應用平衡計分卡於健康服務中心之績效管理

Application of the Balanced Scorecard System in Health Care Management in the Community Health Care Center

林莉茹(Li-Ju Lin) ； 李惠蘭(Hui-Lan Lee)

《北市醫學雜誌》 5卷5期 (2008/10) Pp. 516-523

https://doi.org/10.6200/TCMJ.2008.5.5.05

摘要

目的：為改善組織之績效測量及顧客服務品質，探討某基層衛生組織應用平衡計分卡作為績效管理工具之實施過程及實施後成效。方法：本研究以個案研究法，分析臺北市某一健康服務中心實施平衡計分卡的過程及評量實施後之績效，實施期間為民國96年1月1日至12月30日。推動過程先凝聚組織人員共同願景、使命及核心價值，並分為顧客、內部流程、學習與成長及財務等四個構面，訂定策略議題、策略目標及衡量指標，透過問卷調查及文件資料評量指標之目標值是否達成。結果：經平衡計分卡導入後，四個構面之16項指標中，計14項衡量指標達成。在「顧客構面」、「學習與成長構面」、「財務構面」之指標均能達成目標值，「內部流程構面」6項中有2項指標未達目標值。但整體組織績效已有改善。結論：藉由平衡計分卡之施行，有助澄清組織之願景，發展有效的策略，以提升顧客服務績效，及凝聚組織成員共識。因此，運用平衡計分卡於健康服務中心績效管理應是可行，而且有助於提升組織服務績效。

關鍵字

平衡計分卡 ； 績效管理 ； 健康服務中心

並列摘要

Objectives: In order to improve the performance and quality of customer service, we applied the Balanced Scorecard (BSC) approach as the performance management system at a Health care Center. Methods: Using the case study method, we explored the process of applying the BSC and evaluated performance under the system. The study period was January to December 2007. The organization’s vision was broken down into four assessable perspectives: customers, internal processes, innovation and learning, and financial. On adopting the BSC, the BSC team in the organization pinpointed strategy issues, strategic objectives and measurable indicators. Then, the team assessed the indicators using questionnaires and appropriate documents to determine whether the targets were being achieved. Results: The organization successfully achieved fourteen indicators across the four perspectives, but failed to meet the two remaining indicators. Conclusions: With the implementation of the BSC, the organization members became connected to the vision of the organization and its strategic implementation. This produced improved customer service performance and the cohesion among the employees of the organization. Therefore, the application of the BSC approach to a Health care center was successful and enhanced the quality of customer service and the overall performance provided by the center.

並列關鍵字

Balanced Scorecard ； performance management ； Health care center