Developing a Balanced Score Card

Session 1
Viki Massey, Quality Coordinator

A Joint Venture of London Health Sciences Centre and St. Joseph¶s Health Care London

When you can measure what you are speaking about, and express it in numbers, you know something about it; but when you cannot measure it, when you cannot express it in numbers, your knowledge is of a meager and unsatisfactory kind.
William Thompson (Lord Kelvin), 1824-1907 1824-

What is a Balanced Score Card? 1) 2) 3) A measurement system A strategic management system A communication tool .

Learning.Internal Service Process .BSC as a Measurement System    Translates mission.Customer Relations .Financial . Innovation and Growth . vision and strategy through objectives and measures Provides a framework to describe the key elements in the achievement of the strategy Measures four perspectives .

Innovation and Growth .BSC as a Measurement System Financial Customer Relations Vision and Strategy Internal Service Process Learning.

and execution contributing to the bottom line? Are we meeting operational and financial targets? Dimensions of Quality: ± Efficiency .Financial Perspective     What financial steps are necessary to ensure the execution of our strategy/goals? Are the program¶s/ department¶s goals. implementation.

Internal Service Process Perspective    What critical processes must we excel at to satisfy our customers/stakeholders? What must be done internally to meet patient/customer expectations? Dimension of Quality: ± Effectiveness ± Appropriateness ± Safety .

Customer Relations Perspective are our target customers?  How do our patients/customers see us?  How do patients/customers rate our performance?  Dimension of Quality:  Who ± Accessibility ± Acceptability ± Continuity .

Learning. Innovation and Growth Perspective  How can we continue to improve?  What capabilities and tools do our employees need to execute our strategy/goals?  Dimension of Quality: ± Competence ± Participation .

BSC as a Strategic Management System  Translates strategy into: Objectives  Measures  Targets  Initiatives  .

Translating with the BSC Desired state Differentiating activities What must be done well to implement strategies How strategic success is measured Mission Vision Strategy/Goals Objectives In each perspective Measures In each perspective .

therapeutic and consultative services of the highest quality. . London Laboratory Services Group (LLSG) provides the health care system with appropriate and comprehensive diagnostic.LLSG Mission Statement In the spirit of innovation and collaboration.

the region and beyond .LLSG Goals/Strategy The London Laboratory Services Group will:       be recognized as a centre of excellence and leader in providing diagnostic services develop an understanding of the needs of the users of our services be responsive to the needs of other health care providers communicate openly with users of our services be a leader in developing and implementing new technologies provide diagnostic and therapeutic services for the hospital.

LLSG Goals/Strategy cont¶d The London Laboratory Services Group will:      provide cost effective and efficient services provide an atmosphere of team work which is responsive to and supportive of learning collaborate with researchers to advance medical science partner with educational institutions to provide training for medical professionals develop partnerships with industry and other institutions which will enhance the range and scope of laboratory services .

BSC as a Communication Tool Describes and translates strategy to employees through clear and objective performance measures Example Goal: Objectives: Measures: LLSG will provide cost effective and efficient services Reduce costs Increase productivity Supply costs Workload .

Today¶s Exercise Form 4 groups. Record all objectives 4. Record other objectives as suggested by the other groups . Brainstorm objectives 3. Present objectives to other groups 5. Appoint a scribe/presenter 2.one for each perspective Within each group: 1.

Brainstorming Exercise Purpose: to generate multiple ideas. in this case for developing BSC objectives .

.BSC Objectives 1. lower. improve. Start with an action verb: increase. Describe the activities that we must perform well to successfully implement strategy/goals 2. achieve etc. Answer the questions associated with each perspective 3. develop.

No idea is a bad idea 2. Be creative 3. Take risks 4. No criticism allowed .Brainstorming Exercise Rules: 1.

Out loud. Continue around the table until all ideas are exhausted . Pass notes to scribe to review out loud and record OR 2. one by one. write ideas down on sticky notes. each person states an idea which the scribe then records In silence. round robin.Brainstorming Exercise Method: Round Table 1.

Next Steps  Review BSC perspective guides  Review objectives generated by the brainstorming exercise  Consolidate and clarify objectives  Vote on top candidates  Trim list to a maximum of 3 per BSC perspective .

Niven .Reference  Balanced Score.Step by Step: Maximizing Performance and Maintaining Results Paul R.

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