The Peace Medical Center (PPD) is part of the medical management system and Damai Healthcare. PPD with a maximum capacity of 900 patient beds operates with mission among which is to achieve excellence in service while providing modern, sophisticated and cost effective medical facilities. To transform the PPD mission into reality, balanced scorecards have been introduced as a method of measuring strategic performance over the past three years. Starting with 12 perspective along with 56 strategic objectives, the PPD Balanced Scorecard has been improved each

years. For the current year, the Balanced Scorecard is maintained with five perspectives together 25 strategic objectives as follows:

• Organizational well -being (team spirit, leadership development, communication, medical innovation ....)
• Internal process improvement (delay reduction, maximization the effectiveness of the use of technology, streamline the process ...)
• Improving the quality of customer service (customer satisfaction, improvement of patient care ...)
• Increased market share (expansion of clinical services,)
• Finance (cost management effectiveness, financial return...)

a) For each perspective of the 2020 Balanced Scorecard, identify three (3) performance indicators or measures that can help achieve the goals of

each perspective.

(8 marks)

b) Based on the suggested indicators/performance measures above a), sketch a strategy map that shows the relationship of consequences to

achieve the five perspectives

(4 marks)