Balanced Scorecard: A Management System for Wilford Hall Medical Center - The Premier Air Force Medical Enterprise

摘要

The Balanced Scorecard Management System (BSMS) at Wilford Hall Medical Center (WHMC) is a strategic management and measurement system that translates the organization's vision, mission and goals into a comprehensive set of performance measures. The BSMS allows leaders to manage the organization by focusing on the critical issues that define the organization's contributions to the enterprise. The scorecard was built by aligning performance measurements within the four key scorecard perspectives of Learning & Growth, Internal Business Processes, Customer and Financial. Additionally, balance in the scorecard was achieved with the measurements (either quantitative or qualitative), by focusing on both outcome measures and performance drivers. This paper describes the work that went into building the BSMS at the premier Air Force medical enterprise. From a discussion of the conditions that prompted the study to a look at the statement of the problem, the author explores the history and use of the balanced scorecard concept in civilian business, industry and healthcare. From that point the author discusses the BSMS as it applied directly to WHMC, from an early focus on defining the mission, vision and goals of the organization, through development of Mission Essential Tasks to measurements. The final product of the efforts applied was an Intranet-based, database automated, Balanced Scorecard Management System.