BALANCED SCORECARD IMPLEMENTATION IN THE GOVERNMENT HOSPITAL

Abstract

This research is about the implementation of Balanced Scorecard in the government hospital and performance achievement using the Balanced Scorecard, that proxied by four perspectives such as financial perspective, customer perspective, internal business process perspective, learning, and growth process. A quantitative descriptive approach was used in this study. The technique of collecting data used in this study was participant observation, structured interviews, semi-structured interviews, and documentation. Bali Mandara Hospital of Bali in 2018 based on the Strategic Business Plan is going well. The total of the final score of Balanced Scorecard final score of four perspectives is 65.75%. It shows a very good condition with category A. Target of the financial perspective in 2018 is 100%. Financial perspective exceeded the target with an ratio of effectiveness of 161.39%. Target for customer perspective is 90% however, the target is not achieved. Internal business processes also not achieve from 80% target. Target for learning and growth perspective is 60%. Only employee satisfaction achieved to 74.72%