Part III: Balance Scorecard Creation

Running head: PART III: BALANCE SCORECARD CREATION
Part III: Balance Scorecard Creation
Name of the Student
Name of the University
Author note

2PART III: BALANCE SCORECARD CREATION
Introduction:
As discussed in part II, Balance Scorecard is a very effective strategy tool for any
organisation that can improve the performance, efficiency and productivity of the employees
and well as the organisational operations. The purpose of this report to develop a Balance
Scorecard for Chief Executive Officer of United General’s emergency department, so that
they could utilise this scorecard for holistic improvement of performance and quality of the
emergency department. In the following section, the balance scorecard has been presented
along with the rationale for selection of the matrices and the target identification process.

3PART III: BALANCE SCORECARD CREATION
Organisation United General’s emergency department
Vision Providing the best services to maximum number of potential service consumers
Mission Increasing the service quality and patient satisfaction
Perspectiv
e
Objective Measures Targets Initiatives Strategies
1Q 2Q 3Q Final
Waiting
time for
registratio
n
Reduce wait time due to
queue
Average wait time in queue 35min 30min 20min 15
min
Implementing Multiple
parallel queuing system
Survey and
interview
Reduce wait time for
computerised registration
Average wait time during
registration
10min 8min 6min 5 min Increasing electronics and
communication system
Survey and
interview
Reduce wait time for co-
payment
Average wait time for payment
operation
10min 8min 6min 5 min Providing training to
improve employee
performance
Survey and
interview
Waiting
time for
examinatio
n
Reduce wait time for nurse Average wait time for nurse
check-up
40min 30min 20min 10
min
Increasing workforce
(trainee, registered nurse)
Survey and
interview
Reduce wait time for
physician
Average wait time for physician
check-up
35min 25min 15min 10
min
Increasing workforce (junior,
senior physicians)
Survey and
interview
Reduce wait time for
referral and tests
Average wait time for test and
referral
30min 25min 20min 15
min
Increasing workforce (lab
technicians)
Survey and
interview
Patient Increase satisfaction level
of patient
Average overall satisfaction
percentage of patent
75% 85% 90% 95% Improve consumer
communication
Survey and
interview
Increase Patient turnaroundAverage number of patient 80 95 115 120 Lowering the patientHealthcare