| dc.description.abstract | Peformance measurement is an important factor for an organization to
control implementation of the strategy. The purpose of this study was to determine
the performance of Nurul Hasanah General Hospital when measured based on
the Balanced Scorecard. This research method is a case study using primary data,
namely 1. Interview of hospital indicators 2. Observation of business and hospital
conditions and Secondary Data, namely 1. Company financial information 2.
Patient and employee data 3. Facility data. This research uses SWOT, QSPM,
KPI, and Cascading analysis. The results of this study indicate that the financial
perspective as measured by strategic objectives in the form of increasing revenue
with the results of a good hospital efficiency ratio with NPM and ROA in 2021-
2023 at Nurul Hasanah General Hospital has good performance in managing and
generating profits from assets owned. In the customer perspective, it can be
measured by customer satisfaction with hospital services with patient data in
2021-2023, it can be seen that there was an increase of 91% from 2022 and a
decrease of 10% in 2023. In the internal business perspective, it is measured by
the efficiency of inpatient services in the form of a percentage of BOR in
accordance with NHS standards and service waiting times, in 2022-2023 the
percentage of BOR has been met according to NHS standards. In the growth and
development perspective, the strategic targets carried out are increasing HR
competence through participating in training, improving HR qualifications and
developing technology-based RS SIMs that have been implemented at Nurul
Hasanah General Hospital | en_US |
