Evaluation of Performance Indicators for Foodservice Operations in Senior Welfare Centers: Application of the Balanced Scorecard

Gang, G.O.

Evaluation of Performance Indicators for Foodservice Operations in Senior Welfare Centers: Application of the Balanced Scorecard

2023

Gang, G.O.

This research uses the Balanced Scorecard framework to create comprehensive performance indicators for foodservice programs in senior welfare centers. The study evaluates these programs in South Korean senior welfare centers from financial, customer, learning and growth, and internal business process perspectives. Thirty-five evaluation indicators were developed and validated through the Delphi study used for the survey study nationwide, and 115 were collected. Thirty elderly welfare centers participated in on-site evaluation by the expert. The results of the survey study, 81.4, indicate overall favorable performance, with social workers scoring slightly lower than dietitians and directors. On-site evaluations showed better performance, 84.4, compared to the survey study. The learning and growth perspective showed a significantly higher score on on-site evaluation, and the score was 20.9, which was 3.1 points higher than 17.8 from the survey study (p<0.001). However, there is room for improvement, including adopting nutrition management programs, defining roles for dietitians and cooks, enhancing food sanitation regulations, and providing financial support. Additional recommendations involve recruiting nutrition personnel, collaborating with local governments, and integrating centers for children’s foodservice management at the local level. This research provides valuable insights into enhancing the foodservice in elderly welfare centers to improve the nutrition and well-being of the elderly population.

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