Developing a mathematical model for hospitals performance evaluation: An hybrid approach of FHNBSC, SAW and LINMAP

Depending on the importance of a good performance appraisal system to achieve organizational strategies, Balanced Scorecard technique provides a comprehensive foundation for interpreting and translating organization’s vision and strategy in a set of performance measures by regarding an overall view of organization in four perspectives included customer, internal processes, learning-growth and financial. In this study a combination of fuzzy theory, analytic network process (ANP) and LINMAP are used to resolve the defects of this technique. Most important indicators in four perspectives of balanced scorecard were extracted based on the strategic program of public hospitals using balanced score card, viewpoints of the experts and professors in the field of health, and searching the literature. After identifying the indicators and forming the hierarchical tree of strategic map, dependencies between different parts of this hierarchical tree are determined by expert opinions. Then FANP is formed with the matrix of paired comparisons and the weights of indicators are determined. The five public hospitals in Yazd were selected. And then the two MCDM analytical tools of SAW, and LINMAP were respectively adopted to rank the hospital performance and improve the gaps with five hospitals as an empirical example. It shows that the proposed FMCDM evaluation model of hospital performance using the BSC framework can be a useful and effective assessment tool.