Balanced Scorecard Example

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BALANCED SCORECARD EXAMPLE
The following is an example of how one might develop a Balanced Scorecard. The information
included is fictional and is provided to simply demonstrate the process.
Anytown Hospital has just finished a two-day retreat where they revised and updated their
mission and vision statements and drafted a strategic plan. The hospital’s vision statement is:
The hospital’s mission statement is:
During their retreat, the hospital board and leadership identified the following strategies to
pursue the upcoming year.
Operate in the black with 5% margin by increasing revenues
Motivate, recognize and retain staff
Provide high quality services
Increase utilization of services
The Anytown Hospital administrator enlisted the help of the department managers to implement
a performance improvement process and Balanced Scorecard. First, they took these strategies
and placed them into their appropriate perspectives as follows:
Financial Perspectives (Business
& Development)
Operate in the black with 5%
margin by increasing revenues
Customer Perspective (Patients
& Community)
Increase utilization of services
Internal Process Perspective
(Quality & Safety)
Provide high quality services
Learning and Growth
Perspective (Staff & Clinicians)
Motivate, recognize and retain
staff
Anytown Hospital is committed to providing the highest quality of health care through
service excellence and compassionate care
The vision of Anytown Hospital is to be the community’s provider of choice.
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