Integrating Analytic Hierarchy Process (AHP) and Balanced Scorecard (BSC) Framework for Sustainable Business in a Software Factory in the Financial Sector

A balanced scorecard (BSC) framework for a factory that develops software for banking was proposed by us at the end of 2015 to ensure its sustainability, and was focused on improving its productivity and cost. Based on this framework, the aim of this study is to construct an approach using the analytic hierarchy process (AHP) and BSC for evaluating a factory's performance in order for it to become a sustainable business. In this study, AHP is proposed to prioritise and determine weights for the perspectives and indicators included in the BSC for a financial software factory (FSF). The combination of these weights with different indicator measures produces a model that provides an effective assessment tool for FSF managers. The results of the study, which are shown both globally and disaggregated according to the different roles of FSF stakeholders, show that user satisfaction is the main pillar for making decisions. In addition, the result considering roles shows differences according to the relationship of each stakeholder with the software factory. The current study has been validated in a Spanish factory that develops software for several financial entities.