1. What other indicators might be used in each of the four perspectives for public health agencies? For health plans?
2. If you were to add a perspective to the four discussed in the chapter, what would it be? Draw a strategy map of a healthcare delivery organization and include this perspective.
3. How do you manage the other operations of an organization—that is, those that do not appear on a strategy map or balanced scorecard?
4. How would a department link its balanced scorecard to the corporate scorecard?
5. What methods could be used to involve the customer or patient in identifying the key elements of the balanced scorecard?
What other indicators might be used in each of the four perspectives for public health agencies? For health plans? 2. If you were to add a perspective to the four discussed in the chapter, wh