Perancangan Sistem Pengukuran Kinerja Menggunakan Framework Balanced Scorecard Pada Hotel Merdeka Madiun

Amadhy, Vita Nindyawati (2020) Perancangan Sistem Pengukuran Kinerja Menggunakan Framework Balanced Scorecard Pada Hotel Merdeka Madiun. Undergraduate thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

Perkembangan bisnis perhotelan di Indonesia mengalami peningkatan yang cukup baik beberapa tahun terakhir seperti di Kota Madiun. Hotel Merdeka merupakan hotel tertua dengan bintang tiga di Kota Madiun. Saat ini tingkat okupansi dan google rating dari Hotel Merdeka Madiun menunjukkan tingkat yang paling rendah diantara para kompetitornya. Menghadapi bisnis perhotelan yang semakin kompetitif menjadikan Hotel Merdeka harus responsif dan adaptif menghadapi segala perubahan yang ada agar dapat bersaing. Salah satu aktivitas yang dapat dilakukan perusahaan yaitu dengan mengukur kinerja perusahaan untuk menilai keberhasilan dan menjadi dasar dalam mengevaluasi hasil kinerja. Penelitian ini bertujuan untuk merancang sistem pengukuran kinerja berbasis Balanced Scorecard. Pengumpulan data pada penelitian ini dilakukan dengan cara wawancara kepada expert judgement. Pada penelitian ini data akan diolah menggunakan Analytical Hierarchy Process (AHP). Dari hasil penelitian ini,didapatkan 18 sasaran strategis dan 29 Key Performance Indicator (KPI). Bobot perspektif yang paling tinggi adalah perspektif financial, kemudian disusul perspektif customer, internal business process, dan learning and growth. KPI dengan bobot tertinggi pada perspektif financial dan customer yaitu Cost per Occupancy Rate (CPOR) dan peningkatan jumlah media pemasaran. Sedangkan KPI dengan bobot tertinggi pada perspektif internal business process dan learning and growth adalah jumlah SOP yang dirancang dan nilai kepuasan karyawan. ============================================================= The development of the hotel business in Indonesia has increased quite well in recent years, such as in the city of Madiun. Hotel Merdeka is the oldest hotel with three stars in the City of Madiun. At present the occupancy and google rating of the Merdeka Madiun Hotel shows the lowest level among its competitors. Facing an increasingly competitive hospitality business makes Hotel Merdeka must be responsive and adaptive to face all the changes that exist in order to compete. One of the activities that companies can do is to measure company performance to assess success and be the basis for evaluating performance results. This study aims to design a performance measurement system based on the Balanced Scorecard. Data collection in this study was conducted by interviewing the expert judgment. In this study the data will be processed using the Analytical Hierarchy Process (AHP). From the results of this study, 18 strategic objectives and 29 Key Performance Indicators (KPI) were obtained. The highest perspective weights are financial perspective, then followed by customer perspective, internal business process, and learning and growth. The KPI with the highest weight in the financial and customer perspective is Cost per Occupancy Rate (CPOR) and an increase in the number of marketing media. Whereas the KPI with the highest weighting from the perspective of internal business process and learning and growth is the number of SOPs designed and the value of employee satisfaction.

Item Type: Thesis (Undergraduate)
Uncontrolled Keywords: Balanced Scorecard, KPI, Hotel Merdeka, strategi, sasaran strategis Balanced Scorecard, KPI, Hotel Merdeka, strategy, strategy objective
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
H Social Sciences > HD Industries. Land use. Labor > HD30.28 Planning. Business planning. Strategic planning.
Divisions: Faculty of Creative Design and Digital Business (CREABIZ) > Business Management > 61205-(S1) Undergraduate Thesis
Depositing User: Vita Nindyawati Amadhy
Date Deposited: 13 Aug 2020 04:07
Last Modified: 13 Aug 2020 04:07
URI: https://repository.its.ac.id/id/eprint/77892

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