SP, MUCHAMMAD ADIKA MANGGALA (2019) PENGUKURAN KINERJA PERUSAHAAN DENGAN METODE BALANCED SCORECARD PT BUMI ARASY KONSULTANINDO. S1 thesis, Universitas Mercu Buana Jakarta.
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Abstract
The research aims to analyze the performance of PT Bumi Arasy Konsultanindo between 2016-2018 using Balanced Scorecard method. Balanced Scorecard have four perspective to measure company performance,which is finance perspective, customer perspective, internal bussines process perspective and learning & growth perspective. This research is a descriptive analysis. Data collection methods used in this study are documentation and interviews. The results of the study prove that the company is considered bad, because 8 of the 12 variables analyzed were declared bad. Financial perspective is considered bad, Return on Assets of 0.05%, Return On Equity of 0.08%, and Net Profit Margin of 0.06%. Customer perspective is good customer retention of 18.18%, customer acquisition is bad of 38%, customer satisfaction rate of 87.36%. Internal business process perspective, a good innovation process is has product innovation every year, a bad operating process exceeds the target training costs, a good after-sales service process because it is timely in making reports. Learning and growth perspective that is, the level of employee productivity is bad at Rp. 50,796,119, bad employee turnover rate is -15.38%, bad employee satisfaction level is 73.44%. Keyword: Company Performance, Balanced Scorecard, Finance Perspective, Customer Perspective, Internal Bussines Process Perspective, Learning and Growth Perspective. Penelitian ini bertujuan untuk menganalisis kinerja perusahaan PT Bumi Arasy Konsultanindo pada tahun 2016-2018 dengan menggunakan metode Balanced Scorecard yang memiliki empat perspektif yaitu perspektif keuangan, perspektif pelanggan, perspektif proses bisnis internal dan perspektif pembelajaran & pertumbuhan. Penelitian ini bersifat analisis deskriptif. Metode pengumpulan data yang digunakan dalam penelitian ini adalah dokumentasi dan wawancara. Hasil penelitian membuktikan bahwa perusahaan dinilai buruk, karena 8 dari 12 variabel yang dianalisis dinyatakan buruk. Perspektif keuangan dinilai buruk yaitu Return On Asset sebesar 0,05%, Return On Equity sebesar 0,08%, dan Net Profit Margin sebesar 0,06%. Perspektif pelanggan yaitu retensi pelanggan baik sebesar 18,18%, akuisisi pelanggan buruk sebesar 38%, tingkat kepuasan pelanggan baik sebesar 87,36%. Perspektif proses bisnis internal yaitu, proses inovasi baik memiliki inovasi produk setiap tahun, proses operasi buruk melebihi target biaya pelatihan, proses layanan purna jual baik karena tepat waktu dalam membuat laporan. Perspektif pembelajaran dan pertumbuhan yaitu, tingkat produktifitas karyawan buruk sebesar Rp. 50.796.119, tingkat perputaran karyawan buruk sebesar -15,38%, tingkat kepuasan karyawan buruk sebesar 73,44%. Kata kunci: Kinerja Perusahaan, Balanced Scorecard, Perspektif Keuangan, Perspektif Pelanggan, Perspektif Proses Bisnis Internal, Perspektif Pembelajaran dan Pertumbuhan.
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