PENGUKURAN KINERJA RUMAH SAKIT DENGAN BALANCED SCORECARD (Studi Kasus pada Rumah Sakit Umum Daerah Ngudi Waluyo Wlingi )

Shofiyatul Lailiyah


The purpose of this study was to measure the performance of hospital
"Ngudi Waluyo" Wlingi using the Balanced Scorecard concept therefore Hospital
can achieve the vision and mission that has been effectively and efficiently set.
The method used in this study were classified into descriptive research with a case
study approach.
This study shows the results in each perspective, in which perspective of
the consumer on consumer satisfaction indicators show the results satisfied with
the amount of 5836, the indicator shows customer retention due to poor
production decreased by 7.91% from 67.89% to 59.98%,  while the customer
Acquisition showed good results which amounted to  40.02%.  On the financial
perspectives for economic ratios showed less economical results in 2012 due to
excessive  expenditures of budgeted, which is equal to 103.87%, the Efficiency
Ratio  shows inefficient results for three consecutive years, while the ratio of
effectiveness in Hospital "Ngudi Waluyo" Wlingi can be said to be effective,  it is
proved by  the achievement of budget revenues that have been made.  The
perspective of internal business process (BOR, TOI, BTO, ALOS, GDR, NDR) is
considered “adequate”. The whole of perspective of internal business processes is
considered "adequate". On the learning and growth perspective on employee
satisfaction indicators show the results for 2409, which means employees are
satisfied, in addition to indicators of employee retention and employee
productivity also showed good results.
Eventually, the results of  this study indicate  that  the performance  of
hospital  "Ngudi  Waluyo"  Wlingi  when  measured using the  concept of  the
Balanced Scorecard entirety can be concluded "adequate".

Keywords: Measuring performance, Balanced Scorecard, Hospital

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