Case Study: Duke Children's Hospital

Case Study: Duke Children's Hospital

Introduction

There were several reasons that can be highlighted by the analysis of the case which refer to the development and implementation of a balanced scorecard by Duke Children's Hospital. There were three core purposes behind the construction of balanced scorecard at the hospital and its implementation also depicts same reasons. Duke Children's Hospital constructed a balanced scorecard through which the quality of clinical services offered by an organization can be improved in order to enhance customer satisfaction. Another reason that supports the implementation of balanced scorecard by the hospital refers to the improvement of strategic outcomes extracted by the organization via its initiative. Moreover, the implementation of the scorecard also aims to improve synergy between the stakeholders and key players responsible for hospital's operational efficiency.

The reason to use this tool for evaluating stakeholder relationship and business processes was the implementation of balanced scorecard at Duke Children Hospital proved to be a tool that could assess the long term performance of the organization. There were certain steps that were to be taken by organization and these steps could influence entire operations of business. Therefore, for grasping the strategic control over organizational operations balance scorecard was implemented. The balanced scorecard prescribed a relationship between the strategic operations of the business, clinical staff and stakeholders in order to form a synergy between these entities that could bring optimal results for the organization. The balanced scorecard implemented by Duke Children Hospital highlighted certain information that can be used by the key stakeholders of the organization (Meliones, Ballard, Burton, 2001, 21-30).

The implementation of balanced scorecard in any organization engulfs the risk of it rejection by the employees or staff working in an organization. However, according to the analysis of the scenario of Duke Children's Hospital, it can be interpreted that the staff of the organization was quite satisfied with the balanced scorecard approach adapted by the organization. The implementation of balanced scorecard developed a synergy between the stakeholders of the organization which resulted in optimal clinical practice by the staff along with customer satisfaction. After the implementation of balanced scorecard in Duke Children's Hospital not only enhanced the efficiency and productivity of the staff but also augmented its satisfaction level.

Analysis

The balanced scorecard developed and implemented by Duke Children's Hospital focused on enhancing the quality of clinical practice by the workforce; moreover, the scorecard implementation was aimed at creating ...