| dc.description.abstract | Balanced Scorecard is a performance measurement method that outlines company’s overall vision and strategy into four persepectives such as financial; customer; internal business process; and learning and growth perspective. The four perspectives offer a balance between short-term and long-term goals. Balanced scorecard measures a set of financial measurement of the past with the future scale drivers of performance. This research designed to measure the performance of RSUD Dr. M. Haulussy Ambon using balanced scorecard methods, and provide recommendations for improving performance.
This research is a study case using qualitative and quantitative analysis method. The research object is RSUD Dr. M. Haulussy Ambon. Performance measurement of financial perspective used income growth and efficiency ratio; customer perspective used patients satisfaction; internal business process used Bed Occupancy Rate (BOR), Bed Turn Over Ratio (BTO), Turn Over Interval (TOI), Average Length of Stay (ALOS), Net Death Rate (NDR) dan Gross Death Rate (GDR).; learning and growth perspectives used employee productivity, retention, and satisfaction. The results indicate that RSUD Dr. M. Haullusy Ambon is in the moderate zone.
In this research, there are some indicators that are not achieved very well like hospitals NDR and GDR, and also the employees satisfaction. However, it can be seen that the level and quality of service is quite high as the average measurements are at the attained target. This indicate that the hospital’s performance scored sufficient in the short-term, but less in the long-term. It is recommended to add more supply; provide facilities to support the hospital’s service process and performance; provide insentives to the employees; and provide training and education. | en_US |
