PENERAPAN PENGUKURAN KINERJA BERDASARKAN BALANCED SCORECARD PADA PT KAI DAOP VIII SURABAYA

Abstract

The purpose of this research is to find out the performance of PT KAI Daop VIII which is measured by using
balanced scorecard method. The method of research which has been done by using qualitative method which is
explained by using descriptive way to find out and to analyze the performance measurement. Four perspectives
which are used to measure the strategy of the company are: financial perspective is done by increasing revenue
through maximizing the utilization of capacity in accordance with the expected target; customer perspective is
done by enhancing customer satisfaction and providing qualified services and company operational activity
continuously and maintaining and keep on increasing the existing service quality; internal business perspective
is done by enhancing the existing service process and innovation process that already exist in the company; and
growth and learning perspective is done by improving the quality of employees performance in serving the
service user, the company provides training program and employees motivation to enhance the productivity of
the employees. Based on the result of the analysis, it can be concluded that the performance measurement which
has been done by using balanced scorecard method shows that four perspectives with the result which is in
accordance with the target company can improve the performance of service quality of the company.
Keywords: Balanced Scoecard, Strategy, and Performance Measurement