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CUP's Transcript
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CUP's Transcript is broken down into several portions. They are:
FINANCIAL PERSPECTIVE The financial perspective looks back at such
measures as operating expense, medical cost and utilization. The question to answer
: Did we meet our targets?
CUSTOMER PERSPECTIVE The customer perspective looks from the outside
in, toward the level of service we provide to our external customers. Measures such
as claims turnaround time, referral turnaround time and call answer time are important.
We need to answer the question: Are we in control?
INTERNAL-BUSINESS PROCESS PERSPECTIVE The internal-business process
perspective examines the quality of our internal processes and process cycle time.
We look at claims processing accuracy and claims logging time to help us ask: Are
we in control?
LEARNING AND GROWTH PERSPECTIVE With the learning and growth perspective
we focus on the future by looking ahead. The growth of our health plan membership
is important as are concerns around access to care as we continue to grow. CUP must
continue to develop the skills of our staff to mature as a company while asking:
Do we have momentum?
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