scholarly journals Implementation of balance scorecard and key performance indicator on customer service employee productivity

2021 ◽  
pp. 26-32
Author(s):  
Caecilia Ruli ◽  
Heru Kristanto
Keyword(s):  
Data Analysis ◽  
Customer Service ◽  
Qualitative Data ◽  
Performance Indicator ◽  
Customer Retention ◽  
Employee Productivity ◽  
Key Performance Indicator ◽  
Balance Scorecard ◽  
Service Employees ◽  
Customer Perspective

This research aims to find out the implementation of balance scorecard and key performance indicator on customer service employee productivity. Participants of this study were customer service employees. This method of research is qualitative. Data collection techniques by means of observation, documentation, and interviews. Qualitative data analysis used includes the stages of data analysis is data reduction, data display, and conclusion drawing. The research concluded that the implementation of Balance Scorecard and Key performance indicator as a Productivity Meter for Customer Service Employees in Larissa Aesthetic Center has been good. This can be proven by the increase in Rupiah Revenue from MVG Customer service in 2019 amounting to Rp. 2,201,831,000. A customer perspective, calculated based on customer retention, shows that the customer retention has increased by 0.7 %. Thus, it can be concluded, that a customer perspective as measured by customer retention is good. This research has contributed to uncovering the influence of Balanced Scorecard on the design of performance management systems in companies and non-profit organizations that are beneficial for corporate evaluation and academic studies. For further research it is recommended, that it extends the observation period by comparison between years, using different organizations or companies, and as well as the addition of research variables.

scholarly journals IMPACT OF TRAINING AND DEVELOPMENT PRACTICES ON EMPLOYEES JOB SATISFACTION AT PAKISTAN INTERNATIONAL AIRLINE

2015 ◽  
Vol 11 (1) ◽  
Author(s):  
Rafique A Khan
Keyword(s):  
Data Analysis ◽  
Brand Equity ◽  
Quantitative Data ◽  
Service Sector ◽  
Qualitative Data ◽  
Banking Sector ◽  
Customer Retention ◽  
Foreign Banks ◽  
Survey Method ◽  
Convenience Sample

Purpose- This paper has drawn the attention to study the customer based brand equity in service sector especially in banking sector of Pakistan. The rationale of this study is to explore any relationship between different dimensions of CBBE and customer retention. Methodology/Sampling- This study has been conducted in Lahore. Convenience sample of 300 respondents has been used for data collection. The results have been established by using quantitative and qualitative techniques. Survey method was adopted to collect quantitative data through questionnaires and interviews have been conducted to collect the qualitative data through audio recorded interviews. SPSS has been utilized for quantitative data analysis and NVivo 10 has been used for qualitative data analysis. Findings- The study found that perceived quality and organizational association have significant positive relationship with customer retention. Further this study has determined the difference in CBBE among foreign, private and government banks and found the CBBE is highest in foreign banks. Practical Implications- The findings of the study is beneficial for the Government, Private and Foreign Banks to retain their customers through consumer based brand equity.

PENERAPAN BALANCE SCORECARD UNTUK PENGUKURAN KINERJA PERUSAHAAN (Studi Kasus : CV. MPE)

Heuristic ◽  
2020 ◽  
Vol 17 (2) ◽  
pp. 75-86
Author(s):  
Ali Fikar ◽  
Dini Retnowati
Keyword(s):  
Performance Indicator ◽  
Metal Sheet ◽  
Profit Margin ◽  
Total Asset ◽  
Debt Ratio ◽  
Key Performance Indicator ◽  
Balance Scorecard ◽  
Net Profit ◽  
Turn Over

CV. MPE adalah perusahaan yang bergerak dibidang manufaktur dan fabrikasi metal sheet yang saat ini menghadapi persaingan ketat di dunia industri sehingga terjadi penurunan omset dalam 3 tahun terakhir. Untuk mencari penyebab terjadinya penurunan omset tersebut maka dilakukan pengukuran kinerja perusahaan untuk memperoleh informasi yang dapat menjadi dasar bagi perusahaan dalam melakukan pembenahan. Hasil pengukuran kinerja menggunakan pendekatan balance scorecard menunjukkan dalam tiga tahun terakhir kinerja CV. MPE semakin menurun. Perspektif keuangan yang diwakili oleh indikator net profit margin, debt ratio dan total asset turn over berada dibawah standar.   Perspektif pelanggan yang diwakili oleh indikator volume penjualan juga mengalami penurunan yang signifikan, Sedangkan key performance indicator pada perspektif proses bisnis internal berada pada kondisi ambang batas, hanya indikator jumlah program pelatihan yang mewakili perspektif pertumbuhan dan perkembangan saja yang berada diatas standar.

Implementasi Maqashid Syariah Dalam Pelayanan Custumer Service Bank Syariah (Studi Pada BNI Syariah KC Medan)

2020 ◽  
Vol 20 (1) ◽  
pp. 83-91
Author(s):  
Supaino Supaino
Keyword(s):  
Data Analysis ◽  
Customer Service ◽  
Random Sampling ◽  
Qualitative Data ◽  
Secondary Data ◽  
Sampling Technique ◽  
Islamic Banking ◽  
Library Research ◽  
Collection Methods ◽  
Qualitative Data Collection

AbstractMaqashid al-sharia consists of two, namely maqaṣid and sharia. Maqashid means intention or purpose. The purpose (maqashid) can be achieved by means of taklif, and its implementation depends on the ability to understand the main sources of law, both Al-Qur'an and hadith.The purpose of this research with the title the implementation of maqhasid sharia in services at Bank Negara Indonesia Syariah Medan Branch is to see the implementation of services in Islamic banking in the field of customer service. The research was conducted at BNI Syariah Medan. This type of research is descriptive qualitative. Data collection methods in the research are using library research, observation and interviews. The sampling technique used random sampling. The types of data used in this study are primary and secondary data. The data analysis used in this study was descriptive by using literature studies in the form of muamalah fiqh books.The results showed that the implementation of maqashid sharia in services at Bank Negara Indonesia Syariah Medan Branch is appropriate, based on the indicators of educating the individuals (Tahzibul Fardh), upholding justice (Iqamah al-adl), and achieving prosperity (Maslahah).Keywords: Service, Maqashid sharia, Customer Service

scholarly journals Penyusunan Balanced Scorecard pada PT Cipta Paramula Sejati

2019 ◽  
Vol 9 (3) ◽  
pp. 150-163
Author(s):  
Ines Pipit Yuniawati ◽  
Heny K Daryanto ◽  
Setiadi Djohar
Keyword(s):  
Balanced Scorecard ◽  
Performance Indicator ◽  
Key Performance Indicator ◽  
Strategic Objectives ◽  
Financial Perspective ◽  
Building Management ◽  
Customer Perspective ◽  
Process Perspective ◽  
Internal Business Process ◽  
Depth Interviews

ABSTRACTPT Cipta Paramula Sejati is one of the companies engaged in the space and office rental business in Jakarta. PT Cipta Paramula Sejati manages the rental of office buildings and rooms in the Jakarta Design Center Building. Jakarta Design Center is a mall that has three types of businesses related to building space rental. Every company will be faced with various problems, both problems that come from within the company (internal) and problems from outside the company (external). This study aims to analyze the strategic objectives and key performance indicator (KPI) in terms of four perspective Balanced Scorecard (BSC), an also performance measurement methods at PT Cipta Paramula Sejati based on BSC concept. The analytical method used is the BSC. The study used a descriptive approach through in-depth interviews with respondents who were chosen intentionally (purposive sampling). The results of the study obtained twelve strategic targets and fourteen KPI. Based on the results of the BSC compilation of PT Cipta Paramula Sejati, the weighting for each BSC perspective was as follows: financial perspective of 27.78 percent, customer perspective of 27.78 percent, internal business process perspective of 25 percent, and learning and growth perspective of 19.44 percent.Keywords: building management, balanced scorecard, key performance indicator.   ABSTRAKPT Cipta Paramula Sejati adalah salah satu perusahaan yang bergerak dalam bisnis penyewaan ruangan dan perkantoran di Jakarta. PT Cipta Paramula Sejati mengelola penyewaan gedung dan ruangan perkantoran di Gedung Jakarta Design Center. Jakarta Design Center merupakan mall yang memiliki tiga jenis usaha yang berkaitan dengan penyewaan ruangan gedung. Setiap perusahaan akan dihadapkan pada berbagai permasalahan, baik itu permasalahan yang berasal dari dalam perusahaan (internal) maupun permasalahan dari luar perusahaan (eksternal). Penelitian ini bertujuan untuk menganalisis sasaran strategis dan indikator yang menjadi tolak ukur kinerja ditinjau dari empat perspektif Balanced Scorecard (BSC), serta menyusun metode pengukuran kinerja di PT Cipta Paramula Sejati berdasarkan konsep BSC. Metode analisis yang digunakan adalah BSC. Penelitian menggunakan pendekatan deskriptif melalui wawancara secara mendalam dengan responden yang di pilih secara sengaja. Hasil penelitian diperoleh dua belas sasaran strategis dan empat belas tolak ukur kinerja. Berdasarkan hasil penyusunan BSC pada PT Cipta Paramula Sejati diperoleh pembobotan untuk masing- masing perspektif BSC adalah sebagai berikut: perspektif keuangan sebesar 27,78 persen, perspektif pelanggan sebesar 27,78 persen, perspektif  proses bisnis internal sebesar 25 persen, dan perspektif pembelajaran dan pertumbuhan sebesar 19,44 persen.Kata kunci : pengelola gedung, Balanced Scorecard, indikator tolak ukur kinerja.

scholarly journals IMPACT OF CUSTOMER BASED BRAND EQUITY (CBBE) ON CUSTOMER RETENTION: A COMPARATIVE STUDY OF GOVERNMENT, PRIVATE AND FOREIGN BANKS OF LAHORE, PAKISTAN

2014 ◽  
Vol 10 (2) ◽  
Author(s):  
Shoaib Tahir ◽  
Keyword(s):  
Data Analysis ◽  
Brand Equity ◽  
Quantitative Data ◽  
Service Sector ◽  
Qualitative Data ◽  
Banking Sector ◽  
Customer Retention ◽  
Foreign Banks ◽  
Survey Method ◽  
Convenience Sample

Purpose: This paper has drawn the attention to study the customer based brand equity in service sector especially in banking sector of Pakistan. The rationale of this study is to explore any relationship between different dimensions of CBBE and customer retention. Methodology/Sampling: This study has been conducted in Lahore. Convenience sample of 300 respondents has been used for data collection. The results have been established by using quantitative and qualitative techniques. Survey method was adopted to collect quantitative data through questionnaires and interviews have been conducted to collect the qualitative data through audio recorded interviews. SPSS has been utilized for quantitative data analysis and NVivo 10 has been used for qualitative data analysis. Findings: The study found that perceived quality and organizational association have significant positive relationship with customer retention. Further this study has determined the difference in CBBE among foreign, private and government banks and found the CBBE is highest in foreign banks. Practical Implications: The findings of the study is beneficial for the Government, Private and Foreign Banks to retain their customers through consumer based brand equity.

scholarly journals ANALISIS PENGUKURAN KINERJA MENGGUNAKAN BALANCE SCORECARD UNTUK MENENTUKAN KEY PERFORMANCE INDICATOR DI PT MULIA ARTHA ANUGERAH

2020 ◽  
Vol 3 (1) ◽  
pp. 15
Author(s):  
Wakhit Ahmad Fahrudin
Keyword(s):  
Performance Indicator ◽  
Key Performance Indicator ◽  
Balance Scorecard

Seiring dengan berjalanya beberapa tahun terakhir PT Mulia Artha Anugerah yang berdiri pada tahun 2017 telah mengalami peningkatan baik dari produksi maupun kinerja karyawanya. Untuk itu perusahaan yang bergerak dibidang minyak dan gas ini membutuhkan pengukuran kinerja dengan menggunakan metode balance scorecard (BSC) untuk mengetahui persentase key performance indicator (KPI) yang sebelumnya hanya menggunakan analisis laporan keuangan tiap tahunya. Tujuan dari penelitian ini dilakukan untuk menentukan persentase kinerja kayawan dengan menggunakan balance scorecard sebagai alat ukur yang berbasis strategis dan bekesinambungan antara perusahaan dengan karyawan. Dalam penelitian ini menggunakan variabel diantaranya adalah prespektif keuangan, prespektif kepuasan pelanggan, prespektif bisnis internal serta perspektif pertumbuhan dan perkembangan. Pengumpulan data dilakukan dengan kuesioner seluruh karyawan PT Mulia Artha Anugerah dari top manajemen sampai karyawan paling bawah. Hasil dari pengolahan data dengan beberapa indikator prespektif keuangan mempunyai rata-rata nilai sebesar 4,33 untuk prespektif  kepuasan pelangaan didapatkan nilai 4,33 prespektif bisnis internal mempunyai nilai 3,58 dan dilihat dari prespektif pertumbuhan dan perkembangan mempunyai nilai 3,82. Sehingga dapat disimpulkan bahwa kinerja karyawan PT Mulia Artha Anugerah dilihat dari keempat prespektif diatas nilai rata-rata adalah 3,83 yang berarti cukup baik.

scholarly journals Pengukuran Kinerja Bank Perkreditan Rakyat Werdhi Sedana Kabupaten Gianyar Dengan Teknik Balanced Scorecard

2019 ◽  
pp. 519
Author(s):  
Pande Made Hierra Andira Sari ◽  
I Ketut Suryanawa
Keyword(s):  
Balanced Scorecard ◽  
Simple Random Sampling ◽  
Employee Productivity ◽  
Balance Scorecard ◽  
The Balanced Scorecard ◽  
Financial Perspective ◽  
Analysis Technique ◽  
Business Perspective ◽  
Customer Perspective ◽  
Number Of Customers

This research was conducted at BPR Werdhi Sedana from 2015 - 2017. The population is all employees and customers of BPR Werdhi Sedana. The sample for employees was 41 and the samples for customers used were 99 savings customers, 87 deposit customers and 96 credit customers. The technique used to take samples is simple random sampling.. The data analysis technique used is perspective on the Balanced Scorecard. The financial perspective got results that are categorized as good. The customer perspective can increase customer satisfaction that produces good numbers and is supported by an increase in the number of customers. The internal business perspective uses infrastructure capacity which has decreased and on innovation growth, BPR has been able to increase innovation in 2018. Then, the learning and growth perspective shows an increase in employee productivity and employee satisfaction. Keywords: Performance assessment, balance scorecard.

scholarly journals Peranan Customer Service Dalam Meningkatkan Pelayanan Kepada Nasabah Pada PT. BPD Sumatera Barat Cabang Pasar Raya Padang

2021 ◽  
Author(s):  
Putri Natasya ◽  
Doni Marlius
Keyword(s):  
Data Analysis ◽  
Customer Service ◽  
Research Method ◽  
Qualitative Data ◽  
Theory And Practice ◽  
Qualitative Data Analysis ◽  
Analysis Methods ◽  
Data Analysis Methods

This study aims to know the role of customer service in improving service to customers at PT. BPD Sumatera Barat Cabang Pasar Raya Padang. In analyzing the data, the author uses qualitative data analysis methods as a research method that explains in depth the role of customer service in improving services to customers at PT. BPD Sumatera Barat Cabang Pasar Raya Padang. The method of analysis is viewed from two different aspects, namely between theory and practice. The results of the research on the role of customer service in providing information are very good and customers are very satisfied with the services provided by customer service.

scholarly journals Indicadores-chave para medida de desempenho: uma proposta para o caso das operadoras de planos de saúde

2015 ◽  
Vol 6 (2) ◽  
pp. 1689
Author(s):  
Isabela Tatiana Teixeira ◽  
André Luiz Romano ◽  
Alceu Gomes Alves Filho
Keyword(s):  
Performance Indicator ◽  
Key Performance Indicator ◽  
Balance Scorecard ◽  
De Se

Embora a implementação e medição de indicadores seja uma forma de se controlar e gerenciar os negócios, as empresas do setor de serviços de saúde ainda carecem da disseminação e do uso de ferramentas para o controle de desempenho. Este trabalho é o resultado de uma pesquisa exploratória realizada numa operadora de planos de saúde. O foco do estudo foi uma análise de indicadores de gerenciamento e controle de gastos comparando perspectivas de diferentes abordagens. Com base em informações secundárias, obtidas no site da ANS, no site da instituição analisada, nos documentos averiguados e em material divulgado na imprensa, o método escolhido foi o estudo de caso da aplicação do Key Performance Indicator (KPI) e uma análise comparativa com o Balance Scorecard. A pesquisa concluiu que a implementação do KPI mostra-se uma ferramenta de gestão aderente às necessidades das empresas do segmento, uma vez que os indicadores levam em conta as especificidades da empresa, informando de forma clara e objetiva os aspectos importantes para o gerenciamento do negócio.

scholarly journals CUSTOMER ORIENTATION OF SERVICE EMPLOYEES: A PHANTOM MODEL APPROACH

2016 ◽  
Vol 12 (1) ◽  
Author(s):  
Reema Farooghi ◽  
Keyword(s):  
Customer Satisfaction ◽  
Customer Service ◽  
Customer Orientation ◽  
Customer Retention ◽  
Service Employees ◽  
Emotional Commitment ◽  
Relationship Of ◽  
The Relationship ◽  
Self Administered Questionnaire ◽  
Practical Implications

Purpose: The purpose of this study is to analyze Customer Retention as a result of Customer Service Employees. It helps to study the attitude of the customers and analyze the factors that are held important by the customers towards achievement of their satisfaction. Methodology: CFA and Path Analysis have been used to analyze the data collected from young telecom users. Data has been collected using convenience sampling from young telecom consumers using self-administered questionnaire. Findings: The results indicate that there is a significant relationship between Customer Orientation of Service Employees and Customer Retention, Customer Satisfaction and Emotional Commitment. It is also analyzed that there Customer Satisfaction and Emotional Commitment mediates the effect between Customer Orientation of Service Employees (COSE) and Customer Retention. Practical Implications: This study contributes in a number of ways. First it provides an understanding regarding the relationship of Service Employees and Customer Retention. Secondly it helps to analyze the criteria that need to be used so as to increase customer satisfaction and their involvement in the organization; thirdly it provides empirical evidence of the work and theory laid by Hennig-Thurau, 2004.

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