Why did bhhs reduce the number of scorecard perspectives

Question

Performance Measurement; Balanced Scorecard; Hospital Bridgeport Hospital and Health Care Services (BHHS) in Bridgeport, Connecticut, is a part of the Yale University Health System. BHHS is a 450-bed community-teaching hospital with the following mission: "In 2001, Bridgeport Hospi- tal and Health Care Services, as an integral part of the Yale New Haven Health System, will be the system patients choose, the system to which physicians and payers refer, and the employer of choice for health-care personnel."

To transform this mission to reality, BHHS adopted the balanced scorecard for performance measurement, and a plan to implement it by the end of 2005. In the first year of the scorecard, 1999, BHHS identified 12 scorecard perspectives and 56 critical success factors across these 12 perspec- tives. The following year, 2000, BHHS refined the scorecard to include the following 5 perspectives and 35 nonquantitative critical success factors:

1. Organizational health (teamwork, leadership development, communications, facilities . . .).

2. Process improvement (reducing delays, streamlining processes, and maximizing the effective use of technology . . .).

3. Quality improvement (patient satisfaction, improving patient outcomes, external recognition for patient care . . .).

4. Volume and market share growth (expanded clinical services . . .).

5. Financial health (financial returns, system efficiencies . . .).

Required

1. Why did BHHS reduce the number of scorecard perspectives and critical success factors in 2000? The number of perspectives was further reduced to four in 2001; state which you think are the remaining four perspectives and explain why.

2. For the five perspectives in the 2000 plan, develop two to five possible measurable critical success factors that the hospital might use to measure performance toward the goals of each perspective.

3. Will the scorecard as described in the 2000 plan be effective in helping BHHS achieve its mission?

4. Develop a strategy map for BHHS, incorporating each of the five perspectives of the 2000 plan. Explain why you have developed the map in this way.

Answer 1

Please consider the scenario and by using the facts and figures from it; respond for all questions illustrated below. Q1. Explain why did BHHS decrease the number of scorecard viewpoints and critical success factors in year 2000? The number of viewpoints was further decreased to four in year 2001; Illustrate which you think are the remaining 4 viewpoints and describe why. Q2. For the 5 viewpoints in the 2000 plan, build up two to five possible measurable critical success factors which the hospital might make use of to measure performance toward the goals of each viewpoint. Q3. Will the scorecard as illustrated in the year 2000 plan be efficient in helping BHHS accomplish its mission? Q4. Build up a strategy map for BHHS, incorporating each of the 5 viewpoints of the 2000 plan. Describe why you have build up the map in this manner.