Balanced Scorecard

This chapter deals with developing a strategic map for improving the performance of medical services using the balanced scorecard (BSC). The main objectives of this chapter are to present the conceptual approaches of the balanced scorecard, the implementation and use of BSC in medical services, the advantages and limitations of BSC implementation in medical services. Based on the literature, the authors present the interpretations brought by specialists to the balanced scorecard concept and analyze the degree of implementation and use of BSC in medical services. A case study on the development of a strategic map for improving the performance of health services with the help of BSC is presented. Considering the factors that influence the size of medical organizations, the authors also present the advantages and limitations of adopting and using the balanced scorecard. The chapter ends with the general conclusions regarding improving medical services performance using BSC.