Design of a Performance Measurement System Based on Balanced Scorecard (BSC) at Harmoni Pet Care Veterinary

Mahindra, Adinda Putri (2026) Design of a Performance Measurement System Based on Balanced Scorecard (BSC) at Harmoni Pet Care Veterinary. Other thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

Industri veteriner di Indonesia mengalami pertumbuhan yang pesat seiring berkembangnya fenomena pet economy boom, dengan proyeksi nilai pasar mencapai USD 7,6 miliar pada tahun 2036. Jawa Timur memiliki tingkat kepemilikan kucing tertinggi di Indonesia, namun kota-kota besar seperti Surabaya menghadapi tingkat saturasi pasar yang tinggi dengan lebih dari 40 klinik hewan beroperasi dalam radius 5 kilometer dari Harmoni Pet Care. Meskipun memiliki potensi klinis yang baik, Harmoni Pet Care mengalami penurunan pendapatan sebesar 19% pada tahun 2025 akibat meningkatnya persaingan antarklinik hewan serta belum memiliki sistem pengukuran kinerja yang terstruktur untuk menyelaraskan operasional harian dengan rencana ekspansi strategis tahun 2027-2031. Oleh karena itu, penelitian ini bertujuan merancang sistem pengukuran kinerja yang komprehensif guna mendukung penyelarasan strategi pada seluruh tingkatan organisasi. Penelitian diawali dengan formulasi strategi yang terdiri atas Tahap Input, Matching, dan Decision. Hasil analisis internal dan eksternal mengidentifikasi 8 kekuatan, 7 kelemahan, 6 peluang, dan 7 ancaman. Nilai Internal Factor Evaluation (IFE) sebesar 2,401 dan External Factor Evaluation (EFE) sebesar 3,022 menempatkan klinik pada Sel II (Grow and Build) dalam Matriks Internal-External (IE). Melalui Quantitative Strategic Planning Matrix (QSPM) yang didukung oleh prinsip Pareto untuk menentukan prioritas strategi, tema strategi Market Penetration dipilih sebagai strategi utama, dengan pengembangan strategic roadmap dan sistem pengukuran kinerja yang memperoleh Total Attractiveness Score (TAS) tertinggi sebesar 3,1655. Berdasarkan strategi yang terpilih, dirancang Balanced Scorecard (BSC) yang terdiri atas 8 Sasaran Strategis Korporat dan 18 Indikator Kinerja Utama (Key Performance Indicators/KPI) yang tersebar pada empat perspektif. Pembobotan menggunakan Analytical Hierarchy Process (AHP) menunjukkan bahwa perspektif Finansial (40,5%) dan Pelanggan (34,1%) merupakan prioritas strategis utama, sedangkan indikator Return on Investment (ROI) memperoleh bobot global tertinggi sebesar 0,225. Untuk mendukung implementasi sistem yang diusulkan, dilakukan analisis jabatan guna menyusun Deskripsi Kerja (Job Description) dan Spesifikasi Kerja (Job Specification) sebagai dasar penurunan (cascading) KPI korporat ke tingkat divisi, supervisor, dan individu melalui Personal Balanced Scorecard (PBSC). Kerangka yang diusulkan memberikan pendekatan yang terstruktur dan berbasis data untuk menyelaraskan strategi organisasi dengan kinerja operasional, mendukung evaluasi kinerja yang objektif, serta meningkatkan daya saing klinik di tengah persaingan industri veteriner yang semakin kompetitif.
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The veterinary industry in Indonesia is experiencing rapid growth driven by the pet economy boom, with the market projected to reach USD 7.6 billion by 2036. East Java records the highest cat ownership rate in the country. However, cities such as Surabaya face intense market saturation, with more than 40 veterinary clinics operating within a 5-kilometer radius of Harmoni Pet Care. Despite its clinical potential, Harmoni Pet Care experienced a 19% decline in revenue in 2025 due to increasing competition among veterinary clinics and lacked a structured performance measurement system to align daily operations with its strategic expansion plan for 2027-2031. Therefore, this study aims to design a comprehensive performance measurement system that supports strategic alignment across all organizational levels. The study began with strategy formulation consisting of the Input, Matching, and Decision stages. Internal and external analyses identified 8 strengths, 7 weaknesses, 6 opportunities, and 7 threats. The Internal Factor Evaluation (IFE) score of 2.401 and External Factor Evaluation (EFE) score of 3.022 positioned the clinic in Cell II (Grow and Build) of the Internal-External (IE) Matrix. Using the Quantitative Strategic Planning Matrix (QSPM), supported by the Pareto principle for strategy prioritization, Market Penetration was selected as the primary strategic theme, with the development of a strategic roadmap and performance measurement system achieving the highest Total Attractiveness Score (TAS = 3.1655). Based on the selected strategy, a Balanced Scorecard (BSC) comprising 8 Corporate Strategic Objectives and 18 Corporate Key Performance Indicators (KPIs) was developed across four perspectives. The Analytical Hierarchy Process (AHP) was applied to determine strategic priorities, revealing that the Financial (40.5%) and Customer (34.1%) perspectives received the highest weights, while Return on Investment (ROI) obtained the highest global weight (0.225). To support the implementation of the proposed system, a comprehensive job analysis was conducted to develop formal Job Descriptions and Job Specifications as the basis for cascading corporate KPIs to the divisional, supervisor, and individual levels through the Personal Balanced Scorecard (PBSC). The proposed framework provides a structured and data-driven approach to align organizational strategy with operational performance, facilitate objective performance evaluation, and strengthen the clinic’s competitiveness in a highly saturated veterinary market.

Item Type:	Thesis (Other)
Uncontrolled Keywords:	Formulasi Strategi, Pengukuran Performansi, Balanced Scorecard (BSC), Job Analysis, Personal Balance Scorecard (PBSC), Strategy Formulation, Performance Measurement, Balanced Scorecard (BSC), Job Analysis, Personal Balanced Scorecard (PBSC).
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD58.93 Balanced scorecard
Divisions:	Faculty of Industrial Technology and Systems Engineering (INDSYS) > Industrial Engineering > 26201-(S1) Undergraduate Thesis
Depositing User:	Adinda Putri Mahindra
Date Deposited:	01 Aug 2026 02:11
Last Modified:	01 Aug 2026 02:11
URI:	http://repository.its.ac.id/id/eprint/141161

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