TY - JOUR
T1 - Application of the balanced scorecard concept to develop a conceptual framework to measure facilities management performance within NHS facilities
AU - Amaratunga, Dilanthi
AU - Haigh, Richard
AU - Sarshar, Marjan
AU - Baldry, David
PY - 2002
Y1 - 2002
N2 - This paper discusses the application of the balanced score‐card (BSC) concept as a widely used management framework for optimal measurement of organisational performance within NHS facilities directorates and discusses the fundamental points to cover in its implementation. Thereby, the paper identifies this framework as a strategic measurement and management system for facilities management. BSC formulation within NHS estates and facilities is described as a case study based on a facilities directorate situated in the north west of England, and discussion covers its implementation procedures, evaluation standards and reporting process. The paper further establishes the conceptual framework for performance management for the facilities directorate, as well as consistent techniques useful in undertaking the performance management administration and system oversight functions.
AB - This paper discusses the application of the balanced score‐card (BSC) concept as a widely used management framework for optimal measurement of organisational performance within NHS facilities directorates and discusses the fundamental points to cover in its implementation. Thereby, the paper identifies this framework as a strategic measurement and management system for facilities management. BSC formulation within NHS estates and facilities is described as a case study based on a facilities directorate situated in the north west of England, and discussion covers its implementation procedures, evaluation standards and reporting process. The paper further establishes the conceptual framework for performance management for the facilities directorate, as well as consistent techniques useful in undertaking the performance management administration and system oversight functions.
KW - Facilities management
KW - National Health Service
KW - Performance measurement
UR - http://www.emeraldinsight.com/loi/ijhcqa
U2 - 10.1108/09526860210431805
DO - 10.1108/09526860210431805
M3 - Article
VL - 15
SP - 141
EP - 151
JO - International Journal of Health Care Quality Assurance
JF - International Journal of Health Care Quality Assurance
SN - 0952-6862
IS - 4
ER -