introduction: what process did duke university''s children''s hospital follow in creating a balanced scorecard? why did the hospital decide to use the balanced scorecard to evaluate its stakeholder relationships and its business processes? what was the reaction of the staff? analysis: in the balanced scorecard duke university children''s hospital developed, on what internal business process did the hospital focus? what measures were used? what changes were made in that business process? conclusion: describe the interactions between the changes in its business process in terms of its impacts on employees and customers (patients). in other words, integrate the two perspectives you have studied by explaining how changes business process affects the perspective of stakeholders. evaluation: did duke university children''s hospital do a good job in designing and using its balanced scorecard? agree or disagree with the issue, then defend your position. use the readings done so far to decide whether the implementation was done well or poorly. the situation: meliones, jon n.; ballard, richard; liekweg, richard; & burton, william (2001, april). no mission (<-->) no margin: it''s that simple. journal of health care. 27(3): 21-30. available in proquest at http://proquest.umi.com/pqdweb?did=69282123 & fmt=4 & clientid=29440 & rqt=309 & vname=pqd on april 25, 2008. (recall that you read about this initiative in another article in module 1). duke children''s hospital was hemorrhaging money. they needed to cut costs; but how? they decided to use a balanced scorecard, as opposed to a straight cost-cutting approach and were able to cut costs per patient by a third, while at the same time were able to increase patient satisfaction and to fulfill their mission of service to the communities the hospital served. the topics of the business process perspective were covered in various courses during your degree, in particular opm 300 (operations management). however, you will also find concepts and measures discussed in mkt 301 (principles of marketing) and itm 301 (principles of information systems in business and organizations) to be helpful. finally, in acc 202 (managerial accounting), you were exposed to material that will help you assess many issues of cost performance. the following article shows how one business process (that is supply chain effectiveness and efficiency) is evaluated. sharma, milind kumar & bhagwat, rajat (2007). an integrated bsc-ahp approach for supply chain management evaluation. measuring business excellence. 11(3) 57ff. available in proquest at http://proquest.umi.com/pqdweb?did=1323780681 & fmt=3 & clientid=29440 & rqt=309 & vname=pqd on june 06, 2008 optional resources click on optional resources for some additional resources that you might find helpful in preparing your assignments for this module. ongoing useful resources click on ongoing useful resources for some resources that are used throughout the course. these resources include links to information on using the tui u and touro c elibraries, books about the balanced scorecard, metasites on strategic management, the balanced scorecard, and small business plans. quick links to resources on home2 anonymous (2007). what is the balanced scorecard? balanced scorecard institute, a strategy management group company. available at http://www.balancedscorecard.org/basics/bsc1.html on may 20, 2008 author unknown (2007). business process perspective. balanced scorecard institute, a strategy management group company. available at http://www.balancedscorecard.org/basics/process.html on Friday, June 06, 2008 Quck Links to Resources on CASE2 Meliones, Jon N.; Ballard, Richard; Liekweg, Richard; & Burton, William (2001, April). No mission (<-->) no margin: It''s that simple. Journal of Health Care. 27(3): 21-30. Available in Proquest at http://proquest.umi.com/pqdweb?did=69282123 & Fmt=4 & clientId=29440 & RQT=309 & VName=PQD on April 25, 2008. rev -2008-09-04