Ningrum, Yulia Dian (2014) Analisis Pengukuran Kinerja Menggunakan Integrasi Balanced Scorecard (BSC) dan Performance Dashboard Pada Restoran Cepat Saji Prime Fried Chicken (PFC. Sarjana thesis, Universitas Brawijaya.
Abstract
Penelitian ini bertujuan mengukur pencapaian kinerja PFC berdasarkan target yang ditentukan dengan menggunakan konsep balanced scorecard (BSC) dan menampilkan secara grafis kinerja dan key performance indicator (KPI) terpilih menggunakan konsep performance dashboard. Penelitian menggunakan pairwise comparison untuk menentukan tingkat kepentingan perspektif, sasaran strategis, dan KPI. Penelitian juga menggunakan customer satisfation index (CSI) untuk mengetahui skor pencapaian KPI kepuasan customer dan IPA yang digunakan untuk memberikan saran pada PFC terkait indikator kepuasan customer mana yang memerlukan perbaikan segera. Hasil penelitian menunjukkan kinerja PFC belum mampu mencapai target absolut dengan skor 79.40%. Hal ini disebabkan karena kurang puasnya karyawan dengan gaji, jadwal libur hari raya yang diterima karyawan. Selain itu, PFC belum mampu memuaskan customer melalui empati yang ditunjukkan karyawan PFC. Sembilan dari enam belas KPI belum mampu mencapai target: tingkat kepuasan karyawan (TKK), retensi karyawan (RK), delivery order (DO), produk cacat (PC), indeks kepuasan customer (CSI), retensi customer (CRT), total customer (TC), sales growth (SG) dan gross profit margin (GPM).
English Abstract
The purposes of this research are to measure the PFC’s performance achievement based on expected target using balanced scorecard (BSC) concept and to visualize the performance and chosen key performance indicator (KPI) using performance dashboard concept. In this research, pairwise comparison is applied to establish the important level of perspectives, strategy objectives, and KPIs. In addition, customer satisfation index (CSI) is applied to determine the score of customer satisfaction and important performance analysis (IPA) is applied to give suggestions for PFC about the necessary emendation. From this research, it can be seen that PFC’s performance could not achieved the absolute target yet with score 79.40%. It is caused by the failure of PFC on satisfying their employees especially about the salary and the day off. Meanwhile, PFC is incapable of satisfy their customers through employee’s emphaty. Nine of sixteen KPI’s PFC are failed to reach the target: employee satisfaction (TKK), employee retention (RK), delivery order (DO), defect product (PC), customer satisfaction index (CSI), customer retention (CRT), total customers (TC), sales growth (SG) and gross profit margin (GPM
| Item Type: | Thesis (Sarjana) |
|---|---|
| Identification Number: | SKR/FTP/2014/318/051404954 |
| Subjects: | 300 Social sciences > 338 Production > 338.1 Agriculture |
| Divisions: | Fakultas Teknologi Pertanian > Teknologi Industri Pertanian |
| Depositing User: | Budi Wahyono Wahyono |
| Date Deposited: | 22 Aug 2014 14:42 |
| Last Modified: | 11 Mar 2022 04:42 |
| URI: | http://repository.ub.ac.id/id/eprint/149717 |
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