EVALUASI KINERJA DENGAN METODE BALANCE SCORECARD PADA INSTALASI FARMASI KLINIK TELKOMEDIKA HEALTH CENTER MADIUN

KHASANAH, ISNA NUR (2020) EVALUASI KINERJA DENGAN METODE BALANCE SCORECARD PADA INSTALASI FARMASI KLINIK TELKOMEDIKA HEALTH CENTER MADIUN. Tesis thesis, Universitas Setia Budi Surakarta.

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Abstract

Clinic of Telkomedia Health Center Madiun has been preparing the accreditation by 2020. To reach the target of Working Design and Company Budget in 2020 for the best accreditation result, the evaluation of Clinic of THC Madiun is necessary. The purpose of this research was to know the performance of Telkomedia Health Centre Madiun Clinical Pharmacy Unit with Balance Scorecard method through 4 perspectives those are financial, internal business process, growth and learn and also customer side. This was nonexperimental research with descriptive explorative designs. The data were obtained retrospectively and concurrent by interviewing pharmacists in the pharmacy unit, questionnaire to staffs and patients also direct observation. The data are being analyzed descriptively and compared to the standard. The result shows that performance of: 1) Financial Perspective: TOR 2016 (29,65 kali), 2017 (47,15 times), 2018 (18,77 times); GPM 2016 (15,96%), 2017 (22,49%), 2018 (8,48%); GROS 2017 (26,91%), 2018 (6,98%). 2) Internal Business Process Perspective: Medicine Availability on July 2019 (98,15%), on August 2019 (99,68%), on September 2019 (98,66%). Dispensing time on rush hour: for compounded medicines 16,81 minutes, noncompounded medicines 6,73 minutes; in normal hour; for compounded medicines 16,1 minutes, noncompounded medicines 7,16 minutes. The information of indication, dosage, term of use always been given, side effects 1,94%, storage information 2,33%, contraindication has not been given at all. 3) Growth and Learn Perspective: employee satisfaction is in the satis level, working passion is in the high range, SIM development has been using SI online Hysis. 4) Customer perspective: the patients satisfied with the quality of the service yet there is a GAP between expectation and performance of them; customer retention in period of April-June 2019 (14,52%), period of July-Septemver 2019 (9,28%); customer acquisition in period of April-June 2019 (27,48%), in period of July-September 2019 (55,49%). The working evaluation is being analyzed by SWOT analysis later on. Key Words: Performance evaluation, Balanced Scorecard, Telkomedika Health Center Madiun Clinical Pharmacy Unit.

Item Type: Thesis (Tesis)
Uncontrolled Keywords: Performance evaluation, Balanced Scorecard, Telkomedika Health Center Madiun Clinical Pharmacy Unit.
Subjects: R Medicine > R Medicine (General)
Divisions: Fakultas Farmasi > Prodi S2 Farmasi
Depositing User: Mrs NOVI HANDAYANI
Date Deposited: 13 Feb 2020 03:11
Last Modified: 13 Feb 2020 03:11
URI: http://repository.setiabudi.ac.id/id/eprint/4119

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