In 1995, St. Lukes Hospital, Kansas City, USA, recognised the importance of quality and adopted the Baldrige Award Criteria for Performance Excellence as its business model. The hospital benchmarked itself against other organisations, employed patient satisfaction surveys and used the BSC to measure staff performance monthly. Information sharing and an environment of support and inclusion was made central to achievement of performance objectives and to gain staff acceptance. Each month employee...

BPIR Categories

14.1.1 Design & deploy performance measurement system

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