Corporate performance measures at the 2009 Malcolm Baldrige National Quality Award (Non-Profit Sector) award winning US Veterans Affairs Clinical Research Pharmacy Coordinating Centre (VACSP), a clinical trials organisation, were selected to assess overall health, achievement of objectives, or product and service quality. Key performance measures were based on a balanced scorecard approach and aligned with high-level health indicators covering customers, processes, workforce and financials. Sev...

BPIR Categories

9.5.1 Develop performance management approach
14.1.1 Design & deploy performance measurement system

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