Question

1. Shrek Hospital is a rural referral hospital. The administrators believe that balanced scorecard will provide a framework for managing the hospital’s most important business. They identify community, patients, and providers (i.e. physicians) as their customers.
   1. List SIX different (and specific) measures that could be included in the customer perspective that may be appropriate for Shrek Hospital.
2. 2. Describe the benefits of implementing a balanced scorecard for individual employees as well as for managers of Shrek Hospital)

Answer 1

a) Six customer perspective that can be added in the hospital can be listed as follows -

1) Doing good to the community - There can be various charitable activities that can be undertaken by the hospital which will build the goodwill for the hospital.

2) Being active with local journalists - Full coverage of the initiatives, successful activities undertaken by the hospital can be done with the help of local journalists which will create transparency in the working of the hospital.

3) Good data collection practices - The customer's data and their health history is most imporatnt for hospitals and the hospital must install such database system which can effciently store and manage data about the patients of the hospital.

4) Making customers a priority - All the customers - community, patients and providers shall be prioritized and all actions shall be taken keeping in mind their perspective and their needs.

5) Machines at the hospital should be safe - All the machines and related systems shall be such that are safe to use by physicians as well as patients. The system shall also be effective and timely.

6) Social support in the workplace - It is very crucial to have a supporting work environment at the hospital where everyone is ready to support each other so that complex procedures can be undertaken smoothly.

b) It is beneficial to implement the balanced scorecard for the employees as well as the managers of the hospital. With the implementation of balanced scorecard, the employees of the hospital can clearly identify the goals of the hospital and will work according to the set goals.

The managers can also benefit with the implementation of balanced scorecard as it will improve the overall performance of the staff and customer's needs will be taken care of which is the ultimate goal of the managers of an organization.