Balanced scorecard
Balanced scorecard: Riverside Dental
Financial
Internal processes
Vision and strategy
Customer
Learning and growth
Healthy smiles, on time, every visit
Grow revenue 8% this year
Halve losses from no-shows
4.8★ average review
Wait under 10 minutes
80% of visits booked online
Text reminders the day before
Two courses a year for each nurse
Training on the new X-ray software
Make a balanced scorecard
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What a balanced scorecard is
“A balanced scorecard is a strategy performance management tool – a well-structured report used to keep track of the execution of activities by staff and to monitor the consequences arising from these actions.”
When to use a balanced scorecard
A company
Track a business on four fronts, not just money: customers, processes and learning too.
Goals
Give each area a goal and a number to hit, like waits under 10 minutes.
Healthcare
Clinics use it to keep patient care and running costs in balance.
How to make a balanced scorecard
- 1The vision firstBalanced scorecard: Riverside DentalFinancialInternal processesVision and strategyCustomerLearning and growth
- 2Four perspectivesBalanced scorecard: Riverside DentalFinancialInternal processesVision and strategyCustomerLearning and growthHealthy smiles, on time, every visit
- 3A measure for eachBalanced scorecard: Riverside DentalFinancialInternal processesVision and strategyCustomerLearning and growthHealthy smiles, on time, every visitGrow revenue 8% this yearHalve losses from no-shows4.8★ average reviewWait under 10 minutes80% of visits booked onlineText reminders the day beforeTwo courses a year for each nurseTraining on the new X-ray software
Helpful resources
Questions
- How common is it?
In a 2020 survey 88% of respondents reported using the balanced scorecard for strategy implementation management, and 63% for operational management.
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