Analisis Kinerja Petugas Pelayanan Rawat Jalan Puskesmas Ngesrep dengan Metode Balanced Scorecard - Triyanto, Donna Ayuk; Indrawati, Fitri (Jurusan Ilmu Kesehatan Masyarakat, Fakultas Ilmu Keolahragaan, Universitas Negeri Semarang, Indonesia, 2017)
Penilaian Kinerja Puskesmas Ngesrep berada dalam kategori III dengan total poin sebesar 8.957. Berdasarkan data ketenagakerjaan dan Rencana Tingkat Puskesmas Tahun 2015 terdapat karyawan berjumlah 39 orang. Menurut data terdapat kekurangan tenaga karyawan sebanyak 10 orang yang membuat beberapa petugas harus merangkap pekerjaan yang lain. Penelitian ini bertujuan untuk mengetahui kinerja Petugas Pelayanan Puskesmas Ngesrep dengan menggunakan metode Balanced Scorecard. Jenis penelitian ini yaitu kualitatif. Instrumen penelitian adalah panduan wawancara, lembar observasi dan klarifikasi, dimana ada 5 informan utama dan 6 informan triangulasi. Hasil dari penelitian ini yaitu dari empat (4) indikator kinerja berdasarkan Balanced Scorecard, 3 diantaranya belum berjalan secara maksimal sehingga berpengaruh terhadap kinerja petugas rawat jalan. Indikator tersebut adalah perspektif pelanggan (14 indikator, 9 sudah dilaksanakan), perspektif proses bisnis internal (95 indikator, 84 sudah dilaksanakan) dan perspektif pertumbuhan dan pembelajaran (11 indikator, 7 sudah dilaksanakan). Simpulan dari penelitian ini yaitu kinerja petugas pelayanan rawat jalan Puskesmas Ngesrep dengan metode Balanced Scorecard belum terlaksana dengan maksimal. Kata Kunci: Balanced Scorecard, Kinerja, Petugas Rawat Jalan Performance Assessment of Puskesmas Ngesrep was in category 3 with a total of 8957 points. Based on employment were employees amounted to 39 people. According to the data there is a shortage of staff of about 10 people who make some officers had to play another job. This study aims to determine the performance of outpatient services officers’ performance in Puskesmas Ngesrep using the Balanced Scorecard. This was a qualitative research. The research instruments were interview guides, clarification and observation sheets, where there were 5 main informan and 6 informan triangulation. Of the four (4) performance indicators of the Balanced Scorecard, three (3) indicators that has not run optimally so that it affects the performance of officers outpatient. The results of the research from indicator of customer perspective (14 indicators, 9 have been implemented), internal business process perspective (95 indicators, 84 have been implemented) and learning and growth perspective (11 indicators, 7 have been implemented). The conclusion is the performance of outpatient services Puskesmas Ngesrep using Balanced Scorecard had not been done well yet. Keywords: Balanced Scorecard, performance, outpatient officers