You have been hired as a consultant to increase productivity in United General Hospital’s emergency department. Your consulting engagement entails evaluating productivity metrics for the emergency room (ER), creating a balanced scorecard to measure the department’s performance, and then presenting recommendations to the leaders of the emergency department.
This Assessment has three-parts. Click each of the items below to complete this Assessment.
Part I: Productivity Metrics (Word Document)
As a first step in your consulting engagement, you review Ron’s experience in the ER. Using information from the case study, evaluate Ron’s experience and summarize your findings against national standards as follows (4-5 pages):
Identify 6-8 activities or processes carried out during Ron’s visit to United General. Enter the 6-8 activities or processes and their duration in the “Productivity Metrics Dashboard.” (attachment in the instructions)
Each of the 6 to 8 activities in the chart need to have completed data for the Observed Time, National Average and Differential OT vs NA. (You will complete the Acceptable differential data for the 5 activities or processes you will discuss below.)
Include the sources for all data in the sources tab in the “Productivity Metrics Dashboard.”
Write an analysis of activities and processes that create inefficiency as follows:
Identify five of the activities or processes from the case study/ included in your dashboard that create inefficiency in the emergency department.
Provide a rationale for your selection of the five activities or processes. Include cited material and References to support your assertions.
Identify any discrepancies and outline reasons why discrepancies exist.
Write an analysis of acceptable differentials for the five activities or processes as follows:
Using benchmarks determined by the Centers for Medicare and Medicaid Services, identify the national averages/benchmarks for five activities or processes you selected.
Enter the national averages/benchmarks in the “Productivity Metrics Dashboard.”
Determine an acceptable differential to the national benchmark for each of the 5 activities or processes and enter the differentials into the “Productivity Metrics Dashboard.”
Explain the methodology you used to determine acceptable differentials for each of the metrics for these five activities.
Part II: Balanced Scorecard Methodology (Slide Presentation)
The next step in your consulting engagement is creating a balanced scorecard but, first, you must convince the executive committee that the balanced scorecard method is effective. Several members of the executive committee are not familiar with the process. An important part of your role is to educate them. You decide to show them a sample balanced scorecard for an emergency department.
Create a 5 to 7-slide presentation that explains the balanced scorecard methodology, including at least two strengths and two limitations, and the benefits of using the balanced scorecard methodology in United General Hospital’s emergency department.
Include a critique of the hospital’s productivity metrics results and any limitations of the current data collection process and/or metrics being used for the scorecard.
Part III: Balanced Scorecard Creation (Word Document)
After you explain the balanced scorecard methodology, the board and chief executive officer (CEO) wants you to create a balanced scorecard for the emergency department at United General.
Create a balanced scorecard for United General’s emergency department. Can be completed in an image or graphic type display. (up to 2 pages)
Include both quantitative and qualitative metrics.
Explain why you selected these metrics for United General and how you identified the targets. (4-6 pages)
A defense of best practices used for productivity metrics dashboard data collection, analysis/interpretation, and action planning.
Recommend a high-level process to collect, track, and measure data for the emergency department’s productivity metrics.

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