Balanced scorecard in an engineering construction company

The aim of the current paper is to illustrate the development of a Balanced Scorecard for strategy implementation and control in an engineering constructions enterprise. The main results are: the design of the Balanced Scorecard, integrated with other techniques that came to fertilize the conception of its perspectives (SERVQUAL model, Quality Function Deployment method and an integrated index for measuring financial and economic efficiency); the building of the cause-effect relations that help analyzing the performance drivers, based on the strategy map; and a set of indicators with a dynamic approach, that are aligned to strategic objectives and goals. The final BSC proposal, compounded of 21 indicators, was communicated down to all levels of the enterprise, with the aid of software "Catalejos", which shows comprehensive information through comparative charts and reports. From the application of the integrated index for financial efficiency evaluation, it is concluded that the company exhibited a steady performance; meanwhile, the use of quality models in both customer and internal processes perspectives, represented a contribution to customers' expectations management as well as processes improvement.