PURPOSE:

The balanced scorecard, a performance management tool, provides a snapshot of laboratory functions by presenting key quality indicators in an easy-to-read format. Scenarios provide practical opportunities to analyze and investigate laboratory quality data and implement the improvement cycle.

KEY MESSAGES:

• Using data is a cornerstone of laboratory improvement.

• Quality indicators are metrics used to define and measure progress in improving the quality of laboratory services.

• Key quality indicators are chosen because each one gives a unique viewpoint of the structure and processes of the laboratory. Using two, three, or more indicators simultaneously provides a broad integrative view of overall laboratory function.

• Thoughtful data analysis, investigation, and brainstorming are required to jumpstart the improvement cycle.

• The balanced scorecard is a performance management tool. The balanced scorecard provides an ‘easy-to-read’ snapshot of laboratory functions.

SELF ASSESSMENT:

Can you:

• Define the key quality indicators?
• Use the Balanced Scorecard to monitor laboratory quality and guide continuous improvement?
• Analyze a monthly summary of key quality indicators, investigate and identify possible underlying problems?
• Plan an improvement project using a PDCA cycle?