Title: DESIGN OF A PERFORMANCE MEASUREMENT SYSTEM IN THE INFORMATION TECHNOLOGY DEPARTMENT USING THE 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 was able to maintain its business for 17 years. However, by looking at the increasingly rapid turbulence of the Macro Environment, of course all business entities must be able to adapt strictly to their environment. The Brooking Institute is a research institution in America which says that currently 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 being tangible to intangible. The real form of intangible assets in an organization includes "Strategy". Likewise, PT Starting with the stages of planning, executing and even monitoring the strategy has been carried out. The problem is whether the methodology for executing and monitoring the strategy is adequate, this is a problem for the author. However, it should be remembered that PT The existing IT division still does not feel its contribution to providing support to other divisions. Apart from that, the level of success of the IT division's performance cannot yet be measured because there is no 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 research was obtained through interview and questionnaire methods. Next, the weighting of the IT division KPIs is 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 research results show that the top ranking comes from a Customer Orientation perspective, so companies or IT divisions in particular are expected to pay more attention to customer service issues. Continuous improvement of the existing service desk, so that it can provide faster and more efficient service. Improvements to the internal processes of the IT division also need to be carried out, by making long-term and short-term plans for the development and improvement of the company's IT and IS infrastructure as well as existing IT governance. And it is necessary to create an employee development program, so that employees with sufficient IT competence 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/
