(Balanced scorecard; writing; ethics) Assume that you are in charge of Physicians Social Service Agency, which provides counseling services to low income families. The agency’s costs have been increasing with no corresponding increase in funding. In an effort to implement some cost reductions, you took the following actions:
- Empowered counselors to make their own decisions about the legitimacy of all low income claims.
- Told counselors not to review processed claims a second time to emphasize the concept of “do it right the first time.”
- Set an upper and lower control limit of 5 minutes on a standard 15 minute time for consultations to discourage “out of control” conditions.
a. Discuss the ethics as well as the positive and negative effects of each of the ideas listed.
b. Develop a balanced scorecard for Physicians Social Service Agency that incorporates the three changes listed.