1. What other indicators might be used in each of the four perspectives for public health agencies? For health plans?
2. If you were to add a perspective to the four discussed in the chapter, what would it be? Draw a strategy map of a healthcare delivery organization and include this perspective.
3. How do you manage the other operations of an organization—that is, those that do not appear on a strategy map or balanced scorecard?
4. How would a department link its balanced scorecard to the corporate scorecard?
5. What methods could be used to involve the customer or patient in identifying the key elements of the balanced scorecard?
