Master Improvement Story

Balanced Scorecard

Short Term

Measures

Hospitals

Service Industries

Manufacturing

Information Technologies

Financial

Increase Revenue

Innovation: % of revenues from products less than 3 years old
Customer Intimacy: Share of wallet
Operational Efficiency: ROI, ROE

Innovation: % of revenues from products less than 3 years old
Customer Intimacy: Share of wallet
Operational Efficiency: ROI, ROE

Innovation: % of revenues from products less than 3 years old
Customer Intimacy: Share of wallet
Operational Efficiency: ROI, ROE

Innovation: % of revenues from products less than 3 years old
Customer Intimacy: Share of wallet
Operational Efficiency: ROI, ROE

Innovation: % of revenues from products less than 3 years old
Customer Intimacy: Share of wallet
Operational Efficiency: ROI, ROE

Increase Customers

Number of Customers

# of Patients
Occupancy rates

# of Customers
Occupancy Rates

# of Customers
Plant Capacity

# of Customers
Plant Capacity

Increase Order Size

Average Purchase

Average Value of an admission

Average Purchase

Average Purchase

Project or Enhancement Purchase

Increase Frequency

Frequency of purchase Lifetime value of a customer

Frequency of Physician Referred admission

Frequency of purchase Lifetime value of a customer

Frequency of purchase Lifetime value of a customer

Frequency of purchase Lifetime value of a customer

Customer Satisfaction

Increase Satisfaction

Customer Satisfaction Surveys

Customer Satisfaction Surveys

Customer Satisfaction Surveys

Customer Satisfaction Surveys

Customer Satisfaction Surveys

Increase Referals

Frequency of referal

Frequency of referals

Frequency of referal

Frequency of referal

Frequency of referal

Learning and Growth

Increase Core Skills

Innovation: Conferences and Tradeshows attended
Customer Intimacy:
Relationship Training
Operational Efficiency:
Six Sigma Results

Innovation: Conferences and Tradeshows attended
Customer Intimacy:
Relationship Training
Operational Efficiency:
Six Sigma Results

Innovation: Conferences and Tradeshows attended
Customer Intimacy:
Relationship Training
Operational Efficiency:
Six Sigma Results

Innovation: Conferences and Tradeshows attended
Customer Intimacy:
Relationship Training
Operational Efficiency:
Six Sigma Results

Innovation: Conferences and Tradeshows attended
Customer Intimacy:
Relationship Training
Operational Efficiency:
Six Sigma Results

Increase Systems Availability

% Unavailable

% Unavailable

% Unavailable

% Unavailable

% Application or
System Unavailable

Quality

Reduce Cycle Time

Innovation: Time to Market
Customer Intimacy:
Time to greet/answer
Time to solve problem
Operational Efficiency:
Time to deliver/repair

Innovation: Time to Market
Customer Intimacy:
Time to admit, diagnose, treat, discharge
Time to solve problem
Operational Efficiency:
Time to admit, diagnose, treat, discharge, bill

Innovation: Time to Market
Customer Intimacy:
Time to greet/answer
Time to solve problem
Operational Efficiency:
Time to deliver/repair

Innovation: Time to Market
Customer Intimacy:
Time to greet/answer
Time to solve problem
Operational Efficiency:
Time to deliver/repair

Innovation: Time to Market
Customer Intimacy:
Time to greet/answer
Time to solve problem
Operational Efficiency:
Time to deliver/repair

Reduce Defects

Defects in PPM (orders, products, services, bills)

Adverse events (PPM)-medical, medication, infections, etc.

Defects in PPM (orders, products, services, bills)

Defects in PPM (orders, products, services, bills)

Defects in PPM (Transactions PM)

Reduce Costs

Waste, Rework, Warranty Costs

Waste, Rework, and Legal Costs

Waste, Rework, and Legal Costs

Waste, Rework, Warranty Costs

Costs of Waste, Rework, Downtime