Perspektif Customer dalam Mengukur Kinerja Instalasi Farmasi RSUD X dengan Pendekatan Balanced Scorecard Customer?s Perspective in Performance Assessment of Pharmacy Instillation of RSUD X with Balanced Scorecard
| Main Authors: | Sulistyaningrum, Indriyati Hadi, -, Satibi, Andayani, Tri Murti |
|---|---|
| Format: | Article info application/pdf eJournal |
| Bahasa: | eng |
| Terbitan: |
Fakultas Kedokteran, Universitas Islam Sultan Agung (UNISSULA)
, 2014
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| Subjects: | |
| Online Access: |
http://sainsmedika.fkunissula.ac.id/index.php/sainsmedika/article/view/166 http://sainsmedika.fkunissula.ac.id/index.php/sainsmedika/article/view/166/135 |
Daftar Isi:
- Pengukuran kinerja menggunakan Balanced Scorecard pada perspektif pembelajaran dan pertumbuhan menawarkan solusi pengukuran kinerja yang lebih menyeluruh dan komprehensif dalam suatu organisasi publik di antaranya Rumah Sakit. Objek penelitian ini adalah Instalasi Farmasi RSUD X. Penelitian ini merupakan penelitian deskriptif non eksperimental. Data diperoleh secara prospektif. Data kualitatif diperoleh melalui kuesioner. Data kuantitatif diperoleh melalui observasi langsung. Dari hasil penelitian dengan menggunakan Balanced Scorecard pada kinerja perspektif customer menunjukkan bahwa : rata-rata kepuasan pasien 88% pasien menyatakan puas terhadap pelayanan Instalasi Farmasi Rumah Sakit, rata-rata pertumbuhan pelanggan mengalami peningkatan rata-rata 10% tiap bulannya. Sehingga dapat ditarik kesimpulan bahwa kinerja Instalasi Farmasi RSUD X termasuk dalam kriteria baik, dengan beberapa saran dan perbaikan yang perlu dilakukan.Balanced Scorecard performance measurement (financial perspective, customer perspective, internal business perspective, and learning and growth perspective) offers a more thorough and comprehensive evaluation in a public organization such as a hospital. The object of this study was the Department of Pharmacy of RSUD X. This study was descriptive non-experimental. The data were obtained retrospectively and prospectively. The qualitative data were obtained through questionnaires. The quantitative data were obtained through direct observation, surveys. From the research using the Balanced Scorecard data gathering, it has been found that: performance customer perspective showed that the average patient satisfaction was 88% of patients. They were satisfied with the service of the Department of Pharmacy, and the average growth of customers has increased by 10% each month. In conclusions, the working performance of the department of pharmacy was included in ?good criteria?, with some suggestions and improvements that need to be taken into consideration.