Cooperative Performance Analysis Based On Method Balanced Scorecard Case Study at KPRI Jaya, Dawarblandong, Mojokerto

., Ahmadi (2020) Cooperative Performance Analysis Based On Method Balanced Scorecard Case Study at KPRI Jaya, Dawarblandong, Mojokerto. Undergraduate thesis, Untag 1945 Surabaya.

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Abstract

Performance measurement is needed by the company in order to evaluate and improve performance. One method of measuring performance is the Balanced Scorecard method with using four perspectives, namely financial perspective, customer perspective, internal business processes, and learning and growth perspectives. This research was conducted at the Indonesian Civil Servant Cooperative KPRI Jaya. Objective The purpose of this research is to determine the performance of the KPRI Jaya cooperative based on the method Balanced Scorecard. The data used in this study is primary data. Method The data analysis used in this study uses four perspectives, namely: financial perspective using profitability ratio analysis, customer perspective using customer retention and customer satisfaction, internal business process perspective using internal business process stages including innovation, operation and service processes after-sales, and learning and growth perspectives using employee productivity and employee satisfaction. The results of the study indicate that the performance of KPRI Jaya, Dawarblandong, Mojokerto seen from: 1) Financial Perspective based on the calculation of the three ratios, namely NPM, ROA, and ROE decreased in 2016-2018. 2) customer perspective shows poor results measured through customer retention but the level of satisfaction customer is very satisfied. 3) In the Internal Business Process Perspective shows results which is not good because the innovation process and after-sales service process have not met criteria on the Balanced Scorecard. 4) Learning and Growth Perspective shows good results due to the level of employee productivity in 2016-2018 experienced a significant increase and the results of the employee satisfaction questionnaire were satisfied.

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