ABSTRACT
Introduction: Performance measurement is receiving increasing verification all over the world. Nowadays in a lot of organizations, irrespective of their type or size, performance evaluation is the main concern and a key issue for top administrators. The purpose of this study is to organize suitable key performance indicators [KPIs] for hospitals' performance evaluation based on the balanced scorecard [BSC]
Method: This is a mixed method study. In order to identify the hospital's performance indicators [HPI], first related literature was reviewed and then the experts' panel and Delphi method were used. In this study, two rounds were needed for the desired level of consensus. The experts rated the importance of the indicators, on a five-point Likert scale. In the consensus calculation, the consensus percentage was calculated by classifying the values 1-3 as not important [0] and 4-5 to [1] as important. Simple additive weighting technique was used to rank the indicators and select hospital's KPIs. The data were analyzed by Excel 2010 software
Results: About 218 indicators were obtained from a review of selected literature. Through internal expert panel, 77 indicators were selected. Finally, 22 were selected for KPIs of hospitals. Ten indicators were selected in internal process perspective and 5, 4, and 3 indicators in finance, learning and growth, and customer, respectively
Conclusion: This model can be a useful tool for evaluating and comparing the performance of hospitals. However, this model is flexible and can be adjusted according to differences in the target hospitals. This study can be beneficial for hospital administrators and it can help them to change their perspective about performance evaluation
Subject(s)
Models, Theoretical , Hospitals , Health Care Evaluation Mechanisms , Evaluation Studies as TopicABSTRACT
Introduction: The quality of education sector is worth considering as this system has a significant effect on the economic growth of the country. This study aimed to determine the quality gap and rank the student's expectation of educational services provided in Shiraz University of Medical Sciences in 2013
Method: This research included two cross-sectional phases. The sample size of both phases included 220 students selected using multistage sampling. Servqual questionnaire was used in the first study which was designed to find the quality gap of the education system's services. The data were entered into the SPSS statistical software and analyzed using descriptive statistics and Paired-Sample T-Test. Kano's two-dimensional questionnaire was used in the second phase. Each indicator of quality which had a negative gap at a significance level of 5% in the first study was introduced to Kano's two-dimensional questionnaire. Finally, better value and worse value formulas were used to analyze the data obtained in this step
Results: The results revealed that all quality items had a significance negative gap which were recognized as the voice of customers [P<0.05]. Frequency analysis was done to determine the frequency of repetition. Accordingly, 11 out of the 30 requirements were identified as must be requirements and 19 as one-dimensional requirements
Conclusion: This study can help the authorities prioritize their policies, strategies and decisions in order to improve and guarantee the higher education quality and extremity obtains customer satisfaction