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PENGUKURAN KINERJA BERBASIS STRATEGI BALANCED SCORECARD PADA PT..KAI DAOP VIII SURABAYA

This research is meant to find out how balanced scorecard strategy as a strategy management system
can be used to assist the company management in interpreting visions, missions, and organization
strategy based on the financial, customers, internal business process as well as learning and growth
perspective indicators. Based on the result of research, it indicates that the performance indicator based
on balanced scorecard strategy at PT Kereta Api (Persero) Daerah Operasi VIII Surabaya which is
interpreted into 4 perspectives show: (1) learning and growth perspective which apply employee
turnover and employee productivity standards are showing good performance. The company can
minimize its employee turnover which indicates that the employee satisfaction level in working is
increasing. (2) The internal business process perspective which is appraised by using process time and
quick to respond is also indicating good performance. The company’s process time dimension
encounters reduction which indicates that service process time which is conducted by the company is
getting more efficient. (3) The customer perspective also indicates good performances, on average
respondents feel satisfied to the service which has been provided. (4) The financial perspective which
was appraised by using return on investment and net profit margin in 2011 encountered reduction
compared to 2010, yet the company was able to reach good non financial performance in 2011 and it
can be used as a description to improve its financial performance in the future.

Keywords: Balanced Scorecard, Organization Structure, Service Performance

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Informasi Detil
Judul Seri
-
No. Panggil
AMA-142222
Penerbit
: .,
Deskripsi Fisik
-
Bahasa
Indonesia
ISBN/ISSN
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Klasifikasi
AMA-142222
Tipe Isi
-
Tipe Media
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Tipe Pembawa
-
Edisi
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Subyek
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Info Detil Spesifik
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