Analisa Pelayanan Dan Peningkatan Kinerja Operasional Kereta Api Komuter ( Studi Kasus Kereta Api Komuter Jurusan Surabaya-Sidoarjo)

Dian, Prasetyowati (2006) Analisa Pelayanan Dan Peningkatan Kinerja Operasional Kereta Api Komuter ( Studi Kasus Kereta Api Komuter Jurusan Surabaya-Sidoarjo). Other thesis, Institut Teknologi Sepuluh Nopember Surabaya.

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Abstract

Seiring dengan bertambahnya jumlah penduduk terutama yang berdomisili di daerah sub urban serta semakin kompleksnya permasalahan transportasi yang menyebabkan tingginya tingkat kemacetan di jalan raya dan angka kecelakaan lalu lintas, maka dibutuhkan suatu sistem transportasi massal yang efisien misalnya transportasi massal berbasis rel yang saat ini sedang dikembangkan di beberapa kota besar di Indonesia. Dari pengembangan ini diharapkan masyarak:at dapat memanfaatkannya dengan baik dan pihak perusahaan selak:u penyedia jasa transportasi juga dituntut untuk selalu berusaha meningkatkan kinerja dan pelayanannya. Pengukuran kinerja secara terintegrasi merupak:an hal yang penting bagi perusahaan karena pengukuran kinerja secara tradisional dengan menggunakan akuntansi keuangan biasa sudah tidak relevan lagi dengan kondisi sekarang. Salah satu sistem pengukuran kinerja terintegrasi yang dapat membantu perusahaan dalam melakukan perbaikan kinerja adalah Performance Prism yang mengukur kinerja perusahaan dari perspektif stakeholder. Perancangan sistem pengukuran kineJja dengan model ini dilakukan dengan mengidentifikasi kepuasan dan kontribusi stakeholder, strategi, proses, dan kapabilitas perusahaan ke dalam ukuran-ukuran kineJja yaitu Key Performance Indicator ( KPI ). Dari sini dilakukan pembobotan dengan metode Analytical Hierarchi Process ( AHP ) kemudian dilanjutkan dengan scoring dan traffic light system untuk masing-masing KPI sehingga perusahaan dapat mengetahui dan menentukan dengan tepat prioritas perbaikan yang hams dilakukan. Salah satu sistem perbaikan yang dilakukan adalal1 perancangan Service Blueprint. Dari hasil pengukuran kinerja terdapat 7 KPI berwarna hijau, 9 kuning dan 10 merah. Sedangkan dari hasil pembobotan diketahui bahwa stakeholder dengan pengaruh paling besar adalah konsumen dan KPI yang memiliki pengaruh besar juga dari stakeholder konsumen tetapi secara keseluruhan kinerja perusahaan masih pada level yang kurang baik
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Along with the increasing population, especially those domiciled in suburban areas and the increasingly complex transportation problems that cause high levels of traffic congestion and traffic accidents, an efficient mass transportation system is needed, for example rail-based mass transportation which is currently being developed in several major cities in Indonesia. From this development, it is expected that the community can utilize it well and the company as a transportation service provider is also required to always strive to improve its performance and services. Integrated performance measurement is important for companies because traditional performance measurement using ordinary financial accounting is no longer relevant to current conditions. One integrated performance measurement system that can help companies improve performance is Performance Prism which measures company performance from a stakeholder perspective. The design of a performance measurement system with this model is carried out by identifying stakeholder satisfaction and contribution, strategy, process, and company capabilities into performance measures, namely Key Performance Indicators (KPI). From here, weighting is carried out using the Analytical Hierarchy Process (AHP) method, then continued with scoring and traffic light systems for each KPI so that the company can know and determine precisely the priority of improvements that must be made. One of the improvement systems carried out is the design of the Service Blueprint. From the results of performance measurements, there are 7 green KPIs, 9 yellow and 10 red. Meanwhile, from the results of the weighting, it is known that the stakeholders with the greatest influence are consumers and the KPIs that have a large influence are also from consumer stakeholders, but overall the company's performance is still at a less than good level

Item Type:	Thesis (Other)
Additional Information:	RTI 658.562 Pra a 2006
Uncontrolled Keywords:	Pengukuran Kinerja, Performance Prism, Stakeholder, Key Performance Indicator, Service Blueprint
Subjects:	H Social Sciences > HC Economic History and Conditions H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management H Social Sciences > HD Industries. Land use. Labor > HD56.25 Industrial efficiency--Measurement. Industrial productivity--Measurement. H Social Sciences > HE Transportation and Communications H Social Sciences > HE Transportation and Communications > HE311.I4 Urban transportation
Divisions:	Faculty of Industrial Technology > Industrial Engineering > 26101-(S2) Master Thesis
Depositing User:	EKO BUDI RAHARJO
Date Deposited:	07 Mar 2025 06:46
Last Modified:	07 Mar 2025 06:46
URI:	http://repository.its.ac.id/id/eprint/118953

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