Using the best-worst method to develop intellectual capital indicators in financial service company

Abstract

The purpose of this paper is to propose a new integrated model for developing intellectual capital performance indicators to improve the traditional IC process model, and the proposed model will be applied to a financial shared services company. The focus of the study is to combine IC management with the MCDM method to construct an IC measurement system and to use the best-worst method to calculate the weights of IC performance indicators to prioritize KPIs. These prioritized IC performance indicators help managers to focus on the key components of their IC management and to better allocate the limited resources within the organization.