PENERAPAN BSC SEBAGAI PENGUKURAN KINERJA BERBASIS ATCS PADA DINAS PERHUBUNGAN KOTA SURABAYA

Abstract

This research aimed to find out and analyze the performance of Surabaya City Office of Transportation in implementing the ATCS program. Which was measured by the balanced scorecard concept. While, the research was qualitative, in which describing the phenomena that occurred in order to determined the object performance of this research. There were 4 perspective on the balanced scorecard. The financial perspective which compared to the realized budget performance report. It showed, the activities which were carried out, could be said to be economical. The customer perspective, by analyzing violations and community satisfaction, showed less good in terms of service. The internal business process perspective, could be said to be good in enhancing various innovations which carried out in order to achieve community satisfaction. Growth and learning perspectives could be said to be good by increasing employees capabilities and employess satisfaction in working. Based on discussion, the performance measurement with the balanced scorecard in implementing the ATCS program of Surabaya city office of Transprotation could be said to be good, even though the customer’s perspective showed poor.
Keywords: balanced scorecard, performance measurement, ATCS