and then introducing systemic quality.