A Balanced Scorecard Approach to Perioperative Process Management: A Case Study Perspective

This study examines business process management practices of balanced scorecard and dashboard applications to monitor, measure, and improve a hospital's perioperative process at strategic, tactical, and day-to-day operations levels. This paper identifies how dynamic technological activities of analysis, evaluation, and synthesis applied to internal and external organizational data can highlight complex relationships within integrated hospital processes to target opportunities for improvement and ultimately yield improved process capabilities. The identification of existing limitations, potential capabilities, and the subsequent contextual understanding are contributing factors that yield measured improvement within a hospital's perioperative process. Based on a 90-month longitudinal study of a large 909 registered-bed teaching hospital, this case study investigates the impact of integrated information systems to identify, qualify, and quantify business analytics used to improve perioperative efficiency and effectiveness across patient quality of care, operational efficiency, and financial cost effectiveness. The theoretical and practical implications and/or limitations of this study's results are also discussed with respect to practitioners and researchers alike.