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C.

CASTILLO
LIBRON
DENTAL CLINIC

Balanced Scorecard
C.CASTILLO LIBRON DENTAL CLINIC
Address : G/F Unit B. Germcraft Bldg. Cemerino Ave. Dasmarias,
Cavite
Tel. No: (046) 416-6890 / Cell No.: 0928-503-3367

2F RCVJ Bldg. Don P. Campos Ave. Dasmarias, Cavite


Tel. No: (046) 416-1017 / Cell No.: 0922-852-1575

Clinic Hours: Mon - Sat : 9:30am - 6:30pm


Sundays by Appointment

E-mail: chumpoy79@icloud.com

Contact Person:
Dr. Calmilus "Chum" Castillo Libron
Owner
Cell No. 0917-823-3555

The Financial Perspective WALTER MART


The C.Castillo Libron Dental Clinic mission statement is: We serve quality services that
satisfy our patient" The strategy of C.Castillo Libron Dental Clinic is cost leadership
strategy. Cost leadership it describes a way to establish the competitive advantage. Cost
leadership, in basic words, means the lowest cost of operation in the industry. So they
serve quality services in low operation cost.

Financial perspective:
Objective
Increase
revenues/total assets.

Measure
Revenue/total assets
percent. .

Target
Increase
Revenue/total assets
by 5-10% during the
next year.

Increase
revenues/employee

Revenue

Increase return on
investment.

Return on
investment..

Increase
revenue/employee by
5 % during next two
years.
Increase return on
investment by 2%
every year for three
years. .

Action
Additional Dentist to
accommodate more
patient, invest more
dental chairs and
stock more supplies in
store room in case of
shortage
Increase employee
efficiency through
training and by
expierience
Reduce operating
costs, and lessen bulk
purchases of supplies

The three objectives are Increase revenues/total assets, Increase revenues/employee and
Increase return on investment. Increasing revenues/total assets is a strong indicator of
cost reduction because it increase the number of customers and it lessesn the cost of
supplies because they stock more and Increasing revenues/employee will also help
C.Castillo Libron Dental Clinic maintain its cost leadership. Finally, Increase return on
investment will be possible only if C.Castillo Libron Dental Clinic controls its costs and
purchases of bulk supplies because some of the supplies expired so they cannot anymore
used it . Each of the financial objectives is related to the strategy of the clinic.

The Customer Service Perspective Walter Mart


The C.Castillo Libron Dental Clinic mission statement is: We serve quality services that
satisfy our patient"
There are 2 kind of patients this are the card insurance holder and a regular patient:
The card insurance holder is a patient that have insurance given by their company, they
don't need to pay all the nesessary expenses because it covers by the insurance but not all
expenses are covered by it
Regular Patient is a regular person who needs dental care, its pays all the expenses.

Customer perspective:
Objective
Increase average
customer size of
C.Castillo Libron
Dental Clinic
Increase customer
rating of C.Castillo
Libron Dental Clinic

Measure
Average customer
size.

Target
Action
Increase customer size More on referals
by 5% every year for
next five years.

Customer rating.

Increase customer
rating by 10% in one
years time.

Reduce number of
customer complaints.

Customer Complaints.

Reduce the number of


customer complaints
received by 4% every
year for three years.

The prices at
C.Castillo Libron
Dental Clinic should
be the lowest bur
serve quality service
Improve the details
that covered by card
issurance and improve
customer service.

The three objectives are increasing average customer size, increasing customer rating of
and reducing the number of customer complaints. The Mission is to serve quality
services. If C.Castillo Libron Dental Clinic serves quality services in low operating cost,
the patient will refer it to others more patient will come to their dental clinic and it will
help C.Castillo Libron Dental Clinic to increase their custoer size . If C.Castillo Libron
Dental Clinic satisfy customers, they will give an improved rating to the clinic. If the
patient save money and satisty on their service, then there will be fewer complaints
against the clinic but most of the complains is the cover insurance to the card insurance
holders for example extraction of third molar it needs surgery, it is cover by the

insurance but the clinic will need to call some surgeion that need for the operation, so it is
addtional cost for the clinic because the clinic will pay the professional and service fee of
the surgeion and they will account it to the patient

The Internal Business Process Perspective Walter


Mart
The C.Castillo Libron Dental Clinic mission statement is: We serve quality services that
satisfy our patient"
.

Internal business process perspective:


Objective
Reduce administrative
expense/total
revenues.

Measure
Administrative
expenses/total
revenue.

Online Transaction

Average time taken.

Customers at
counters.

Average waiting time.

Target
Reduce
Administrative
expenses/total revenue
by 2% every year for
next five years.
Reduce time taken by
5 % in every year for
next three years.
Add more facilities in
the counter by 10% in
the next two years

Action
Train the employees
so that they become
more efficient.
Add and Use Online
Transaction for
appointments
Add more
entertainment for
customers at counter
like TV with dental
education and for
children buy some
toys

The three objectives are reducing administrative expense/total revenues, Online


transaction and reducing waiting time for customers at counters. The strategy of
C.Castillo Libron Dental Clinicis cost leadership; reducing administrative expense/total
revenues will help C.Castillo Libron Dental Clinic reduce costs. If C.Castillo Libron
Dental Clinic use online transaction for appointments, it must make more effective and
save time for the patient and add more facilities while waiting. Adding more facilities
while waiting for patients help them to entartain there selfs

The Learning and Growth Perspective Walter


Mart
The C.Castillo Libron Dental Clinic mission statement is: We serve quality services that
satisfy our patient"

Learning and growth perspective:

Objective
Increase training
hours per employee. .

Measure
Average training
hours per employee.

Target
Increase training
hours per employee
by 5% every year

Reduce employee
turnover rate.

Employee turnover
rate.

Reduce employee
turnover rate by 3%
each year for next
thee years.

Increase use of
employees view

Empowerment index.
or Authorization

Increase
empowerment index
by 5% every year for
at least three years.

Action
Attent some seminar
and trainings hosted
by the Philippine
Dental Assosiation
Increase employee
participation in
decision making. and
to mettings Also,
increase job rotation.
Give more decision
making authority to
employees.

The three objectives are Increase training hours per employee, Reduce employee turnover
rate and Increase use of employees view . The strategy of C.Castillo Libron Dental
Clinicis cost leadership; reducing employee turnover rate will lead to cost reduction,
Hiring the right people with the right skills who fit into the company's culture from the
start and Paying employees the right compensation, often with attractive bonuses, sample
benefits and flexible work schedules .Further, Increasing training hours per employee will
make employees more efficient and so will lead to cost reduction and better service to
patient. Finally, Increase use of employees view will provide greater initiative from
employees to reduce costs. Empowered employees will be motivated employees and will
help C.Castillo Libron Dental Clinic control its costs.