[The balanced scorecard used as a management tool in a clinical laboratory: internal business processes indicators].

OBJECTIVE to propose a set of indicators as a management tool for a clinical laboratory, by using the balanced scorecard internal business processes perspective. MATERIAL AND METHODS indicators proposed are obtained from different sources; external proficiency testing of the Valencia Community Government, by means of internal surveys and laboratory information system registers. One year testing process proportion indicators results are showed. RESULTS internal management indicators are proposed (process, appropriateness and proficiency testing). The process indicators results show gradual improvement since its establishment. CONCLUSION after one years of using a conceptually solid Balanced Scorecard Internal business processes perspective indicators, the obtained results validate the usefulness as a laboratory management tool.