MODEL PENGUKURAN KINERJA MANAJEMEN PADA PT JASA RAHARJA (PERSERO) CABANG JAWA TIMUR

Abstract

This research is meant to analyze the model of performance measurement by using Balance Scorecard method at PT Jasa Raharja (Persero) East Java Branch. This research has been conducted by retrieving the data in the last three years which is from 2012 to 2014. The data has obtained through observation techniques, interview, and documentation of the type of the primary data and secondary data. Based on the result of the research, it shows that financial perspective which is done by using Net Profit Margin, Return on Asset, and Revenue Growth Rate indicators is quite well even though it decreases. The result of customer perspective and Customer Acquisition is quite well. It’s in stretchto the ability of company business process perspective which is done by using innovation process and service process indicator is quite well because PT Jasa Raharja (Persero) can use the advantage to make a new innovation. The result of learning and growth perspective which is done by using Employee Retention and Employee Satisfaction indicator is assessed quite well. Based on has been expected from the conclusion that the performance which is done by using Balance Scorecard can be used as the basis for the management to improve the performance of the company in order to make it alignswith strategy intended to realize the vision and mission of PT Jasa Raharja (Persero) East Java Branch.
Keywords:Performance, Balance Scorecard, Vision and Mission.