Analisis Kinerja Rumah Sakit Santo Antonius Jopu di Ende-Nusa Tenggara Timur dengan Metode Balanced Scorecard dan SWOT

ARAN, Maria Goretti (2022) Analisis Kinerja Rumah Sakit Santo Antonius Jopu di Ende-Nusa Tenggara Timur dengan Metode Balanced Scorecard dan SWOT. Masters thesis, Universitas Katolik Widya Mandira Kupang.

	Text ABSTRAK.pdf Download (273kB)
	Text BAB I.pdf Download (178kB)
	Text BAB II.pdf Restricted to Repository staff only Download (281kB) | Request a copy
	Text BAB III.pdf Restricted to Repository staff only Download (145kB) | Request a copy
	Text BAB IV.pdf Restricted to Repository staff only Download (329kB) | Request a copy
	Text BAB V.pdf Download (241kB)

Abstract

The research objectives are 1. To find out the performance of Santo Anthony's Jopu Hospital based on the balanced scorecard method in a financial perspective. 2. Knowing the performance of St. Antonius Jopu Hospital based on the balanced scorecard method from a customer perspective. 3. Knowing the performance of St. Antonius Jopu Hospital based on the balanced scorecard method in the perspective of internal business processes. 4. Knowing the performance of St. Anthony's Hospital Jopu based on the balanced scorecard method in the perspective of learning and growth. This type of research is qualitative research with a sample of 15 informants selected by purposive sampling technique. The informants consisted of five inpatients, 5 control patients and 5 workers at Santo Antonius Jopu Hospital, who already knew the situation and conditions of this hospital. The analytical tools used are descriptive, balanced scorecard and SWOT. The types of data in this research are primary and secondary data with data collection techniques using interviews, observation, and documentation. The results of the analysis show that the financial perspective for economic ratios with a value of less than 100% (economical) and efficiency ratios with a value of less than 100% (very efficient) the effectiveness ratio obtains a value of less than 100% or not effectiveness. For the customer perspective there are five variables (market share, customer acquisition is still less than 15%/year, customer retention has not reached the target of 90% or is still low, customer satisfaction has reached a standard of 95% and customer profitability is still lacking. Internal business process perspective, variable Innovative Process is lacking, Operational Process including waiting time of more than 1 hour and service indicators (BOR, LOS and TOI) do not meet the Ministry of Health standards, while the after-sales service process is quite good Learning and growth perspective there are variables of worker capability, information system capability and climate good organization SWOT analysis shows the results X = 1.66 and Y = 1.5 (positive, positive) in quadrant 1 with an aggressive strategy means a profitable situation where St. Antonius Jopu Hospital has opportunities and strengths so that it can take advantage of existing opportunities and strengths .Based on the results of this study, it can be recommended to the leadership of the Santo Antonius Jopu Hospital, to work more to take advantage of existing opportunities and strengths, to bring in permanent specialists, to increase hospital promotions, to improve pastoral care services, to increase the socialization of organizational culture to all hospital staff.

Actions (login required)

View Item