ANALISIS KINERJA DALAM RANGKA PENYUSUNAN PETA STRATEGI INSTALASI FARMASI RUMAH SAKIT ISLAM JOMBANG DENGAN PEDEKATAN BALANCE SCORECARD

Dianati, Syarofina (2020) ANALISIS KINERJA DALAM RANGKA PENYUSUNAN PETA STRATEGI INSTALASI FARMASI RUMAH SAKIT ISLAM JOMBANG DENGAN PEDEKATAN BALANCE SCORECARD. Tesis thesis, Universitas Setia Budi Surakarta.

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Abstract

Pharmacy department Islamic Hospital of Jombang is an medical support service which requires quality management and services, so that analysis of performance is required. This study aims to determine the performance of pharmaceutical departement by balanced scorecard approach of 4 perspective: finance, internal business processes, growth and learning and customers. This research design was non-experimental with descriptive analytic, using retrospective and concurrent data from interviews and observation. This research was conducted in October 2019. Data analysis using gap analysis and the corresponding calculation formula. The Result of this study were at financial perspective, TOR value has been increased trend, while GPM and GROS have decreased in 2018. Internal business perspective shows the level of drug availability and line patient were good, dispensing time was out of the standard, PIO has not been communication completely. Growth and learning perspectives show employee spirite and average employee satisfaction in the high category but low in training and employee productivity. Customer perspective shows high patient satisfaction but there were a difference between expectations and performance, especially on the responsive dimension. The level of patient network was high but patient growth was low.

Item Type: Thesis (Tesis)
Uncontrolled Keywords: Balanced Scorecard, Performance, Pharmacy Departement
Subjects: R Medicine > RA Public aspects of medicine
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/4126

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