Dynamic environment of telecommunication industry, high-level of competition and increased
customers' expectations have made necessity of getting awareness of attaining a comprehensive
performance management model, confident, trustable and flexible.
Business Performance Management (BPM) is an incredible method as it helps organizations to plan,
monitor, analyze, and manage business more effectively by providing a comprehensive view for
This study contributes to providing decision makers with a systematic approach for establishing a
visual strategy map with a consideration of the involved causal relationships among Key Performance
Indicators (KPI’s). Performance Management Committee (PMC) from Paltel Group in cooperation
with the researchers reviewed and formulated Paltel Group strategy to identify business strategy and
construct Balance Scorecard (BSC), also, build strategy map to measure financial and non-financial
A proposed framework in this study would be a useful and valuable reference to measure actual
performance against target values, and facilitate review and divide results to understand the post
actions taken resulting in the current position.
This study proposes a model based on the Analytical Hierarchy Process (AHP) and BSC for
evaluating the performance of Paltel Group. The analytic hierarchy is structured by the four major
perspectives of the BSC including financial, customer, internal process, and learning and growth,
followed by performance indicators.