Strategy Map

Harmon Community Hospital developed the following series of if-then statements for its Balanced Scorecard strategy:

If employee turnover rate decreases and employee satisfaction increases, then the quality of health care service will improve.

If the quality of health care service improves, then operating efficiency will increase and patient satisfaction will increase.

If operating efficiency increases, then operating costs will decrease.

If patient satisfaction increases, then market share will increase.

If market share increases, then revenues will increase.

If revenues increase and costs decrease, then profits will increase.

Required:

Select a strategy map for Harmon's strategy as described by the series of cause-and-effect relationships.

The correct answer is : A, B, C, D?

b. Financial Financial Decrease Turnover Increase Profits Increase Revenues Increase Revenues Decrease Turnover Increase Profits Increase Efficiency Increase Efficiency Customer Customer Increase Patient Satisfaction Increase Patient Satisfaction Process Process Increase Market Share Increase Product Quality Decrease Turnover Increase Market Share Learning & Growth Decrease Costs Increase Employee Satisfaction Learning ncrease Product & Growth Increase Employee Satisfaction Quality C. Financia Decrease Financial Increase Profits Increase Revenues Increase Revenues Decrease Turnover Increase Profits Costs Increase Increase Efficiency Customer Learning & Growth Market Share Increase Patient Satisfaction Increase Patient Satisfaction Process Process Increase Product Quality Increase Increase Market Share Decrease Turnover Efficiency Learning & Growth Decrease Turnover Increase Employee Satisfaction Increase Product Quality Customer Increase Employee Satisfaction