TANGIE, MARIA LITA (2026) IMPLEMENTASI BALANCED SCORECARD BERDASARKAN ANALISA GAP SISTEM MANAJEMEN MUTU ISO 9001:2015 UNTUK KEBERLANJUTAN RESTORAN RADJA GURAME CEMPAKA PUTIH. S2 thesis, Universitas Mercu Buana Jakarta.
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Abstract
This study aims to restore the profitability of the Radja Gurame Cempaka Putih restaurant outlet by analyzing the causes of declining Return on Assets (ROA) and Return on Investment (ROI), and low customer ratings on Google Reviews. A qualitative-descriptive approach was employed through management interviews, focus group discussions with key employees, customer interviews, field observations, and secondary data analysis. The analysis integrates gaps in the ISO 9001:2015 quality management system, Balanced Scorecard performance indicators, Cause and Effect analysis, and the Resource-Based View (RBV–VRIO) approach. The findings identify seven key issues: (1) significant gaps between operational practices and the formal quality management system; (2) the absence of a data-driven performance measurement and decision-making system; (3) inconsistencies in product and service quality under certain operational conditions; (4) product quality and service as the main strengths based on intangible resources; (5) human resource management that is not yet system-based; (6) technology utilization that remains operational rather than strategic; and (7) internal resource advantages that have not yet been converted into sustainable financial performance. This study recommends the formulation of a Balanced Scorecard-based strategy map as a foundation for strategic decision-making over a three-year horizon. Keywords: ISO 9001:2015, Balanced Scorecard, C&E Diagram, RBV-VRIO, profitability Capstone Project ini bertujuan mengembalikan profitabilitas outlet Restoran Radja Gurame Cempaka Putih dengan menganalisis penyebab penurunan kinerja finansial yang tercermin dari Return on Assets (ROA), Return on Investment (ROI), serta rendahnya penilaian pelanggan pada Google Review. Penelitian menggunakan pendekatan kualitatif-deskriptif melalui wawancara manajemen, forum group discussion dengan karyawan kunci, wawancara pelanggan, observasi lapangan, serta analisis data sekunder. Analisis dilakukan dengan mengintegrasikan gap sistem manajemen mutu ISO 9001:2015, indikator kinerja Balanced Scorecard, Cause & Effect Diagram, dan pendekatan Resource-Based View (RBV–VRIO). Hasil penelitian mengidentifikasi tujuh temuan utama, yaitu: (1) adanya kesenjangan signifikan antara praktik operasional dan sistem manajemen mutu formal; (2) belum terbentuknya sistem pengukuran kinerja dan pengambilan keputusan berbasis data; (3) terjadinya inkonsistensi kualitas produk dan layanan pada kondisi operasional tertentu; (4) kualitas produk dan pelayanan sebagai kekuatan utama berbasis sumber daya tidak berwujud; (5) pengelolaan sumber daya manusia yang belum berbasis sistem; (6) pemanfaatan teknologi yang masih bersifat operasional dan belum strategis; serta (7) keunggulan sumber daya internal yang belum terkonversi menjadi kinerja finansial berkelanjutan. Penelitian ini merekomendasikan perumusan peta strategi berbasis Balanced Scorecard dalam horizon tiga tahun. Kata kunci: ISO 9001:2015, Balanced Scorecard, C&E Diagram, RBV-VRIO, profitabilitas
| Item Type: | Thesis (S2) |
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| NIM/NIDN Creators: | 55124110033 |
| Uncontrolled Keywords: | ISO 9001:2015, Balanced Scorecard, C&E Diagram, RBV-VRIO, profitabilitas |
| Subjects: | 600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan 600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 658 General Management/Manajemen Umum > 658.1 Organizations/Manajemen Organisasi |
| Divisions: | Pascasarjana > Magister Manajemen |
| Depositing User: | khalimah |
| Date Deposited: | 04 Mar 2026 05:14 |
| Last Modified: | 04 Mar 2026 05:14 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/101346 |
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