TABLE OF CONTENTS LIST OF FIGURES...XI LIST OF TABLES...XIV LIST OF ABBREVIATIONS...XV. 1.1: Background : Problem Statements...

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1 TABLE OF CONTENTS PAGE NO. LIST OF FIGURES....XI LIST OF TABLES XIV LIST OF ABBREVIATIONS......XV CHAPTER 1: INTRODUCTION 1.1: Background : Problem Statements : Objectives : Research Questions : Research Hypotheses : Significance of Study : Research Scope, Assumptions and Limitations : Expected Outcome : Definitions of Terms : Summary of Contents...11 CHAPTER 2: LITERATURE REVIEW 2.1: Introduction : Performance Planning : Performance Measurement (PM) : Examples of Performance Measurement Frameworks...18 I

2 : The Needs of Performance Measurement (PM) : Factors that Affects Performance Measurement : Performance Metrics : Knowledge Management (KM) : Measuring Knowledge Management (KM) Solution : Balanced Scorecard (BSC) The Performance Measuring Tool : Knowledge Management (KM) in Higher Education Institutions : Performance Measurement in Public Sector : Performance Measurements in Higher Education Institutions : Measures Used in Evaluating Higher Education Institutions Performance : Electronic-based Performance Measurement System : Application of Balanced Scorecard (BSC) : The Benefits of Applying Balanced Scorecard (BSC) in Organization : Balanced Scorecard (BSC) in Education Sector : Examples of BSC Adoption in Education Sector : Comparison of Balanced Scorecard (BSC) in business/profit-seeking organizations : Putting Balanced Scorecard into Automation : Comparison of Other Performance Measurement Techniques Compared to BSC : Aspects to Consider for the Implementation of BSC Performance Measurement System : Suggestion of Individual Performance Measurement Score : Gaps in Research Area : Comparison of existing web-based Balanced Scorecard applications II

3 2.11.1: Performance Management Software QPR Scorecard (QPR Software2008) : CorStrategy (Rocket Software Inc., 2008) : Host Scorecard Web based Balanced Scorecard and Dashboard Software (Host Analytics Inc, 2008) : PM Express (TM) (PM Express, 2008) : Spider Strategies' Corporate Management Suite (CMS) (Spider Strategies, 2008) : Summary of existing web-based Balanced Scorecard applications : Comparison of Development Tools : Scripting Languages : Client-Side Scripting Languages : Server-Side Scripting Languages : Comparison of Some Scripting Languages : Comparison of Some Development Methodologies : Conclusion...59 CHAPTER 3: RESEARCH METHODOLOGY 3.1: Introduction : Research Methods : Qualitative Research : Quantitative Research : Requirements Elicitation Techniques/ Instruments : Interview 63 III

4 : Interview with Strategy Planning Unit (SPU), University of Malaya : Interview with Previous and Current Deans in Faculty of Computer Science & Information Technology (FCSIT), University of Malaya : Survey : Sample of study for Survey Questionnaire : Format and Purpose of Questionnaire : Documentation Analysis : Observation : Attending Seminar and Workshop : SAS Seminar and Roundtable Discussion : Workshop by Strategic Planning Unit (SPU), University of Malaya Summary of the Requirements Elicitation Techniques/ Instruments : System Development Methodology : Conclusion.75 CHAPTER 4: REQUIREMENT AND SYSTEM ANALYSIS 4.1: Introduction : Interview Findings : University/Corporate Level :.Mission and Vision Development Process in University of Malaya.. 77 IV

5 : New Strategy Formulation and Review on Existing Strategies : Role of Balanced Scorecard in University of Malaya : Excellence in Academicians and Challenges : Faculty Level : Strategy Planning Process : Formulating New Strategy and Review on Existing Strategies : Performance Measurement at Faculty Level : Target and KPI settings : Excellence in Academicians : Analysis results of Strategic Planning Practice in University Malaya from data gathering methods : Survey Findings : Statistical Analysis : Constitution of Excellence in Academicians based on Level of Importance : Findings from Documentation Analysis and Observation of Current Performance Measurement System : SAS and Round Table Discussion : Evolutions of Measurements : Performance Measurement Challenges : Cultural obstacles that public sectors face in Performance Measurement efforts : Individual Performance Planning and Measurement for Academicians : Three Stages of Individual Performance Planning and Measurement Process 104 V

6 4.7: Proposed Performance Measurement Framework in University : Process of Cascading Strategy Objectives in BSC Perspectives : The identification of potential users of the proposed e-bsc system and their responsibilities : Functional and Non-Functional Requirements : Functional Requirements of e-bsc : Non-Functional Requirements of e-bsc Conclusion..121 CHAPTER 5: SYSTEM DESIGN 5.1: Introduction : Architecture Design : System Architecture of e-bsc: Three-Tier (Client-Server) Architecture : Functional Design of e-bsc System : General flow of e-bsc System : Modules of e-bsc System and Allocation of Tasks : Generalized Processes of e-bsc System : Activity Diagram of e-bsc System (General Procedural Flow) : Activity Diagram: Sign-In System : Activity Diagram: Request Change Target : Activity Diagram: Contracting : Activity Diagram: Update Achievements and Final Report Submission : Activity Diagram: Evaluation : Database Design..136 VI

7 5.7.1: Normalization (Relational Database Model) : The Entity-Relationship Model for e-bsc System : Graphical User Interface Design : User Sign-In Design : Forgot Password Design : University Strategy Map Design : Faculty Strategy Map Design : Change Password Design : Notice Board Design : Staff Module : Balanced Scorecard Information (Home) Design : Guidelines Design : Staff s Information Design : Contracting: List of Staff s Detailed KPIs Staff Sends Request of Change Target Design Staff Tracking: Details of Achievement Records Staff s Performance Review Appraiser Module Approval Window of Staff s Target Change Request Track Staff Evaluate Staff Staff Performance Review in Appraiser Module Faculty Performance Review in Appraiser Module Help Function 159 VII

8 Sign-Out Design : Conclusion.160 CHAPTER 6: SYSTEM IMPLEMENTATION AND TESTING 6.1: Introduction : Development Environment : Programming Language and Development Tools : Client-Side Scripting Language for e-bsc System: JavaScript : Server-Side Scripting Language for e-bsc System: PHP : HTML : Web Server for e-bsc System: Apache : Macromedia Dreamweaver MX : Development Platform : Database Implementation : Database Server for e-bsc System: MySQL : Database Connection Setting : Development Process : Program Naming Convention : Coding Styles : Coding Methodology : Testing and Evaluation of Development Process : Programming Techniques : Modular Programming : Modules Integration..172 VIII

9 6.7: System Testing and Evaluation : Testing Techniques : Unit Testing : Module Testing : Integration Testing : System Testing : User Acceptance Testing : Test Cases and Test Data : Unit Test Cases : Module Test Cases : Integration Test Cases : Conclusion CHAPTER 7: DISCUSSIONS AND CONCLUSION 7.1: Introduction : Research Outcome : Discussion : Challenges and Problems Encountered : System Evaluation : The Strengths of the Proposed e-bsc System : System Applications : Usefulness of the e-bsc System : Benefits Gained : Future Enhancements and Expansions 200 IX

10 7.7: Limitations/Assumptions : Conclusion REFERENCES BIBLIOGRAPHY APPENDICES APPENDIX A: Official Documentations APPENDIX B: Interview Questions: Strategic Planning Unit (SPU), University of Malaya APPENDIX B(I): Verbatim Statement by Strategic Planning Unit APPENDIX C: Interview Questions: Previous and Current Deans in Faculty of Computer Science & Information Technology (FCSIT), University of Malaya 222 APPENDIX C(I): Verbatim Statement by Faculty of Computer Science and Information Technology Deans APPENDIX D: Survey Form APPENDIX E: SAS Documents APPENDIX F: System Evaluation Questionnaire 237 APPENDIX G: System Evaluation Comments/Feedbacks from Respondents.242 APPENDIX H: User Manual 245 X