PRELIMINARY ASSESSMENT DESIGN USING MALCOLM BALDRIGE CRITERIA CASE STUDY AT PT PERUSAHAAN GAS NEGARA (PERSERO) Tbk

• Main Author: IRJAYANTI (NIM : 29107097); Pembimbing: Dr. Ir. Dermawan Wibisono, M. Eng., MAYA
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/16406
• Institution: Institut Teknologi Bandung

PGN business in the gas transmition and distribution in the south east region. After conducted Initial Public Offering (IPO) in 2003, PGN forced to increase its performance for business sustainability, especially for customer and stockholder satisfaction. PGN implemented <br /> <br /> <br /> the Balanced Scorecard approach for its performance to monitor its achievement, through measuring four perspectives which cover financial perspective, customer perspective, internal business process perspective, and learning and growth perspective. Several dissatisfaction <br /> <br /> <br /> performance that occured in the recent year create negative assumption due to the effectiveness of performance measurement approach implemented by PGN. <br /> <br /> <br /> The Final Project is composed to find a solution relates effectiveness to PGN performance management issues, that focus on the design of performance measurement system <br /> <br /> <br /> supported by Malcolm Baldrige Criteria which more comprehensive because it also covering the four perspectives of the Balanced Scorecard. The Malcolm Baldrige Criteria also provide the explanation of the major area that need to be improve. The Malcolm Baldrige Criteria cover seven perspectives:Leadership, Strategic Planning, Customer Focus, Measurement Analysis & <br /> <br /> <br /> Knowledge Management, Human Resource Focus, Process Management, and Business Result. <br /> <br /> <br /> The methodology that is used in this research involve identifying the main problem, composing research objectives, conducting literature review, analyzing of internal and external documents, then followed by preliminary assessment proposal using the Malcolm Baldrgie Criteria and calculate the score for each category, and finally comparing the proposed system <br /> <br /> <br /> with PGN existing system, afterwards, analyze each score achievement and provide proposed improvement. <br /> <br /> <br /> The preliminary assessment result shows that two of seven perspectives have the lowest score, which are Leadership with score 76 of 120, and Measurement Analysis and Konwledge Management with score 57 of 90. Total score of the preliminary assessment achieves 681 of 1000. <br /> <br /> <br /> The implementation planning of the preliminary assessment proposal contain several steps that need 12 months to complete. The first step is conducting the Malcolm Baldrige socialization, then preparing the qualified team to start the assessment activities, and finally PGN could use the assessment result as a foundation of evaluation and improvement.