Measure performance of hospitals using analytic network process (ANP)

Sen-Kuei Liao and Kuei-Lun Chang

International Journal of Business Performance and Supply Chain Modelling, 2009, vol. 1, issue 2/3, 129-143

Abstract: Healthcare organisations have been operating in a competitive environment for years. Pressures from government and competition as well as escalating costs have driven executives to search effective performance assessment systems to help them achieve their missions or improve competitiveness. The balanced scorecard (BSC), combination of both financial and non-financial perspectives and criteria, creates a more accurate performance measurement system because it offers a more complete view of a business and can lead to better business decisions. After reviewing the literatures about the BSC and interviewing the 64 executives retains 12 important criteria, including training, satisfaction, turnover, resource, safety, new service, quality, revisiting, patient satisfaction, budget, cost and revenue to construct the hierarchy for hospital performance assessment. Measuring perspectives and criteria of BSC are interrelated. Due to the interdependent relations in decision making, we apply analytic network process (ANP) that captures the outcome of dependency between the perspectives and criteria to handle such problems.

Keywords: analytical network process; ANP; balanced scorecard; BSC; performance measurement; hospital performance; healthcare management. (search for similar items in EconPapers)
Date: 2009
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