Balanced Scorecard Goal Four: Provide Policy Management, Advocacy and Problem Solving' Measuring Achievement of Internal Customer Objectives

摘要

The Great Plains Regional Medical Command is the headquarters for command and control, budget and resource allocation, direction of clinical and administrative operations and readiness for ten Army Medical Treatment Facilities within its geographical boundaries. In an effort to maximize its efficiency and improve internal customer relations, the GPRMC has incorporated use of a Balanced Scorecard within its management scheme. The scorecard serves as a strategy map to communicate its overall plans and goals throughout organization. However, being the first Regional Medical Command within the Army Medical Department to implement a Balanced Scorecard, the Great Plains was faced with establishing measurable standards and goals to track its current status and progress. This study serves as one method for establishing a measurement tool to assess a specific band of goals on the scorecard, chosen by the headquarters. The goal, 'Provide Policy Management, Advocacy and Problem Solving', addresses the relationship between the headquarters and its internal customers: the subordinate commanders and senior staff officers that directly manage the ten Medical Treatment Facilities within the region.