Balance scorecard's design for the C.R of operations of Regional Hospital Dr. Guillermo Grant Benavente in Concepción, year 2016

Abstract

The present work is developed in the Regional Hospital Dr. Guillermo Grant Benavente of Concepción, with the purpose of applying the Control Panel for the deployment, follow-up and control of the Hospital Operations Responsibility Center. As results of the Operational Control Panel design, the description of the tasks performed in the different departments that compose it, the SWOT analysis of the center and the proposal of indicators linked to the objectives of each department and with a dynamic treatment. The proposal is made up of twelve indicators, which cover the different perspectives of the Scorecard, each associated with a specific objective, goal and period of verification. The purpose is to increase the efficiency of internal processes developed to improve user satisfaction of the hospital.