Internal Business Perspective Research Articles

Business Strategy Map and Key Performance Indicators for Saffron Petshop Based on Balanced Scorecard

Introduction: The success of the implemented business strategy is considered successful if the company's performance ability or performance is positive or increases well. One way to calculate company performance is with a Key Performance Indicator (KPI). Objective: This paper aims to analyze the business strategy map and key performance indicators of Saffron Petshop based on a balanced scorecard. Design/methodology/approach: This research uses quantitative methods with a descriptive approach. Descriptive approach describes and explains phenomena to conclude phenomena with limited implications. The theories used in this research are Key Performance Indicators (KPI), balance Scorecard theory, and Strategic maps. The data collection technique used in this research is semi-structured interviews using questionnaires to customers at Saffron Petshop. Findings: The main findings in this study indicate that performance based on a financial perspective shows quite effective results with an increase in net profit when other types of businesses are affected by covid 19. Second, performance based on customer perspective shows very effective results when indicators of good customer satisfaction levels are calculated. Third, the effectiveness of performance based on internal business perspectives shows effective results with increased service and product innovation to increase revenue from Saffron Petshop. Fourth, performance based on the learning and growth perspective shows effective results with increased productivity and employee satisfaction.

SOE REGIONAL GENERAL HOSPITAL PERFORMANCE MEASUREMENT USING THE BALANCED SCORECARD METHOD

An organization must assess the efficacy of its implemented performance measures. SoE Regional General Hospital is a local government agency specializing in public health services. This study endeavors to evaluate the performance of SoE Regional General Hospital (RSUD) by applying the Balanced Scorecard methodology. It was a descriptive quantitative study involving 81 respondents (54.9% female, 45.1% male), with a sample of 72 employees (72.8% female, 27.8% male). The findings indicate that RSUD SoE achieved a total performance measurement score of 0.6, categorizing it as 'good'. Specifically, revenue growth is observed from the financial perspective, albeit not reaching the target; expenditure costs remain within budget, and annual SILPA is reported. Customer satisfaction stands at 64.6%, representing a positive outcome in the customer perspective. Innovations in operational processes are evident in the internal business perspective, though inpatient service indicators fall short of Ministry of Health standards. Regarding growth and learning, employee satisfaction reaches 70.8%, with regular training programs and a favorable retention rate, indicating a conducive environment for employee productivity. Overall, the Balanced Scorecard assessment places the performance of the state-owned hospital within an acceptable range, indicating satisfactory performance levels.

Implementation of Balanced Scorecard to Achieve The Company's Strategic Objectives

The company's strategic objectives play a vital role in directing the company towards the desired achievement and planning the steps to achieve it. Clarity of corporate objectives supported by commitment to them can lead to significant performance improvements, in contrast to providing objectives that are vague or too general. The process of achieving these goals involves monitoring through performance measurement. One effective performance measurement method is using the Balanced Scorecard, which combines financial and non-financial aspects of the company. The purpose of this study is to analyze the application of the Balanced Scorecard to achieve the company's strategic goals. The research method used is qualitative, with data collection techniques through literature studies. The collected data were then analyzed through three stages, namely data reduction, data presentation, and conclusion drawing. The results showed that the use of Balanced Scorecard (BSC) can effectively assist the company in achieving its strategic goals. Good linkages between financial, customer, internal business, and growth and learning perspectives can produce optimal performance both in terms of financial and non-financial aspects for the company. The BSC approach focused on improving company performance not only encourages improvement in financial aspects, but also becomes the basis for evaluating the company's strategy to achieve continuous improvement.

Penerapan Balanced Scorecard pada Bisnis Coffe Shop dan Resto di Bogor

This research is in the form of presenting a complete description of a study. The measurements used for the financial perspective are Return On Investment, Sales Growth, and Profits Margin; customer perspective with Customer Satisfaction; internal business perspective with Manufacturing Effectiveness Cycle and Number of Imperfect Products; as well as a growth and learning perspective with Employee Satisfaction, Employee Productivity and Employee Turnover Rate. The research results show that the financial and internal business perspective of the Coffe Shop & Resto Bogor requires improvement. Meanwhile, the customer perspective as well as the growth and learning perspective need to be maintained. So it can be concluded that the Balanced Scorecard can be applied to the management of Coffe Shop & Resto Bogor

Penerapan Balance Scorecard dalam Rangka Pengukuran Kinerja Perusahaan PT. Anugrah Iyan Pratama Makassar


 Anugrah Iyan Pratama is a company that operates in the field of trade in health devices. PT. Anugrah Iyan Pratama needs to have a proper performance measurement system framework. Nowadays, the phenomenon that often occurs in PT. Anugrah Iyan Pratama is the inappropriate delivery of goods and payments that are often not on time due to something from the internal company. This phenomenon has a negative impact on long-term agility and success, so it needs to be based on a balanced scorecard in both performance and existing perspectives, such as a financial perspective consisting of return on investment (ROI), profit margin, and growth rate revenue, customer perspectives, internal business process perspectives, and growth and learning perspectives. This research aimed to test hypotheses, solved problems, and achieve goals.Based on the results of the research and discussions that have been outlined, the measurement of the financial perspective of PT. Anugrah Iyan Pratama Makassar showed excellent performance. This could be seen from ROI, profit margin, and growth in revenue. The measurement from the customer perspective of PT. Anugrah Iyan Pratama Makassar showed good performance. This could be seen from the excellent customer growth rate. Measuring from an internal business perspective that included company innovation and after-sales service showed good company performance because the company has strived to deliver better change in innovation. The evaluation of the performance achieved by PT. Anugrah Iyan Pratama Makassar as a whole was said to be good or satisfactory.

Penerapan Metode Balanced Scorecard Untuk Menilai Kinerja Perusahaan Pada PT Teknindo Geosistem Unggul

This study aims to evaluate the performance of PT Teknindo Geosistem Unggul using the Balanced Scorecard method. Data sources consist of financial statements, number of employees, and secondary data from observations, documentation, and interviews. The results showed that the performance condition of PT Teknindo Geosistem Unggul if measured using a balanced scorecard on a financial perspective included in unhealthy conditions, on a customer perspective the results showed that overall, the level of customer satisfaction can be considered good, performance on the internal business perspective is in very good condition with new innovations and the company's quality management system including maintenance requests and improvements in after-sales service, The growth and learning perspective can be said to be in quite good condition which shows the results of a decrease in employee retention and an increase in employee productivity even though it had decreased in the previous year.

Knowledge Management in Serbian SMEs: Key Factors of Influence on Internal and External Business Performances

This study investigates the pivotal role of knowledge management (KM) in Serbian small- and medium-sized enterprises (SMEs), highlighting its impact on both the internal dynamics and external business performance of a company. Addressing the unique socio-economic and cultural context of the Serbian business environment, this research study explores how effectively KM practices can streamline business processes, enhance decision making, and foster more significant outputs. This study includes a sample of 370 companies, conducted during the period of the initial 6 months of 2023, by measuring the influence of knowledge management factors within the process of generating revenue and on decreasing operating costs. Drawing on previous theoretical research provided by different experts, followed by a quantitative analysis performed through principal component analysis (PCA), this study identifies critical factors of influence for KM adoption and exploitation in Serbian SMEs. This study offers insights into the interplay between knowledge acquisition, formation, application, warehousing, and knowledge transfer. Findings suggest that from an external perspective, the process capabilities of a company for acquiring and formatting knowledge have a positive influence on business performance, while the technological capabilities of a company for knowledge warehousing, sharing, and formatting produce the same effect but from an internal business perspective.

Kinerja Keuangan Berbasis Konsep BSC (Balance Scorecard) Berdasarkan Prespektif Financial

The purpose of this research is to understand how the Balanced Scorecard is implemented as an alternative performance measurement for companies using a qualitative descriptive approach. Data analysis based on the Balanced Scorecard concept serves as a guide for researchers to elaborate on information at Bank 9 Jambi, indicating performance measurement based on three perspectives: financial perspective, customer perspective, and internal business perspective. The results of this research provide information on the performance measurement of Bank 9 Jambi using the Balanced Scorecard method for the period 2017-2019. Researchers can draw conclusions regarding the performance measurement of the company using the Balanced Scorecard method at PT. Bank 9 Jambi, considering the financial perspective of PT. Bank 9 Jambi appears to be good. From the customer perspective, the performance of PT. Bank 9 Jambi seems satisfactory. The internal business process perspective suggests that continuous development is needed for PT. Bank 9 Jambi.

Performance Analysis of the Legislative Body of the House of Representatives of the Republic of Indonesia during the Covid-19 Pandemic 2020 – 2021

The process of harmonization and strengthening of the draft bill is the most crucial stage in the formation of legislation. The 2019 Corona Virus Disease pandemic in Indonesia caused a socio-economic crisis. Among the challenges is the delay in the Legislative Body's big agenda in drafting laws. This study uses a qualitative method with a descriptive analysis approach. The theory used is the Balanced Scorecard Organizational Performance, with 4 perspectives: Finance, Customer, Internal Business, Learning and Growth. The results of the study describe that the performance of the Legislative Body is related to the Financial Perspective, experiencing refocusing and budget reallocation to overcome the Corona Virus-2019. From the customer perspective, in absorbing the aspirations of the community, the legislative body can only conduct public hearings, seminars, and work visits with using virtual under the rules of the DPR RI. From an Internal Business perspective, the implementation is still not optimal, because it is constrained by the Legislation Board meeting schedule with the commission meeting schedule, and attending meetings online. Furthermore, in the Learning and Growth Perspective, the leadership in the Legislative Institution is quite optimal, seen from the commitment and presence of the leadership of the Legislative Institution in carrying out their duties. The absence of laws that have been ratified, is mostly due to the political process in the formation of laws that cannot be measured quantitatively.

Pengukuran Kinerja PT Garuda Indonesia Tbk Berbasis Balanced Scorecard (Performance Measurement of Pt Garuda Indonesia Tbk Based on Balanced Scorecard

This research aims to analyze the application of the balanced scorecard (BSC) method as a benchmark for measuring performance at PT Garuda Indonesia (Persero) Tbk. This research uses a qualitative descriptive method by analyzing data information that can be measured into research indicators based on the four perspectives of the BSC, financial perspective, customer perspective, internal business perspective and growth and learning perspective. Based on the BSC analysis, in 2018-2021 the company's overall performance was not good. The company's condition is getting better in the 2021-2022 period, marked by an increase in profits and a significant increase in the scores of the four BSC perspectives. This indicates that the company's overall performance is improving compared to previous years

Strategic sustainability in Indian banking industry: a performance analysis

PurposeSustainable strategic management (SSM) is an integrated concept that entails sustainability in the approaches and processes of strategic management. Banking being a rapidly growing industry in service sector, it is reasonably important to study the SSM and its integrated performance. This paper aims to study the sustainable-strategic (SS) factors of Indian banks that affects their endurance and prioritizes the banks based on their sustainable and strategic performance.Design/methodology/approachThis study appertains a sustainable balanced scorecard (SBSC) framework to determine the SS factors and an integrated multicriteria decision making (MCDM) method to weigh the criteria and prioritize the banks' performance.FindingsThe criterion weightage signifies sustainability, followed by financial and internal business perspective to be a crucial dimension for the performance of banks. The banks, State Bank of India, HDFC Bank Ltd and Canara Bank are ranked top-most on the SS performance.Research limitations/implicationsThe insights from the study on SS factors and banks' performance can be further used by policy-makers and researchers to understand the sustainability assessing factors and focus on making policies and further studies to enhance the performance in this regard.Originality/valueBanking is one of the potentially growing industry in service sector. It being a major part of economy's sustainable growth, it is essential to assess the SS factors that enhance their sustainable performance. There is dearth of study in this purview, for developing countries like India. Thus, this study critically analyses the strategic sustainability of Indian banking industry to ascertain the SS factors and prioritize the performance of banks based on criterion weightage and bank's SS operations.

ANALYSIS OF PERFORMANCE MEASUREMENT USING THE BALANCED SCORECARD METHOD

Background : Performance measurement plays a major role in the world of organizations, one of which is hospitals, due to the performance appraisal it can be seen the effectiveness of determining a strategy and its implementation within a certain period of time. 
 Objective: The research objective was to determine the performance of Madani Hospital in Pekanbaru City using the Balanced Scorecard method.
 Method : The research was conducted using a quantitative method.
 Result : The results showed that the performance of Madani Hospital Pekanbaru City in terms of customers showed that inpatients expressed satisfaction with the services provided, although there were several indicators that were unsatisfactory, while from a financial perspective the economic ratios, efficiency and effectiveness were generally good, then the internal business perspective of the performance of RSD Madani Pekanbaru City can be seen from the ratios of BOR, ALOS, TOI, and BTO which show results that are not ideal values. From the ratio of GDR and NDR which shows good results, it means that the ratio of GDR and NDR in Pekanbaru City Hospital is ideal according to the provisions of the Directorate General of Community Health and Medical Services. 
 Conclusion : Then the results of the study using the Balanced Scorecard approach can be concluded that the performance of Madani Hospital in Pekanbaru City with a score of 0.09 is included in the "Enough" category.

Penilaian Kinerja dan Peningkatan Kinerja Mengggunakan Metode Balanced Scorecard (BSC) dan Quality Functions Deployment (QFD) Di PT. Laksana Anda Jaya

PT. Laksana Anda Jaya is a company that operates in the field of providing products and services. Based on the results of observations made by researchers, that the company experienced a decline in revenue, the results in this study using the Balanced Scorecard obtained 4 perspectives, namely. From a financial perspective, looking at Retrun on Capital Employed (ROCE), it is known that during 2021 to 2022 there has been an increase with a target value of 19%, while Retrun On Investment is known to have decreased by 3% during 2021 to 2022, while for operating costs the target achieved has increased by value of 149% in 2021 to 2022, customer perspective as a result of distributing questionnaires which resulted in a customer satisfaction level of 15% with products/services, internal business perspective with innovation processes and after-sales services provided by the company PT. Laksana Anda Jaya at 3.53% and after sales with a target value of 2.95% and operations processes with a target value of 3.57, a learning and growth perspective provides a target value of 20% and employee retention with a target value of 100%. Meanwhile, for the Quality Function Deployment approach, there are several suggestions for improvements that PT needs to improve. Anda Jaya's implementation in the results of these improvement proposals is that there are 6 proposals that need to be prioritized, namely, creating a marketing division (Marketing), building intense relationships with customers, building working relationships with customers, improving performance and providing guarantees, providing a suggestion box and a means for customer complaints and improve the quality of raw materials.

PENGUKURAN DAN EVALUASI KINERJA PERUSAHAAN PADA PT. ARTANIAGA MEGAH GEMILANG LECES PROBOLINGGO DENGAN MENGGUNAKAN BALANCE SCORECARD

Performance is a large part of the company's achievements and increases the company's survival. Performance measurement in 2019 dimensions are measured using Balanced Scorecard with four perspectives as dimensions. The four perspectives in question are: Finance, Customers, Internal Business, Learning and Growth as measuring tools for measuring and evaluating PT. Artaniaga Megah Gemilang Leces Probolinggo.
 The evaluation results obtained from the Financial Perspective achieved net profit performance still under control with an achievement of 98.90% or Rp. 1,575,179,805,- this is control incoming materials very good, the Internal Bistin Perspective has a good impact on the Financial Perspective and is supported by good human resource competence so that this perspective between plans and realization has very good achievements, the Customer Perspective is supported by a dominant learning and growth perspective with competence in accordance with plans especially training hours per person per year (JOB), and adequate employee productivity and competency, Learning and Growth supports two perspectives, namely the Internal Business Perspective and the Customer Perspective. With learning and growth, it is very important to achieve JOP, productivity, competency, all starting with good and programmed training. In closing, the results of measurement and evaluation between plan and realization were generally achieved, with the end of measurement in 2019 at the beginning of the Covid 19 pandemic, but the company's performance was still under control and achieved according to plan.

Evaluation of CSR Implementation and Improvement Strategy Using SWOT Analysis and Balanced Scorecard Perspective (Case Study on Upstream Oil and Gas Production Operations in Pertamina EP Jatibarang Field)

This study aims to evaluate the implementation and provide an overview of strategies to improve social responsibility programs using the balanced scorecard method and SWOT analysis as part of the company's role in sustainable development and social empowerment. This research approach is qualitative. The research location is at PT Pertamina EP Jatibarang Field. Time of research in 2023. Primary data collection techniques through in-depth interviews and secondary data based on company internal data. The data analysis technique uses the balanced scorecard which is a performance management system that combines 4 main measurement categories, namely the public perspective, internal business perspective, financial perspective, and learning & growth perspective, and SWOT analysis. The results of the research show that PT Pertamina EP Jatibarang Field has carried out CSR activities for a long period of time, so it can take advantage of various long experiences in CSR to increase the effectiveness of subsequent CSR programs, then continue practical training programs that are useful for direct implementation by the community/community as a basis for empowerment. Pertamina EP needs to revamp the CSR budget management so that the allocation and supervision are more effective, and it needs to develop the partnerships that have been formed (Elpiji Gas Project for the Environment, Organic Agriculture).

Analisis Syariah Marketing Terhadap Pelaksanaan Pemasaran Sabun Multibeauty

This study aims to determine how the Sharia Marketing Analysis of the Marketing Implementation of Multibeauty Soap. Based on the theory of Sharia marketing, according to Hermawan Kertajaya and Muhammad Syakir Sula, four characteristics of Sharia marketing indicators can be used as a guide for marketers. However, not all indicators of the characteristics of Sharia marketing can be met by marketers. As happened at Alfi Store, there is an injustice in the marketing of multibeauty soap, namely the unequal cutting of soap. However, behind this problem, sales of Multibeauty soap in one-eighth pieces are increasing and attracting consumers. The results of this study indicate that: (1) The implementation of Multibeauty soap marketing based on sharia marketing analysis in general is by the theory. However, some could be more optimal. (2) The impact of implementing Multibeauty soap marketing based on the Sharia marketing analysis felt by Alfi Store, seen from an internal business perspective, explains that Multibeauty soap is by customer specifications. The economic price and a million benefits are one of the advantages of this product. The learning and growth perspective explains that business owners continue to improve their performance by regularly conducting sharing and seminars with other business partners. The customer perspective explains that consumers of Multibeauty soap feel satisfied. The financial perspective explains that consumers make repeat orders, which increases the number of sales of Multibeauty soap by one-eighth piece. (3) The factors that affect the level of sales of Multibeauty soap are affordable prices, best quality, distribution channels, and good service.

Strategi Peningkatan Kinerja Manajemen Keuangan dan Non Keuangan: Pendekatan Balance Scorecard

This study aims to describe the performance of school-based financial and non-financial management using a balanced scorecard approach. This research focuses on the public sector which describes the performance at SMK Al-Fattah Kalitidu, Bojonegoro Regency, East Java. The method used is a quantitative descriptive. The sample in this study amounted to 112 respondents. The analytical tool used in this study uses SPSS software. The results of the study show that the performance of the financial perspective at Al-Fattah Kalitidu Vocational School in the 2021-2022 academic year is quite economical, quite efficient, and very effective. The customer aspect also shows that SMK Al-Fattah Kalitidu is in the very good category. While the internal business perspective includes two aspects, namely the aspect of innovation is in the very good category and after-sales service is in the good category. Also from a learning and growth perspective, Al-Fattah Kalitidu Vocational School is in a very satisfying category. This research provides an understanding of school success in managing financial aspects, customer service, internal business, and student learning and growth.

ANALISIS BALANCED SCORECARD SEBAGAI ALAT UKUR PENILAIAN KINERJA PADA RUMAH SAKIT BHAYANGKARA BALIKPAPAN

This study aims to determine how the application of the balance scorecard as a measuring instrument for performance assessment at the Bhayangkara Hospital Balikpapan. Performance assessment analysis is carried out on 4 perspectives, namely: (1) financial perspective, (2) customer perspective, (3) internal business perspective, and (4) learning and growth perspective. Data collection techniques using questionnaires, documentation and literature study. The results of study showed that: (1) The financial perspective is measured by 3 instruments, namely the economic ratio is at the “economic” level, the efficiency ratio is at the “less efficient” level, and the effectiveness ratio is at the “very effective” level. (2) The customer perspective shows “very satisfied” at 90% and “satisfied” at 10%. (3) Internal business perspective is measured by 5 instruments, namely the Bed Occupancy Rate (BOR) is at the “ideal” level (69.48%), the Average Length of Stay (ALOS) is at the “ideal” level (6 days), Turn Internal Over (TOI) is at the “efficient” level (3 days), the Net Death Rate (NDR) is at the “ideal” level (22 people per 1,000 patients), and the Gross Death Rate (GDR) is at the “ideal” level ( 43 people per 1,000 patients). (4) The growth and learning perspective is measured by 2 indicators, namely the employee retention rate with a “good” score and the employee's training level with a “good” score.

Analysis of Organisational Performance Utilizing the Balanced Scorecard Approach

The objective of this study is to evaluate the performance of PT Angkasa Pura II using the balanced scorecard methodology. According to the Slovin formula, there were 98 employees in the sample size. The essential data included in this study was gathered by distributing questionnaires to all participants. The SPSS version 23 software for the Windows operating system facilitates the use of multiple regression as the data analysis technique in this study. Furthermore, the study also included descriptive statistical analysis. This analysis encompassed doing classical assumption tests, which consisted of normality testing, heteroscedasticity testing, and multicollinearity testing. Additionally, all hypotheses underwent partial, simultaneous, and coefficient of determination tests. The findings of this study suggest that the financial, customer, internal business, and growth and learning perspectives collectively and partially exert a favorable and statistically significant impact on the performance of PT Angkasa Pura II (Persero).

KINERJA UNIT USAHA KEDELAI DENGAN MENGGUNAKAN METODE BALANCED SCORECARD

This study aims to determine the performance of the soybean business unit of the Indonesian Tempe and Tofu Producers Cooperative in Kuningan Regency using the balanced scorecard method. This research is a case study. The research informants were 3 administrators, 3 supervisors and managers, 8 employees, and 62 members of the Indonesian Tempe and Tofu Producers Cooperative, Kuningan Regency. The object of this research is the soybean business unit of the Indonesian Tempe and Tofu Producers Cooperative in Kuningan Regency which is analyzed using the Balanced Scorecard from a financial perspective, a customer or member perspective, an internal business perspective, and a learning and growth perspective. The results of the research on performance achievement in the soybean business unit of the Indonesian Tempe and Tofu Producers Cooperative in Kuningan Regency show that the financial perspective is in the negative criteria, the customer perspective has good criteria, the internal business perspective is in very good criteria, the learning and growth perspective is quite good.