I TABLE OF CONTENTS
PAGE NO. LIST OF FIGURES………...……….XI LIST OF TABLES ………..………....….………..…..XIV LIST OF ABBREVIATIONS………..….…………...XV CHAPTER 1: INTRODUCTION 1.1: Background………..………...1 1.2: Problem Statements………...………..2 1.3: Objectives………...…….5 1.4: Research Questions………..…...5 1.5: Research Hypotheses………..…6 1.6: Significance of Study………..…6
1.7: Research Scope, Assumptions and Limitations………..7
1.8: Expected Outcome………..9
1.9: Definitions of Terms………...9
1.9: Summary of Contents………....11
CHAPTER 2: LITERATURE REVIEW 2.1: Introduction………..….14
2.1.1: Performance Planning………....14
2.1.2: Performance Measurement (PM)………...16
II
2.1.2.2: The Needs of Performance Measurement (PM)………...21
2.1.2.3: Factors that Affects Performance Measurement……..…………...22
2.1.2.4: Performance Metrics………..……….23
2.1.3: Knowledge Management (KM)………..………...23
2.1.3.1: Measuring Knowledge Management (KM) Solution…...………...24
2.1.3.2: Balanced Scorecard (BSC) – The Performance Measuring Tool...26
2.1.3.3: Knowledge Management (KM) in Higher Education Institutions...30
2.2: Performance Measurement in Public Sector………...31
2.3: Performance Measurements in Higher Education Institutions………...…...32
2.3.1: Measures Used in Evaluating Higher Education Institutions Performance...34
2.4: Electronic-based Performance Measurement System………...35
2.5: Application of Balanced Scorecard (BSC)………...37
2.5.1: The Benefits of Applying Balanced Scorecard (BSC) in Organization…...38
2.5.2: Balanced Scorecard (BSC) in Education Sector………....39
2.5.2.1: Examples of BSC Adoption in Education Sector………...40
2.5.3: Comparison of Balanced Scorecard (BSC) in business/profit-seeking organizations………....41
2.6: Putting Balanced Scorecard into Automation………..42
2.7: Comparison of Other Performance Measurement Techniques Compared to BSC…..43
2.8: Aspects to Consider for the Implementation of BSC Performance Measurement System………...45
2.9: Suggestion of Individual Performance Measurement Score…...………..46
2.10: Gaps in Research Area………....47
III 2.11.1: Performance Management Software QPR Scorecard (QPR Software2008)...
……….…..48
2.11.2: CorStrategy (Rocket Software Inc., 2008)………...49
2.11.3: Host Scorecard – Web based Balanced Scorecard and Dashboard Software (Host Analytics Inc, 2008)………...50
2.11.4: PM Express(TM) (PM Express, 2008)………51
2.11.5: Spider Strategies' Corporate Management Suite (CMS) (Spider Strategies, 2008)……….52
2.11.6: Summary of existing web-based Balanced Scorecard applications……….53
2.12: Comparison of Development Tools………54
2.12.1: Scripting Languages……….54
2.12.1.1: Client-Side Scripting Languages………...54
2.12.1.2: Server-Side Scripting Languages………..55
2.12.1.3: Comparison of Some Scripting Languages………...55
2.13: Comparison of Some Development Methodologies………...58
2.14: Conclusion………...59
CHAPTER 3: RESEARCH METHODOLOGY 3.1: Introduction………...61
3.2: Research Methods……….61
3.2.1: Qualitative Research……..………61
3.2.2: Quantitative Research………62
3.3: Requirements Elicitation Techniques/ Instruments………..62
IV 3.3.1.1: Interview with Strategy Planning Unit (SPU), University of
Malaya………...65
3.3.1.2: Interview with Previous and Current Deans in Faculty of Computer Science & Information Technology (FCSIT), University of Malaya………...65
3.3.2: Survey………66
3.3.2.1: Sample of study for Survey Questionnaire……….67
3.3.2.2: Format and Purpose of Questionnaire……….68
3.3.3: Documentation Analysis………69
3.3.4: Observation………69
3.3.5: Attending Seminar and Workshop……….70
3.3.5.1: SAS Seminar and Roundtable Discussion………..70
3.3.5.2: Workshop by Strategic Planning Unit (SPU), University of Malaya………71
3.5 Summary of the Requirements Elicitation Techniques/ Instruments……….71
3.6: System Development Methodology ……….72
3.7: Conclusion……….75
CHAPTER 4: REQUIREMENT AND SYSTEM ANALYSIS 4.1: Introduction………...76
4.2: Interview Findings………76
4.2.1: University/Corporate Level………76
4.2.1.1:.Mission and Vision Development Process in University of Malaya………..………77
V
4.2.1.2: New Strategy Formulation and Review on Existing Strategies…..79
4.2.1.3: Role of Balanced Scorecard in University of Malaya……….80
4.2.1.4: Excellence in Academicians and Challenges………..81
4.2.2: Faculty Level………..82
4.2.2.1: Strategy Planning Process………...…82
4.2.2.2: Formulating New Strategy and Review on Existing Strategies…..83
4.2.2.3: Performance Measurement at Faculty Level………...83
4.2.2.4: Target and KPI settings………...84
4.2.2.5: Excellence in Academicians………...85
4.2.3: Analysis results of Strategic Planning Practice in University Malaya from data gathering methods……….……….85
4.3: Survey Findings………86
4.3.1: Statistical Analysis……….86
4.3.2: Constitution of Excellence in Academicians based on Level of Importance.98 4.4: Findings from Documentation Analysis and Observation of Current Performance Measurement System ……….99
4.5: SAS and Round Table Discussion………..…101
4.5.1: Evolutions of Measurements………101
4.5.2: Performance Measurement Challenges………....101
4.5.3: Cultural obstacles that public sectors face in Performance Measurement efforts………..102
4.6: Individual Performance Planning and Measurement for Academicians……….103
4.6.1: Three Stages of Individual Performance Planning and Measurement Process………104
VI
4.7: Proposed Performance Measurement Framework in University………106
4.7.1: Process of Cascading Strategy Objectives in BSC Perspectives………….108
4.8: The identification of potential users of the proposed e-BSC system and their responsibilities………110
4.9: Functional and Non-Functional Requirements………...………110
4.9.1: Functional Requirements of e-BSC……….111
4.9.2: Non-Functional Requirements of e-BSC……….119
4.10 Conclusion………..121
CHAPTER 5: SYSTEM DESIGN 5.1: Introduction……….122
5.2: Architecture Design……….…...122
5.2.1: System Architecture of e-BSC: Three-Tier (Client-Server) Architecture...123
5.3: Functional Design of e-BSC System………..126
5.3.1: General flow of e-BSC System………126
5.4: Modules of e-BSC System and Allocation of Tasks………...127
5.5: Generalized Processes of e-BSC System………128
5.6: Activity Diagram of e-BSC System (General Procedural Flow)………130
5.6.1: Activity Diagram: Sign-In System………...131
5.6.2: Activity Diagram: Request Change Target………..132
5.6.3: Activity Diagram: Contracting……….133
5.6.4: Activity Diagram: Update Achievements and Final Report Submission….134 5.6.5: Activity Diagram: Evaluation………..135
VII
5.7.1: Normalization (Relational Database Model)………...136
5.8: The Entity-Relationship Model for e-BSC System……….140
5.9: Graphical User Interface Design……….143
5.9.1: User Sign-In Design……….143
5.9.2: Forgot Password Design………..143
5.9.3: University Strategy Map Design………..144
5.9.4: Faculty Strategy Map Design………...145
5.9.5: Change Password Design………...145
5.9.6: Notice Board Design………146
5.9.7: Staff Module………...146
5.9.7.1: Balanced Scorecard Information (Home) Design……….146
5.9.7.2: Guidelines Design……….147
5.9.7.3: Staff’s Information Design………148
5.9.7.4: Contracting: List of Staff’s Detailed KPIs………148
5.9.7.5 Staff Sends Request of Change Target Design………..149
5.9.7.6 Staff Tracking: Details of Achievement Records………..149
5.9.7.7 Staff’s Performance Review………..152
5.9.8 Appraiser Module………..154
5.9.8.1 Approval Window of Staff’s Target Change Request…………...154
5.9.8.2 Track Staff……….155
5.9.8.3 Evaluate Staff……….156
5.9.8.4 Staff Performance Review in Appraiser Module………...157
5.9.8.5 Faculty Performance Review in Appraiser Module………...158
VIII
5.9.10 Sign-Out Design………..159
5.10: Conclusion……….160
CHAPTER 6: SYSTEM IMPLEMENTATION AND TESTING 6.1: Introduction……….161
6.2: Development Environment……….161
6.3: Programming Language and Development Tools………...163
6.3.1: Client-Side Scripting Language for e-BSC System: JavaScript………..163
6.3.2: Server-Side Scripting Language for e-BSC System: PHP………...163
6.3.3: HTML………...164
6.3.4: Web Server for e-BSC System: Apache………...164
6.3.5: Macromedia Dreamweaver MX 2004………..165
6.4: Development Platform………165
6.5: Database Implementation………166
6.5.1: Database Server for e-BSC System: MySQL………..………..166
6.5.2: Database Connection Setting………166
6.6: Development Process………..167
6.6.1: Program Naming Convention………...167
6.6.2: Coding Styles………167
6.6.3: Coding Methodology………170
6.6.4: Testing and Evaluation of Development Process……….171
6.6.5: Programming Techniques……….172
6.6.5.1: Modular Programming………..172
IX
6.7: System Testing and Evaluation………...173
6.7.1: Testing Techniques………...173
6.7.1.1: Unit Testing………...173
6.7.1.2: Module Testing……….174
6.7.1.3: Integration Testing………174
6.7.1.4: System Testing………..175
6.7.1.5: User Acceptance Testing………...175
6.7.2: Test Cases and Test Data………..188
6.7.2.1: Unit Test Cases……….188
6.7.2.2: Module Test Cases………190
6.7.2.3: Integration Test Cases………...191
6.8: Conclusion………...192
CHAPTER 7: DISCUSSIONS AND CONCLUSION 7.1: Introduction……….193
7.2: Research Outcome………..193
7.2.1: Discussion………....194
7.3: Challenges and Problems Encountered………...197
7.4: System Evaluation………...198
7.4.1: The Strengths of the Proposed e-BSC System……….198
7.5: System Applications………199
7.5.1: Usefulness of the e-BSC System………..199
7.5.2: Benefits Gained………200
X 7.7: Limitations/Assumptions………....202 7.8: Conclusion………...203 REFERENCES………...………..204 BIBLIOGRAPHY………...…...214 APPENDICES APPENDIX A: Official Documentations………..………..215
APPENDIX B: Interview Questions: Strategic Planning Unit (SPU), University of Malaya………...217
APPENDIX B(I): Verbatim Statement by Strategic Planning Unit...219
APPENDIX C: Interview Questions: Previous and Current Deans in Faculty of Computer Science & Information Technology (FCSIT), University of Malaya……222
APPENDIX C(I): Verbatim Statement by Faculty of Computer Science and Information Technology Deans...224
APPENDIX D: Survey Form...226
APPENDIX E: SAS Documents………..………235
APPENDIX F: System Evaluation Questionnaire………237
APPENDIX G: System Evaluation – Comments/Feedbacks from Respondents……….242