East Alabama Medical Center uses nonfinancial performance measures to track the following objectives: • Maintain and improve the quality of clinical services. • Improve patient service. • Enhance employee recruitment and retention. (a) Link each of these objectives to one of the four balanced scorecard perspectives. Objective Perspective Maintain and improve the quality of clinical services FinancialLearning & growthInternal business processesCustomer Improve patient service Learning & growthInternal business processesFinancialCustomer Enhance employee recruitment and retention Learning & growthCustomerInternal business processesFinancial (b) Identify where on a balanced scorecard you would most likely find the following metrics: Metric Perspective • Patient satisfaction score Internal business processesFinancialCustomerLearning & growth • Number of medication errors Internal business processesLearning & growthFinancialCustomer • Nursing turnover rate Internal business processesLearning & growthFinancialCustomer • Readmission rate Learning & growthInternal business processesFinancialCustomer • Number of new hires CustomerInternal business processesLearning & growthFinancial • Emergency room wait time before treatment CustomerFinancialInternal business processesLearning & growth • Nurse-to-patient ratio Learning & growthFinancialCustomerInternal business processes • Likelihood of patient recommending the hospital FinancialLearning & growthInternal business processesCustomer • Number of patient complaints Learning & growthCustomerInternal business processesFinancial • Employee satisfaction with incentive systems FinancialLearning & growthCustomerInternal business processes Click if you would like to Show Work for this question: Open Show Work

East Alabama Medical Center uses nonfinancial performance measures to track the following objectives: • Maintain and improve the quality of clinical services. • Improve patient service. • Enhance employee recruitment and retention. (a) Link each of these objectives to one of the four balanced scorecard perspectives. Objective Perspective Maintain and improve the quality of clinical services FinancialLearning & growthInternal business processesCustomer Improve patient service Learning & growthInternal business processesFinancialCustomer Enhance employee recruitment and retention Learning & growthCustomerInternal business processesFinancial (b) Identify where on a balanced scorecard you would most likely find the following metrics: Metric Perspective • Patient satisfaction score Internal business processesFinancialCustomerLearning & growth • Number of medication errors Internal business processesLearning & growthFinancialCustomer • Nursing turnover rate Internal business processesLearning & growthFinancialCustomer • Readmission rate Learning & growthInternal business processesFinancialCustomer • Number of new hires CustomerInternal business processesLearning & growthFinancial • Emergency room wait time before treatment CustomerFinancialInternal business processesLearning & growth • Nurse-to-patient ratio Learning & growthFinancialCustomerInternal business processes • Likelihood of patient recommending the hospital FinancialLearning & growthInternal business processesCustomer • Number of patient complaints Learning & growthCustomerInternal business processesFinancial • Employee satisfaction with incentive systems FinancialLearning & growthCustomerInternal business processes Click if you would like to Show Work for this question: Open Show Work

Cornerstones of Cost Management (Cornerstones Series)

4th Edition

ISBN:9781305970663

Author:Don R. Hansen, Maryanne M. Mowen

Publisher:Don R. Hansen, Maryanne M. Mowen

Chapter13: The Balanced Scorecard: Strategic-based Control

Section: Chapter Questions

Problem 3CE

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East Alabama Medical Center uses nonfinancial performance measures to track the following objectives:

•	Maintain and improve the quality of clinical services.
•	Improve patient service.
•	Enhance employee recruitment and retention.

(a) Link each of these objectives to one of the four balanced scorecard perspectives.

Objective		Perspective
Maintain and improve the quality of clinical services		FinancialLearning & growthInternal business processesCustomer
Improve patient service		Learning & growthInternal business processesFinancialCustomer
Enhance employee recruitment and retention		Learning & growthCustomerInternal business processesFinancial

(b) Identify where on a balanced scorecard you would most likely find the following metrics:

Metric		Perspective
• Patient satisfaction score		Internal business processesFinancialCustomerLearning & growth
• Number of medication errors		Internal business processesLearning & growthFinancialCustomer
• Nursing turnover rate		Internal business processesLearning & growthFinancialCustomer
• Readmission rate		Learning & growthInternal business processesFinancialCustomer
• Number of new hires		CustomerInternal business processesLearning & growthFinancial
• Emergency room wait time before treatment		CustomerFinancialInternal business processesLearning & growth
• Nurse-to-patient ratio		Learning & growthFinancialCustomerInternal business processes
• Likelihood of patient recommending the hospital		FinancialLearning & growthInternal business processesCustomer
• Number of patient complaints		Learning & growthCustomerInternal business processesFinancial
• Employee satisfaction with incentive systems		FinancialLearning & growthCustomerInternal business processes

Click if you would like to Show Work for this question:

Open Show Work

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