Conduct benchmarking research to identify best practices to improve both the clinical and nonclinical practices of the organization.
Analyze the customer service and satisfaction drivers present in this case study and apply those drivers to the customer facet of the balanced scorecard.
Consider the costs and revenue implications in the case study and apply those considerations to the financial facet of the balanced scorecard.
Determine how to assess the organizational success, timeliness, effectiveness, and efficiency of services after the change was implemented.
Describe measures will you use to make this assessment and provide your rationale for selecting these measures.