Abstract

With so much grim expanding its influence amidst the dying accounting systems a constant struggle for devising new systems exploring the fuller picture showing the real; in the cause and effect relationship form needed a dive into. Numerous experiments in the form of SERVQUAL, ABC Analysis, TQM etc made an attempt to dig deeper for finding the lurking danger in regard to which the organisation must aware itself of for, to safe-guard itself. In the year 1992, Kaplan and Norton discovered Balanced Scorecard(BSC) which analysed a broad scenario prevailing in the organisations in addition to finance at which the management concentrated itself on; searching for answers to the questions unanswered; the approach in respect of this instrument was logical one due to broad division of the situation into various perspectives (not just finance), viz.: Financial Governance, Customer Satisfaction, Internal Business, Learning and Growth, Employee Satisfaction and Internal Environment. Hospitals being the central support of the economy to progress, play a greater role in the society by caring for the well-being of the society. For thepurpose of the study the data was collected from Himalayan Hospital Jolly Grant, Dehradun; taking a large sample into account. The respondents to the study were Doctors, Nurses, Paramedics and Technicians selected on a random basis, and responses were taken on a five-point Likert Scale; the data was analyzed for Reliability and Validity and the results reported in respect of Hypothesis formed. The study revealed that all the components of BSC contribute significantly to the Overall Organizational Performance, which confirms that the results support the theoretical base i.e.. Financial Governance, Customer Satisfaction, Internal Business, and Learning and Growth, Employee Satisfaction and Internal Environment contribute significantly to the organisation's overall performance. 

Keywords: BSC, Customer Satisfaction, Learning and Growth, Internal Business, Financial Governance.