1. 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

2. 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

3. 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