Title: DESIGN OF PERFORMANCE MEASUREMENT SYSTEM IN INFORMATION TECHNOLOGY DEPARTMENT USING BALANCED SCORECARD METHOD
Author: HARY MINTARYO
Affiliations : Master of Management Science Program, Faculty of Economics and Business, Universitas Airlangga , Surabaya, Indonesia
Publisher: Universitas Airlangga
Abstract
PT. "X" as a manufacturing-based industry has been able to maintain its business for 17 years. However, considering the increasingly rapid turbulence of the Macro Environment, all business entities must be able to adapt strictly to their environment. The Brookings Institute, a research institution in America, states that today the phenomenon of company performance management has shifted from tangible to intangible assets. This means that a company's competitive advantage has begun to shift from tangible to intangible. The tangible form of intangible assets within an organization is, among others, "Strategy". Likewise, PT X, in stepping its business, strategy becomes its basis of reference. Starting from the planning stage, executing and even monitoring the strategy has been carried out. The question is whether the methodology for executing and monitoring the strategy is adequate, this is a problem for the author. However, it should be noted that PT X's current performance measurement system is only oriented towards the Financial Accounting perspective and has partially utilized information technology (IT). The existing IT division has not yet been felt to contribute to providing support to other divisions. In addition, the performance of the IT division cannot yet be measured due to the absence of a performance measurement system for this division. The research method used to measure the performance of this division is the balanced scorecard method. Data related to the research were obtained through interviews and questionnaires. Furthermore, the weighting of the IT division's KPIs was carried out using the Analytic Hierarchy Process (AHP) method. The number of respondents given the questionnaire was 3 people, consisting of 1 Manager, 1 Supervisor and 1 staff member. The results of the study obtained the top order from the Customer Orientation perspective, so the company or the IT division in particular, is expected to pay more attention to customer service issues. Continuous improvements to the existing service desk, so that it can provide faster and more efficient services. Improvements to the internal processes of the IT division are also necessary, by creating long-term and short-term plans for the development and improvement of the company's IT and IS infrastructure and existing IT governance. And an employee development program is needed, so that employees with sufficient IT competencies are obtained to support the plans of the IT division.
Keywords: Balanced Scorecard, IT Scorecard, Analytic Hierarchy Process
Sources: http://repository.unair.ac.id/37222/