Performance Evaluation with a Combination of Balanced Scorecard Model and the Fuzzy Best-Worst Method (Case Study: Mashhad City Train Operation Company)

The main purpose of this study is to provide a framework for evaluating the performance of Mashhad City Train Operating Company based on a balanced scorecard and multi-criteria decision technique (fuzzy best-worst). The current research is applied in terms of purpose and quantitative-documentary in terms of method. Qualitative data collection was done based on the opinion of 15 experts during the period between 2017 and 2019 in Mashhad Train Operation Company. Nine financial criteria, sixteen in terms of customers, eight in terms of internal process and fourteen in terms of growth and development and learning to evaluate performance through company documents and previous research are identified and weighted; Therefore, in this study, an attempt was made to calculate the weight of perspectives and criteria using the best-worst fuzzy technique, respectively, in which the perspective of customers had the most weight and the perspective of growth and development and learning had the least weight; Finally, the performance of Mashhad City Train Operating Company was evaluated. The overall performance of the company has decreased in 2018 compared to 2017, and has increased in 2019 compared to 2017 and 2018.