Main Article Content

Abstract

The research was administrated in PT Duta Putra Lexindo  City of Pangkalpinang and was conducted from November 2017 to February 2018.The purpose of this research is to analyze PT Duta Putra Lexindo performance by using a contemporary management instrument, namely Balanced ScoreCard, consisting of ; a). Financial Perspective, b).Customer Perspective, c). Internal Business Process Perspective, and d). Learning and Growth Perspective. The population of this research is customers and employees of PT Duta Putra Lexindo, which is after the calculation with random sampling method, the sample consists of 26 customers and 56 employees. In other words the total of sample of this research is 82 respondents.

This research uses qualitative and quantitative method by using a measuring instruments that is questionnaire and also uses a Multi Attributes Model to determine the level of satisfaction; Customers and Employees, and also to measure innovation process, operation, and after sales service related to internal business process.The results of this research shows that; 1). Financial Perspective shows quite good results because 2 of 5 ratios have decreased significantly in the last 5 years, 2). Customer Perspective as measured from market share shows good result, but measured from customer retention and customer satisfaction shows less good results. In other words customers are not satisfied with the service of PT Duta Putra Lexindo, 3). Internal Business Process shows good management performance as well as Learning and Growth Perspective.

Based on the results, the company must improve performance by re-measuring financial instruments and paying more attention to customer satisfaction. Over all, performance of PT Duta Putra Lexindo shows a Balanced Performance by coefficient of 0,36 which can also be explained that the result of Balanced ScoreCard Analyzed is in “Pretty Good” condition.

Keywords

Balanced Scorecard Bottled Water Company Multi Attributes Model Company Performances

Article Details

Author Biographies

Novianti Novianti, STIE-IBEK

Mahasiswa Prodi Akuntansi

Nelly Astuti, STIE-IBEK

Dosen STIE-IBEK

Medinal Medinal, STIE-IBEK

Dosen STIE-IBEK

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