Measurement of Transformational Government Strategies Using Balanced Scorecard Approach

2009 ◽  
pp. 329-350
Author(s):  
Ivaylo Gueorguiev
Keyword(s):  
Decision Making ◽  
Performance Measures ◽  
Balanced Scorecard ◽  
Public Services ◽  
The Balanced Scorecard ◽  
Government Services ◽  
Transformational Government ◽  
The Government ◽  
The Right ◽  
Democratic Elections

This chapter puts forth some guidelines for transformational government strategy measurement using balanced scorecard. The complexity of transformational government strategy is rooted in the multistakeholder environment it is derived from. The citizens, the businesses, and the administration have different interests and finding the right balance of these interests would be a challenge for any initiative. Everyone is a stakeholder in the transformational government, since everyone participates in the decision making process through democratic elections, everyone contributes to the financing of the government by paying taxes, and finally everyone uses government services. In this multistakeholder environment the balanced scorecard methodology can provide tools for effective measurement and management of the transformation of public services. Planning and presenting the strategy in strategy maps and creating a system of performance measures in a number of perspectives can ensure a foundation for effective management system of the transformational government on the strategic level.

scholarly journals PENGELOLAAN PENGADUAN MASYARAKAT KOTA BEKASI (BEKASI CITY PUBLIC COMPLAINTS MANAGEMENT )

1969 ◽  
Vol 10 (3) ◽  
Author(s):  
Witra Apdhi Yohanitas dan Teguh Henry Prayitno
Keyword(s):  
Local Government ◽  
Public Services ◽  
Good Governance ◽  
Management Model ◽  
The Public ◽  
Government Services ◽  
The Government ◽  
The Right ◽  
The City ◽  
Descriptive Method

One manifestation of good governance is the availability of infrastructure that providing information and take into account of people's expectations, so that it can be used to improvethe performance of government services. Basically, public has the right to use the complaints media if the performance of the government is not in line with public prospects. By giving an example of complaints managements and policiesthat are applied in the city of Bekasi as a benchmark that can be copied or replicated in other agencies. This study utilize exploratory descriptive method that link with regulationin order to explain the complaint in a straightforward and structured. Bekasi city has packed a system of provision of information and public complaints by utilizing technology which is the website and the SMS center. In addition, to support the success of the public services, Bekasi provides clear rules related to the provision of information and public complaints, and organizingtransparency complaint data and simple management. Model that performed by Bekasi Local Government is quite simple, therefore it can be duplicated/ replicated in other local governments.Keywords: complaint management, Bekasi City, website, sms center, community expectationsSalah satu wujud pemerintahan yang baik adalah tersedianya sarana dan prasarana untuk pemberian informasi, mendengar dan memperhatikan harapan masyarakatsehingga dapat menjadi perbaikan pelayanan dan kinerja pemerintah.Masyarakat berhak menggunakan media pengaduan jika kinerja pemerintah tidak sesuai dengan harapannya. Pemberian contoh pola pengaduan yang diterapkan di kota Bekasi dan memberikan beberapa contoh kebijakan yang ditempuh agar pengelolaan pengaduan yang diterapkan dapat berjalan sesuai dengan yang diinginkan diharapkan pengelolaan pengaduan kota Bekasi dapat menjadi pembanding yang dapat dicontoh atau direplikasi instansi lain.Melalui Metode deskriptif eksploratifterhadap peraturan dipilih untuk menjelaskan pengaduan secara lugas dan terstruktur. Kota Bekasi telah mengemas suatu sistem pelayanan penyediaan informasi dan pengaduan masyarakat dengan memanfaatkan sarana teknologi yaitu situs web dan sms center.Selain itu, untuk menunjang keberhasilan pelayanannya, kota Bekasi memberikan aturan yang jelas terkait pemberian informasi dan pengaduan masyarakat, dan melakukan transparansi data pengaduan serta manajemen yang sederhana. Model yang dilakukan cukup sederhana, maka pengelolaan pengaduan yang dilakukan oleh kota Bekasi dapat ditiru/ direplikasi didaerah lain.Kata Kunci: pengelolaan pengaduan, Kota Bekasi, situs web, sms center, harapan masyarakat

PELAYANAN PEMERINTAHAN YANG BERTANGGUNG JAWAB

2018 ◽  
Vol 16 (2) ◽  
pp. 34
Author(s):  
Khairul Rahman
Keyword(s):  
Quality Of Service ◽  
Public Services ◽  
Government Responsibility ◽  
Government Services ◽  
Public Servant ◽  
Democratic State ◽  
The Government ◽  
The Right

The demands of services that priority the needs and demands of society will be difficult to be realizedwithout the responbility of every apparatus government. The complain and even critics who oftendelivered about the low quality of public services at all levels has become the theme of dailyconversation. All the evidence for the low quality of service received by society. The importance ofbuilding responsilbe government services because the society has the right to obtain services thatprioritize the objectives development. This is based on the idea that the government is actually formedto provide services to the society and in fact the government to gain power in a democratic state is amandate of society. The organizations of government are often referred to as ’society of services’(public servant). In reality, not all officials government / administrators have realized the importanceof service. The closer relationship between the service with the responsibility, the lack ofundersatnding of the government apparatus for the importance of the service indicates the weakness ofthe responsibility of the apparatus government. The complaint from society of poor and disappointingservices from the government and the flow of stories power abus. One of the causes, of all that is thelack of government responsibility to the society. An understanding of how to bulid government servicesis responsibility.

scholarly journals Strategic Plan for the Development of the RS Bersalin Grha Mutiara in 2019-2023: Policy Implementation

2020 ◽  
Vol 5 (3) ◽  
Author(s):  
Melsha Syarahhandi ◽  
Mieke Savitri
Keyword(s):  
Decision Making ◽  
Development Strategy ◽  
Balanced Scorecard ◽  
Secondary Data ◽  
Strategic Plan ◽  
Primary Data ◽  
District Health ◽  
The Balanced Scorecard ◽  
Swot Matrix ◽  
The Right

This research discusses the Strategic Plan for the Development of the RS Bersalin Grha Mutiara in 2019-2023, using the theory of Strategic Planning to observe and evaluate external environmental opportunities and threats as well as the internal strengths and weaknesses of the hospital, to determine the right strategic plan. This study is a qualitative research using primary data, in-depth interviews with informants, observation and decision making with CDMG (Consensus Decision Making Group), and secondary data obtained from the BPS (Central Bureau of Statistics), Dinas Kesehatan Subang (District Health Office) Profile, Profile and Financial Report of RS Bersalin Grha Mutiara. From this study, the position of RS Bersalin Grha Mutiara, according to IE Matrix, is in Cell V (Hold and Maintain) and SWOT Matrix in Quadrant II (Internal Fixed It Quadrant). The matching stage resulted in a Product Development strategy, which, through the QSPM matrix, determine that the chosen strategy would be the development of HCU / NICU / PICU. This plan then elaborated in the implementation plan using the Balanced Scorecard.

scholarly journals The relationship between employee and customer satisfaction in the balanced scorecard

2014 ◽  
Vol 9 (3) ◽  
pp. 285-298 ◽  
Author(s):  
DG Gouws ◽  
A Habtezion ◽  
FNS Vermaak ◽  
H P Wolmarans
Keyword(s):  
Customer Satisfaction ◽  
Empirical Study ◽  
Performance Measures ◽  
Balanced Scorecard ◽  
Employee Satisfaction ◽  
Direct Relationship ◽  
Preliminary Testing ◽  
The Balanced Scorecard ◽  
Key Drivers ◽  
The Relationship

This paper reports evidence of a direct relationship between employee satisfaction and customer satisfaction as they are linked in the balanced scorecard. The objective was to propose a framework that shows the linkage between employee satisfaction and customer satisfaction and to undertake some preliminary testing of this framework. An empirical study was undertaken in an airline business which investigated these relationships between employee and customer satisfaction and the correlations between these performance measures. The relationship between the key drivers of employee satisfaction and the key drivers of customer satisfaction was also investigated. The study provides empirical evidence supporting several linkages.

scholarly journals Free and Frank Advice and the Official Information Act

2018 ◽  
Vol 14 (2) ◽  
Author(s):  
Andrew Kibblewhite ◽  
Peter Boshier
Keyword(s):  
Decision Making ◽  
New Zealand ◽  
Government Agency ◽  
Government Officials ◽  
The Public ◽  
Good Government ◽  
Work Programme ◽  
The Government ◽  
The Right ◽  
Official Information

Concern exists that New Zealand hasn’t struck the right balance between two potentially competing principles of good government: officials should provide free and frank advice to ministers, and the public should have opportunities to participate in decision making and hold the government to account. Steps we have taken to address this include: strengthening constitutional underpinnings for free and frank advice (Cabinet Manual changes and issuing expectations for officials); a work programme to improve government agency practice in relation to the Official Information Act; and the Office of the Ombudsman reducing uncertainty about when advice can be withheld by issuing new principles-based guidance and providing more advisory services.

scholarly journals Implementasi Metode SMARTER Untuk Rekomendasi Penerima Bantuan Raskin Masa Covid 19

2021 ◽  
Vol 5 (2) ◽  
pp. 549
Author(s):  
Julfikar Rahmad ◽  
Volvo Sihombing ◽  
Masrizal Masrizal
Keyword(s):  
Decision Making ◽  
Decision Support ◽  
Rural Areas ◽  
Lower Class ◽  
Developed Countries ◽  
Decision Support Model ◽  
Head Of Household ◽  
Classic Problem ◽  
The Government ◽  
The Right

The problem of poverty is a classic problem that occurs in every country, both developed countries and developing countries like Indonesia. In every country, there are many programs carried out by the government to overcome the problem of poverty, one of which is the RASKIN program carried out by the Indonesian government. The method used to complete this research is SMARTER (Simple Multi Attribute Rating Technique Exploiting Ranks). During the Covid 19 pandemin, which is currently happening, various kinds of assistance are needed for middle and lower class people in rural areas, thus to distribute assistance, assistance distribution techniques are needed so that it reaches the right people. The SMARTER method was chosen because it is a form of decision support model used in decision making with multi attributes that will be used to solve decision-making problems. The research was conducted in Sei Beluru Village, Meranti District, Asahan Regency. In Sei Beluru Village, several criteria were obtained from direct observation of the field, namely the area of the house floor, the type of floor of the house, the type of house wall, the toilet facilities, the source of drinking water, lighting, materials. fuel used, frequency of eating, ability to buy meat, ability to buy clothes, ability to seek treatment, monthly income, education of the head of household, ownership of assets. Decision support systems using the Smarter method are able to analyze data on people who are entitled to receive Raskin assistance. The results obtained from this study are that from several prospective recipients of Raskin assistance with the specified criteria, it is found that the most prioritized alternative has the highest value of 0.603 using the Smarter method.

scholarly journals The Balanced Scorecard: the illusion of maximization without constraints

2012 ◽  
Vol 2 (1) ◽  
pp. 10-15
Author(s):  
Morten Jakobsen ◽  
Rainer Lueg
Keyword(s):  
Literature Review ◽  
Organizational Performance ◽  
Performance Measures ◽  
Balanced Scorecard ◽  
Analytical Study ◽  
Leading Indicators ◽  
Financial Indicators ◽  
Financial Success ◽  
The Balanced Scorecard ◽  
Overall Performance

The Balanced Scorecard (BSC) claims to maximize organizational performance through the management of different perspectives (e.g., financial, customers, internal processes, learning & growth). Most of the chosen measures are usually non-financial, as they are supposedly leading indicators of financial success. The developers of the BSC Kaplan and Norton see these perspectives as related, but not as linked to each other by accounting logic. Moreover, Kaplan and Norton recommend cascading the BSC across the organization by breaking up the BSC into sub-targets for each organizational unit.Inevitably, this can lead to situations where actors in an organization focus on a subset of non-financial indicators. In their attempt to maximize these indicators, unit-egoism may lead to sub-optimal overall performance of the organization. This is because the link from non-financial indicators at lower levels of the organization to the overall financial goals have been disjoined. This problem, however, has been largely ignored in the BSC-literature. Therefore, this paper addresses the rationality and limits inherent in the usage of multiple performance measures. For this, we conduct an analytical study based on a literature review.

The Fifth Perspective

2010 ◽  
pp. 2378-2388
Author(s):  
Preeti Goyal ◽  
Bhimaraya A. Metri
Keyword(s):  
Performance Measurement ◽  
Performance Measures ◽  
Balanced Scorecard ◽  
Business Process Outsourcing ◽  
Organizational Boundaries ◽  
Strategic Objectives ◽  
The Balanced Scorecard ◽  
Measurement Framework ◽  
External Relationships ◽  
New Perspective

Today, alliances, collaborations, and networks are synonymous with strategy. Business process outsourcing (BPO) is one such type of alliance. With increasing reliance on outsourcing, the organizational boundaries are blurring. The implications for the client organization can be tremendous, as it now relies on an outside organization to fulfill its operational objectives. Currently, there is no single framework that can effectively measure performance for BPO arrangements. In its present form, the balanced scorecard (BSC) only addresses the performance measurement needs of a single enterprise and any perspective on any external relationships is completely missing. The traditional BSC does not suffice as a performance measurement framework for BPO. While both the client and the vendor can use a BSC for their respective organizations, the strategic objectives of the organizations may not be met. In this article the authors propose a new perspective as an extension to the BSC, namely, the goals alignment perspective. Goals alignment of the two organizations will enable creation of performance measures that will help participating organizations to achieve their respective goals.

Evaluation of Hospital Supply Chain Performance During the COVID-19 Pandemic

2022 ◽  
pp. 95-110
Author(s):  
Doni Maryono ◽  
Rita Ambarwati
Keyword(s):  
Supply Chain ◽  
Supply Chain Management ◽  
Balanced Scorecard ◽  
Large Scale ◽  
Supply Chain Performance ◽  
Chain Management ◽  
The Balanced Scorecard ◽  
New Finding ◽  
The Government ◽  
Almost All

The pandemic has an impact on almost all sectors of people's lives, in the economic, political, and socio-cultural sectors. The government has implemented large-scale social restrictions (PSBB) as an effort to stop the spread of the COVID-19 virus. With the PSBB, it causes disruption to the hospital supply chain management. As a step to anticipate the hospital's impact on the PSBB, the hospital needs to evaluate the performance of supply chain management. The purpose of this chapter is to describe the performance evaluation of hospital supply chain management using a balanced scorecard approach. A new finding from this study is to measure the performance of hospitals experiencing various disruptions in their supply chain management caused by the COVID-19 pandemic with a balanced scorecard. The author concludes that measurements with the balanced scorecard approach can provide information about the performance of hospital supply chain management broadly in areas experiencing disruption due to the COVID-19 pandemic.

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