Balanced Scorecard And Strategy Map In The Public Healthcare Sector: A Case Study From Qatar

Abstract

During the last four decades, many Scholars have dedicated their efforts to develop tools and systems for the managers to assist them in managing and improving the performance of their organizations. Many tools and frameworks have been developed. The Balanced Scorecard developed by Kaplan and Norton in 1992 is among the most widely used performance management tools in various sectors. The main purpose of this study is to design a proposed Balanced Scorecard and Strategy Map and Key Performance Indicators (KPIs) for Hamad Medical Corporation (HMC). HMC is the main public healthcare organization in the state of Qatar and provides healthcare services to 95% of the population in the country. This tool is expected to help HMC leaders visualize the organization strategy in one page to be easily communicated to all employees. In addition, this performance measurement tool would assist HMC leaders in monitoring the implementation of the organization strategy during the massive expansion that the organization is going through. To achieve this target, the proposed tool was designed with the help of the organization’s leaders through a number of in-depth interviews and consultations. This dissertation describes all the phases of the design and development of the proposed Balance Scorecard (BSC) and its associated Strategy Map and KPIs for Hamad Medical Corporation. The dissertation concludes with the discussion of the findings and recommendations for a proper practical implementation.