PENGUKURAN KINERJA INSTALASI FARMASI RSUD DATOE BINANGKANG DENGAN METODE BALANCED SCORECARD BERDASARKAN PERSPEKTIF PELANGGAN SERTA PERSPEKTIF PERTUMBUHAN DAN PEMBELAJARAN - Tawalujan, Wulan P.; Citraningtyas, Gayatri; Rumondor, Erladys M. (UNIVERSITAS SAM RATULANGI, 2020)
ABSTRACTPerformance measurement by balanced scorecard method needed to be done at the pharmacy installation of RSUD Datoe Binangkang to see the performance achievements that have been done and the basis for further performance improvement. This research aims to know performance of pharmacy installation of RSUD Datoe Binangkang with the balanced scorecard method based on customer perspective with learning and growth perspective. This research was a non experimental with evaluative descriptive design. The data was collected with retrospective and prospective methods. This research used both qualitative and quantitative data. Qualitative data was obtained by interview and direct observation. Quantitative data was obtained by questionnaires. The result research of performance at customer perspective with patient satisfaction indicator showed that patients have not been satisfied with the services provided with the value of gap for each dimension are: tangibles -0,22, reliability -0,17, responsiveness -0,19, assurance -0,02, emphaty -0,05. Performance at learning and growth perspective with indicators of employee job satisfaction high 3,23, work spirit very high 3,37 and percentage of employee training low 0%. The conclusion obtained from both perspective were indicators with good performance was job satisfaction and work spirit. Indicators with not good performance that require attention to be improved was employee training and patient satisfaction.Keywords: Performance, Pharmacy Installation, Balanced Scorecard, Customer Perspective,Â Learning and Growth Perspective.ABSTRAK Pengukuran kinerja dengan metode balanced scorecard perlu dilakukan di Instalasi Farmasi RSUD Datoe Binangkang untuk melihat pencapaian kinerja yang telah dilakukan serta dasar bagi perbaikan kinerja selanjutnya. Penelitian ini bertujuan untuk mengetahui kinerja Instalaasi Farmasi RSUD Datoe Binangkang dengan metode balanced scorecard berdasarkan perspektif pelanggan serta perspektif pertumbuhan dan pembelajaran. Penelitian ini merupakan jenis penelitian non eksperimental dengan rancangan deskriptif evaluatif. Data diperoleh secara retrospektif dan prospektif. Kriteria data berupa data kualitatif dan kuantitatif. Data kualitatif melalui wawancara dan observasi langsung. Data kuantitatif melalui kuesioner. Hasil penelitian kinerja pada perspektif pelanggan dengan indikator kepuasan pasien menunjukkan pasien belum puas terhadap pelayanan yang diberikan, dengan perolehan nilai gap pada setiap dimensi yaitu: berwujud -0,22, kehandalan -0,17, ketanggapan -0,19, jaminan -0,02, empati -0,05. Kinerja pada perspektif pertumbuhan dan pembelajaran dengan indikator kepuasan kerja karyawan tinggi 3,23, semangat kerja karyawan sangat tinggi 3,37, dan persentase pelatihan karyawan rendah 0%. Kesimpulan yang didapat pada kedua perspektif bahwa indikator dengan kinerja yang baik yaitu kepuasan kerja dan semangat kerja. Indikator dengan kinerja yang kurang baik yang memerlukan perhatian untuk diperbaiki yaitu pelatihan karyawan dan kepuasan pasien.Kata Kunci: Kinerja, Instalasi Farmasi, Balanced Scorecard, Perspektif Pelanggan, PerspektifÂ Pertumbuhan dan Pembelajaran.