Benefits of Using SWOT Analysis and Balanced Scorecard for the Development of the Quality of Health Services : Narrative Review

Abstract

Hospital is a health service institution that is often used by the community to obtain the desired public health degree, provide services that meet expectations, and maintain service institutions. Consumers want the services of a responsible, market-oriented, customer-centric business. The emergence of problems in health services such as poor service, incomplete facilities, lack of human resources, and a less integrated hospital system cause the quality of health services to be less good. Therefore, tools and strategies are needed to improve hospital quality, such as SWOT analysis and Balanced Scorecard. This research is based on a review with type of narrative review. In this study, the collecting and arranging articles of from various literature sources related to the advantages of using SWOT and BSc analysis will be carried out in helping to improve the quality of health services. The use of SWOT analysis and the Balanced Scorecard can improve the quality of health services because it carries out the process of identifying and assessing important elements that affect the quality of health services and discussing tactics that can be taken to support decision-making in developing the quality of health services both in terms of services, facilities, health workers, and integrated hospital information system.

Implementation of Balanced Scorecard in Corporate Strategic Management

“…The BSC technique has been used to the context of investments in renewable energy to determine the most critical performanceenhancing criteria while accounting for nonfinancial factors as well. By identifying and evaluating significant factors that influence service quality and assisting in decisionmaking related to service development, the application of the BSC in the healthcare industry has been found to increase the quality of health services [31]. Similarly, the BSC has been used to assess postimplementation advantages and problems in the Finance and Accounting Outsourcing (FAO) industry [32].…”