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Laporan Balanced Scorecard

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LAPORAN KINERJA PT MITRA SEJAGAD
DENGAN PENDEKATAN BALANCED SCORECARD

|Perspektif |Key Performance Indicators (KPI) |Keterangan |
|KEUANGAN |Sales (Penjualan) |Mulai tahun 2003 sampai dengan tahun 2007 penjualan yang terjadi sudah |
| | |memenuhi target sesuai yang telah direncanakan dan dari tahun ke tahun |
| | |mengalami peningkatan penjualan. Perbandingan penjualan dapat dilihat pada|
| | |Tabel 1. |
| |Return On Investment (ROI) |ROI sudah mengalami peningkatan hingga mendekati target 24% per tahun pada|
| | |tahun ke-3, namun karena adanya penambahan 4 toko pada tahun 2006 |
| | |menjadikan ROI turun. Perbadingan fluktuasi ROI dapat dilihat pada Tabel |
| | |1. |
|PELAYANAN PELANGGAN |Tingkat kepuasan pelanggan |Hasil kuesioner pelanggan dengan model skala 1 – 4 (sangat tidak puas-STP,|
| |terhadap kualitas produk |tidak puas-TP, puas-P, sangat puas-SP) menunjukkan peningkatan. Dari yang |
| | |menjawab P & SP pada tahun 2003 sampai dengan tahun 2007, seperti yang |
| | |tertulis pada Tabel 2. |
| | |Jumlah pelanggan dari tahun ke tahun semakin meningkat. (Tabel 3) |
| |Tingkat kinerja dari mystery |Nilai kinerja (skala 0 – 100) dari mystery shoppers menunjukkan |
| |shopper |peningkatan, seperti yang tercantum pada Tabel 2. Mystery Shopper adalah |
| | |alat yang digunakan oleh perusahaan riset pasar untuk mengukur kualitas |
| | |layanan pelanggan atau mengumpulkan informasi spesifik tentang produk dan |
| | |layanan. |
|PROSES BISNIS INTERNAL |Tingkat kecepatan pelayanan obat |Pada tahun 2005, Divisi mencoba meningkatkan pelayanannya dengan menambah |
| | |karyawan bagian obat/apoteker 1 orang per toko. Hasilnya bisa meningkatkan|
| | |kecepatan pelayanan obat dari tahun 2004. Dapat dilihat pada Tabel 4. |
| |Inovasi bisnis dan operasi |Membuat kartu pelanggan individual yang akan memberikan fasilitas diskon |
| | |(untuk beberapa jenis obat) dan beberapa hadiah menarik lainnya. |
| | |Toko obat dibuat semenarik mungkin, ruang tunggu yang nyaman dan bersih |
| | |(diberi fasilitas AC), fasilitas air mineral gratis, dan motto “Senyumku |
| | |Senyum Pelangganku” |
| | |Memberikan beberapa fasilitas diantaranya termin pembayaran, diskon, dan |
| | |fasilitas antar, kepada perusahaan, klinik, dokter, dan beberapa apotik |
| | |kecil. |
| |Hubungan dengan supplier |Rekanan toko obat MITRA SEHAT yang paling dominan adalah divisi trading |
| | |obat “MITRABAT” (salah satu divisi dari PT MITRA SEJAGAD). Toko tidak bisa|
| | |membeli ke supplier lain, kecuali jika obat tersebut tidak ada. Toko obat |
| | |Mitra Sehat menjadi toko obat terlengkap no-1 s.d. 2 di kota domisili pada|
| | |tahun 2007, dikarenakan peningkatan jumlah supplier dari tahun ke tahun |
| | |seperti yang tercantum pada Tabel 4. |
|PEMBELAJARAN DAN PERTUMBUHAN |Melakukan seleksi calon karyawan |Semua karyawan telah menjalani seleksi secara ketat dan menjalani masa |
| |secara ketat dan memberikan |training selama 3 bulan untuk kemudian dikontrak selama 1 tahun. Apabila |
| |training |dalam 1 tahun menunjukkan performa yang positif akan diangkat menjadi |
| | |pegawai tetap. Pada tahun 2007, semua karyawan sudah pegawai tetap. |
| |Penilaian kinerja karyawan |Hasil rating kinerja menunjukkan peningkatan yang menggembirakan dengan |
| | |indeks kinerja individual (IPM) rata-rata memuaskan, terlampir pada Tabel |
| | |5. |
| |Mengikutsertakan karyawan dalam |Divisi selalu mengikutkan training farmasi secara rutin kepada kepala toko|
| |training dan pelatihan secara |dan apoteker/stok setiap tahun dengan biaya rata-rata Rp 2,5 juta per |
| |rutin |karyawan, yang bertujuan menjaga agar wawasan terhadap obat selalu update.|

LAMPIRAN
TABEL 1

TABEL 2

TABEL 3
|Tipe |2003 |2004 |2005 |2006 |2007 |
|Individual* (orang) |11.955 |12.364 |12.999 |16.553 |17.421 |
|Perusahaan (non-klinik) |34 |41 |51 |67 |78 |
|Apotik |21 |21 |23 |27 |33 |
|Klinik |29 |31 |32 |36 |40 |
|Dokter |75 |80 |84 |95 |105 |
|*15%-nya adalah pelanggan tetap |

TABEL 4

TABEL 5

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