Resumo

SALINAS LA CASTA, Maria; FLORES PARDO, Emilio  e  URIS SELLES, Joaquín. The balanced scorecard used as a management tool in a clinical laboratory: internal business processes indicators. Gac Sanit [online]. 2009, vol.23, n.3, pp.250-252. ISSN 0213-9111.

Objective: to propose a set of indicators as a management tool for a clinical laboratory, by using the balanced scorecard internal business processes perspective. Material and methods: indicators proposed are obtained from different sources; external proficiency testing of the Valencia Community Government, by means of internal surveys and laboratory information system registers. One year testing process proportion indicators results are showed. Results: internal management indicators are proposed (process, appropriateness and proficiency testing). The process indicators results show gradual improvement since its establishment. Conclusion: after one years of using a conceptually solid Balanced Scorecard Internal business processes perspective indicators, the obtained results validate the usefulness as a laboratory management tool.

Palavras-chave : Balanced scorecard; Clinical laboratory; Management quality.

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