Rosyidah, LukyNuraini (2012) Analisis Keefektifan Badan Layanan Umum (Studi pada Rumah Sakit Umum Haji Surabaya). Magister thesis, Universitas Brawijaya.
Abstract
Penelitian ini bertujuan mengetahui efektifitas sekaligus menganalisis kinerja Rumah Sakit Haji Surabaya yang sekarang telah menjadi Badan Layanan Umum Daerah (BLUD). Variabel yang diamati adalah Perspektif Keuangan, Internal Bisnis, pelanggan/ Konsumen serta pertumbuhan dan pembelajaran, kondisi Lingkungan Eksternal dan Internal Rumah Sakit. Metode penelitian ini adalah analisis depkriptif dengan pendekatan analisis kuantitatif dan alat analisis Menggunakan hybrid Theori (Kombinasi antara Balanced Scorecard dan analisis TOWS). Dari hasil penelitian diketahui bahwa pada tahun 2010 terjadi peningkatan kunjugan Rawat Jalan sebesar 3,46%, IGD sebesar 22,32% dan BOR (Rawat Inap) sebesar 6,74%. Dari Balanced Scorecard diketahui bahwa tidak ada permasalahan di bidang keuangan, karena masih mendapatkan subsidi dari pemerintah. Dari sisi internal Bisnis Beberapa Inovasi sudah dilaksanakan dengan penambahan beberapa alat kedokteran dan Complain pelanggan tahun 2010 sudah mengalami penurunan sebesar 7,32% meski masih juga terdapat kendala teknis bidang komputerisasi dan kearsipan. Pelatihan karyawan terlaksana sebesar 47,33 %, dengan tingkat retensi 3,66% dan kepuasan karyawan yang cukup bagus (sangat puas sebesar 16,46%, Puas sebesar 43,02%). Dari perspektif pelanggan, posisi RSU Haji cukup strategis dengan kepuasan pelanggan juga cukup bagus ( sangat puas sebesar 30,18%, Kriteria puas sebesar 39,45 %). Dari analisa TOWS terlihat bahwa posisi rumah sakit berada pada kuadran I yaitu Offensive/Aggressive, dimana menunjukkan bahwa RSU Haji Surabaya mempunyai peluang dan kekuatan untuk bekembang. Pencapaian nilai pada Lingkungan Eksternal 1,5 dan Lingkungan Internal 3,1.
English Abstract
This research aimed at learning the effectiveness and analyzed the achievement of the Hospital of Haji Surabaya that now becomes the General Service of the Area (Badan Layanan Umum Daerah/BLUD). The variable that was observed being the perspective of finance, internal business, the customer/the consumer as well as the growth and learning, the condition for the external and internal hospital environment. This research method was descriptive analysis with quantitative approach and the analysis implement used hybrid theory (the combination between balanced scorecard and the TOWS analysis). From the result at research was known that during 2010, an increase in visit happened treat street (rawat jalan) of 3.46%, IGD of 22.32% and the BORE (rawat inap) of 6.74%. From balanced scorecard was known that there was no problem in the financial field, because still got the subsidy from the government. From the internal side of the business several innovation has been carried out by the increase in several medical equipments and the customer complaints decline in 2010 of 7.32%, although there were still technical hurdles field of computerized and archival. The training of the employee was implemented of 47.33%, with the level of retention 3.66% and the employee`s quite good satisfaction (very satisfied of 16.46%, satisfied of 43.02%). From the perspective of the customer, the position of RSU Haji was strategic with the customer`s satisfaction good enough (very satisfied of 30.18%, the satisfied criteria of 39.45%). From the TOWS analysis was seen that the position of the hospital was to the quadrant I that is offensive/aggressive, where showing that the Hospital of Haji Surabaya had the opportunity and the strength to growth. The achievement of value in the external environment of 1.5 and the internal environment of 3.1.
| Item Type: | Thesis (Magister) |
|---|---|
| Identification Number: | TES/352.63/ROS/a/041202250 |
| Subjects: | 300 Social sciences > 352 General considerations of public administration > 352.6 Personnel management (Human resource management) |
| Divisions: | S2/S3 > Magister Ilmu Administrasi Publik, Fakultas Ilmu Administrasi |
| Depositing User: | Endro Setyobudi |
| Date Deposited: | 24 Oct 2012 10:42 |
| Last Modified: | 24 Oct 2012 10:42 |
| URI: | http://repository.ub.ac.id/id/eprint/156899 |
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