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Developing a Balanced

Score CardSession 1

VikiMassey, Quality Coordinator

A Joint Venture of London Health Sciences Centre and St. Josephs Health Care London

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When you can measure what you are

speaking about, and express it in

numbers, you know something about it;

but when you cannot measure it, whenyou cannot express it in numbers, your

knowledge is of a meager and

unsatisfactory kind.William Thompson (Lord Kelvin), 1824-1907

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What is a Balanced Score Card?

1) A measurement system

2) A strategic managementsystem

3) A communication tool

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BSC as a Measurement System

Translates mission, vision and strategythrough objectives and measures

Provides a framework to describe the keyelements in the achievement of the strategy

Measures four perspectives

- Customer Relations

- Financial- Internal Service Process

- Learning, Innovation and Growth

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BSC as a Measurement System

Financial

Customer

Relations

Learning,

Innovation and

Growth

Internal Service

Process

Vision and

Strategy

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Financial Perspective

What financial steps are necessary to ensurethe execution of our strategy/goals?

Are the programs/ departments goals,implementation, and execution contributing tothe bottom line?

Are we meeting operational and financial

targets? Dimensions of Quality:

Efficiency

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Internal Service Process

Perspective What critical processes must we excel at to

satisfy our customers/stakeholders?

What must be done internally to meetpatient/customer expectations?

Dimension of Quality:

Effectiveness

Appropriateness

Safety

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Customer Relations

Perspective Who are our target customers?

How do our patients/customers see us?

How do patients/customers rate ourperformance?

Dimension of Quality:

AccessibilityAcceptability

Continuity

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Learning, Innovation and Growth

Perspective

How can we continue to improve?

What capabilities and tools do our

employees need to execute our

strategy/goals?

Dimension of Quality:

Competence

Participation

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BSC as a Strategic Management

System

Translates strategy into:

Objectives Measures

Targets

Initiatives

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Translating with the BSC

Desired state

Differentiating activities

What must be done

well to implement

strategies

How strategic

success is

measured

Mission

Vision

Strategy/Goals

ObjectivesIn each perspective

MeasuresIn each perspective

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LLSG Mission Statement

In the spirit of innovation and collaboration,

London Laboratory Services Group (LLSG)provides the health care system withappropriate and comprehensive diagnostic,therapeutic and consultative services of thehighest quality.

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LLSG Goals/Strategy

The London Laboratory Services Group will:

be recognized as a centre of excellence and leader in

providing diagnostic services

develop an understanding of the needs of the users of ourservices

be responsive to the needs of other health care providers

communicate openly with users of our services

be a leader in developing and implementing new technologies provide diagnostic and therapeutic services for the hospital,

the region and beyond

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LLSG Goals/Strategy contd

The London Laboratory Services Group will:

provide cost effective and efficient services

provide an atmosphere of team work which is responsive toand supportive of learning

collaborate with researchers to advance medical science

partner with educational institutions to provide training for

medical professionals develop partnerships with industry and other institutions

which will enhance the range and scope of laboratoryservices

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BSC as a Communication Tool

Describes and translates strategy to

employees through clear and objective

performance measures

Example

Goal: LLSG will provide cost effective and

efficient services

Objectives: Reduce costsIncrease productivity

Measures: Supply costs

Workload

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Todays Exercise

Form 4 groups- one for each perspective

Within each group:

1. Appoint a scribe/presenter2. Brainstorm objectives

3. Record all objectives

4. Present objectives to other groups5. Record other objectives as suggested by

theother groups

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Brainstorming Exercise

Purpose: to generatemultiple ideas, in this

case for developing BSC

objectives

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BSC Objectives

1. Describe the activities that we mustperform well to successfullyimplement strategy/goals

2. Answer the questions associated witheach perspective

3. Start with an action verb: increase,

develop, improve, lower, achieve etc.

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Brainstorming Exercise

Method: Round Table

1. Out loud; round robin, one by one,each person states an idea which

the scribe then recordsOR

In silence; write ideas down onsticky notes. Pass notes to scribe to

review out loud and record

2. Continue around the table until allideas are exhausted

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Reference

Balanced Score- Step by Step:

Maximizing Performance and

Maintaining ResultsPaul R. Niven