Balanced scorecard; strategy map and implementation Terence Smythe, a veterinariant, decided to join a small group of vets so that he
Balanced scorecard; strategy map and implementation
Terence Smythe, a veterinariant, decided to join a small group of vets so that he no longer has to be on call every night. Practice members share the responsibility of emergencies with other members of the group. In the past, Terrence differentiated his practice by specialising in the treatment of large farm. None of the other vets specialise in large farm animals, but all of them treat some farm animals. Terrences’s son just finished an accounting degree and recommended that the vets group consider implementing a balanced scorecard as they develop the policies and practices for the new group.
Required
(a) Explain what each of the four perspectives of the balanced scorecard mean in the context of a vets group.
(b) Recommend several methods the group could use to assess a performance objective of patient satisfaction.
(c) Recommend two measures for each of the four perspectives for the vets group. Explain your recommendations.
(d) Construct a strategy map to reflect the links between the measures selected. Briefly discuss the links.