Development of performance indicators by the Delphi study for foodservice operations in senior welfare centers: application of the balanced scorecard

• Published in: Food science and biotechnology Vol. 33; no. 7; pp. 1727 - 1739
• Main Authors: Gang, Gyoungok, Chang, Hyeja, Lee, Sang-gil
• Format: Journal Article
• Language: English
• Published: Singapore Springer Nature Singapore 01.06.2024; Springer Nature B.V; 한국식품과학회
• Subjects: Chemistry; Chemistry and Materials Science; Food Science; Food service; Indicators; Nutrition; Older people; Research Article; 식품과학; Performance indicator; Delphi study; Foodservice operation; Senior welfare center; Balanced scorecard
• ISSN: 1226-7708; 2092-6456
• DOI: 10.1007/s10068-023-01468-x

With the rapid growth of the elderly population, the number of elderly welfare centers has expanded significantly. However, the current regulations and standards for foodservice management in these centers are inadequate. To address this issue, this study aimed to develop objective and integrated performance indicators based on the Balanced Scorecard for foodservice programs in elderly welfare centers. To evaluate the validity and reliability of the performance indicators, two Delphi studies were conducted in April 2017. The Delphi survey included the evaluation of strategic goals, financial perspective, customer perspective, learning and growth perspective, and the internal process perspective. The degree of consensus among experts was assessed using Kendall’s W-test. As a result of the study, the study ultimately identified 33 performance indicators from 12 strategic goals in four perspectives, which could be used as an efficient tool to evaluate, supplement, and improve foodservice in elderly welfare centers.