Analysis of hospital performance measurement using performance prism method

Abstract

A good performance measurement should measure all aspects of the stakeholders, including investors, customer, employees, suppliers, regulators and communities. Performance prisms are one of performance measurement methods that assess all aspects of stakeholders. A hospital which has established in Makassar is such organization that used conventional performance measurement. It conducted performance measurement based on only the financial aspect, while the others less noticed. This study applies performance prism that supported by Analytical Hierarchy Process (AHP) as weighting system and integrated of objectives matrix (OMAX) and traffic light systems as scoring systems. The results obtain 99 KPIs consists of 17 investor aspects, 35 customer aspects, 16 employee aspects, 15 supplier aspects and 16 regulator and community aspects. Overall performance index is 7.9 in the yellow category that needs some improvements.