運用平衡計分卡提昇社區血壓量測服務之績效

Applying Balanced Scorecard to improve the performance of community blood-pressure measurement services

平衡計分卡是一個化策略為行動的績效管理工具，能有效運用策略以達成組織願景。本研究以某一區域醫院設立之社區血壓站導入平衡計分卡之實務運作為案例，依社區血壓站願景及使命、平衡計分卡四個構面、SWOT矩陣分析及民眾滿意度調查建構策略目標及績效指標，以瞭解目前社區血壓站量測服務之績效，並提出具體策略行動方案，提昇社區血壓量測服務之績效。研究結果如下：顧客構面：民眾使用滿意度提昇，民眾使用率提昇，達到提供民眾滿意服務之策略目標。流程構面：社區血壓站服務民眾時數大幅增加，使民眾享有無時段限制之服務。學習成長構面：社區血壓站服務人員知能提昇，並維持優質的醫院社區服務人力。財務構面：社區血壓站服務人次大幅增加，且每月平均服務人次之成本降低。實施平衡計分卡有助於個案醫院提昇社區血壓量測服務之績效，因此建議各組織可運用平衡計分卡發展出適合的策略目標及績效指標來檢視並提昇組織績效。

Balanced scorecard is a strategic management tool to transform strategies into practice, to effectively implement strategies so as to meet organization’s missions. The research takes a practical operation of introducing balanced scorecard in a regional hospital based blood-pressure measurement station as a case study. By organizational vision and mission, four perspectives of balanced scorecard, SWOT analysis, and community residents’ satisfaction, we constructed strategic objectives and performance indicators to realize the performance of community blood-pressure measurement services, provide concrete strategic plans further, and improve the performance. The results of this study are as follow: 1. Customer perspective: community residents’ satisfaction and utilization of blood-pressure measurement were improved. 2. Internal process perspective: service hours was great increased. 3. Learning and growth perspective: volunteers’ knowledge and skills was improved, and exceptional human resource of hospital in community was maintained. 4. Financial perspective: ministrant person-time was increased, and the cost for service each person was decreased per month. Implementing the balanced scorecard help in improving operational performance of community blood-pressure measurement services. The study suggests organizations applying balanced scorecard to develop compatible strategic objectives and performance indicators, understand and improve the performance.