PERANCANGAN DAN IMPLEMENTASI SISTEM PENGUKURAN KINERJA DENGAN METODE PERFORMANCE PRISM (Studi Kasus pada Hotel X) - Iwan Vanany; Dian Tanukhidah (Institute of Research and Community Outreach - Petra Christian University, 2004)
This article described a result of research design of performance measurement system in hotel business with Performance Prism Model. As long as, performance measurement system at hotel X not yet representatived organization performance according to comprehensif and integrated. Because of needed redesign performance measurement system with new model. From the objective condition of hotel X, Performance Prism model more representative than others. The result of design described that stakeholder in hotel X such as: customer, employee, supplier, owner and investor, and regulator and community. From the performance measurement system design are obtained 36 types Key Performance Indicator (KPI) such as: 6 KPI of customer, 9 KPI of staff manajerial, 9 KPI of staff operational, 4 KPI of supplier, 3 KPI of investor, and 5 KPI of regulator & community. Result of implementation performance measurement system with scoring system indicates that the amount of scor current performance indicator is 50,75%. Result of measurement can be based management act evaluation and choice planning improvement organization and all Stakeholder requirements must be request. Abstract in Bahasa Indonesia : Artikel ini menguraikan hasil penelitian perancangan sistem pengukuran kinerja pada sebuah perusahaan dalam bisnis hotel dengan model Performance Prism. Selama ini, sistem pengukuran kinerja di Hotel X belum merepresentasikan kinerja organisasi secara komprehensif dan integratif. Oleh karena itu, perlu dilakukan perancangan kembali sistem pengukuran kinerjanya. Dari kondisi objektif hotel X, model yang tepat digunakan adalah model Performance Prism dibanding model lain. Hasil rancangan menunjukkan bahwa stakeholder hotel X meliputi: konsumen, tenaga kerja, supplier, pemilik/investor, serta pemerintah dan masyarakat sekitar lingkungan hotel. Sistem pengukuran kinerja memuat 36 KPI yang meliputi 6 KPI konsumen, 9 KPI staff manajerial, 9 KPI staff operasional, 4 KPI supplier, 3 KPI pemilik/investor, serta 5 KPI pemerintah dan masyarakat di sekitar lingkungan hotel. Dari hasil implementasi sistem pengukuran kinerja dengan proses scoring system menggunakan metode OMAX menunjukkan nilai current performance indicator yang telah dicapai oleh hotel X adalah sebesar 50,75%. Hasil pengukuran menjadi landasan pihak manajemen mengevaluasi dan menentukan rencana kerja perbaikan sehingga harapan dari semua stakeholder dapat terpenuhi Kata kunci: Pengukuran Kinerja, Performance Prism, Hotel.