O Balanced Scorecard da oficina Peugeot, da MCoutinho Douro, no Porto

: the Balanced Scorecard for the Peugeot automobile repair shop, of MCoutinho Douro, in Oporto

Abstract

The aim of this work is to develop a Balanced Scorecard (BSC) for the Peugeot automobile repair shop of MCoutinho Douro in Oporto. Its purpose is to demonstrate that MCoutinho should not only use financial indicators in the performance evaluation process of their repair shops, but they should make use a set of other non financial indicators in other perspectives such as customer, internal processes, learning and development. With this project, the Group give the first step in the acceptance of this strategic management tool, the BSC. A review of bibliography on the BSC methodology is presented and the main considerations about the construction to the MCoutinho Group and in the automobile repair shop, under analysis. The methodological approach adopted requires, as a first step, a development of a Group and a business area strategy maps as they are considered necessary requirements for establishing the BSC of Peugeot automobile repair shop of MCoutinho Douro in Oporto. Interviews and meetings, with the key MCoutinho stakeholders involved in this project are performed, but also a collection and an analysis of several documents is done, in order to obtain the necessary information to the construction of the BSC. Finally, some conclusions obtained from this project are set out for the automobile repair shop under analysis and for the Group MCoutinho.

Date of Award	May 2012
Original language	Portuguese
Awarding Institution	Universidade Católica Portuguesa
Supervisor	Sofia Salgado (Supervisor) & Paulo Alves (Supervisor)