Baker G R, Pink G H
Faculty of Medicine, University of Toronto, Ontario, Canada.
Healthc Manage Forum. 1995 Winter;8(4):7-21. doi: 10.1016/S0840-4704(10)60926-X.
Managing a health care organization on the basis of one set of information alone (e.g., financial information) does not give a full view of the impact of changes on the organization. A balanced scorecard approach can provide management with a comprehensive framework that turns an organization's strategic objectives into a coherent set of performance measures. This approach has been used extensively in industry, but seldom in health care organizations. By developing a scorecard approach, these organizations could obtain feedback providing a balanced view of organizational performance, letting them see if improvements in one area may have been achieved at the expense of another. It also demands that managers translate their general mission statement on customer service into specific measures that reflect the factors that really matter to customers.
仅基于一套信息（如财务信息）来管理医疗保健组织，并不能全面了解变革对该组织的影响。平衡计分卡方法可以为管理层提供一个全面的框架，将组织的战略目标转化为一套连贯的绩效衡量指标。这种方法在行业中已被广泛使用，但在医疗保健组织中却很少使用。通过开发计分卡方法，这些组织可以获得反馈，从而对组织绩效有一个平衡的看法，让他们了解在一个领域的改进是否是以牺牲另一个领域为代价实现的。它还要求管理者将其关于客户服务的总体使命声明转化为反映对客户真正重要因素的具体衡量指标。
