Developing strategy maps depending on balanced scorecard in hospitals: A model proposal for Akdeniz University Hospital

The aim of this thesis is to study the application of a performance evaluation system named as Balanced Scorecard, in hospitals and to develop a model proposal for hospitals in Turkey by adapting this system in Akdeniz University Hospital.The Balanced Scorecard is a performance evaluation system created by Kaplan and Norton in 1990s. This approach supports the integration of all the dimensions of the management system in an organization and has significant impact on managers?s styles of evaluating corporate performance and using time and resources. Balanced Scorecard aims to adapt the company?s short and long term targets, the relationship between financial and non-financial indicators of performance and output to the corporate strategy in a balanced way within reason ? result hierarchy.The first section of this study concentrates on performance concept, performance management system, its development, features, advantages and steps. Afterwards, Balanced Scorecard is defined and its development in the history, dimensions, design, advantages and strategy maps are explained. The second section of the study firstly identifies some samples of Balanced Scorecard implementations from different hospitals in different countries incuding information about the features of those hospitals, the reasons why they use Balanced Score card, their methods and the results of implementations. Secondly, studies on Balanced Score card stated in the literature are mentioned. Thirdly, a sample application model of Balanced Scorecard has been created in respect of the suggested models in the literature and of the various models from hospitals.As for the third section of the study, it begins with the presentation of Akdeniz University Hospital and continues with the investigation of the hospital by the 4 dimensions of the Balanced Scorecard. The mission, vision statements, strategic plans and service processes have been studied in order to gain financial and non-financial performance indicators. Then, the proposed Balance Scorecard model has been applied regarding the organizational structure of the hospital. Actions to be performed have been explained at every single step of the implementation of the model; a sample Balanced Scorecard has been developed for the hospital by converting current mission and visions into strategic targets and indicators.Finally, at the results section, updates and applications are explained in order to perform such a model in the hospital.