Question

I dont know where to start on this... any help would be great. Please see the question below along with the exhibit referred to in the question.  

1. Consider a pharmacy that serves a large HCO and is measured by the seven dimensions in exhibit 8.6, Consider nursing that serves a large HCO and is measured by the seven dimensions in exhibit 8.6

Exhibit 8.6

Dimension	Measures	Application
Demand	Request for service Market Share	Used to forecast staff and other resource needs. Along with Specified time, location, kind of service, and urgency of demand Used to track competitive success. Specify by competitor and services, if available.
Cost	Fixed / Variable Direct & Indirect costs Physical Units of Resources Equipment Age & Prepare Records	Used to analyze and improve work processes. Resource used is specified by time, location, and kind of service. Equipment records trigger maintenance and replacement
Human Resources	Retention, absenteeism, injuries, satisfaction, recruitment, and training statistics	Used to ensure “A great place to give care.” Specified by worker group
Output & Productivity	Units of demand met and not met Cost per unit of output Physical units consumed per unit of output	Used to identify service failures. Used to benchmark efficiency. Specified by time, location, and kind of service
Quality	Process compliance scores Unexpected event counts	Used to ensure compliance with functional protocols. Specified by time, location, and kind of service All unexpected events are fully investigated
Patient Satisfaction	Overall satisfaction and specifics of service	Used to ensure favorable patient reaction Specified by time, location, and kind of service
Physician Satisfaction	Overall satisfaction and specifics of service	Used to ensure favorable referring in physician satisfaction. Physician and patient group categories

Answer 1

The dimension mentioned above is the key result area and the measure mentioned above are the key performance indicators. The measures will help us ascertain whether the pharmacy is achieving the desired objectives, I.e. whether it is successful in providing necessary services to customers or not. This will be measured individually in order to measure the performance of each employee.