Here is the synopsis of our sample research paper on Developing Customer Services Measures for a Balanced Scorecard. Have the paper e-mailed to you 24/7/365.
Essay / Research Paper Abstract
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.
Page Count:
3 pages (~225 words per page)
File: TS14_TEBSC001.rtf
Buy This Term Paper »
Unformatted sample text from the term paper:
numbers of patients treat and the range of services is provides have already been discussed by the student. The mission statement given includes the term "We promote, preserve, and restore
the health of those we serve". Using this as the basis it is possible to consider three different objectives from the customer perspective related to the mission statement, propose a
meaningful measure and consider what new action may be needed that could be implemented. The three measures that will be used will include overall customer satisfaction, the level of patients
taking part preventative measures , and the time in hospital after a procedure. These can be considered individually. Overall customer satisfaction is
a broad measure, but it is also one of the easiest concepts but also one of the most subjective measures (Niven, 2002). This is a general measure and may not
appear to link into the mission statement, however, the idea of promoting, preserving and restoring health means that those who may or do need to the use the services for
these goals are more likely to do so where they feel they get good service which also leads to increased trust (Walshe and Smith, 2006). This in turn will create
a relationship with the patient that facilities the achievement of these goals (Walshe and Smith, 2006). The measure is complex, patient need
to be able to complete a survey that assesses different aspects of the service that is offered in order to assess their satisfaction level overall. This means the use of
a range of questions that access different aspects of the service that are important. These may include elements such as satisfaction with the greeting when arriving in the hospital, the
...