Case Study: Crestwood Manor
A Balanced Scorecard
• Shareholder Value or Financial Perspective, includes strategic objectives in areas such as:
a. Market share
b. Revenues and costs
c. Profitability
d. Competitive position
In the next three years, Crestwood Manor board and care homes would like to improve the profitability of the board and care homes to 85%. This will help to recover the cost that it took to open and start the board and care program for Crestwood Manor.
• Customer Value Perspective, includes strategic objectives in areas such as:
a. Customer retention or turnover
b. Customer satisfaction
c. Customer value
Crestwood Manor would like an overall satisfaction from patients to be at 90% in the next three years.
• Process or Internal Operations
• Shareholder Value or Financial Perspective, includes strategic objectives in areas such as:
a. Market share
b. Revenues and costs
c. Profitability
d. Competitive position
In the next three years, Crestwood Manor board and care homes would like to improve the profitability of the board and care homes to 85%. This will help to recover the cost that it took to open and start the board and care program for Crestwood Manor.
• Customer Value Perspective, includes strategic objectives in areas such as:
a. Customer retention or turnover
b. Customer satisfaction
c. Customer value
Crestwood Manor would like an overall satisfaction from patients to be at 90% in the next three years.
• Process or Internal Operations