The measurement of organizational performance from the Balanced Scorecard in the case of a medical biology laboratory

Abstract

The Ibn Rochd university hospital in Casablanca is a specialized organization with a pavilion structure that provides tertiary level care. This organization is managed autonomously under the supervision of the Ministry of Health. The Casablanca University Hospital measures its performance by a set of indicators grouped in its activity report, following a quasi-standard process. The Biochemistry Laboratory is a pivotal service of the University Hospital which provides a public service to users, performing almost all biochemistry analyses and serving the population of the Casablanca Settat region. The objective of this paper is to try to measure the performance of this laboratory, based on the four main axes of the Kaplan and Norton Balanced Scorecard. To meet this objective, we first conducted interviews to define the indicators in the dashboard, and then tried to measure these indicators either through the laboratory's information system or through sent questionnaires to staff. The results obtained enabled us to detect malfunctions and propose recommendations.