THE PERFORMANCE MEASUREMENT USING DESIGNED BALANCE SCORECARD IN PT MEDIA TELEKOMUNIKASI MANDIRI (MTM)

Abstract

Every company has their own strategies in order to achieve company’s vision and mission, while to know whether company’s strategies already being achieved or not, the company needs a tool to measure company’s performance. Generally, company does performance evaluation only based on their financial information but it is better if company does performance evaluation both in financial sector and non financial sector (operational sector). Therefore, the researcher tries to design a concept of performance evaluation which is Balance Scorecard that measure the performance of the company from four perspective, which are learning & growth perspective, internal business process perspective, customer perspective, and financial perspective. There are three purposes of this research, which are to know PT Media Telekomunikasi Mandiri (MTM)’s performance if using Balance Scorecard approach that designed by the researcher. Second, give an alternative system for company’s performance evaluation besides traditional performance evaluation that can make management understand about whole company’s performance appropriately based on performance measurement in each perspective of Balance Scorecard. Third is increasing information value for management of company if company’s performance measured by Balance Scorecard concept. This research is used both qualitative and descriptive quantitative. Descriptive quantitative means use primary data that conducted by questionnaire, survey of employee’s satisfaction. While qualitative method, the researcher do field research to get information such as company’s financial statement, also do inquiries with the management of company to know information about customer acquisition, details of customer’s complaints, employee retention, company’s innovation, and details of defect product. In order to know what are aspects in PT Media Telekomunikasi Mandiri (MTM) as considerations of performance measurement in design each perspective of Balance Scorecard. The result shows that PT Media Telekomunikasi Mandiri (MTM) is possible to implement Balance Scorecard approach and it is important to consider operational aspect of the company and not only financial aspect of the company to measure the company’s performance evaluation.