ANALISIS KINERJA RUMAH SAKIT WAVA HUSADA KEPANJEN MALANG DENGAN PENDEKATAN BALANCED SCORECARD

Fauziyah, Ulfa (2010) ANALISIS KINERJA RUMAH SAKIT WAVA HUSADA KEPANJEN MALANG DENGAN PENDEKATAN BALANCED SCORECARD. Other thesis, University of Muhammadiyah Malang.

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Abstract

This research is a case study of performance analysis on Kepanjen Husada Hospital Wava-Malang with the title "Performance Analysis Wava Husada Hospital Kepanjen-Malang With the Balanced Scorecard Approach." The purpose of this study is to determine the performance of Wava Husada Hospital Malang Kepanjen when measured by the Balanced Scorecard approach. The analysis tools to identify performance Wava Husada Hospital Kepanjen-Malang with the Balanced Scorecard approach is as follows: First Financial Perspective covers Return On Investment (ROI), and Statement of Cash Flows from 2007 to 2009 period. Both Internal Business Process Perspective include BOR, BTO, ALOS, and Toi. Third Learning and Growth perspective includes employee turnover, Employee Training, and Employee Absenteeism. Fourth Customer Perspective includes Total Complain and Customer Acquisition. For supporters of the Customer Perspective factor used questionnaires to measure quality of health services in disease specialist in the disease. In general, the performance of the Hospital-Malang Wava Husada Kepanjen measured and marked with the Balanced Scorecard approach is good, from the calculation with the analytical tools Return On Investment (ROI) increased from the year 2007 amounted to 1.27% to 1.85% in 2008 and the year 2009 amounted to 3.43%, and the statement of cash flows in 2007-2009 has decreased and increased. In the year 2007 by operating activities 7,885,899,644, an increase in the year 2008 amounted to 10,359,467,346, and in 2009 was increased significantly by 16,752,027,415. While in financing activities in 2008 amounted to (402.05 million) in 2009 amounted to 3,056,738,448. And in investing activities in 2007 amounted to 1,956,993,715, a decrease in 2008 amounted to 1,019,743,812. and in 2009 was increased significantly by 2.774.832.851.Perspektif internal business processes has increased over the year 2007 BOR indicator of 75% in the year 2008 increased by 78% and in 2009 amounted to 80%. BTO increase and decrease in 2007 of 90 kl in 2008 of 86 kl, and in the year 2009 amounted to 89 kl. ALOS in the year 2007-2009 the same for three days, and the toll for one day of the year 2007-2009. Learning and growth perspective has increased in each period. On indicators of employee turnover in 2007 amounted to 6.60%, an increase of 7.58% and in 2009 was increased significantly by 18.00%, employee training, also increased in every period of the year 2007 amounted to 3.30% and the year 2008 amounted to 13.72% and in 2009 was increased significantly by 22.50%, and on indicators of absenteeism in 2007 amounted to 1.41%, an increase of 1.85% in 2008 whereas in 2009 also increased by two, 67% absenteeism on this indicator is assumed to be 0 just to leave because the new hospital using the AMS system (attendant management system) is not optimal and efficient. In the perspective of customers complaining of the indicators used in 2007-2009 was increased and decreased in 2007 amounted to 0.89% in 2008 decreased by 0.72% and in 2009 was increased significantly by 0.99%. On customer acquisition in 2007 of 53.26% has decreased significantly by 48.22% and in 2009 also decreased by 44.54%. To drive from the customer perspective description analysis was used to measure the quality of health services in disease specialist in internal medicine found that some 57.14% of 35 respondents said they were satisfied to the question no1.Sedangkan some 40.00% of 35 respondents said they were satisfied to the question No. 2. In questions number 3 and 4 obtained the same value in the amount of 45.71% from 35 respondents said they were satisfied, and no question on item 5 of 48.57% said they were satisfied. So the performance of service quality in patients hospitalized with a specialist in the disease can be quite good. Based on the research in general above, it can be concluded that the performance of Wava Husada Hospital Malang Kepanjen measured using the Balanced Scorecard approach for the period 2007-2009 as a whole can be said to be good.

Item Type: Thesis (Other)
Subjects: H Social Sciences > HB Economic Theory
Divisions: Faculty of Economic > Department of Accounting
Depositing User: Rayi Tegar Pamungkas
Date Deposited: 14 Apr 2012 03:04
Last Modified: 14 Apr 2012 03:04
URI: http://eprints.umm.ac.id/id/eprint/2213

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