PERFORMANCE MEASUREMENT USING BALANCED SCORECARD ANALYSIS: A CASE STUDY OF PT SURYASANA INDAH

Abstract

The purpose of this research is to measure the performance of the company using the financial and non - financial aspects of the Balanced Scorecard. This helps the company determine the overall condition of the company , both financially and non - financially , in order to prepare a strategic decision to make corrections in unfavorable aspects. Two types of data are collected in this research. The qualitative data are collected from questionnaires distributed to the employees and customers of PT. Suryasana Indah , while the quantitative data come in the forms of financial ratio and company reports. From a population of 115 employe es, 90 employees are selected as samples by means of Slovin formula. Additionally, 21 consumers are selected as samples using saturated sampling. After some validity and reliability tests, the questionnaires are declared as valid. Each of the four aspects of the Balanced Scorecard has a balanced weight of 25%. The analysis tools used include Financial Aspects (Profit, ROE, ROA, TATO, Revenue Growth), Customer Aspects (Customer Retention, Number of Complaints, Customer Acquisition, Customer Profitability, Customer Satisfaction Index), Internal Business Processes Aspects (Accomplished Complaints, Lost Items, Repair Rate), and Learning and Growth Aspects ( Employee Turnover, Absenteeism, Training, Accident s , Employee Satisfaction Index). Research results suggest that PT. Suryasana Indah performs well in general (72.2%) with 60% Financial Perspective, 80% Customer Perspective, 66.6% Internal Business Process Perspective, and 80% Learning and Growth Perspective. The company is expected to maintain and improve its g ood performance and improve its poor performance