Strategic performance measurement in a healthcare organisation: A multiple criteria approach based on balanced scorecard
AbstractThe Balanced Scorecard (BSC) methodology focuses on major critical issues of modern business organisations: the effective measurement of corporate performance and the evaluation of the successful implementation of corporate strategy. Despite the increased adoption of the BSC methodology by numerous business organisations during the last decade, limited case studies concern non-profit organisations (e.g. public sector, educational institutions, healthcare organisations, etc.). The main aim of this study is to present the development of a performance measurement system for public health care organisations, in the context of BSC methodology. The proposed approach considers the distinguished characteristics of the aforementioned sector (e.g. lack of competition, social character of organisations, etc.). The proposed measurement system contains the most important financial performance indicators, as well as non-financial performance indicators that are able to examine the quality of the provided services, the satisfaction of internal and external customers, the self-improvement system of the organisation and the ability of the organisation to adapt and change. These indicators play the role of Key Performance Indicators (KPIs), in the context of BSC methodology. The presented analysis is based on a MCDA approach, where the UTASTAR method is used in order to aggregate the marginal performance of KPIs. This approach is able to take into account the preferences of the management of the organisation regarding the achievement of the defined strategic objectives. The main results of the proposed approach refer to the evaluation of the overall scores for each one of the main dimensions of the BSC methodology (i.e. financial, customer, internal business process, and innovation-learning). These results are able to help the organisation to evaluate and revise its strategy, and generally to adopt modern management approaches in every day practise.
Download InfoIf you experience problems downloading a file, check if you have the proper application to view it first. In case of further problems read the IDEAS help page. Note that these files are not on the IDEAS site. Please be patient as the files may be large.
As the access to this document is restricted, you may want to look for a different version under "Related research" (further below) or search for a different version of it.
Bibliographic InfoArticle provided by Elsevier in its journal Omega.
Volume (Year): 40 (2012)
Issue (Month): 1 (January)
Contact details of provider:
Web page: http://www.elsevier.com/wps/find/journaldescription.cws_home/375/description#description
Please report citation or reference errors to , or , if you are the registered author of the cited work, log in to your RePEc Author Service profile, click on "citations" and make appropriate adjustments.:
- Patel, Brijesh & Chaussalet, Thierry & Millard, Peter, 2008. "Balancing the NHS balanced scorecard!," European Journal of Operational Research, Elsevier, vol. 185(3), pages 905-914, March.
- Siskos, J., 1986. "Evaluating a system of furniture retail outlets using an interactive ordinal regression method," European Journal of Operational Research, Elsevier, vol. 23(2), pages 179-193, February.
- Olson, Eric M. & Slater, Stanley F., 2002. "The balanced scorecard, competitive strategy, and performance," Business Horizons, Elsevier, vol. 45(3), pages 11-16.
- Jacquet-Lagreze, Eric & Siskos, Yannis, 2001. "Preference disaggregation: 20 years of MCDA experience," European Journal of Operational Research, Elsevier, vol. 130(2), pages 233-245, April.
- Siskos, Y. & Matsatsinis, N. F. & Baourakis, G., 2001. "Multicriteria analysis in agricultural marketing: The case of French olive oil market," European Journal of Operational Research, Elsevier, vol. 130(2), pages 315-331, April.
- Siskos, Jean & Zopounidis, Constantin, 1987. "The evaluation criteria of the venture capital investment activity: An interactive assessment," Economics Papers from University Paris Dauphine 123456789/13190, Paris Dauphine University.
- Shimshak, Daniel G. & Lenard, Melanie L. & Klimberg, Ronald K., 2009. "Incorporating quality into data envelopment analysis of nursing home performance: A case study," Omega, Elsevier, vol. 37(3), pages 672-685, June.
- Siskos, J. & Zopounidis, C., 1987. "The evaluation criteria of the venture capital investment activity: An interactive assessment," European Journal of Operational Research, Elsevier, vol. 31(3), pages 304-313, September.
- Siskos, Y. & Spyridakos, A., 1999. "Intelligent multicriteria decision support: Overview and perspectives," European Journal of Operational Research, Elsevier, vol. 113(2), pages 236-246, March.
- Jacquet-Lagreze, E. & Siskos, J., 1982. "Assessing a set of additive utility functions for multicriteria decision-making, the UTA method," European Journal of Operational Research, Elsevier, vol. 10(2), pages 151-164, June.
- Laitinen, Erkki K., 2002. "A dynamic performance measurement system: evidence from small Finnish technology companies," Scandinavian Journal of Management, Elsevier, vol. 18(1), pages 65-99, March.
- Diakoulaki, D. & Zopounidis, C. & Mavrotas, G. & Doumpos, M., 1999. "The use of a preference disaggregation method in energy analysis and policy making," Energy, Elsevier, vol. 24(2), pages 157-166.
- Oral, Muhittin & Kettani, Ossama & Cosset, Jean-Claude & Daouas, Mohamed, 1992. "An estimation model for country risk rating," International Journal of Forecasting, Elsevier, vol. 8(4), pages 583-593, December.
- Chang, Shyr-Juh & Hsiao, Hsing-Chin & Huang, Li-Hua & Chang, Hsihui, 2011. "Taiwan quality indicator project and hospital productivity growth," Omega, Elsevier, vol. 39(1), pages 14-22, January.
- Beuthe, Michel & Scannella, Giuseppe, 2001. "Comparative analysis of UTA multicriteria methods," European Journal of Operational Research, Elsevier, vol. 130(2), pages 246-262, April.
- Varmaz, Armin & Varwig, Andreas & Poddig, Thorsten, 2013. "Centralized resource planning and Yardstick competition," Omega, Elsevier, vol. 41(1), pages 112-118.
- Constantin Zopounidis & Michael Doumpos, 2013. "Multicriteria decision systems for financial problems," TOP: An Official Journal of the Spanish Society of Statistics and Operations Research, Springer, vol. 21(2), pages 241-261, July.
- Kadziński, Miłosz & Greco, Salvatore & Słowiński, Roman, 2013. "RUTA: A framework for assessing and selecting additive value functions on the basis of rank related requirements," Omega, Elsevier, vol. 41(4), pages 735-751.
- Verdecho, María-José & Alfaro-Saiz, Juan-Jose & Rodriguez-Rodriguez, Raul & Ortiz-Bas, Angel, 2012. "A multi-criteria approach for managing inter-enterprise collaborative relationships," Omega, Elsevier, vol. 40(3), pages 249-263.
For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: (Zhang, Lei).
If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.
If references are entirely missing, you can add them using this form.
If the full references list an item that is present in RePEc, but the system did not link to it, you can help with this form.
If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your profile, as there may be some citations waiting for confirmation.
Please note that corrections may take a couple of weeks to filter through the various RePEc services.