Appendix 1

Perspective/Critical success Factor

Social- which is the mission statement
Customer Perspective
Customer Satisfaction
Customer Retention
Market Share
Number of new customers
Internal Business Perspective
Quality of Service Provided
interdivisional relationships
Safety -Transportation
Safety - Other Services
Expanding our services
Learning and Growth Perspective
Employee Training
Employee Satisfaction
Employee Retention
Employee Productivity
Financial Perspective
Lower Cost per Patient
Increasing revenues from outside sources received
Asset Utilization

Balanced Scorecard for Great Persons, inc

Measure

5 point satisfaction survey

Number of return customers, Percentage of return customers
Percentage of Market Share
Number of new customers
Satisfaction survey, 5 point satisfaction survery
Number of Referal to transportation services from other divisions
Number of incidents
Number of Incidents via incident reports
Number of Services offered, Number of New services offered
Number of training hours
Employee satisfaction survey
Employee Turnover
Number of patients visited
Cost per Patient
Change in funding received from outside sources (donations and from
government)
Average Assets from health equipment program sitting in storage

Target

Initiative

Time frame

Person
Responsible

Employee rendering service

Employee rendering service
Executive Director
Business Director
Caregivers
Communication and Development Director
Drivers/maintence
Caregivers
Communication and Development Director
Human Resource Director
Human Resource Director
Human Resource Director
Business Director
Business Director
Board of Governers
Mary Seehouse(adult service director)

Actual
Results

Variance