|
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
|
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