In
the perspective of internal-business-process, managers identify critical
processes in which they must excel if they will achieve the objectives of the
shareholder and customer segments to target. Performans conventional
measurement systems focus only on monitoring and improving cost, quality, and
time is based on existing business processes. Clearly, the approach of allowing
the request to performans BSC internal process to lower the expectations of
external parties Haran particular company.Every business has a series of
processes to create value for customers and deliver financial results
baik.Balance Scorecard divide it into three models of key business processes,
namelyA. Process InnovationCompanies to be effective and efficient in the
process of innovation is more important daeipada become great in the daily
operation of the process that has been the traditional focus.2. Process
OperationsOperation process is a short wave of value creation within the
company. Beginning with the receipt of customer orders and ending with the
delivery of products or services to customers. This process focuses on the delivery
of products and services to existing customers in efissien, consistent and
timely. Related to performance measurement in the operating process are grouped
in time, quality, and cost.3. Full Service Process JournalThis process is the
customer service after the sale of products or services are performed. Journal
includes full service warranty and repair activities, changes in the product is
defective and returned, and the payment process. Companies can measure the
efforts made by it, whether it is in accordance with customer expectations, by
using measurements that are quality, cost, and time as is done operating the
preformance. In the measurement of time, the cycle starts from the moment of
customer complaints received by the company and ends when the complaint was
successfully resolved.
sumber : peneltian ilmiah "Analisis Kinerja Perusahaan
dengan Menggunakan Metode Balanced Scorecard (BSC) pada PT. Bank Rakyat
Indonesia. Tbk”
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