Analisis kinerja dan menyusun strategi dengan menggunakan balanced scorecard
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Abstract
This study aims to measure company performance using the Balanced Scorecard tool assisted by the Analytical Hierarchy Process tool. The measurement results will be used as the basis for making a strategy for the company. This type of research is descriptive and data collection is done by taking company data and distributing questionnaires to measure customer and employee satisfaction. Respondents to the customer satisfaction questionnaire were distributed to company consumers and a total sample of 120 was taken. While the respondents for the employee satisfaction questionnaire were distributed to employees who had worked for at least 1 year so a total sample of 70 was collected. The application used for the weighting was Expert Choice 11 and the application which is used to process the questionnaire data is SPSS. The results of the weighting shown that the most important perspective for the company is the customer and financial perspective where there are 4 most important sub-criteria, namely Customer Satisfaction, Sales (ROE), Customer Retention, and Profitability (NPM). Based on performance measurement using a Balanced Scorecard, the customer perspective and growth and learning have good performance, while the financial perspective and internal business processes have moderate performance. Overall, the average performance of the four perspectives performs well.
Penelitian ini memiliki tujuan untuk mengukur kinerja perusahaan menggunakan alat Balanced Scorecard yang dibantu dengan alat Analytical Hierarchy Process. Hasil pengukuran dijadikan dasar dalam pembuatan strategi untuk perusahaan. Jenis penelitian ini adalah deskriptif dan pengumpulan data dilakukan dengan cara mengambil data perusahaan dan penyebaran kuesioner untuk mengukur kepuasan pelanggan dan karyawan. Responden untuk kuesioner kepuasan pelanggan dibagikan kepada konsumen perusahaan dan diambil jumlah sampel sebanyak 120. Sedangkan responden untuk kuesioner kepuasan karyawan dibagikan kepada karyawan yang telah bekerja minimal selama 1 tahun sehingga terkumpul jumlah sampel sebanyak 70. Aplikasi yang digunakan untuk pembobotan adalah Expert Choice 11 dan aplikasi yang digunakan untuk mengolah data kuesioner ada SPSS. Hasil dari pembobotan menunjukkan bahwa perspektif terpenting bagi perusahaan adalah perspektif pelanggan dan keuangan yang dimana terdapat 4 sub-kriteria terpentingnya yaitu Kepuasan Pelanggan, Penjualan (ROE), Customer Retention, dan Profitabilitas (NPM). Berdasarkan pengukuran kinerja menggunakan Balanced Scorecard, perspektif pelanggan, dan pertumbuhan dan pembelajaran memiliki kinerja baik, sedangkan perspektif keuangan dan proses bisnis internal memiliki kinerja sedang. Secara keseluruhan rata-rata kinerja dari keempat perspektif berkinerja baik.
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