This presentation outlines our process in researching and creating a management dashboard for the emergency department at Halifax Helath. The goal was to identify a Halifax Health user who would benefit from a management dashboard (showing key performance indicators, key result indicators, and a dashboard related to learning and innovation) related to their experiences within a chaotic emergency department. The design team's assumptions were to create a dashboard for the CEO of the hospital, but were quickly proven otherwise as we realized the real needs of key players working within the emergency room.

1. Halifax Health KPI & Management Dashboard
SCAD SERV753 - Service, Innovation, and Enterprises | March 13, 2013
Prepared by Richard Ekelman, Lou Fink, Lauren Peters, Lindsay Vetell for professor Robert BauSERV753 - Service, Innovation & Enterprises | March 13, 2013
Halifax Health - KPI & Management Dashboard | 1

2. Project Overview
We were tasked to identify relevant Key Performance Indicators (KPIs) as well as
Key Result Indicators (KRIs) for a service company or organization. Then, to turn
those indicators into a Hi-Fidelity prototype of a management dashboard.
Halifax Health - KPI & Management Dashboard | SERV753 - Service, Innovation & Enterprises | March 13, 2013 2

3. Management Dashboards
WHAT IS A DASHBOARD?
A management dashboard is an easy-to-read, real time UI that
displays an organization's key performance indicators.
WHY IS IT IMPORTANT?
Dashboards provide reliable and up-to-date data about an
organization, allowing managers to make fast, informed decisions.
Halifax Health - KPI & Management Dashboard | SERV753 - Service, Innovation & Enterprises | March 13, 2013 3

4. where do we find this information?
The balanced score card: "Most companies’ operational and
management control systems are built around financial measures
and targets, which bear little relation to the company’s progress in
achieving long-term strategic objectives. Thus the emphasis most
companies place on short-term financial measures leaves a gap
between the development of a strategy and its implementation."
source: hbr.org Halifax Health - KPI & Management Dashboard | SERV753 - Service, Innovation & Enterprises | March 13, 2013 4

5. The Balanced Score Card
Company Vision
Long-term Objectives
Strategies for Growth & Productivity
dashboard variables to determine
Critical success factors (CSF)
Success Factors
Success factors (SF)
Key result indicators (KRI)
Performance Measures
Key performance indicators (KPI)
Source: Parmenter Halifax Health - KPI & Management Dashboard | SERV753 - Service, Innovation & Enterprises | March 13, 2013 5

6. Welcome to Halifax Health
Halifax Health is located in Volusia County, Florida. It is the area's largest healthcare
provider with a tertiary and community hospital with 678 licensed beds, more than
500 physicians on its medical staff representing 46 medical specialties.
Halifax Health - KPI & Management Dashboard | SERV753 - Service, Innovation & Enterprises | March 13, 2013 6

7. Initial Discovery
With such a large organization, our efforts were best utilized in a specific branch
of the hospital, the Emergency Department (ED). With innumerous problems
within the ED, administrators have their work cut out for them.
Halifax Health - KPI & Management Dashboard | SERV753 - Service, Innovation & Enterprises | March 13, 2013 7

8. Secondary Research
To gain a general understanding of generalized ED processes, we conducted
desktop research to gather existing critical success factors. Combining the most
relevant, we matched them up with a balanced score card (BSC) in order to
effectively hit all six perspectives.
Six-Perspective bsc Halifax’s critical success factors (csf)
Financial Timely reimbursement for services
Customer Customer satisfaction
Environment/Community Positive impact on community
Internal Process Streamlined ED processes, patient flow
Employee Satisfaction Empowering & retaining key staff
Innovation & Learning Openness & adaptability to change
Halifax Health - KPI & Management Dashboard | SERV753 - Service, Innovation & Enterprises | March 13, 2013 8

9. Mapping Our Findings
relationship map
In order to determine relevance of relationships, we mapped out the critical success factors in order
to establish their interconnectedness, as well as the implications and effects they had on each other. It
should be noted that apt critical success factors should be heavily influenced and connect to each other.
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Halifax Health - KPI & Management Dashboard | SERV753 - Service, Innovation & Enterprises | March 13, 2013 9