A Balanced, Systems Approach to Business Process Management Aligned to Hospital Strategy

This study examines business process management practices of balanced scorecards and dashboards as control feedback to monitor and improve hospital processes aligned to strategic goals and objectives. The study maps specific process metrics at strategic, tactical, and operational levels in the hospital environment to overall hospital strategy. This paper identifies how dynamic technological activities of analysis, evaluation, and synthesis applied to internal and external organizational data can highlight complex relationships within integrated hospital processes to target opportunities for improvement and ultimately yield improved process capabilities aligned to strategy. Based on a 120-month longitudinal study of an academic medical center, this case study investigates the impact of integrated systems to qualify and quantify business analytics to improve hospital efficiency and effectiveness across patient quality of care, stakeholder satisfaction, clinical operations, and financials. The implications and/or limitations of these results are also discussed with respect to practitioners and researchers alike.