PERFORMANCE EVALUATION OPTIMIZATION MODEL WITH A HYBRID APPROACH OF NDEA-BSC AND STACKELBERG GAME THEORY IN THE PRESENCE OF BAD DATA

The evaluation of organisational performance and internal power is of the most significance for any organisation. The purpose of this paper is to present a hybrid approach using Network Data Envelopment Analysis (NDEA), BSC, and Game Theory to evaluate the performance of decision-making units. To evaluate the efficiency of each decision-making unit, the relationship between different departments within an organisation is modeled based on the BSC indicators (growth and learning perspective, internal processes perspective, customer perspective, and financial perspective). Also, the influence of each of the BSC indicators on the efficiency of the decision-making units is examined using Game Theory and Stackelberg Theory. Moreover, the indicators related to each aspect of the BSC are expressed as input/output to determine performance. The proposed model has been implemented in 15 different cement factories based on the information obtained in 2021. The results reveal that the customer perspective has the greatest impact on the performance of the entire organisation and plays a crucial leading role in the organisation. Among the followers, the perspective of internal processes that is influenced by the leader strategy (customer perspective) is ranked first, and the perspectives of growth, learning, and finance are ranked second, third, and fourth, respectively. This research facilitates managerial decision-making for the optimal allocation of resources to increase the performance and profitability of the organisation.