PERANCANGAN DAN PENGUKURAN KINERJA UNIT BISNIS MENGGUNAKAN METODE BALANCED SCORECARD

• Main Author: Kusuma, Anida
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/5388
• Institution: Institut Teknologi Bandung

<b>Abstract</b><p align=\"justify\"> <br /> Telecommunications business has changed very quickly, full of uncertainty, and turbulences, either from technological aspect, regulation, market and competition. These conditions drive the telecommunication business players to make some internal changes to follow the business environment changes, begin from company level up to business unit level.<p align=\"justify\"> <br /> <br /> PT Telkom as one of the telecommunications business players has respon the change of business environment by reformulating its vision, mission and strategy and also rearrange its organization structure. Following that, it is necessary to the organization to change its performance measurement system, because the assessment of performance is important tool for the organization to monitor achievement of its vision and mission.<p align=\"justify\"> <br /> <br /> Therefore this research tries to design performance measurement system in Kandatel as a business unit of PT Telkom, by taking case study in Kandatel Bandung. In this research, the performance measurement system was designed based on Balanced Scorecard method. Performance indicators have breakdown from vision, mission and strategy of Kandatel Bandung which have been aligned with vision, mission and strategy of the company. Analytic Hierarchy Process (AHP) method was used to determine weight priority of performance measure.<p align=\"justify\"> <br /> <br /> The results of this research are : <br /> 1. Performance measure of Kandatel Bandung contain of 28 indicators, which consist of 9 financial indicators (weight 26%), 4 customer indicators (weight 50%), 7 internal business process indicators (weight 13%) and 8 learning and growth indicators (weight 11%).<p align=\"justify\"> <br /> 2. The result of performance measurement of Kandatel Bandung in year 2004 showing that Kandatel Bandung has average performance (achievement 85.4%), while some indicators have positif performance growth. <br /> <br />