A Study on Performance Improvement by Application of Balanced Scorecard ---- Take General Affairs Office of A Government Regional Teaching Hospital As an Example

Balanced scoreboard is a strategic management system. It enables an organization to combine strategy with performance, to further realize its vision and missions.The objective of this research is to find out how general affairs office of the study hospital can reach the target of improving operational performance through the establishment of balanced scorecard, and then makes suggestions to the study hospital and also as a reference for other hospitals. Case study is adopted in this research to study and analyze the procedure of the general affairs office of the study hospital while implementing balanced scorecard, and also comparison of performance before and after implementing the strategy is made. The data was collected from June 2003 until Dec. 2004.
Research results are: strategic topic I, to improve customer satisfaction, about customer market aspect: 1.1 people who use healthy environment and space constitution have increased from 1000 to 4500 per month; 1.2 bids received via Internet each month has risen from 0% to 100%. About internal flow path aspect: 1.3 hospitalization income each month has risen from 35 million dollars to 45 million dollars after renovation of wards, dissatisfaction of customers has dropped from 24﹪to 17﹪; 1.4 dissatisfaction of customers has dropped from 21﹪to 7.5﹪after outer wall was renovated and air conditioners was changed; 1.5 net annual profit of the parking lot has also increased from -840 thousands dollars to 3600 thousands dollars after the parking lot is outsourced; 1.6 net annual profit of medical cooperation has increased from 1 million dollars to 4 million dollars . About organization learning aspect: 1.7 the number of certified professional purchase staff has increased from 3 persons to 7 persons; 1.8 training hours for every staff each year have increased from 12 hours to 28 hours. Strategic topic II: to reduce operational cost, about internal flow path aspect, 2.1 the power rate for air conditioners has dropped from 5.74 million dollars to 5.50 million dollars per year.