PERANCANGAN PENGUKURAN KINERJA PADA PERUSAHAAN JASA

Yetty Dwi Lestari

= http://dx.doi.org/10.20473/jeba.V18I32008.4221
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Abstract


Nowadays, there is a significant increase in the number of services firms exist
bringing on tighter competitive situation. For that reason, service firms are required
to improve themselves continuously. One of the ways to do that is by measuring
performance accurately. In order to gain success in the future and survive, the
firms need to identify stakeholders’ needs and wants and to provide added value
for them. At this moment performance indicators used by car audio company are
financial performance and customer satisfaction. They’re result are not represent
all stakeholder’s satisfaction.
Therefore, it is necessary for the firms to design performance measurement system
that enable them to measure their performance comprehensively by taking five
dimensions into account, namely stakeholders’ satisfaction, stakeholders’
contribution, strategy, process, and firms’ capability by using Performance Prism
method.
Keyword : Performance measurement, Performance Prism, Stakeholder, car audio
company


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