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

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Abstract

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.

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Authors and Affiliations

  1. Department of Food and Nutrition, Yonsei University, 50 Yonsei-ro, Seodaemun-gu, Seoul, 03722, Republic of Korea

    Gyoungok Gang

  2. Department of Food Science and Nutrition, Dankook University, 119, Dandae-ro, Dongnam-gu, Cheonan-si, Chungnam, 31116, Republic of Korea

    Hyeja Chang

  3. Department of Food Science and Nutrition, College of Fisheries Science, Pukyong National University, Busan, 48513, Republic of Korea

    Gyoungok Gang & Sang-gil Lee

  4. Department of Smart Green Technology Engineering, Pukyong National University, Busan, 48513, Republic of Korea

    Sang-gil Lee

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  1. Gyoungok Gang
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  2. Hyeja Chang
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Correspondence to Hyeja Chang or Sang-gil Lee.

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Gang, G., Chang, H. & Lee, Sg. Development of performance indicators by the Delphi study for foodservice operations in senior welfare centers: application of the balanced scorecard. Food Sci Biotechnol 33, 1727–1739 (2024). https://doi.org/10.1007/s10068-023-01468-x

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