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Developing Customer Services Measures for a Balanced Scorecard
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Business and Management research papers
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This 3 page paper develops three measures suitable to be used in a balanced scorecard. The measures are for a hospital and are from the customer perspective and include general patient satisfaction and recovery time in hospital after a procedure. The paper shows how they link to the mission statement, how they can be managed and actions they may be needed to implement them. The bibliography cites 4 sources.
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Pages:
3
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Filename:TS14_TEBSC001.rtf |
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Paper Title:
Developing Customer Services Measures for a Balanced Scorecard
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