Strategy Maps of 21 st

Century Entrepreneurs
Balance scorecard

Yohanes Wijaya
5303017003
Faculty of Engineering
16/09/2020
 Content in this presentation

explanation CASE study references

Relating conclusion
Theory
Balance Scorecard ????? Wh
at is
t ha t
?? ??

Understanding the definition

Norton Balance Scorecard is a performance measurement

framework that provides an integrated look at the business
& performance of a company by a set of measures, which
Kaplan includes both financial and non-financial metrics
 Dimension of bsc
FINANCIAL
describes how an organization intends to
create sustainable growth in shareholder
value.

Learning & growth Customer

describes how both people and technology
combine to support the organization
BS Describes the expected target customers
and market segments for the organization
strategy C
Internal
Describes the internal business process
that can satisfy both customers and
shareholders
 Simple model of strategy
strategy maps used by Financial
an organization to If we succeed, how will we look to our
shareholders?
create a value
Customer
To achieve our vision, how must we look to
our customer?

Internal
To satisfy our customer, which process must
Note : we excel at?
For non-profit organization financial
perspective replaced with fiduciary
perspective. Learning & Growth
To achieve our vision, how must
organization learn and improve?
Strategy maps on how an organization creates
value (detail version)
 Strategy balances Strategy is based on a
differentiated customer value
contradictory forces proposition

Strategy maps based on

several principles
Value is created through
Strategic alignment
determines the value of
internal business
intangible assets processes
 Introduction to experience
Industrial Organization How to BSC
Engineering performance optimalize it? Strategy maps

Know thing to
Profit!!!!! improve
trategy Maps used for planning and Strategy/evaluate
evaluating Financial
Supply chain management Measuring Rateperofoperation
return on investment, cost
hour

Customer
Measuring customer query time,
responsiveness to urgent delivery

Internal
Note :
Measuring total supply chain cycle time,
In supply chain management, integration between all parties
product development time
(supplier, manufacturer, distributor, and customer) is very
important. Make some good strategy and evaluate current
condition is needed to improve the quality of supply chain.
Learning & Growth
Measuring capacity utilization, order entry
methods,
 Why using bsc for
behavioral health care???
??? Behavioral
BSC health care
???
Background : In providing health care, health workers must also pay
attention to the values provided in their services and be responsible for the
services provided to the customer
Purpose : BSC used to identify sources of error and take
corrective action, so all person involved can make the health care
organizations coordinated and integrated.
 Financial\
Five interlinked levels of quality Financial goals, mission
measured customer
in a Balanced Scorecard Health-related quality of life and customer
satisfaction

Clincal
Targeted clinical outcomes

Note : Internal
Santiago propose to adding another step/level Intermediate outcomes
(leading or performance indicators)
to his bsc (clinical)

Learning & Growth

Capabilities and competencies,
information management, and innovation
 Indicator That Santiago Used
Financial :
- Profit margin
- Profit given to charity (CSR) process :
- Average length of stay
Clinical : - Rate of side effects (safe medication)
- Number of patient who return
- Number of patient who are symptom
free after treatment
Learning and growth :
customer : - Percent of staff trained for specific tasks
- Percent of patient very satisfied - Percent of staff needed for unit
- Percent of penetration in local market
- Percent of patient who drop out of care
 Santiago’s result
The benefits of using BSC into Behavioral Health Care organization it will allows
the patient, hospital, government agencies, and insurance companies to make the right
decisions about the quality of services provided

BSC will allow organizations and organizations to market services them

by publishing their results, that is helping patients, employers and
payers who are informed to make choices based on capabilities and
providers to meet their needs and expectations.

BSC is unbeatable with service health care from the Kaplan and Norton
model is a strategic planning i m p l e m e n t a t i o n tool which
combines a set of indicators, connectedness in a series of events and
organization in the desired direction
 BSC For Covid-19 Situation
Players of covid-19 institutions :
- Clinic : Small public health facility established to provide
care to patient and usually only treats minor case

- Hospital : health service facility which supports

inpatient care, emergency services, and supported by
specialist doctors

- bpjs : social security services in the form of health insurance

provided by the government
 BSC For Covid-19 Situation

Proposal for covid-19 institutions

After studying about bsc for behavioral health care, some proposal or advice I can give to covid-19
institutions :
- Increase the ability and skills of medical personnel to handle patient with covid-19 (learning
& growth perspective)
- Improve the patient management system and queuing processes (Internal)
- The effect of medical personnel with ability to handle covid-19 will reduce the death rate
because of covid-19 (Clinical perspective)
 CONCLUSION

1. BSC is a good method for an organization if the organization need

some improvement and make strategy
2. All of the dimension in bsc (learning & growth, internal process,
customer, financial) have flexible indicators that can be used
anywhere
 REFERENCE

• Kaplan, R. S., & Norton, D. P. (2004). Strategy Maps: Converting Intangible Assets
into Tangible Outcomes. Boston: Harvard Business School Publishing Corporation.
• Santiago, J. M. (1999). Use of the balanced scorecard to improve the quality of
behavioral health care. Psychiatric Services,50(12),1571–1576.
https://doi.org/10.1176/ps.50.12.1571.
• Rajat ,B. & Millind, K. S. (2007). Performance Measurement of Supply Chain
Management : A Balanced Scorecard Approach.
DOI : 10.1016/J.CIE.2007.04.001