link each objective to either

1. learning and growth

2. internal business processes

3. customer

4. financial

and identify where on the balanced scorecard you would most likely find each

11-16 Nonfinancial performance metrics and the balanced Scorecard (adapted from Brian Ballou, Dan L. Heitger, and Richard Tabor, "Nonfinancial Performance Measures in the Healthcare Industry," Management Accounting Quarterly (Fall 2003): 11-15) (LO 1, 2) East Alabama Medical Center uses nonfinancial performance measures to track the following objectives: Maintain and improve the quality of clinical services. Improve patient service. Enhance employee recruitment and retention. and retention Required a. Link each of these objectives to one of the four balanced scorecard perspectives. b. Identify where on a balanced scorecard you would most likely find the following metrics: Patient satisfaction score Number of medication errors Nursing turnover rate . Readmission rate Number of new hires Emergency room wait time before treatment Nurse-to-patient ratio Likelihood of patient recommending the hospital Number of patient complaints Employee satisfaction with incentive systems