Multidisciplinary Journal of Science and Technology

A SYSTEM OF INDICATORS (BSC) THAT BALANCES THE QUALITY OF SERVICES IN THE CONTEXT OF SUSTAINABLE DEVELOPMENT

USMANOVA NASIBA AKBARJONOVNA

Associate Professor, PhD of the Department of Management, at the Samarkand Institute of Economics and Service, Uzbekistan

NISHONOVA MAVLUDA SHUXRATJON QIZI

Master's student, group MMN-124, department "Master's degree" of the Samarkand Institute of Economics and Service, Uzbekistan

Keywords: balanced scorecard (BSC), service quality, sustainable development, financial indicators, customer satisfaction, internal business processes, personnel, and innovations, strategic management.

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Abstract

our thesis analyzes the importance of the balanced scorecard (BSC) in managing the quality of services in the context of sustainable development. The BSC system is considered an effective tool for improving service quality, achieving strategic goals, and ensuring the long-term sustainable development of the organization. The main areas of this system - financial indicators, customer satisfaction, internal business processes and personnel, and innovations - serve for a comprehensive assessment and improvement of the quality of service. Also, the BSC supports the principles of sustainable development and provides balanced management of the organization's development in environmental, economic, and social aspects.

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