THE DESIGN OF PERFORMANCE MANAGEMENT SYTEM USING INTEGRATED PERFORMANCE MEASUREMENT SYSTEM AT XYZ SHARIA INSURANCE

• Main Author: BHAWIKO PURNOMO ADHI (NIM : 29108365), SATRIYO
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/19439
• Institution: Institut Teknologi Bandung

XYZ Sharia Insurance is a company which has a product named sharia life insurance. The company is a subsidiary of PT AAA which distributes mobile phone’s voucher using referral system (network marketing). Therefore, the first target segment for XYZ is AAA’s business partners who were already listed as an insurance member. <br /> <br /> <br /> <br /> <br /> There are some business challenge faced by the company, such as unsatisfied claim services, limited number of product, limited working capital, and low brand image. Average time needed on a claim service is 14 days, far beyond the standard. Furthermore, not all claims are processed, due to uncompleted claim documents or invalid member’s data. Besides, XYZ only has one kind of product at the moment named personal accident insurance. By having only one product is not enough to fulfill the customer’s needs and wants. The other problem faced is the company’s working capital is only Rp.10.000.000.000,-, far below minimum requirements regulated at the Government’s Policy No.39 Year 2008. The effect of these problems is that XYZ is having difficulties in expanding its market. The main problem causing the aforementioned issues is because XYZ has not yet had a Performance Measurement System (PMS) which would surely be able to monitor company’s quality and performance. <br /> <br /> <br /> <br /> <br /> Those problems can be solved by designing PMS tool that is used to repair management system, to increase customer’s credibility, as well as to improve company’s profitability. Integrated Performance Management System (IPMS) is chosen to be the best method to overcome those troubles. The system itself uses three perspectives in determining performance variables to calculate, which are organization output, operation process, and resources. These three perspectives are integrated with organization and customer. <br /> <br /> <br /> <br /> <br /> The result from this blueprint are indicators which able to measure organization’s performance like profitability and liquidity rate, effectiveness of claim service time, staff quality and productivity, innovation improvement rate, and efficiency in implementing organization value. The outcome of this design is then expected to be able to improve company’s service quality and to give advantages for all stakeholders.