Peningkatan Kinerja Organisasi RSUD Prof. Dr. W.Z Johannes Kupang melalui BALANCE SCORECARD

Abstract

Background: Hospitals as a public service sector are expected to be able to improve service quality through evaluating the implementation of the Balanced Scorecard . Objective: To determined and analyzed the application of the Balance Scorecard to improve organizational performance at BLUD. RSUD. Prof. Dr. W.Z Johannes Kupang. Method: This research was used a qualitative research approach on 16 participants and strengthened it with secondary data from the BPKP Audit of hospital performance in 2022. The variables in this research are the financial perspective, customer perspective, internal business process perspective and growth and learning perspective. Results: The results of the thematic analysis from the financial perspective, namely calculating hospital performance, the principles of the benefits of measuring performance, obstacles in managing hospital financial performance, and the impact of managing hospital performance, the customer perspective, namely customer satisfaction with services, handling complaints from customers, and comparison of services obtained, Perspective internal business processes, namely achieving minimum service standards, and description of service quality, growth and learning perspective, namely management of health human resources, namely medical, nursing and midwifery, other health workers and hospital support for increasing human resource capacity. Conclusion: BPKP Audit data obtained organizational performance achievements at RSUD Prof. Dr. W. Z Johannes Kupang based on the Balanced Scorecard in the very good category. Suggestion: It was necessary to implemented the Balanced Scorecard in hospitals to improve organizational performance.

Keywords: Balanced Scorecard; Organizational Performance; BLUD. RSUD. Prof. Dr. W.Z Johannes Kupang