1. Finance Business Processes Learning and Growth Customers General Strategy Map Provide employees with skills, tools and motivation Improve marketing and customer service Improve Operations Improved Financial Results Add some valet parking

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

3. Finance Business Processes Learning and Growth Customers General Healthcare Department Strategy Map (with Links) Increase Profitability Increase Profitability Goal: 3% Measure Patient Satisfaction Goal: >90%s Increase net revenue of Department Increase net revenue of Department Goal: > 10% Execute a contract for Medical Group Execute a contract for Medical Group Goal: admissions increase by 100/month Reduce cost/unit using Six Sigma Goal:> $115/unit Learn Six Sigma Goal: 90% pass rate Institute a “Fast Track” admitting Program Institute a “Fast Track” admitting Program Goal: admissions in this program are >30% Note: for the hyperlinks to work this folder needs to be stored on the desktop Implement a Customer Service training program Implement a Customer Service training program Goal: scores >90%