A conceptual evaluation model of the RFID performance using a balanced scorecard

There are twe purposes in this study. One is to help draw objective and reasonable results of performance evaluation by developing and proposing radio frequency identification (RFID) performance evaluation models suitable for public-sector and private-sector. The other is to use the model for pulling and accelating demand for RFID through concrete and measurable evidences of the new technology's benefits. This study developed two models for evaluating the performance of RFID using a balanced scorecard (BSC); one for the public-sector and the other for the private-sector. To determine the most appropriate indicators to capture performance changes resulting from the introduction of RFID for the two sectors, we performed an Analytic Hierarchy Process (AHP) analysis on a set of indicators from the existing literature. The result showed that the most important of the four performance perspectives was the customer perspective for the public-sector, and the financal perspective for the private-sector. Meanwhile, the key perfromane indicators (KPIs) which affected the attainment of organizational goals the most were customer satisfaction, cost reduction, economic effect, and inventory management efficiency for the public-sector, and return on investment (ROI), return on sales (ROS) and customer satisfaction for the private-sector.