Towards an Integrated Performance Management and Measurement System for healthcare organisations: a case study in Montreal

This study proposes an approach for developing or improving performance management and measurement systems (PMMSs) for healthcare organisations. First, data is collected to analyse and understand the current organisation’s performance management system. Second, the SWOT (Strengths, Weaknesses, Opportunities, Threats) method is used to identify the main aspects of the performance management system to be improved. Third, based on the scientific literature and SWOT analysis, BSC principles are integrated to this performance management system to better align the organisation’s performance objectives and indicators with its strategy. Finally, we develop a performance indicator structure and select indicators to be used as well as how these indicators could be integrated and shared with higher hierarchical levels in the organisation by using AHP (Analytic Hierarchy Process). Our approach is applied to the CIUSSS du Centre-Sud-de-l’île-de-Montreal (CCSMTL), a large healthcare network, in the province of Québec, Canada.