Internal Process Perspective Research Articles

Analisis Kinerja Baznas Kabupaten Sukoharjo Dengan Metode Balanced Scorecard

The optimization of zakat management requires strong institutional support. One effort to achieve this is by evaluating the performance of zakat management institutions, particularly the National Amil Zakat Agency (BAZNAS). Several performance measurement models have been developed, such as IZN, IDZ, CIBEST, IMZ, ISZM, and the Balanced Scorecard. These models enable a comprehensive and simultaneous performance evaluation of BAZNAS. For example, a previous study analyzed the performance of BAZNAS Sukoharjo using the IZN model, with results indicating a "fair" performance. To build on this research, the present study uses field research with a descriptive qualitative approach, employing the Balanced Scorecard analysis. It measures performance from four perspectives: financial, customer (muzakki), internal business processes, and learning and growth. The results show that the performance of BAZNAS Sukoharjo, evaluated using the Balanced Scorecard, is rated "good" in the financial (zakat fund growth), customer (muzakki), and internal business process (programs implemented) perspectives, with a score of "1." Furthermore, the learning and growth perspective also achieved a "good" rating, with a score of "1." These results indicate that the performance has met the work targets, as well as the institution's vision and mission.

Eight-year evaluation of dental public health students’ research using balanced scorecard – Retrospective study

Introduction:Measuring the performance of dental schools in the research area has always been challenging. Balanced Scorecard (BSC) is a performance measurement tool with four perspectives that balance financial and non-financial performance indicators. Some medical colleges use BSC for performance measurement of all departments’ activities while others use it in some sections or departments. This study is the first in the dental education field to use the BSC approach to assess the performance measurement of dental students’ research projects. Methods:A self-developed BSC was designed by the staff members at the dental public health department to reflect the educational strategies and objectives of the department; all data on dental public health students’ research from 2013/2014 to 2020/2021 were collected from the dental public health department, Dental Clinics Complex (DCC) files as well as databases of the Quality Assurance Unit to cover the basic four balanced perspectives. Results:Data from the four perspectives were introduced to Balanced Scorecard Pro Software Version 4.7.1.20. The resulting balanced scorecard indicated that the overall performance of students’ research activities was 89.38%. The learning and growth perspective showed the highest performance (95.33%) followed by the financial perspective (92.5%) then the internal process perspective (89.55%) while the customer perspective showed the lowest performance (82.19%). Conclusions:BSC is an efficient tool for the measurement of the performance of the departments at medical colleges. Our process is highly adaptable and can be easily implemented by any section, or institution looking to advance its educational mission and vision.

Financial Performance Assessment Using Balanced Scorecard Methodology in Indonesian Banks

The objective of this study is to assess the financial performance of XYZ Bank through the lens of the balanced scorecard approach. The research method employed is qualitative, with data drawn from the annual reports of the banks in question for the period spanning 2020 to 2021. This period encompasses both the pre-merger and post-merger phases of Bank Syariah Indonesia. The findings of this study indicate that, from a financial perspective, the combined ROE ratio of the three Islamic banks, which has undergone a merger, is improving and includes healthy qualifications, approaching 15%. The customer perspective reveals an encouraging improvement in profitability, which is attributable to both customer migration from the predecessor bank to the merged bank and new customer growth. The merger has facilitated operating efficiency due to the synergy of the merger, leading to an increase in employee productivity, as measured by revenue. The establishment of several business unit networks represents an innovative form of internal business process, which can facilitate service delivery. The implications of this research provide a more detailed description of performance measurement using data from the company's published annual reports. Previous balance scorecard research employed survey methods in order to obtain information related to the growth and learning perspectives, as well as the customer and internal business process perspectives. In contrast, this study uses only data from the company's financial statements and annual reports.

Performance Analysis of the Regional Public Service Agency (BLUD) of the Tanara Health Center, Serang Regency using the Balance Scorecard Approach

This study aims to analyze the performance of the Regional Public Service Agency (BLUD) at the Tanara Community Health Center in Serang Regency using the Balance Scorecard approach. The Balance Scorecard emphasizes the importance of balancing various aspects such as financial and non-financial, short-term and long-term, as well as internal and external factors. The performance analysis of the BLUD is viewed from four perspectives: growth and learning, internal processes, customer satisfaction, and financial perspectives. This research adopts a quantitative approach. Data collection is conducted through surveys to gather insights into the growth and learning perspective, the internal process perspective, and the customer satisfaction perspective. Secondary data is used to analyze the BLUD's performance from the financial perspective. The results of this study indicate that the health center has not yet met the target scores set by the government. Although some indikators have been achieved, there is still a need for improvement, particularly in internal processes and customer satisfaction. To enhance the performance of the BLUD at this health center, integrated efforts are required, such as improving services and internal processes as well as fostering innovation.

Revolutionizing Global Business Excellence Through the Balanced Scorecard Success

This study evaluates PT Berkah Berabu Limpah's performance using the Balanced Scorecard method. It collects qualitative data from primary and secondary sources and analyzes it across Financial, Customer, Internal Business Process, and Learning and Growth perspectives. Results indicate good overall performance but suggest improvements in customer focus and employee training for enhanced competitiveness. Implementing Balanced Scorecard comprehensively is recommended for better performance management. This research contributes to understanding performance evaluation methods for strategic decision-making. Highlight: Integrated Performance Analysis: Evaluates PT Berkah Berabu Limpah holistically using Balanced Scorecard. Customer Centricity Emphasis: Highlights need for enhanced customer focus and satisfaction. Strategic Decision Support: Balanced Scorecard aids in informed, strategic decision-making processes. Keyword: Performance Evaluation, Balanced Scorecard, Qualitative Analysis, Customer Focus, Strategic Decision-making

The Impact of a Company’s Management Strategy on Its Profitability, Stability, and Growth: A Focus on the Information Security Industry

This study concentrated on a business report that typically reveals a company’s non-financial information, aiming to uncover its strategic direction. Using text-mining techniques, the research extracted and analyzed the report’s overview sections, identifying key strategic themes categorized into the financial, customer, learning and growth, and internal process perspectives. The empirical analysis applied a two-stage model to assess how shifts in company strategies affect profitability, stability, and growth. This research provided insights into the management strategies and financial metrics within the information security sector, examining how strategic priorities shape financial health. The findings were as follows. Firstly, companies emphasizing financial strategies in their reports tended to exhibit higher profitability. Secondly, those focusing on customer-oriented strategies also reported greater profitability. Thirdly, companies prioritizing internal processes demonstrated increased organizational stability. Fourthly, an emphasis on learning and growth strategies was associated with lower stability but higher growth potential. This paper contributes to the field by offering a method to quantitatively analyze qualitative textual data, providing a more precise approach to understanding management strategies through direct content analysis of business reports. It also highlights the specific financial and strategic characteristics of information security firms, a relatively under-researched area, thereby offering valuable guidance for these companies in terms of strategic planning.

NEXUS BETWEEN ENTERPRISE RISK MANAGEMENT PRACTICES AND BUSINESS PERFORMANCE METRICS: EVIDENCE FROM SELECTED PHARMACEUTICAL COMPANIES IN LAGOS STATE, NIGERIA

Enterprise risk management practices are key instrument for enhancing the business performance metrics of any business entity, especially pharmaceutical firms. This study examined the nexus between enterprise risk management techniques and business performance metrics (financial perspectives, customers’ perspectives, internal business process, and learning and growth perspectives) among selected pharmaceutical companies in Lagos State. The study adopted a cross-sectional survey design cum double sampling techniques comprising purposive and convenience. The study further employed a structured questionnaire to gather data from a sample size of one hundred and sixty-four (164) participants. For descriptive statistic, simple regression technique was adopted in the data analysis. The study revealed the positively low relationship between enterprise risk management practices and business performance metrics of selected pharmaceutical companies in Lagos State, Nigeria. The study recommended that pharmaceutical companies should develop ERM framework that would provide a systematic method for detecting, evaluating, controlling, and overseeing risks. Furthermore, it is crucial to foster a culture of risk consciousness inside these organisations, wherein senior executives exhibit their dedication to risk management as an integral aspect of the business ethos. These officials should promote cooperation and transparent communication with different departments and external stakeholders, such as regulators, customers, and suppliers, to aggressively tackle risks.

The Model of Sustainability Balanced Scorecard and Supply Chain in Port Management for Tourism

The development of ports for the sake of tourism is one of the key strategies in developing and strengthening a solid foundation in the tourism industry. The integration of a supply chain into port management for the purposes of tourism that is sustainable balanced can be used as a model for planning sustainable port development for tourism purposes. However, there are scarcely any studies on this topic, while plenty focus on the general concepts involved. To fill this gap, this article presents a model of a Sustainability Balanced Scorecard for ports. The author proposes a new approach to planning port development and supply chain management for tourism, particularity to provide recommendations and further our understandings of the relationships involved in the Sustainable Balanced Scorecard from the stakeholder perspective, the learning and growth perspective, the internal process perspective, the financial perspective and the environmental perspective. Using these five perspectives, the literature review identifies 56 indicators of 15 factors that can be used in the model. Therefore, this research helps to enhance and develop sustainable and efficient conditions in tourism while reducing future risks. Moreover, the research enables stakeholders to gain an understanding of and knowledge about the sustainable development and management of ports and for tourism. The insights can be applied in policy and strategy development according to the sustainable development goals (SDGs) to accommodate social movement, environmental risk and economic inequality.

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.

ANALISIS PENDEKATAN BALANCE SCORECARD TERHADAP SASARAN STRATEGIS PERGURUAN TINGGI SWASTA

Determining strategic targets for Private Higher Education (PHEI) has an impact on the growth and reputation of the organization, which is a key factor in the successful performance of private universities. One method of setting strategic targets can be to adopt the conceptual framework of the Balance Scorecard (BSC) perspective, namely the Internal Process Perspective, Customer Perspective, Learning and Growth Perspective, and Financial Perspective. Therefore, it is important to carry out this research to analyze the relevance of BSC adoption to the goals or targets of PHEI. The aim of this research is to analyze and explore the use of BSC in setting PHEI goals and objectives as a strategic management review. This research method uses a systematic, transparent, and replicable literature review to analyze the literature on the BSC concept. The research objects are 12 private universities in Indonesia that are accredited A and Superior. The results of the research show that of the 4 BSC perspectives that are most dominantly mentioned in the goals or objectives of PHEI, the Learning and Growth Perspective is mentioned 28 times, the Internal Process Perspective is mentioned 15 times, the Customer Perspective is mentioned 13 times, and the last is the Financial Perspective was mentioned 10 times. So, there are some PHEI that do not mention the Financial Perspective and Customer Perspective aspects of their strategic goals or objectives. Therefore, the findings of this research can be used as a future evaluation study of strategic targeting that adopts the BSC conceptual framework perspective.
 
 Keywords: Balance Scorecard, Private Higher Education, Internal Process Perspective, Customer Perspective, Learning and Growth Perspective, Financial Perspective

The influence of balanced scorecard perspectives on the firms’ performance: Evidence from the banks in the developing market

The main purpose of this research is to examine the effect of balanced scorecard (BSC) perspectives (financial, customer, internal business process, and learning and growth) on banks’ performance. The required data was collected through a questionnaire from 15 Jordanian banks. Using Statistical Packages for Social Sciences (SPSS) to analyse the data, the results show that financial, customer, and internal business process perspectives significantly positively affect the banks’ performance. While perspectives of learning and growth have an insignificant influence on banks’ performance. This result indicates that Jordanian banks have to pay more attention to the learning and growth perspective whenever they want to enhance their performance. This research contributes to the current literature regarding the association between the BSC and the firm’s performance by determining how the BSC perspectives affect the performance of the firms in one of the developing countries (Jordan). Implications of this study are multifaceted for the banks’ managers, regulatory bodies, and decision-makers. The current research suggests that decision-makers and managers have to use BSC as a strategic tool since it positively affects firms’ performance, due to the firms struggling to develop and enhance their performance. BSC perspectives can be considered as a suitable and useful tool to resolve such issues.

Quality Governance Design Good University Governance In The Education Sector: a Literature Review of Concepts Performance Models and Audit Practices From a Risk Management Perspective

This research outlines the research methodology used in a literature review on the Quality Governance Design of Good University Governance (GUG) in the education sector, with a focus on the GUG concept, performance models, and audit practices from a risk management perspective. The GUG concept is a vital framework for enhancing the quality and effectiveness of higher education institutions such as universities, with principles of transparency, accountability, participation, and ethics as its core components. This concept also emphasizes the importance of innovative ideas and the leadership capabilities of university leaders in facing global changes. Furthermore, this research discusses relevant performance models, including the Balanced Scorecard (BSC) and Key Performance Indicators (KPIs), which assist universities in measuring their performance through financial, customer, internal process, and growth and learning perspectives. These models help universities become more focused, transparent, and accountable in their governance. Audit practices, both internal and external, are also essential elements in higher education risk management. Internal audits help identify operational, financial, and reputational risks, while external audits ensure compliance with accreditation standards. Audit practices help universities manage risks efficiently and strengthen transparency and accountability in educational governance. This research also illustrates the integration of the GUG concept in higher education, including internal and external quality assurance, program accreditation, and sustainable quality improvement. Previous research indicates that many factors influence the quality of university governance, including government influence, leadership, and quality assurance priorities.

A comprehensive evaluation of a company performance using sustainability balanced scorecard based on picture fuzzy AHP

The Balanced Scorecard (BSC) is a performance management tool that analyzes the relationship between tangible and intangible assets. Its ability to render business strategy visible has earned it the distinction of being a strategic management model. Sustainability has become an important part of daily and business life today. With the increasing importance given by stakeholders to environmental and social issues, companies find it necessary to evaluate sustainability activities in their performance evaluations. In order to meet this need, the Sustainability Balanced Scorecard (SBSC) emerged with the addition of a sustainability perspective or parameters to BSC. The number of academic studies pertaining to the application of BSC, which numerous companies and subjects to research have utilized, is inadequate. Due to its hierarchical structure and the necessity to evaluate numerous criteria, BSC is suitable for using multi-criteria decision-making (MCDM) methods. In this paper, an integrated approach consisting of SBSC, the Picture Fuzzy Analytic Hierarchy Process (PF-AHP), and the Objective Matrix (OMAX) method is proposed for the performance measurement of companies. The PF-AHP method has been reorganized for ease of application in determining the perspectives, strategic objectives, and Key Performance Indicators (KPIs) weights within SBSC. Additionally, the OMAX method has been employed for calculating the performance scores. This proposed approach was implemented in a factory operating in the glass industry. The SBSC created for the company includes five perspectives, 16 strategic objectives, and 34 KPIs. PF-AHP method was used to determine the weights of perspectives, strategic objectives, and KPIs to be used in the performance score calculation with OMAX. The weight of financial perspective is 0.267, the weight of the customer perspective is 0.247, the weight of the internal process perspective is 0.191, the weight of the learning and development perspective is 0.161, and the weight of the sustainability perspective is 0.134. The evaluations made by the decision-makers indicate that the company's performance measurement still adheres to the traditional framework. The performance score of the company is 6.14 out of 10.

A Systematic Literature Review: the Role of Balanced Scorecard in Performance Measurement for Corporate Sustainability

This research aims to improve sustainable business performance through Balanced Scorecard (BSC) with a systematic literature review method from 2018 to 2022, using Watase Uake, which resulted in 28 selected articles. BSC has proven to be strategic in improving the holistic performance of companies, covering 4 main perspectives: financial, customer, development and growth, and internal process. The internal process perspective was more influential in strategizing to measure company performance, followed by the training and development perspective, and then the customer and financial perspectives. The four perspectives of performance measurement using the balanced scorecard are interrelated so that the internal process makes improvements in the learning and development perspective, which in turn leads to finance by bringing benefits to customer satisfaction.

Evaluation of the effectiveness of strategies under the perspectives of the Balanced ScoreCard

The objective of this research is to know the effectiveness of business strategies from the perspective of the Balanced ScoreCard in medium-sized companies in the city of Ambato. The research consisted of an explanatory methodology with a qualitative and quantitative approach with a descriptive research design, the study population was based on micro-enterprises in the province of Tungurahua, in this sense for the sample, 22 medium-sized companies. of the city of Ambato were determined. A survey structured by 16 questions distributed in four dimensions was applied: financial perspective, customer perspective, internal processes perspective and learning and growth perspective. Among the main results is the low financial perspective (27,3 %). The customer perspective is the lowest point in 45,4 % of companies, on the other hand, there is a very low perspective of internal processes (27,3 %) and finally, the management focused on learning and knowledge perspective maintains the same deficiencies of the previous dimensions (22,7 %). In this context, it is concluded that the companies selected for the study have a low level of use of the Balanced ScoreCard perspectives. The results of the correlation analysis show that the financial perspective varies directly with the change in customer perspectives and internal processes and the customer perspective varies directly with respect to internal processes

Balanced Scorecard and Competitive Strategies of Small and Medium Manufacturing Organizations

The competition between Jordanian Small and Medium Manufacturing Enterprises (SMMEs) and imported products from foreign countries especially from China is increasing, so Jordanian SMMEs have to use different strategic tools to be able to compete with imported products. Therefore, this research purpose is to explore the effect of using a Balanced Scorecard (BSC) as a strategic tool on Jordanian SMMEs’ competitive strategies. The study uses a quantitative descriptive and cause-effect approach, and it is cross-sectional research. Exactly 120 managers and owners from 100 SMMEs completed a questionnaire. Then questionnaires were checked and coded against SPSS. The results show that implementing the BSC affects the competitive strategies of Jordanian manufacturing SMMEs, where the BSC has assigned the greatest weight to the focus strategy, the cost leadership strategy, and finally the differentiation strategy. Moreover, the customer perspective has the highest impact on competitive strategies, then the financial perspective, followed by the learning and growth perspective, and finally the internal processes perspective. This article illustrates how using a BSC is essential to measure and manage organizational performance via analyzing weaknesses and strengths, which helps to achieve competitive strategies. Therefore, owners and managers should use BSC as a strategic tool before setting strategic goals and objectives to achieve a competitive strategy. Finally, this research will help managers and owners of SMEs to improve their competitive position compared to foreign companies.

Exploring Holistic Performance Indicators for WAQF Institutions in Malaysia

The practice of waqf (or Islamic endowment) has been recognized as the mainstream social development in Muslim society today since waqf greatly contributes to Malaysia's socio-economic development. Despite the fact that the current development of waqf is not fully utilized, waqf institutions must play a pivotal role in ensuring the attainment of waqf objectives in contemporary society. To achieve their strategic goals and fulfil their accountability towards relevant stakeholders and the public at large, a comprehensive measurement tool is required to assess the performance of waqf institutions holistically. Thus, the objective of this study is to explore the possible key performance indicators for waqf institutions in Malaysia using the balanced scorecard model with four main perspectives: financial perspective, stakeholder perspective, internal process perspective, and learning and growth perspective. The method of this study is based on a review of the literature on relevant performance measurement for waqf institutions in Malaysia. The findings of this study could assist waqf institutions in Malaysia to define their vision and strategy, as well as change their vision and strategy into specific activities, by implementing the proposed indicators that are measurable and comprehensive and are useful for waqf managers to make an accurate and informed decision. The outcome of this study could provide a guideline for designing a holistic and proper measurement system that can be implemented by all waqf institutions in Malaysia to maintain their sustainability and competitiveness.

Balanced Scorecard Internal Process Perspective: Applying Data Analytics to Monitor Police Department Performance

ABSTRACT Employers expect graduates to perform data analytics using both organizational and publicly available data. Interestingly, few teaching cases provide students with needed exposure to data analytics in managerial or governmental accounting. In this case, students assume the role of a managerial accountant employed at Municipal Consulting, LLC. Students assist the Police Commissioner in using a Balanced Scorecard approach to analyze how her department responds to crime patterns and to develop next year’s budget. This case requires students to critique, analyze, and evaluate Internal Business Process Perspective Balanced Scorecard measures supported by publicly available data using data visualization software. The case includes instructions for both Tableau and Power BI. The case covers three skills: (1) extract, transform, and load data; (2) develop data visualization software experience; and (3) analyze data. The case is designed for senior level undergraduate and graduate courses in managerial, data analytics, and governmental accounting.

Balanced Scorecard And Company Performance

Performance is the result of an effort that is used to fulfill the achievements of a person or organization. Company performance can be used as a benchmark in knowing the success of the company's strategy, besides that performance measurement also shows the contribution of workers in improving an achievement in accordance with the company's goals and objectives. This study aims to analyze the relationship between balanced scorecards, namely financial perspective, customer perspective, internal business process perspective, learning perspective and growth on financial performance in consumer goods industry companies listed on the IDX for the 2019-2022 period. With a total sample of 160 samples in the research period for 4 years. The sampling technique used in this study was purposive sampling. With quantitative descriptive data analysis techniques. Based on the results of the financial perspective with measurements using ROE and ROA ratios, average performance results with a good level of performance are obtained. The customer perspective shows the same results as the financial perspective with a good level of performance. As for the perspective of business and internal processes, the results show average performance with a fairly good level of performance. The learning and growth perspective shows excellent performance level results in the company

Balanced Scorecard: Analisis Kinerja PT Bank Syariah Indonesia Tbk

Purpose: This study compares the performance of PT Bank Syariah Indonesia using the balanced scorecard approach in the period before and after the merger.Method: Qualitative method with research data from annual reports for the 2020-2021 period, namely the period before and after the merger of Bank Syariah Indonesia.Results: The results showed that from a financial perspective, after experiencing a merger, the combined ROE ratio of the three Islamic banks was getting better and included healthy qualifications because it was close to 15%. Customer perspective, the profitability obtained from customers increased quite well supported by customer growth due to migration from the predecessor bank to the merged bank and new customer growth. Growth and learning perspective, the merged company experienced operating efficiency due to the synergy of the merger and caused the calculation of employee productivity as measured by company revenue to increase. Internal business process perspective, The form of innovation is in the form of establishing several business unit networks that can facilitate services.Implications: This research provides a deeper look into performance measurement using data from the company's published annual reports.Novelty: This study focuses on the use of ratios from financial reports and company annual reports to measure each perspective in the balanced scorecard. Previous balanced scorecard studies used survey methods to obtain information related to growth and learning perspectives, as well as customer perspectives and internal business process perspectives, while this study uses data from only financial reports and company annual reports.