“THE EFFECTS OF BALANCED SCORECARD IMPLEMENTATION: THE CASE OF A MALAYSIAN SERVICE ORGANIZATION FROM INTERNAL BUSINESS PROCESSES PERSPECTIVE”. Journal of Technology and Operations Management 11, no. 2 (December 28, 2016): 108–126. Accessed November 10, 2025. https://www.educationmalaysia.co.uk/index.php/jtom/article/view/jtom2016.11.2.10.