multidimensional evaluation of performance with experimental application of balanced scorecard a two year experience多维评价的性能与实验应用平衡计分卡两年经验.pdfVIP

Lupi et al. Cost Effectiveness and Resource Allocation 2011, 9:7 /content/9/1/7 RESEARCH Open Access Multidimensional evaluation of performance with experimental application of balanced scorecard: a two year experience Silvia Lupi1†, Adriano Verzola2*†, Gianni Carandina3†, Manuela Salani2†, Paola Antonioli4† and Pasquale Gregorio1† Abstract Background: In today’s dynamic health-care system, organizations such as hospitals are required to improve their performance for multiple stakeholders and deliver an integrated care that means to work effectively, be innovative and organize efficiently. Achieved goals and levels of quality can be successfully measured by a multidimensional approach like Balanced Scorecard (BSC). The aim of the study was to verify the opportunity to introduce BSC framework to measure performance in St. Anna University Hospital of Ferrara, applying it to the Clinical Laboratory Operative Unit in order to compare over time performance results and achievements of assigned targets. Methods: In the first experience with BSC we distinguished four perspectives, according to Kaplan and Norton, identified Key Performance Areas and Key Performance Indicators, set standards and weights for each objective, collected data for all indicators, recognized cause-and-effect relationships in a strategic map. One year later we proceeded with the next data collection and analysed the preservation of framework aptitude to measure Operative Unit performance. In addition, we verified the ability to underline links between strategic actions belonging to different perspectives in producing outcomes changes. Results: The BSC was found to be effective for underlining existing problems and identifying opportunities for improvements. The BSC also revealed the specific perspective contribution to overall performance e