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KMID : 0948320050050010111
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Konyang Medical Journal
2005 Volume.5 No. 1 p.111 ~ p.118
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Measurement Model of Performance of Medical Service Using BSC
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Kim Yong-Ha
Cheon Hee-Jung
Kim Dong-Hyun
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Abstract
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In times past, medical service had been safety environment by its specialty. But recently medical service environment has been changed more complex because number of hospital is increased and customer perception is changed more complex because number of hospital is increased and customer perception is changed. Nowadays customer chooses hospital to their satisfaction. Therefore, hospital has to makes an effort to improve service performance as service quality and customer satisfaction. To improve service performance continuously, the role of the performance measurement is very important. Because the performance measurement reflects the actuality well, company’s limited resources were apportioned among the right position. But, manyhospitals are struggling with issues of performance measurement because a generally accepted framework does not exist. Generally used performance measurement tool is financial measurement. However, financial measurement is delimited by period, computation method and so on. The Balanced Scorecard(BSC) is designed to help firm that have historically overemphasized short-term financial performanc. The BSC is compound by education index, process index, customer index and financial index. In this article, we discuss on adaptability of BSC to measure medical service performance and causal relationship between each measurements in medical environment. Based on the survey of 106 hospitals in Seoul and National Capital region, authors tested the adaptability and the causal re;ationship. The BSC has the causal relationship between each measurement and gives the applicable method to measure medical service performance.
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KEYWORD
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Balanced Scorecard(BSC), Medical service performance, Performance Measure
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