Evaluating the Performance of Noor-Ali Asghar Hospital in Isfahan, Iran, Using a Combination of Balanced Score Card and MACBETH

Document Type : Original Article

Authors
Najmeh Ghandehari 1
Majid Esmaelian 2
Hadi Teimouri 3
Shermineh Ghalamkari 4
1 MSc, Industrial Management, Department of Management, School of Administrative Sciences and Economics, University of Isfahan, Isfahan, Iran
2 Assistant Professor, Industrial Management, Department of Management, School of Administrative Sciences and Economics, University of Isfahan, Isfahan, Iran
3 Assistant Professor, Business Management, Department of Management, School of Administrative Sciences and Economic, University of Isfahan, Isfahan, Iran
4 PhD Student, Business Management, Department of Management, School of Administrative Sciences and Economic, University of Isfahan, Isfahan, Iran
Abstract
Introduction: The balanced scorecard (BSC) is a performance measurement tool for managers to obtain a comprehensive overview of their company’s performance. The purpose of this study was to integrate BSC with Measuring Attractiveness by a Categorical Based Evaluation Technique (MACBETH) for performance measurement in Noor-Ali Asghar Hospital, Isfahan, Iran.Methods: This applied, descriptive, and cross-sectional study was carried out in Noor-Ali Asghar Hospital in 2015. The study population included matrons, educational supervisors, and nursing managers of the hospital. The subjects were selected using stratified random sampling method. Data collection tool was the paired comparisons questionnaire which has an acceptable validity. According to MACBETH, each decision maker specified attractiveness difference of BSC perspective indicators and comments were merged through arithmetic mean. Weights of indicators were identified by M-MACBETH software and the weight of each perspective of the BSC was calculated in Excel environment.Results: The results show that, among the BSC perspectives, customer perspective, and among all indicators, employee satisfaction and customer satisfaction, respectively, had the greatest importance.Conclusion: This present study aimed to resolve the defects of BSC in prioritization of perspectives by integrating BSC with MACBETH. Attention to priorities of BSC perspectives in evaluating performance helps managers to improve performance by focusing on perspectives with higher priority and implementing programs to improve employee and customer satisfaction.

Keywords

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