Analysis of key success factors in implementing the balanced scorecard to improve hospital performance

Anatasia Agatha Yull, Rizka Rosa Dwi Mulyani

Abstract


Implementing the Balanced Scorecard (BSC) in hospitals has become an essential focus in improving organisational performance in the healthcare sector, especially in Indonesia, which faces unique challenges in terms of resources and infrastructure. This article aims to identify and analyse the critical success factors in implementing BSC in hospitals, with the hope of providing practical recommendations for management. The method used in this research is a systematic literature review, which involves a comprehensive analysis of various previous studies on implementing the Balanced Scorecard (BSC) in the healthcare sector. The research findings indicate that factors such as resource utilisation efficiency, patient satisfaction, management commitment, employee participation, and strategic alignment are crucial elements that significantly influence the success of BSC implementation. Implementing the Balanced Scorecard (BSC) in hospitals is an effective way to improve performance. Key success factors include efficient use of resources, patient satisfaction, and strong management support.


Keywords


balanced Scorecard, critical success factors, hospital performance

Full Text:

PDF

References


Abdelraheem, A. A. E., & Hussien, A. M. (2022). The Effect Of Application Of Non-Financial Dimensions Of Balanced Scorecard On Performance Evaluation: An Empirical Study From Saudi Arabia. The Journal Of Asian Finance, Economics And Business, 9(4), 63–72.

Abu Jaber, A. A., & Nashwan, A. J. (2022). Balanced Scorecard-Based Hospital Performance Measurement Framework: A Performance Construct Development Approach. Cureus, 14(5). Https://Doi.Org/10.7759/Cureus.24866

Ajemba, M. N., Nweze, A. L., Arene, E. C., Iroanya, C. J., Nwafor, D., & Fish, I. (2024). Improving Staff Retention In The Research And Development Department Sections Of NHS Hospitals In The United Kingdom: A Systematic Review. World Journal Of Advanced Research And Reviews, 21(1), 2168–2181.

Amer, F., Hammoud, S., Khatatbeh, H., Lohner, S., Boncz, I., & Endrei, D. (2022). The Deployment Of Balanced Scorecard In Health Care Organizations: Is It Beneficial? A Systematic Review. Bmc Health Services Research, 22(1), 1–14. Https://Doi.Org/10.1186/S12913-021-07452-7

Andryani, W., & Indriati, F. (2024). Performance Analysis Of The Regional Public Service Agency (Blud) Of The Tanara Health Center, Serang Regency, Using The Balance Scorecard Approach. Asian Journal Of Social And Humanities, 2(10), 2111–2125. Https://Doi.Org/10.59888/Ajosh.V2i10.358

Da Costa, R. L., Pereira, L., Dias, Á., Gonçalves, R., & Jerónimo, C. H. (2022). Balanced Scorecard Adoption In Healthcare. International Journal Of Electronic Healthcare, 12(1), 22–40. Https://Doi.Org/10.1504/Ijeh.2022.10040002

Dinata, C. (2023). Quadruple Helix Model In Building Communalism And Social Resilience In Handling Poverty In Rural Communities. Journal Of Transformative Governance And Social Justice, 1(1), 11–22. File:///D:/File Chand/Kepangkatan L300/Karya Ilmiah/9177-32937-1-Pb.Pdf

Dion, H., & Evans, M. (2024). Strategic Frameworks For Sustainability And Corporate Governance In Healthcare Facilities; Approaches To Energy-Efficient Hospital Management. Benchmarking: An International Journal, 31(2), 353–390.

Fauzi, A. (2020). Manajemen Kinerja. Airlangga University Press.

Ha, D. T., Le, T., & Fisher, G. (2024). Factors Affecting The Adoption Of The Balanced Scorecard By Small And Medium Sized Enterprises: A Developing Country Perspective. Ethics International Press.

Harikumar, P., & Saleeshya, P. G. (2021). A Systems Approach To Mapping Performance In Indian Healthcare Organizations. International Journal Of Healthcare Management, 14(4), 1134–1147. Https://Doi.Org/10.1080/20479700.2020.1752990

Henry, H.-C. M. A., Liliana, A.-O. R., Veronika, A.-F., Renán, L.-C. E., & Milagros, W.-V. E. (2024). Barriers To Balanced Scorecard (Bsc) Implementation. Kurdish Studies, 12(2), 2368–2376.

Huang, S.-W., Weng, S.-J., Chiou, S.-Y., Nguyen, T.-D., Chen, C.-H., Liu, S.-C., & Tsai, Y.-T. (2024). A Study On Decision-Making For Improving Service Efficiency In Hospitals. Healthcare, 12(3), 405.

Irtanto, I., & Sutanto, S. H. (2019). Kebijakan Peningkatan Kualitas Pelayanan Kesehatan Masyarakat Miskin Di Kabupaten Probolinggo. Publisia: Jurnal Ilmu Administrasi Publik, 4(1), 11–27. Https://Doi.Org/10.26905/Pjiap.V4i1.2343

Islam, M. A., Hack-Polay, D., Rahman, M., Hosen, M., Hunt, A., & Shafique, S. (2024). Work Environment, Hr Practices And Millennial Employee Retention In Hospitality And Tourism In Bangladesh. International Journal Of Emerging Markets, 19(4), 846–867.

Islami N, W., & Dwinugraha A, P. (2022). Strategi Dan Upaya Puskesmas Dalam Meningkatkan Kualitas Mutu Pelayanan Kesehatan Masyarakat Kabupaten Malang. Karta Rahardja, 4(2), 43–48. Http://Ejurnal.Malangkab.Go.Id/Index.Php/Kr

Kalender, Z., & Çırpan, B. (2024). Achieving Strategic Excellence: Integrating Balanced Scorecard And Ivhf-Dematel For Strategic Management Of A Medical Device Sme. Decision Science Letters, 13(2), 441–460.

Kamble, S. S., Gunasekaran, A., Ghadge, A., & Raut, R. (2020). A Performance Measurement System For Industry 4.0 Enabled Smart Manufacturing System In Smmes-A Review And Empirical Investigation. International Journal Of Production Economics, 229, 107853.

Kaplan, R. S., & David P. Norton. (1992). The Balanced Scorecard—Measures That Drive Performance. Harvard Business Review.

Kasun, R. N. A. (2021). The Application Of Hospital Performance Analysis With Balanced Scorecard (Bsc) In Various Developing Countries, Especially In Southeast Asia. Proceedings Of International On Healthcare Facilities, 1(1), 28–35.

Lee, B., Tsui, A. S. C., & Yau, O. H. M. (2023). Impact Of Balanced Scorecard Implementation On Company Performance Of Prc Listed Companies In The Healthcare Industry. Journal Of Transnational Management, 28(1–2), 35–73. Https://Doi.Org/10.1080/15475778.2023.2191379

Lin, C. Y., Shih, F. C., & Ho, Y. H. (2023). Applying The Balanced Scorecard To Build Service Performance Measurements Of Medical Institutions: An Ahp-Dematel Approach. International Journal Of Environmental Research And Public Health, 20(2). Https://Doi.Org/10.3390/Ijerph20021022

Lindaas, N. A., Anthun, K. S., & Magnussen, J. (2024). New Public Management And Hospital Efficiency: The Case Of Norwegian Public Hospital Trusts. Bmc Health Services Research, 24(1), 36.

Liu, W., Chan, A. P. C., Chan, M. W., Darko, A., & Oppong, G. D. (2024). Key Performance Indicators For Hospital Planning And Construction: A Systematic Review And Meta-Analysis. Engineering, Construction And Architectural Management.

Luthfi, A., Putra, I. M. A. W. W., Roziqin, A., Naufal, M. F., Hidayat, A. R., & Widjaja, Y. A. (2023). Government’s Role In Managing Marine Tourism In Tanjung Bira Bulukumba Regency: Collaborative Governance Perspective. Jurnal Public Policy, 9(3), 183. Https://Doi.Org/10.35308/Jpp.V9i3.7543

Maulana, I. N. H., Nashihah, D., & Wardah, T. F. (2022). Tourism Management With The Concept Of Green Economy To Increase People’s Economic Income During The Covid-19 Pandemic. International Conference Of Graduate School On Sustainability, 7(1), 1–9. Https://Www.Jurnal.Unmer.Ac.Id/Index.Php/Icgss/Article/View/9094

Menna, A. D., & Temesvari, N. A. (2022). Application Of The Balanced Scorecard As A Benchmark For Hospital Performance: Systematic Review. Jurnal Manajemen Informasi Kesehatan Indonesia, 10(1), 42. Https://Doi.Org/10.33560/Jmiki.V10i1.379

Mogotloane, T., & Louw, V. (2024). Customer Complaints Management In South Africa: A Quest For Service Excellence. Africa’s Public Service Delivery & Performance Review, 12(1), 10.

Mushhaf, M. D., Kuswati, R., & Ichsan, B. (2024). Performance Measurement Analysis Based On The Balanced Scorecard At The Private Hospital In Boyolali, Indonesia. Jmmr (Jurnal Medicoeticolegal Dan Manajemen Rumah Sakit), 13(2), 249–264.

Nafari, E., & Rezaei, B. (2022). Relationship Between Human Resources Strategies And Organizational Performance Based On The Balanced Scorecard In A Public Hospital In Iran: A Cross-Sectional Study. Bmc Health Services Research, 22(1), 1–8. Https://Doi.Org/10.1186/S12913-022-07767-Z

Nurliana, Sholahuddin, A., & Hariyanto, T. (2024). Nursing Services In Handling Tuberculosis Patients. International Journal Of Research In Social Science And Humanities, 05(01), 142–163. Https://Doi.Org/10.47505/Ijrss.2024.1.11

Oftedal, E. M., Iakovleva, T., & Bessant, J. (2019). Challenges In Healthcare-The Changing Role Of Patients. In Responsible Innovation In Digital Health (Pp. 23–41). Edward Elgar Publishing.

Parmenter, D. (2015). Key Performance Indicators: Developing, Implementing, And Using Winning Kpis. John Wiley & Sons.

Pham, C. D., Vu, S. T., Pham, Y. T. K., & Vu, N. T. (2020). Evaluating Performance Of Vietnamese Public Hospitals Based On Balanced Scorecard. Journal Of Asian Finance, Economics And Business, 7(6), 339–349.

Prabhod, K. J. (2024). The Role Of Artificial Intelligence In Reducing Healthcare Costs And Improving Operational Efficiency. Quarterly Journal Of Emerging Technologies And Innovations, 9(2), 47–59.

Pramesthi Wisnu Bowo Negoro, S., & Setyonugroho, W. (2022). Impact Of Balanced Scorecard Implementation On Financial And Non-Financial Aspects In Private Hospital: A Literature Review. International Journal Of Research Publications, 93(1), 116–121. Https://Doi.Org/10.47119/Ijrp100931120222767

Prenestini, A., Calciolari, S., & Rota, A. (2024). Keep-Or-Drop Multidimensional Control Systems In Professional Organisations: Evidence On The Use Of The Balanced Scorecard In Healthcare. Journal Of Health Organization And Management, 38(9), 157–174. Https://Doi.Org/10.1108/Jhom-09-2023-0287

Putra, I. M. A. W. W., & Sajida. (2023). Preparing For The Future Crisis : Lessons From Creative Economic Policies On Micro , Small , And Medium Enterprises In. Nuansa Akademik, 8(2), 255–276. Https://Doi.Org///Doi.Org/10.47200/Jnajpm.V8i2.1688

Quesado, P., Guzmán, B. A., & Rodrigues, L. L. (2018). Advantages And Contributions In The Balanced Scorecard Implementation. Intangible Capital, 14(1), 186–201. Https://Doi.Org/10.3926/Ic.1110

Radtke, J. P., Albers, P., Hadaschik, B. A., Graefen, M., Meyer, C. P., Behr, B., & Nüesch, S. (2024). Value-Based Health Care For Prostate Cancer Centers By Implementing Specific Key Performance Indicators Using A Balanced Score Card. Healthcare, 12(10), 991.

Regragui, H., Sefiani, N., Azzouzi, H., & Cheikhrouhou, N. (2024). A Hybrid Multi-Criteria Decision-Making Approach For Hospitals’ Sustainability Performance Evaluation Under Fuzzy Environment. International Journal Of Productivity And Performance Management, 73(3), 855–888. Https://Doi.Org/10.1108/Ijppm-10-2022-0538

Rezaei, G., Zeraatgari, R., Sadeghzadehmaharluie, M., & Nasseri, A. (2023). The Role Of The Management Accounting System Of Iranian Healthcare Organizations In The Management And Control Of The Covid-19 Pandemic. International Journal Of Healthcare Management, 16(3), 385–393. Https://Doi.Org/10.1080/20479700.2022.2108744

Rilianto, B., Kurniawan, R. G., Rajab, N. M., & Prasetyo, B. T. (2024). Endovascular Thrombectomy For Acute Ischemic Stroke In Indonesia: Challenging And Strategic Planning. Neuropsychiatric Disease And Treatment, 621–630.

Riwu, S. L., & Wibowo, A. (2021). Penilaian Kinerja Rumah Sakit Dengan Menggunakan Pendekatan Balanced Scorecard: Systematic Review. Jurnal Manajemen Kesehatan Yayasan Rs.Dr. Soetomo, 7(2), 267. Https://Doi.Org/10.29241/Jmk.V7i2.638

Seyghalani Talab, F., Ahadinezhad, B., Khosravizadeh, O., & Amerzadeh, M. (2024). A Model Of The Organizational Resilience Of Hospitals In Emergencies And Disasters. Bmc Emergency Medicine, 24(1), 105.

Shukri, N. F. M., & Ramli, A. (2015). Organizational Structure And Performances Of Responsible Malaysian Healthcare Providers: A Balanced Scorecard Perspective. Procedia Economics And Finance, 28(April), 202–212. Https://Doi.Org/10.1016/S2212-5671(15)01101-6

Syahrir, D. R., Zakaria, Z., & Labo, I. A. (2024). The Role Of Job Satisfaction As A Mediating Variable Between Work Environment And Employee Productivity. Advances In Human Resource Management Research, 2(3), 127–139.

Varsha, P. S., Chakraborty, A., & Kar, A. K. (2024). How To Undertake An Impactful Literature Review: Understanding Review Approaches And Guidelines For High-Impact Systematic Literature Reviews. South Asian Journal Of Business And Management Cases, 13(1), 18–35.

Ziat, A., Sefiani, N., Azzouzi, H., & Reklaoui, K. (2024). A Generic Sustainable Performance Management System For Hospital Supply Chain: Design & Analysis. Health Systems, 13(2), 97–108. Https://Doi.Org/10.1080/20476965.2022.2155256

Zulganef, Z., & Nilasari, I. (2022). Analysis Of Public Trust And Polri Performance: An Exploratory Study. Publisia: Jurnal Ilmu Administrasi Publik, 7(2), 211–227. Https://Doi.Org/10.26905/Pjiap.V7i2.8247




DOI: https://doi.org/10.26905/pjiap.v9i2.13935

Refbacks

  • There are currently no refbacks.


Copyright (c) 2024 Publisia: Jurnal Ilmu Administrasi Publik

Creative Commons License
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.