Appendix 1Perspective/Critical success FactorSocial- which is
the mission statementCustomer Perspective
Customer SatisfactionCustomer RetentionMarket ShareNumber of new
customers
Internal Business PerspectiveQuality of Service
Providedinterdivisional relationshipsSafety -TransportationSafety -
Other ServicesExpanding our services
Learning and Growth PerspectiveEmployee TrainingEmployee
SatisfactionEmployee RetentionEmployee Productivity
Financial PerspectiveLower Cost per Patient
Increasing revenues from outside sources received
Asset Utilization
Balanced Scorecard for Great Persons, incMeasure Target
5 point satisfaction survey Number of return customers,
Percentage of return customersPercentage of Market ShareNumber of
new customers
Satisfaction survey, 5 point satisfaction surveryNumber of
Referal to transportation services from other divisionsNumber of
incidents Number of Incidents via incident reportsNumber of
Services offered, Number of New services offered
Number of training hoursEmployee satisfaction surveyEmployee
TurnoverNumber of patients visited
Cost per Patient
Average Assets from health equipment program sitting in
storage
Change in funding received from outside sources (donations and
from government)
Person ActualInitiative Time frame Responsible Results
Employee rendering serviceEmployee rendering serviceExecutive
DirectorBusiness Director
CaregiversCommunication and Development
DirectorDrivers/maintenceCaregiversCommunication and Development
Director
Human Resource DirectorHuman Resource DirectorHuman Resource
DirectorBusiness Director
