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Analisis Pengukuran Kinerja Berbasis Balanced Scorecard Untuk Peningkatan Layanan Prima ( Studi Kasus Pada Rumah Sakit Umum Daerah Dr. M. Haulussy Ambon)

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This study aims to analyze the performance of hospitals. Dr. M. Haulussy in
2015-2017 based on perspectives from Customers, Finance, Internal Business
Processes, and learning and growth. Data analysis techniques used by researchers
in conducting research activities carried out with several steps so that the
objectives set can be achieved, carried out with the following analysis techniques:
The initial step taken is to conduct research to determine the vision and mission of
the RSUD. Dr. M. Haulussy Ambon. The next step is to set targets that begin with
a customer, financial, internal business process, and learning & growth
perspective. This is done by setting targets that are determined to increase
motivation in hospital management to achieve what is set. The third step,
calculating the realization with the formula in the theory that occurs. Calculate the
score of each perspective. Calculate the total score of all perspectives in one year.
Compare the total score with the weight so that each criterion is known in each
perspective. Enter calculations in the balanced scorecard matrix. Create and draw
a dashboard rating category.
Based on the results of the analysis shows that the performance of the
customer perspective shows that the company is able to provide customer
satisfaction and Dr. M. Haulussy Ambon is able to retain old customers. The
performance of the financial perspective shows that RSUD Dr. M. Haulussy
Ambon is quite successful in achieving the level of revenue growth and efficiency
improvement seen from liquidity, profitability, sales growth, and cost recovery
rate. The performance perspective of internal business processes shows that
RSUD Dr. M. Haulussy Ambon is able to provide excellent service to patients.
The performance of learning and growth perspectives shows that RSUD Dr. M.
Haulussy Ambon is able to retain employees, increase employee productivity, be
able to improve the productivity and performance of employees by providing
training or training.
Keywords: Performance, Balanced Scorecard, Excellent Service

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Ketersediaan

Informasi Detail

Judul Seri

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No. Panggil

009 MAKSI 2019

Penerbit

Malang : Palgrave Macmillan., 2019

Deskripsi Fisik

PDF, 2.34 MB

Bahasa

Indonesia

ISBN/ISSN

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Klasifikasi

009 MAKSI 2019

Tipe Isi

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Tipe Media

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Tipe Pembawa

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Edisi

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Subjek

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Info Detail Spesifik

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Pernyataan Tanggungjawab

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Versi lain/terkait

Lampiran Berkas

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