Professional Documents
Culture Documents
2
Corporate
Performance Management
3
Performance Management Framework
Key
Performance
Indicators
Company
strategy
Identifying
Defining
Measuring
Monitoring
Reporting
Performance Management Component
Performance Performance
Management Management
Infrastructure Culture
STRATEGY
6
Pengertian Balanced Scorecard
7
4 Perspectives in Balanced Scorecard
Financial Perspective
The Strategy If we succeed, how will
we look to our
shareholders?
Customer Perspective
To achieve our vision,
how must we look to our
customers?
Internal Perspective
To satisfy our customers,
which processes must we
excel at?
Mission –
Why We
Exist Strategic
Strategy Outcomes
Map :
Translate the Satisfied
Vision – Strategy Shareholders
What We Strategy :
Our Game Delighted
Want to Be
Plan Customers
Excellent
Balanced Processes
Values – Scorecard :
What’s Measure and Motivated
Important Focus Workforce
to Us
9
Perspektif Keuangan
10
Perspektif Keuangan
Peningkatan
Pendapatan
Peningkatan
Produktivitas atau
Efisiensi Biaya
Profit
11
Contoh Sasaran Strategis dalam
Perspektif Keuangan
12
Perspektif Pelanggan
13
Perspektif Pelanggan
14
Model dalam Perspektif Pelanggan
Customer Acquisition
16
Perspektif Proses Bisnis Internal
17
Elemen-elemen dalam Proses Bisnis
Layanan kepada
Pelanggan
19
Perspektif Pembelajaran
• Perspektif ini mencerminkan kapabilitas yang harus
dimiliki oleh perusahaan, dalam dua aspek utama, yakni:
• Pengembangan sumber daya manusia
• Pengembangan sistem organisasional,
kepemimpinan dan kultur perusahaan
• Perspektif ini menunjukkan bahwa kapabilitas sumber
daya manusia dan sistem organisasi yang solid
merupakan 'pondasi' bagi kemajuan kinerja perusahaan
20
Perspektif Learning and Growth
• Skills • Culture
• Knowledge • Leadership
• Attitude • Collaboration
Contoh Sasaran Strategis dalam
Perspektif Pembelajaran
22
Template Balanced Scorecard Map
• Dalam slide berikut ditampilkan template balanced
scorecard map. Didalamnya diuraikan contoh sasaran
strategis yang relevan untuk setiap perspektif, yakni :
• Perspektif Keuangan
• Perspektif Pelanggan
• Perspektif Proses Bisnis
• Perspektif Learning & Growth
23
Corporate Balanced Scorecard Map -
An Example
Enhance Long-term
Shareholder Value
Customer
25
Balanced Scorecard
Vision Balanced
Mission Scorecard
Strategy
Key
Performance
Indicators
Company
strategy
Identifying
Defining
Measuring
Monitoring
Reporting 26
Key Performance Indicators (KPI)
KPI = Ukuran atau
Vision Indikator yang akan
Mission Strategy memberikan informasi
and Values sejauh mana kita telah
berhasil mewujudkan
sasaran strategis yang
telah kita tetapkan
Strategic Objectives
Finance
Key Performance
Indicators
Customer
Key Performance
Internal Business Indicators
Process
Key Performance
Learning
Indicators
27
KPI Guidelines
28
Key Performance Indicators - KPI
29
Tingkatan Key Performance Indicators
Strategic
Objective
30
Tingkatan Key Performance Indicators
Improve
customer satisfaction
on service
Contoh KPI :
• Customer Satisfaction Index
Measure • Number of complaints
Results
31
Tingkatan Key Performance Indicators
Contoh KPI :
32
Tingkatan Key Performance Indicators
Develop Competent
Employee
Contoh KPI :
• Rata-rata Skor Kompetensi
Measure
Karyawan
Results
• Jumlah Pelatihan
Measure Per Karyawan Per Tahun
Activity • % Karyawan yang Merealisasikan
Individual Development Plan
33
Corporate Balanced Scorecard Map -
An Example
Enhance Long-term
Shareholder Value
Customer
34
Tabel BSC dan KPI
Financial
(bobot 25) Increase Revenue Revenue (Rp juta) 50,000
Growth
Manage Cost
Efficiency - Overhead Cost Ratio 8 8 100
Nurture Customer
Satisfaction - Customer Satisfaction Index 8 7.80 98 93 23.33
Customer
(25) Expand Market Share - Market Share per Product 40 37 93
Achieve Operational
Excellence - Number of Product Defects 100 per 1 million 100 per 1 million 100 99 24.80
- Time To Response
Customers' Request max 24 hours average 25 hours 96
Drive Demand via
Customer Relationship
Business - Number of Customer
Process Gatherings 6 per year 6 100
(25)
- Number of New Products
Launch 2 in this year 2 100
Manage Growth via
Innovation - Number of New Initiatives
Implemented for Continous
Improvement 10 10 100
Mengembangkan
Employee Satisfaction - Employee Satisfaction Index 8 7.60 95 95 23.75
Mengembangkan
Learning Produktivitas - Sales Revenue Per
(25) Karyawan Employee 500 per employee 450 90
38
Integration between Corporate and
Division/Department
Vision
Mission
Strategy
Corporate
Scorecard
The Division Scorecard
is built by referring to the
Division corporate scorecard
Scorecard
39
HR Strategy Map Template
Drive Long term
Shareholder Value
Customer
40
IT Strategy Map Template
Drive Long term
Shareholder Value
Enhance IT Impact on
Optimize IT Efficiency
Enterprise Outcome
Financial
Customer
41
Finance Strategy Map Template
Drive Long term
Shareholder Value
Customer
Increase Sales
Optimize Marketing Efficiency
Revenue
Financial
44