Healthcare Process Improvement: Overview of The Balanced Scorecard
ISE 468 ETM 568 Spring 2013
Dr. Joan BurtnerAssociate Professor, Department of Industrial Engineering and Industrial Management
Spring 2013 ISE 468 ETM 568 Dr. Burtner Slide 2
Balanced Scorecard
Developed by Robert Kaplan and David Norton in the early 1990s
Definition: A tool that translates an organization’s mission and strategy into a comprehensive set of performance measures that provides the framework for a strategic measurement and management system Source: Kaplan, R. and Norton, D. The Balanced Scorecard. (1996) Boston: Harvard Business School Press.
Spring 2013 ISE 468 ETM 568 Dr. Burtner Slide 3
Balanced Scorecard Benefits
Concept: An organization’s strategies and their execution are important factors in performance improvement
Potential benefits Increased financial returns A more market-oriented, customer-focused strategy Greater alignment between employees and company goals Improved collaboration Strong focus on strategy Accountability for performance at all levels of the
organization
Spring 2013 ISE 468 ETM 568 Dr. Burtner Slide 4
Links Strategy and Performance in 4 Areas
Learning and Growth Perspective
Internal Process Perspective
Customer Perspective
Financial Perspective
Spring 2013 ISE 468 ETM 568 Dr. Burtner Slide 5
Typical Graphic of Concept
Source: http://www.institute.nhs.uk/quality_and_service_improvement_tools/quality_and_service_improvement_tools/balanced_scorecard.html Accessed Oct. 18, 2009
Spring 2013 ISE 468 ETM 568 Dr. Burtner Slide 6
Typical Measures in Healthcare
Source: http://www.activestrategy.com/strategy_execution/example_balanced_scorecards.aspx Accessed Oct. 18, 2009