Case study: A fresh approach of the Balanced Scorecard in the Heathrow Terminal 5 project

Emerald - Tập 13 Số 4 - Trang 22-33 - 2009
RonBasu1, ChrisLittle2, ChrisMillard2
1Based at Henley Management College, Henley Business School, Gerrards Cross, UK
2Based at BAA Capital Programmes, Heathrow Airport, Hounslow, UK

Tóm tắt

PurposeThe purpose of this paper is to present a case study of the Heathrow Terminal 5 project and to illustrate a customised application of the Balanced Scorecard in a major infrastructure project with multiple stakeholders.Design/methodology/approachThe research methodology applied in this work was based on the case study methodology. The focus was on “how” questions and exploratory analysis of primary and secondary data supported in‐depth interviews with members from both the project team and suppliers.FindingsThe application of the concept of the Balanced Scorecard by Kaplan and Norton in project management is less frequent in comparison with operations management. The study has established a proven application of the Balanced Scorecard in managing quality in a major infrastructure project.Practical implicationsFor practitioners of major projects the paper gives implications for implementing the theoretical and customising requirements of the Balanced Scorecard involving key stakeholders.Originality/valueThe paper illustrates that metrics can be customised for major projects within the framework of the Kaplan and Norton Balanced Scorecard and that suppliers should be empowered to own the monitoring and improvement process using their performance data.

Từ khóa


Tài liệu tham khảo

Basu, R. (2001), “New criteria of performance management: a transition from enterprise to collaborative supply chain”, Measuring Business Excellence, Vol. 5 No. 4, pp. 7‐12.

Basu, R. (2004), Implementing Quality, Thomson, London.

Basu, R. (2008), “A third dimension of project quality”, Quality World, May, pp. 34‐8.

Kaplan, R.S. and Norton, D.P. (1996), The Balanced Scorecard, Harvard Business School, Boston, MA.

Little, C. (2005), “BAA Terminal 5”, paper presented to IQA Conference, Bali, 18 May.

Millard, C. (2005), “Make T5 quality”, internal BAA document, February.

Project Management Institute (2004), A Guide to the Project Management Body of Knowledge (PMBOK Guide), 3rd ed., Project Management Institute, Newtown Square, PA.

Zagrow, H.W. (2003), “Applying the Balanced Scorecard in project management”, AllPM Project Manager Project Management, November.

Yin, R.K. (2003), Case Study Research: Design and Methods, Sage Publications, London.

Thông tin
Thông tin xuất bản

Emerald

Tập 13 Số 4

22-33

Thông tin tác giả