SYAHPUTRI, FARADILLA (2020) ANALISIS PENGUKURAN KINERJA LABORATORIUM DN DENGAN METODE BALANCED SCORECARD. S1 thesis, Universitas Mercu Buana Bekasi.
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Abstract
ABSTRAK Penelitian ini bertujuan untuk mengetahui kinerja Laboratorium DN dengan menggunakan pendekatan Balanced Scorecard. Pengukuran kinerja berdasarkan empat perspektif yang terdapat di dalam Balanced Scorecard, yaitu perspektif pelanggan, perspektif keuangan, perspektif proses bisnis internal dan perspektif pembelajaran dan pertumbuhan. Penelitian ini merupakan jenis penelitian studi kasus yaitu dengan cara menganalisis data perusahaan kemudian diukur kinerja berdasarkan empat perspektif yaitu perspektif keuangan, perspektif pelanggan, perspektif proses bisnis internal dan perspektif pembelajaran dan pertumbuhan. Penelitian ini dilakukan di Laboratorium. Pengumpulan data menggunakan metode dokumentasi, metode wawancara dan kuesioner. Hasil penelitian menunjukkan bahwa kinerja Laboratorium DN dilihat dari (1). Perspektif keuangan dari indikator rasio NPM dan rasio Efektivitas menunjukkan kinerja dengan kriteria kurang sedangkan untuk indicator ROI dan Efisiensi menunjukkan kinerja dengan kriteria baik. (2). Perspektif Pelanggan dari indikator retensi pelanggan menunjukkan kinerja dengan kriteria kurang , sedangkan akusisi dan kepuasan pelanggan menunjukkan kinerja dengan kriteria baik (3). Perspektif internal dan bisnis dilihat dari indikator Inovasi dan Respond Times menunjukkan kinerja dengan kriteria baik. (4). Perspektif Pertumbuhan dan Pembelajaran dilihat dari perspektif Produktivitas dan kepuasan karyawan menunjukkan kinerja dengan kriteria baik sedangkan untuk retensi karyawan menunjukkan kinerja dengan kriteria kurang. Kata kunci : Balanced Scorecard, Pengukuran Kinerja, Laboratorium ABSTRACT This research is aimed to determine the performance of Laboratory DN with the Balanced Scorecard approach. The performance measurement based on four perspectives contained in the Balanced Scorecard, such as customer perspective, financial perspective, inernal business process perspective, along learning and growth perspective. This research is a kind of case study that analyze the companies data then measured performance based on four perspectives such as financial perspective, customer perspective, internal business process perspective, along learning and growth perspective. This reseach carried out in the Laboratory DN. The data collection techniques used were documentation, interview, and questionnaire methods. The results showed that the performance of Laboratory DN seen from the (1). Financial Perspective of NPM and effectiveness ratio showed that the performance is in the less criteria, while the ROI and Efficiency ratio indicators showed that the performance is in the good criteria. (2). Customer Perspective of customer retention indicators showed that the performance is in the less criteria, while the customer and customer acquisition satisfaction showed the performance is in the good criteria. (3). Perspective views Innovation and Respond Times showed that the performance is in the good criteria.(4). Learning and Growth Perspective seen from the productivity and employee satisfaction showed that the performance is in the good criteria, while for the employee retention that the performance is in the less criteria. Keyword : Balanced Scorecard, Performance Measurment, Laboratory
| Item Type: | Thesis (S1) |
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| Call Number CD: | FT/IND 20 003 |
| NIM/NIDN Creators: | 41615320049 |
| Uncontrolled Keywords: | Kata kunci : Balanced Scorecard, Pengukuran Kinerja, Laboratorium |
| Subjects: | 600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 658 General Management/Manajemen Umum > 658.3 Personnel Management/Manajemen Personalia, Manajemen Sumber Daya Manusia, Manajemen SDM |
| Divisions: | Fakultas Psikologi > Psikologi |
| Depositing User: | siti maisyaroh |
| Date Deposited: | 14 Apr 2022 05:03 |
| Last Modified: | 14 Apr 2022 05:03 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/59903 |
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