EVALUASI KINERJA INSTALASI FARMASI RSUD A. W. SJAHRANIE SAMARINDA DENGAN PENDEKATAN BALANCED SCORECARD

Aini, Nurul (2017) EVALUASI KINERJA INSTALASI FARMASI RSUD A. W. SJAHRANIE SAMARINDA DENGAN PENDEKATAN BALANCED SCORECARD. Tesis thesis, Universitas Setia Budi Surakarta.

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Abstract

A. W. Sjahranie Hospital was working to become an international hospital, it needs a performance evaluation. This study aims to determine the performance of Pharmaceutical Installation A. W. Sjahranie Hospital with the balanced scorecard approach through four perspectives: financial, internal business processes, learning and growth, and the customer. This study is a non-experimental research design with explorative descriptive, used retrospective and concurrent’s data obtained from interviews with the Head of Outpatient Pharmaceutical Installation, questionnaires to employees and outpatients, also observation. The study was conducted in January 2017. Data analysis using gap analysis and calculation formulas accordingly. The results of financial perspective indicates the value of TOR and GPM are below the standards, GROS in 2015 amounted to 28.51% and 2016 was 23.35%. Internal business process showed the availability of drugs and dispensing time are not compatible with the standards; drug information also did not delivered in correct. Learning and growth perspective showed morale and employee’s satisfaction in high category, SIM still require development. While the customer perspective showed patient’s satisfaction in high category, but there is difference between the perceived performance and patient's expectations, mainly on the dimension of responsiveness. Fulfillment of patient has not reached the standard, the rate of customer in 2016 was decreased 25.45% compared to 2015. Keywords: Balanced scorecard, Performance, Installation Pharmaceutical of A. W. Sjahranie Hospital

Item Type: Thesis (Tesis)
Uncontrolled Keywords: Keywords: Balanced scorecard, Performance, Installation Pharmaceutical of A. W. Sjahranie Hospital
Subjects: R Medicine > RS Pharmacy and materia medica
Divisions: Fakultas Farmasi > Prodi S2 Farmasi
Depositing User: Herera Gadys USB
Date Deposited: 23 Feb 2019 04:19
Last Modified: 23 Feb 2019 04:19
URI: http://repository.setiabudi.ac.id/id/eprint/840

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