CHANDRA, JULIA QHOIRUL (2019) ANALISA KINERJA RUMAH SAKIT DENGAN METODE PENGUKURAN BALANCED SCORECARD (Studi Kasus Rumah Sakit Medika Lestari). S1 thesis, Universitas Mercu Buana Jakarta.
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Abstract
This study aims to observe and determine the performance of Medika Lestari Hospital with the balanced scorecard method. The research objective was to analyze and describe the level of performance of Medika Lestari hospital on the financial, customer, internal business process, and learning and growth perspectives with the balanced scorecard method. Data obtained in the form of primary data were questionnaires distributed in Medika Lestari Hospital as many as 163 patient respondents and 127 employee respondents as well as secondary data in the form of financial reports of Medika Lestari Hospital in 2015, 2016, 2017. Data collection methods were documentation, interviews, and questionnaires . The analytical method used is quantitative descriptive analysis. From the research that has been done it can be concluded that the performance of the financial perspective is still not very good in the first year because there is still a waste in budget use, internal business perspectives also occur fluctuating due to changes in the system, as well as customer perspective and learning growth overall is good enough. Penelitian ini bertujuan untuk mengamati dan mengetahui kinerja Rumah Sakit Medika Lestari dengan metode balanced scorecard. Tujuan penelitian adalah untuk menganalisis dan mendeskripsikan tingkat kinerja Rumah Sakit Medika Lestari pada perspektif keuangan, pelanggan, proses bisnis internal, dan pembelajaran dan pertumbuhan dengan metode balanced scorecard. Data yang diperoleh berupa data primer yaitu kuisoner yang disebarkan di Rumah Sakit Medika Lestari sebanyak 163 responden pasien dan 127 responden karyawan serta data sekunder berupa laporan keuangan Rumah Sakit Medika Lestari tahun 2015, 2016, 2017. Metode pengumpulan data adalah dokumentasi, wawancara, dan kuesioner. Metode analisis yang digunakan adalah analisis deskriptif kuantitatif Dari penelitian yang telah dilakukan dapat disimpulkan bahwa kinerja perspektif keuangan masih belum terlalu baik pada tahun pertama karena masih terjadi pemborosan pada penggunaan anggaran, perspektif bisnis internal juga terjadi fluktuatif karena adanya perubahan sistem, serta perspektif pelanggan dan pertumbuhan pembelajaran secara kesuluruhan sudah cukup baik. Kata Kunci : Perspektif Keuangan, Pelanggan, Proses Bisnis Internal, Kinerja, Balance Scorecard.
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