Cuadro de mando integral en el laboratorio clínico: indicadores de perspectiva interna del negocio

objective: to propose a set of indicators as a management tool for a clinical laboratory, by using the balanced scorecard internal business processes perspective. material and methods: indicators proposed are obtained from different sources; external proficiency testing of the valencia community government, by means of internal surveys and laboratory information system registers. one year testing process proportion indicators results are showed. results: internal management indicators are proposed (process, appropriateness and proficiency testing). the process indicators results show gradual improvement since its establishment. conclusion: after one years of using a conceptually solid balanced scorecard internal business processes perspective indicators, the obtained results validate the usefulness as a laboratory management tool.