Applying a Fuzzy AHP and BSC Approach for Evaluating the Performance of Hasheminejad Kidney Center, Iran

Balanced scorecard (BSC) is regarded as one of the successful tools in performance measurement. However, it neither absolutely nor comparatively provides the weight of each perspective and indicators related to each perspective. In this study, we applied a fuzzy analytical hierarchy process (FAHP) to weight the perspectives and BSC indicators in hospital. This applied, descriptive, cross-sectional study was carried out in Hasheminejad Hospital in Tehran (Iran) during 2011. First, we provided a list of performance measurement indicators with BSC approach. Paired comparisons were then made through field method and distribution of the standard analytical hierarchy process questionnaire, with the compatibility rate of lower than 0.1, among 7 experts. Afterwards, FAHP was used to obtain the weight of each indicator and each perspective. Finally, weighted accomplishment of each of them in 2010 was evaluated. Among the BSC perspectives, society beneficiaries and services (28.11%) had a little superiority over the other perspectives. Moreover, among all indicators, patients and their relative's satisfaction and also the learners indicator had the greatest importance in hospital performance. The total performance score in year 2010 was calculated as 95.88%. This study suggested a BSC-FAHP integrated approach to improve the performance measurement in the hospital. The obtained results may help managers and customers of health and medical care section to make appropriate decisions and to use suitable strategies in the future.