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AHN's Balanced Scorecard
Transcript of AHN's Balanced Scorecard
Perspective Right Arm Left Arm Left Leg Learning &
Growth Perspective Patient
Perspective Internal Processes
Perspective You as physicians are at the heart of the balanced scorecard The balanced scorecard attempts to support the objectives of AHN by utilizing its four limbs To: Physicians of Alliance Healthcare Network From Management The Balanced
Scorecard Our current position:
Thanks to all your effort and support, we have developed a competitive advantage over other healthcare institutions, and we are well-known throughout the medical community Our Strategic Map It is a model with which we can track your performance, and ensure your efforts are recognized. In order for us to remain the industry leader, we have to be proactive, and continue to improve ourselves so that we may better serve the patients who put their lives in our hands No. of CPOE
training hours No. of external Seminars attended Use of CPOE by physicians Physician Absentee Rate No. of delayed procedures Reduction in medical accidents Readmission Rate Risk-adjusted mortality rate Patient Satisfaction Patient Complaints Proportion of Patient Referrals Mean waiting time for a procedure Cost of wastage Physician expenditure to total patient revenue Current cost per bed The balanced scorecard makes such improvements possible by breaking down the strategy of AHN into micro-objectives, and supporting them with performance measures within the four perspectives which we will explain later. Respected Employee Offer high quality, efficient & accessible Respected Employee Improved healthcare standards Building a safer healthcare system Building a safer healthcare system People: Continuously improve hospital quality
through developing respected,
community-focused employees Improved healthcare standards
that respond to the needs
of the population Offer high-quality, efficient practices
that are accessible and community-based Boost the reputation of all hospitals
and maintain industry leadership Manage resources efficiently and
offer cost-effective services. Building a safer healthcare system Respected Employee Respected Employee Improved healthcare standards Offer high quality, efficient & accessible Offer high quality, efficient & accessible Boost Reputation Right Leg So, where do you as physicians fit into all this? Your support and cooperation is critical to the success of the Balanced Scorecard, and to the success of AHN. Manage cost efficiently Manage cost efficiently Manage cost efficiently Learning and Growth Perspective Internal Processes Perspective Patient Perspective Financial Perspective Our main objectives are:
1. People: Continuously improve hospital quality through developing respected, community-focused employees
2. Improved healthcare standards that respond to the needs and expectations of the population.
3. Offer high-quality, efficient practices that are accessible and community-based
4. Boost the reputation of all hospitals and maintain industry leadership
5. Manage resources efficiently and offer cost-effective services.
6. Building a safer healthcare system Christopher Davis 522090
Wong Gang Jie 319138
Len Wei Ken 519028
Vanessa Tan Chee Chee 520142
Rachel Quek 397690 How do we look to our Shareholders? How do our patients see us? What must we excel at? How can we continue to improve
and create value?
An open feedback channel will be set up between
senior management and all physicians of AHN within the next week.
We strongly encourage your input. You may direct your queries or concerns to any of the senior management team in the interim.
Alternatively, you may bring up any issues you might have at the scheduled BSC-follow up meetings during the next few months. Key points to remember:
The balanced scorecard is dynamic. It is a living, breathing organism, much like a human body.
Each of its components: the vision and four perspectives are all interconnected and collectively give strength to the balanced scorecard.
Failure or imbalance of its components can lead to its failure in supporting AHN's objectives
Your role as physicians is to ensure support and stability in each of the four perspectives by understanding and cooperating with the implementation of the Balanced Scorecard. We look forward to working better and closer
with you. Keep up the good work, Physicians! Thank you for your kind attention.
We appreciate your time and commitment, and we hope to see you at the luncheon on Sunday!
One final message from the management team:
As a gesture of appreciation of your hard work and dedication, there will be a luncheon to be held next Sunday, the 19th of May at the Westin Buckhead hotel, Atlanta.
Our esteemed and renowned BSC consultant Albie, and the rest of the senior management team will be there to address your concerns about the BSC in person. Your support and cooperation is critical to the
success of the Balanced Scorecard
and to the success of AHN. We will be offering plenty of training for you to get familiar with the Balanced Scorecard.
We believe this is the best way to make sure all aspects of your contributions are recognized Background Music: Sleeping In - The Postal Service