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  • Jurnal Fakultas Ekonomi Dan Bisnis Universitas Kristen Immanuel Yogyakarta

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    This document summarizes a study that used the balanced scorecard to measure management performance at the District Hospital of Indramayu. The balanced scorecard evaluates performance across four perspectives: financial, customer, internal business processes, and learning and growth. Data was collected through questionnaires and interviews with patients and employees. The results showed that from a financial perspective, return on investment tended to increase but revenue growth decreased. From a customer perspective, patient retention decreased while new patients increased, but overall patient satisfaction was low. From an internal processes perspective, productivity and profit margins increased. From a learning and growth perspective, employee productivity increased but retention was low and satisfaction was also low.

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    This document summarizes a study that used the balanced scorecard to measure management performance at the District Hospital of Indramayu. The balanced scorecard evaluates performance across four perspectives: financial, customer, internal business processes, and learning and growth. Data was collected through questionnaires and interviews with patients and employees. The results showed that from a financial perspective, return on investment tended to increase but revenue growth decreased. From a customer perspective, patient retention decreased while new patients increased, but overall patient satisfaction was low. From an internal processes perspective, productivity and profit margins increased. From a learning and growth perspective, employee productivity increased but retention was low and satisfaction was also low.

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    17 views1 page

    Jurnal Fakultas Ekonomi Dan Bisnis Universitas Kristen Immanuel Yogyakarta

    Uploaded by

    Cynthia Rachmana
    This document summarizes a study that used the balanced scorecard to measure management performance at the District Hospital of Indramayu. The balanced scorecard evaluates performance across four perspectives: financial, customer, internal business processes, and learning and growth. Data was collected through questionnaires and interviews with patients and employees. The results showed that from a financial perspective, return on investment tended to increase but revenue growth decreased. From a customer perspective, patient retention decreased while new patients increased, but overall patient satisfaction was low. From an internal processes perspective, productivity and profit margins increased. From a learning and growth perspective, employee productivity increased but retention was low and satisfaction was also low.

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    PENERAPAN BALANCED SCORECARD SEBAGAI PENGUKUR KINERJA MANAJEMEN PADA RUMAH SAKIT UMUM DAERAH INDRAMAYU ( The Application

    of Balanced Scorecard as Performance Measurement at District Hospital of Indramayu ) Endang Satyawati Fakultas Ekonomi Universitas Kristen Surakarta Agus Prasetyanta Fakultas Ekonomi Universitas Kristen Immanuel Yogyakarta ABSTRACT The objective of this research was to measure managements performance by applying balanced scorecard. Balanced scorecard is a contemporary management tool used to upgrade organizations capability by multiplying financial performance. Balanced scorecard has 4 perspectives. These perspectives are financial perspective, customer perspective, process intern business perspective and learning and growth perspective. Data were collected by questionnaire and interview. Thirty five patients and 40 employees from District Hospital of Indramayu were taken as samples. The results obtained from applying balanced scorecard were : (1) Financial perspective, ROI tends to increase, but revenue growth tends to decrease; (2) Customer perspective, patients retention tends to decrease and patients acquisition tends to increase, but patients do not satisfy enough with District Hospital of Indramayu; (3) Process intern business perspective, hospitals productivity tends to increase and profit margin tends to increase, too; (4) Learning and growth perspective, employees productivity tends to increase, but employees retention tends to increase and employees do not satisfy enough with District Hospital of Indramayu. Keywords : managements performance, balanced scorecard, financial perspective, customer perspective, process intern business perspective, learning and growth perspective

    Jurnal Fakultas Ekonomi dan Bisnis Universitas Kristen Immanuel Yogyakarta Page 1

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