General Strategy Map Improved financial results Finance Improve marketing and customer service Add some valet parking Customers Improve operations Business Processes Learning and Growth Provide employees with skills, tools, and motivation

General Healthcare Department Strategy Map Increase profitability: Goal = 3% Finance Increase net revenue of department: Goal: >10% Customers Measure patient satisfaction: Goal: >90% Execute a contract for medical group: Goal = admissions increase by 100 per month Business Processes Institute a “fast track” admissions program: Goal: admissions in this program: >30% Reduce cost/unit using Six Sigma: Goal: >$115 per unit Implement a customer service training program: Goal scores: >90% Learn Six Sigma: Goal = 90% pass rate Learning and Growth

General Healthcare Department Strategy Map (with Links) Increase profitability Goal: 3% Increase net revenue of department Goal: >10% Finance Customers Measure patient satisfaction Goal: >90% Business Processes Institute a “fast track” admitting program Goal: admissions in this program >30% Execute a contract for medical group Goal: admissions increase by 100 per month Reduce cost/unit using Six Sigma Goal: >$115 per unit Implement a customer service training program Goal: scores >90% Learn Six Sigma Goal: 90% pass rate Learning and Growth Note: For the hyperlinks to work, this folder needs to be stored on the desktop