An evaluation of a service line's Balanced Scorecard process.

摘要

The purpose of this study was to assess a Balanced Scorecard (BSC) process in health care. Specifically, this study evaluated how a BSC was implemented by the Emergency Medicine service line within one integrated delivery system. The study compared the BSC definition process used by the service line with the definition process that is recommended by the originators of the BSC. Also, the maturity of the service line's BSC production process was assessed using IBM's business process evaluation methodology. In comparing the service line's BSC approach to the BSC originators' three phases of a BSC, the service line followed the protocol, with the exception of Phase One. The service line's BSC process, overall, received a “Beginner” rating. It is recommended that practitioners and researchers consider using the Bilkhu-Thompson checklist for process certification, as developed and used in this study. In addition, the use of the Bilkhu-Thompson questionnaire is suggested.