ANALISIS KINERJA RUMAH SAKIT UMUM DENGAN METODE BALANCED SCORECARD

Abstract

This research aimed to find out the hospital performance of Muji Rahayu, Surabaya with Balanced Scorecard method. The performance assessment was based on four perspectives financial, customer, internal business process and growth and learning. The research was case study, use a method to analze the hospital data. The instruments were documentation, questionnaire, and interview. The research result concluded the hospital performance of Muji Rahayu, Surabaya, in financial perspective with the size of revenue growth and cost efficiency which had increased; it could be categorized good. In the customers perspective, which taken from the increase of patients number and also its satisfaction; was considered satisfied. In internal business process from its innovation, was considered good as it had new innovation namely made online registration of polyclinic on its website. In the operational, it considered fairly good, yet it needed to be more improved for the patients service. From growth and learning perspective, it had increased in number of employees in 2017. This increase of employees training annually since there was various of training. With the balanced scorecard method the application of the mission can be said to be quite good because the mission is the realization of the vision.
Keyword: balanced scorecard, performance assessment, vision and mission.