Performance measurement in emerging market social enterprises using a balanced scorecard

Abstract

Performance measurement in social enterprises is important; however, up to now, there is no agreement on which tool to use, especially for those in emerging markets. Therefore, this study used a balanced scorecard to quantitatively measure performance of 446 social enterprises in South Africa. The findings show that the adapted perspectives of a balanced scorecard such as customer, organizational learning and growth, finance and internal processes can be used as performance indicators. This study developed and tested an adapted balanced scorecard that can be used as a performance instrument for enterprises that do not have specific measurement tools.