Implementation of balanced scorecard at drinking water depot

Abstract

Performance measurement of a business needs to be done to determine the possibility of target deviations in the implementation of predetermined processes, which can occur at any time. Service or performance at Panca Drinking Water Depot is rated poorly by some consumers because the depot is not optimal for fulfilling high consumer demand. This may be due to limited costs for investment in refill equipment and transportation or other problems, which can makes the slow response time. In order to improve depot services for the future, measurement tools are needed to determine business performances and obtain recommendations for improvement, through the application of a Balanced Scorecard. Balanced Scorecard questionnaires were distributed to 10 workers and 152 consumers with four perspectives evaluation, which are financial, consumer, internal business process, and also growth and learning. The result are that the business has profit rate of 7.40%, cost rate of 7.45%, ROE of 7.25%, customer satisfaction index of 62.02% (satisfied), company index of 68.79% (good), employee index of 69.50% (satisfied), and learning index of 67.75% (good). Although the overall performance result is 71.43% or good service, but with the aim to realize performance results of more than 90% or best service, so the depot needs to improve the integrated information systems, increase advertising and promotions, invest on effective equipment and transportations, expand operational areas, and fix policies.