Adaptation of the balanced scorecard model to measure performance of the departments at Dr Zainoel Abidin Regional General Hospital, Banda Aceh

Abstract

Purpose

This paper aims to determine the performance of the departments at Dr Zainoel Abidin Regional General Hospital, Banda Aceh, Indonesia, in 2016, based on the targets and realization of their work programs using balanced scorecard.

Design/methodology/approach

This study adopted qualitative and quantitative approaches.

Findings

The overall results of the performance appraisal using the balanced scorecard approach seen from the financial, internal business, customer and training and learning perspectives are good. Dr Zainoel Abidin Regional General Hospital has provided good services, and performance of its departments have generated the expected outcome, realized by the Hospital.

Originality/value

The novelty of the present study lies in its research model, where human resources (transformational leadership, organizational commitment and resource uniqueness) and financial management (business plans, budget and performance).

Citation

Martunis, A., Dalimunthe, R., Amalia, K., Juanita, J., Syahputra, H., Adam, M. and Masyudi, M. (2020), "Adaptation of the balanced scorecard model to measure performance of the departments at Dr Zainoel Abidin Regional General Hospital, Banda Aceh", Journal of Modelling in Management, Vol. 15 No. 2, pp. 365-379. https://doi.org/10.1108/JM2-09-2018-0149