International Journal of Software Engineering and Its Applications
Vol. 9, No. 1 (2015), pp. 213-220
http://dx.doi.org/10.14257/ijseia.2015.9.1.19
Applying Performance Dashboard in Hospitals
Andre M. R. Wajong
Industrial Engineering, Faculty of Engineering,
Bina Nusantara University (Syahdan Campus)
Jl. K.H. Syahdan No. 9
Palmerah, Jakarta Barat 11480 - Indonesia
awajong@gmail.com
Abstract
Performance dashboard is one of the way to improve a company’s performance, a
hospital in this study, due to the ease it provides for the executive entities of the hospital
in measuring, supervising, and evaluating the performance of the hospital based on the
Key Performance Indicator (KPI). The information requried by the executive entities in
making a strategic decision involves numerous separate source of data. By implementing
performance dashboard, the existing data sources will be consolidated and demonstrated
in an informative visual form through an interface screen in order to allow the executives
to easily comprehend and analyze those data, therefore assisting the process of strategic
decision making. Currently, a lot of hospitals uses performance dashboard. By applying
it, hospitals are capable of identifying the strengths and weaknesses pertaining to the
them, and eventually, use such information to improve the performance. By an increase in
performance, the loyalty of patients will be maintained and the hospital’s competitiveness
will also increase.
Keyword : performance dashboard, performance, KPI
1. Introduction
1.1. Background
With the increasing number of new hospitals, the competition between hospitals are
also escalating. Hospitals race to improve its services to patients with affordable prices. A
satisfying service quality is the key to establishing patients’ loyalty to the hospital.
A good service quality serves as a result of a good performance of the whole unit in a
hospital. Each of them posess Key Performance Indicator which represents what each unit
has achieved in terms of performance, and which, in turn, influences the hospital’s
performance as a whole. This KPI will be analyzed by the hospital’s executives in order
to determine business strategies and also the necessary steps to prevent and solve the
problems which may exist in the hospital.
In order to make business strategies and decision, the hospital’s executives need data
and information derived from every entity in the hospital. Therefore, it requires a system
which can support the management and presentation process of data and information
which is efficient and effective for the hospital’s executives, that is the performance
dashboard system.
Performance dashboard system can integrate data from various sources from each unit
in the hospital, manage those data and present it in a qualified form of information. The
implementation of this system is expected to assist the executives in measuring the
performance of the hospital and analyzing the strategy which will be taken to deliver good
impacts to the hospital.
ISSN: 1738-9984 IJSEIA
Copyright ⓒ 2015 SERSC
International Journal of Software Engineering and Its Applications
Vol. 9, No. 1 (2015)
1.2. Research Objective
The objectives of this journal are:
- To attain information regarding the use of performance dashboard in hospitals
- To attain information regarding the impacts of implementing performance dashboard
in hospitals
2. Theoretical Background
2.1. Performance Dashboard
Shadan Malik (2005) used the terminology “enterprise dashboard”, which is defined as
an interface computer that presents information in the form of tables, reports, visual
indicators, and alert mechanism dynamically and with relevance.
Stephen Few (2006) used the terminology “information dashboard”, which is defined
as a visual display of crucial information made by arranging it in such a way that the
performance of an organization can be supervised in a glance and ease the user in
reaching a certain purpose. Such visual display of information must be designed well in
order to quicken user’s understanding of the information and its meaning.
Based on the previous elaborations, it can be inferred that enterprise dashboard,
information dashboard, and dashboard are means of displaying crucial information in the
form of tables, reports, visual indicators, and alert mechanism which exists in
performance management. Those information are designed in such a way to be visually
displayed on a screen in a manner that eases the user in supervising and managing his
business initiative.
Shadan Malik (2005) claimed that information dashboard which exists in a big
organization is akin to that of airplanes. Dashboard for every airplanes display a set of
KPI (Key Performance Indicators) which holds the information on the condition of
airplanes internally, as well as externally. Numerous airplane manufacturers design the
display of airplane’s dashboard, but one thing to be certain of is that they must display a
set of KPI to the pilot to ensure the success of the flight. The similarity which exists in
flying an airplane and running an organization is the existing need of various information
to make a strategic decision which will lead to a successful attainment of a predetermined
goal.
2.1.1. Characteristic of Enterprise Dashboard: Shadan Malik (2005) identified several
basic characteristics for a company’s dashboard by the acronym S-M-A-R-T (Synergetic,
Monictor, Accurate, Responsive, Timely) and I-M-P-A-C-T (Interactive, More data
history, Personalized, Analytical, Collaborative, Trackability).
SMART consists of several basic elements which needs to exist in a dashboard,
namely:
- Synergetic
It must be ergonomic and visual to ensure its utilization to be done effectively by user
in order to synergize information regarding different aspects in a single screen display
- Monitor
It must display the critical KPI which is required in effective decision making done by
dashboard users.
- Accurate
The presented information must be completely accurate to gain full trust from the
dashboard user. Supporting data for the dashboard must be tested and validated
appropriately.
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International Journal of Software Engineering and Its Applications
Vol. 9, No. 1 (2015)
- Responsive
It must respond to the predetermined limitation by having “user alert” added to the
visual presentation in other dashboard (for example: voice alarm, email) to attract user’s
attention shall a critical problem occurs.
- Timely
It must present the most updated information to guarantee effective decision making.
Information must be real-time and right on time of occurence.
Beside the aforementioned basic elements, enterprise dashboard also needs to have
these additional elements, which goes by the acronym IMPACT, namely:
- Interactive
It must enable the user to trace and acquire details, root of the problem, et cetera.
- More data history
Dashboard must enable the user to asses the timely trend for a given KPI. For example,
right now, market segmentation may experience an increase (positive trend), yet last year,
it decreases (negative trend).
- Personalized
Performance dashboard must be specified for each user according to the responsibility,
right, and limitation of data.
- Analytical
It must enable the user to conduct analysis.
- Collaborative
Dashboard must facilitate user to exchange information regarding special observation
on each user’s dashboard. In other words, dashboard serves as a communication platform
for managerial tasks and obedience control.
- Track ability
It must enable each user to adjust the metric which he desires to track.
From hereon, enterprise dashboard and dashboard will be referred to as performance
dashboard.
2.2. Key Performance Indicator
Mahdi Seifi (2010) claimed that Key Performance Indicator (KPI) is a quantitive form
and the measurement of criticial success factors (CSFs).
Hur Wonchang (2009) suggests that Key Performance Indicator (KPI) is an indicator
which represents how goods or services or finances are allocated to produce certain goods
or services, as well as how fast and efficient an organization can deliver goods and
services to the customer.
3. Research Method
3.1. Literature Study
This part of the study involves the search for referrences and other sources which can
be utilized as a basis in producing this journal, it involves definitions of performance
dashboard, its application in hospitals, the impacts of its implementation in hospitals, as
well as other relevant referrences.
Copyright ⓒ 2015 SERSC
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Vol. 9, No. 1 (2015)
3.2. Analysis
This part of the study involves the analysis on the problem posed in this journal. The
analysis is conducted based on the literature that the researcher has collected. Therefore,
the result which will be derived from this journal will be in accordance to the objectives
of this journal.
4. Results and Discussion
4.1. Benefits of Using Performance Dashboard
Rasmussen, N. H., Bansal, M., & Chen, C. Y. (2009), suggests several benefits which
can be attained from using performance dashboard, namely:
- Improve the performance of decision making:
o
o
o
o
Ease in identifying and correcting negative trends
Ease in making decision supported by collected data
Ease in measuring efficiency and inefficiency of the organization
Ease in analyzing information which is derived from visually displayed
performance measurement
o Ease in defining organizational strategy and goal
- Benefits from workers efficiency:
o Increase in productivity
o Saves time by eliminating numerous needs for reports
o Decrease the need to create and manage various statistical reports
o Easy to use
- Motivating workers:
o
o
User will be able to produce reports in detail by displaying new trends
More time can be allocated to analyze data and efficiently make use of time to
find, compile, and format data
o Well-designed dashboards are more attractive in comparison to conventional
designs, like tabulation reports
o Dashboard serves as means to share strategies, tactics, and operational data which
can motivate workers to understand them objectively and to be involved in the
right decision making
4.2. Types of Performance Dashboard
Rasmussen, N.H., Bansal, M., & Chen, C. Y. (2009), suggests 3 types of performance
dashboard, namely:
- Strategic dashboard
By utilizing strategic dashboard, an organization will be able to monitor the steps
which have been undertaken to reach a certain strategic object. This type of dashboard is
rather brief, uses a lot of tables, lacks updates, and contains global, external, trend, and
growth measurement. Strategic dashboard is based on balance scorecard method by David
Norton and Robert Kaplan which is a method to determine and reach organizational goal.
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International Journal of Software Engineering and Its Applications
Vol. 9, No. 1 (2015)
- Tactical Dashboard
Tactical dashboard is used to monitor advancement and relationship of trends as a
result of a strategic initiation. Tactical dashboard is ideally established using a technology
which allows detailed data tracking and detailed segregation of data, therefore easing the
process of problem analysis
- Operational Dashboard
Operational dashboard is used to monitor business processes, business activities and
various complex issues. This dashboard provides daily or weekly reports and tables which
illustrates the current status/condition of the business process. Managers can easily
discover issues and determine the necessary steps to solve problems or to attain benefit
from existing opportunities. This type of dashboard is mostly used in the department level
and not the executive level. Senior executives mostly use tactical or strategic dashboard.
From the previous elaboration regarding benefit and characteristics of performance
dashboard, it can be inferred that it can be categorized into 3 groups, namely tactical
strategic and operational dashboard. The users of each type may differ, ranging from the
executives to the operational level of an organization, or in this particular study, a
hospital. By differentiating types of dashboards from the user, it will ease the user in
analyzing data according to his needs. Data which is displayed in an accurate and easily
comprehensible form of information can be used to measure the performance of each unit,
analyze the current and future trends, as a tool to solve existing problems, as means to
motivate workers based on the grades they attained in KPI personally or based on unit,
also as means to grant rewards to best-performing worker or unit in order to induce
competitiveness. The better the performance of the hospital, the patients’ satisfaction level
will also increase. Therefore, patients’ loyalty will increase and it will entail maximum
profit gain. It will yield good impacts for the hospital in such a competitive era.
The visual presentation of data by tables and reports will also relieve the executive
entities of the hospital in monitoring, measuring, and evaluating the performance of the
hospital, as well as the process of strategic decision making, such as the right marketing
strategy for a hospital.
4.3. Application of Performance Dashboard in Hospitals
Numerous hospitals in the world, including Indonesia, has implemented performance
dashboard to monitor, measure, and evaluate their service performance.
This analysis is based on several previous researches, articles and related journals
regarding the implementation of performance dashboard and its impacts to the hospital’s
performance, namely:
- Sungkar, I. I., et al.,’s research, Performance Dashboard in Moslem Hospitals [4] the
application of performance dashboard: performance dashboard in Moslem hospital
Harapan Anda Tegal is used for performance measurement which is classified into 5
perspectives, which are financial, customers, service process quality, environment, and
human resource development. Impact: qualified information are provided and is
presented communicatively by using colors found in traffic-lights in order to ease the
user, in this case the executive entities of the hospital, in making decision or taking
strategic actions.
- Arifin, Z.’s research, Performance Dashboard Software Design of GovernmentOwned General Hospital’s Workers Performance Evaluation using The Malcolm
Balridge National Quality Agard Method (MBNQA) [1]. The implementation of
performance dashboard: implementing Malcolm Bridge process to establish a
performance dashboard software which deals with up to 7 different measurement
category (Leadership, Strategic Planning, Customer and Market, Knowledge
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Management, Human Resource, Process Management, and Organizational
Performance Results). Impact: by calculating 7 measurement categories based on
Malcolm Balridge and visually presenting it on a performance dashboard ease the
hospital in monitoring and evaluating its performance, evaluating the balance of
workload, and the number of human resources in order to equally distribute the task
and support the improvement of hospital’s performance. Aside from that, it can also
calculate the strengths and weaknesses existing inside the hospital so an appropriate
strategy can be conducted upon its finding.
- Zeng, J., et al.,’s research, Using Dashboard for Lean Revenue Cycle Management [5].
Theuse of performance dashboard: by presenting 3 information category involving
DFNB (Discharge Not Final Billed), inhouse and billed in a hospital using the Value
Stream Mapping (VSM) method. This performance dashboard displays information in
the form of tables and detailed reports regarding the daily numbers of those 3
categories. Impact: an increase in for the DNFB category, therefore increasing the
income of the hospital. Aside from that, there’s an accountable transparancy from the
hospital which enables it to control its financial issues transparently, thus easing the
effort to monitor and calculate the hospital’s income and expenditure
5. Conclusion
•
•
•
•
Performance dashboard has been used by numerous hospitals around the globe,
including Indonesia.
Methods of measurement used in the implementaion of performance dashboard
differs in each hospital.
The recent development of information technology results into a varied and useful
implementation of performance dashboard in hospital, due to its ability to allow
hospital’s executive entities to measure, monitor, and evaluate the performance of
hospital, as well as in making strategic business decision for the hospital.
The use of performance dashboard brings positive impacts. The performance of
hospital increases because performance dashboard can be utilized as a tool determine
a certain decision done by the hospital’s executive entities and it can also increase
staffs’ performance in conducting their job. With the increase of the hospital’s service
quality, the patients’ loyalty also escalates and it is followed by the hospital’s increase
of income and competitiveness.
References
[1] Z. Arifin, “Rancang Bangun Perangkat Lunak Performance Dashboard Evaluasi Kinerja Karyawan
Rumah Sakit Umum Pemerintah dengan Metode”, The Malcom Baldrige National Quality Award
(MBNQA). Jurnal Informatika Mulawarman, vol. 6, (2011), pp. 108-118.
[2] S. Malik, “Enterprise Dashboards: Design and Best Practices for IT. Hoboken”, John Wiley & Sons, Inc.,
(2005).
[3] N. H. Rasmussen, M. Bansal and C. Y. Chen, “Business Dashboards: A Visual Catalog for Design and
Deployment”, Hoboken: John Wiley & Sons, Inc., (2009).
[4] I. I. Sungkar and I. W. Mustafid, “Performance Dashboard pada Rumah Sakit Islam”, Jurnal Sistem
Informasi Bisnis, (2011).
[5] J. Zeng and J. Zhang, “Using Dashboard for Lean Revenue Cycle Management”, iBUsiness, (2013), pp.
100-103.
[6] M. Seifi, “Importance of KPI in BI Systems, Case Study: Iranian”, Seventh International Conference on
Information Technology, Sharif University of Technology, Tehran, Iran, (2010).
[7] W. Hur, “Developing Enterprise Dashboard”, Asian Journal of Information Technology, Medwell
Journals, vol. 8, no. 2, (2009), pp. 55-60.
[8] S. Few, “Information Dashboard Design”, O'reilly, ISBN: 0-596-10016-7, (2006).
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International Journal of Software Engineering and Its Applications
Vol. 9, No. 1 (2015)
Author
Andre M.R. Wajong
Education
-. MBA in Management Information Systems, University Of Dallas,
Apr 1090
-. Engineer in Industrial Engineering, Bandung Institute of
Technology, Des 1990
Copyright ⓒ 2015 SERSC
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