Assessment On The Humanitarian Logistics Performances Of Irc-ethiopia Using Balanced Scorecard (the Case Of Somali Region Jigjiga Humanitarian Response Program)

In order to alleviate the suffering of people, effective and efficient performance of humanitarianrnorganization is important. The balanced scorecard has enabled many organizations to overcomernthe deficiencies traditional performance assessments that largely focused on financialrnperformance of an organization. This system provides feedback on internal business processesrnand external outcomes to continually improve organizational performance and results. Thernclearest benefit of Balanced Scorecard (BSC) approach in the humanitarian logistics performancernof humanitarian organization is the importance it places on customer service. In thernhumanitarian sector, the customer's perception of service and the media's portrayal of thisrnservice greatly affect an organization's reputation and potential donations, so the customerrnperspective is critical in this sector. The purpose of this study was to investigate the performancernof humanitarian organizations in Jigjiga and identify the main challenges of the organizationrnthat hindered to achieve its intended objectives by the application of the BSC taking IRC as arncase organization. It assessed the logistics performances of IRC and ways of improving thernlogistics performances of the organization in enhancing the beneficiaries’ satisfaction in SomalirnRegion, Jigjiga humanitarian response program in four woredas namely; Erer, Shinile, Ayishia,rnand Dambel in the Siti Zone. Data was collected using a questionnaire from 100 communityrnrespondents and 35 IRC staff informants. The data was analyzed using percentages andrndescriptive statistics such as the mean. The findings were presented in tables and figures. Thernstudy findings revealed that the customer perspective as a component of BSC is effective inrnmeasuring performance of humanitarian organizations. The customer perspective capturesrnmeasures regarding IRC operations and processes necessary to meet customers’ expectations andrnincrease their satisfaction. There research identified also different challenges on the performancernof IRC to reach to its beneficiaries effectively. These include presence of well-defined andrnfunctional procurement procedures, Flexibility to revise and improve internal business processes,rnCorruption, poor governance and Proper control mechanisms over purchases mainly challengedrnthe performance of the organization.

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