THE EFFECTS OF BALANCED SCORECARD IMPLEMENTATION: THE CASE OF A MALAYSIAN SERVICE ORGANIZATION FROM INTERNAL BUSINESS PROCESSES PERSPECTIVE. Journal of Technology and Operations Management, [S. l.], v. 11, n. 2, p. 108–126, 2016. DOI: 10.32890/jtom2016.11.2.10. Disponível em: https://www.educationmalaysia.co.uk/index.php/jtom/article/view/jtom2016.11.2.10. Acesso em: 10 nov. 2025.