THE

BALANCED
SCORECARD
DUQUEZ CHILDRENS HOSPITAL CORP.
IN-HOUSE TRAINING SESSIONS
OBJECTIVES

To orient staff nurses on the use of the Balanced

Scorecard in improving quality of performance
To illustrate the various application of the BSC in
the institutional setting
OUTLINE

The Balanced Scorecard

Advantages of the BSC
Organizational Perspectives
Generic Measurements
Example of a Balanced Scorecard
BSC Strategy Map
OUTLINE

The Balanced Scorecard Applied

Staff Performance Evaluation
Forms

Patient Satisfaction Survey

Customer Preference Survey
The Balanced Scorecard
(BSC)
The Balanced Scorecard is a strategic
planning and management system used to
align business activities to the vision and
strategy of the organization by monitoring
performance against strategic goals.
Advantages of BSC
It is used to align the business activities
to vision and strategy
It improves internal & external communication
It is used to monitor organizational performance
It provides management with comprehensive
picture of operations
It provides strategic feed back
It improves decisions making & leads to better
solutions
 Organizational Perspectives

The Balanced
Scorecard model
suggests that we
view the
organization from
4 perspectives.

Then develop
metrics, collect
data and analyze it
relative to each of
these perspectives
Adapted from The Balanced Scorecard by Kaplan & Norton
Organizational Perspectives
Financial
What must we do to create sustainable economic value?
Internal Business Process
To satisfy our stakeholders, what must be our levels of
productivity, efficiency, and quality?
Learning and Growth
How does our employee performance management
system, including feedback to employees, support high
performance?
Customer
What do our customers require from us and how are we
doing according to those requirements?
Generic Measurements
 Example of a Balanced Scorecard
STRATEGY MAP BALANCED SCORECARD ACTION PLAN
PROCESS: MANUFACTURING EXCELLENCE
OBJECTIVES MEASUREMENT TARGET INITIATIVE BUDGET
THEME: ROCE > xx%, VOLUME = xx,xxx units

FINANCIAL
PERSPECTIVE Operating Cost & Efficiency Cost/Unit, Efficiency Monthly Monitoring
Long-Term Shareholder
Weekly/Monthly
Value ROCE > xx% Capacity Utilization % Utilization
Monitoring
Trial Prod.
Capability Utilization Monthly Monitoring
Improve Grow Spare Parts Prod
Productivity Revenue Weekly/Monthly
Brand / Image Warranty Cost t
Monitoring

CUSTOMER
PERSPECTIVE Low Cost Manufacturing Man-hour per Unit Weekly Monitoring
OFFER PRODUCTS & SERVCIES World-Class Quality
Defect per Unit Daily Monitoring
THAT ARE CONSISTENT, TIMELY Standards
and LOW-COST World-Class Delivery Timing Sales Delivery Daily Monitoring
Low World Knowledgeable & Skilled
Direct Pass Rate Daily Monitoring
Cost
Customer
Class
Enhance
Partner
High Customer Satisfaction Market Feedback Weekly Monitoring
OPEX
Satisfaction Brand
Reinforce Brand Image Sales Volume
Monthly Monitoring RM XX M
Prod. & Sales Mtg.

CAPEX
INTERNAL
PERSPECTIVE Productivity Cycle Time Hourly Monitoring
ENSURE OPERATIONAL EXCELLENCE WITH
INNOVATION AS WELL BEING SOCIALLY
Delivery
Meet Daily Plan
WIP
Daily Monitoring
Daily Monitoring RM xx M
RESPONSIBLE KAIZEN Monthly follow-up
Continuous Improvement
ICC Specific Programmed
Operational Process
NPI Timely Introduction Weekly Follow-up
Excellence Innovation
Industrial Accident Cross Audits
Alliances with Socially Safety & Health
Commuting Accident Defensive Driving
SBUs Responsible Toxic Waste Disposal Facility Readiness
Environment
ISO 9002 Certification

LEARNING & GROWTH

PERSPECTIVE Training and Skill
Develop the Necessary Skills R&D & Development
Build-up
STRATEGIC JOB & SYSTEMS
Information Systems ALC, Procurement, Set-up, Test and
Availability Financial Validation
Skills Info. System Communication
Strategic Awareness Alignment
Programmed
 The Balanced
Scorecard Applied
STAFF PERFORMANCE EVALUATION
PATIENT SATISFACTION SURVEY

Customer Preference
Survey
STAFF PERFORMANCE
EVALUATION
Staff members shall be subject to the following
schedule of evaluation:
Annual evaluation
Senior Staff
Quarterly monitoring
6th Month
Probationary Staff 3rd Month
1st Month
STAFF PERFORMANCE
EVALUATION
Two parts:
Evaluation by the Nursing Supervisor = 90% of over
all rating
Routine-Based Performance
Task-Specific Performance.
Peer Evaluation = 10% of over-all rating
Monthly monitoring: Routine and Task-based
performance as gathered by the Nursing Supervisor.
STAFF PERFORMANCE
EVALUATION
Routine-based Evaluation
Evaluation based on the accomplishment of routine
hospital tasks daily or randomly assessed using a
prescribed checklist
STAFF PERFORMANCE
EVALUATION
Task-specific Performance
Evaluation based on the performance of specific
task assignments based on the following criteria:
Quantity of Work
Accomplishment of Work Goals
Amount of Work Productivity
Use of Time

Quality of Work
Accuracy
Completeness
Neatness
STAFF PERFORMANCE
EVALUATION
Orientation Checklist
Quarterly monitoring and performance updates
Peer evaluation
Annual assessment
Post-evaluation interview
STAFF PERFORMANCE
EVALUATION FORMS
..\EVALUATION\BOOK1.XLSX
PATIENT SATISFACTION
SURVEY
Patient Satisfaction Survey

Purpose: Not to get positive reviews but to identify

patient needs, complaints and areas of
improvement
Ask them politely
Conduct at least 5 surveys everyday
Assist the patient in answering it by explaining or
translating items that confuse them
Ensure randomness by asking both new and old
patients
Conduct 1 survey per in-patient as one of their
requirements prior to discharge
CUSTOMER PREFERENCE
SURVEY
..\CUSTOMER PREFERENCE
SURVEY\QUESTIONNAIRE.DOCX
Customer Preference
Survey
Purpose:
Personalize patient encounters
Get to know the patients:
Family backgrounds
Habits
Economics
Needs
Wants
Wishes
Caprices
Customer Preference
Survey
Conduct at least 3 when you have the liberty of
time to thoroughly interview the patient
Speak in a way that can be easily understood by
your patient
Be conversational
Customer Satisfaction
Survey
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