Determining the measurement of the internal process in public universities according to BSC

Universities have realized that providing quality services is one of the strategic categories of the organization's survival. In recent years, the entry of public universities into international rankings such as The Times, as well as the requirement of the Ministry of Science, Research and Technology and the university trustees to prepare strategic and operational plans, has drawn their attention to the balance score card. Continuous improvement of university performance will not be possible without checking and knowing the progress and achievement of goals, and getting feedback and identifying processes that need serious improvement. The requirement of the mentioned items is to evaluate and measure the performance. In today's competitive and complex world, accounting and financial metrics that are generally retrospective are not enough to reflect the success or failure of organizations. The performance of universities should be evaluated with criteria related to customer satisfaction, internal processes and growth and learning capabilities. The main research question is "What are the criteria for evaluating balanced performance in the perspective of internal processes in public universities?" In this regard, after reviewing the literature and the background of the research, 6 main processes of the universities were determined and a total of 110 measurement were proposed in the perspective of the internal processes and by surveying the universities through an electronic questionnaire among the statistical population of the research, including academic staff members, scientific assistants, senior and middle managers of universities and students who were directly related to the internal processes of the universities were distributed. Then using statistical tests, 6 important internal processes were prioritized and a total of 107 important criteria were determined and prioritized