HUBUNGAN PEROLEHAN SERTIFIKASI ISO DENGAN CAPAIAN KINERJA BERBASIS BALANCED SCORECARD PADA UNIT-UNIT KERJA DI RSCM
NINA KEMALA SARI, Prof. Dr. Laksono Trisnantoro, M.Sc., Ph.D; Niluh Putu Eka PH, SKM., M.Kes
2016 | Tesis | S2 Ilmu Kesehatan MasyarakatLatar belakang: Balanced Scorecard (BSC) menjadi metode populer dalam implementasi strategi dan evaluasi kinerja, termasuk di bidang kesehatan. Namun, penelitian mengenai implementasi BSC di bidang kesehatan masih terbatas, terutama di RS Pendidikan. Organisasi pelayanan kesehatan memiliki berbagai tantangan spesifik dalam menerapkan BSC. Proses bisnis organisasi ternyata sangat berperan terhadap kinerja dan tercapainya indikator kinerja kunci. Pemahaman proses bisnis organisasi sangat berkembang pada organisasi yang mempelajari sistem manajemen mutu melalui Sertifikasi ISO. Tujuan: Penelitian ini bertujuan mengetahui hubungan antara perolehan Sertifikasi ISO dan lama Sertifikasi ISO dengan capaian kinerja berbasis BSC Metode: Penelitian ini menggunakan disaincross sectional untuk melihat hubungan perolehan Sertifikasi ISO terhadap capaian kinerja. Lokasi penelitian di RSUPN Dr. Cipto Mangunkusumo, Penelitian dilakukan pada awal tahun 2016. Seluruh unit kerja diikutkan dalam penelitian ini karena memenuhi kriteria inklusi. Hasil dan pembahasan: Kinerja berbasis BSC pada unit-unit tersertifikasi ISO berbeda bermakna secara substansi pencapaian dengan unit-unit kerja yang tidak tersertifikasi ISO dimana hampir 100% memperoleh IKU 1.Unit-unit kerja yang tidak tersertifikasi ISO hanya 86,8% yang memiliki IKU 1. In 2015, ISO Certification positively influenced the achievement of BSC-based performance in RSCM in overall unit performance. There is better trend inKPI achievement for each BSC Perspective, eventhough not substansially significant. Sertifikasi ISO juga berpengaruh positif terhadap capaian KPI untuk masing-masing Perspektif BSC. Lama Sertifikasi ISO berpengaruh positif terhadap capaian kinerja unit secara keseluruhan. Lama Sertifikasi ISO minimal telah satu periode hingga dua periode meningkatkan capaian rata-rata KPI dari Perspektif BPI, Pelanggan dan Perspektif Finansial. Pergantian pimpinan baru unit kerja atau pergantian personel unggulan mempengaruhi capaian KPI Perspektif LG pada unit kerja yang telah lama tersertifikasi ISO, sementara KPI Perspektif BPI, Pelanggan, dan Finansial tetap meningkat bila mendapatkan drive yang cukup besar melalui Akreditasi KARS dan JCI.
Background: Balanced Scorecard (BSC) has been frequently used in implementing performance strategy and evaluation, including in healthcare sector. However, studies regarding the implementation of BSC in healthcare sector, especially in teaching hospitals, are still limited. Healthcare organizations face a range of specific challenges in implementing BSC. Organizational business process has a significant influence in performance and achievement of key performance indicators. Advanced understanding of organizational business process is significantly developed in organizationslearning quality management system through ISO Certification. Objective: This study aims to identify the relationship between ISO Certification attainment and BSC-based performance achievement. Method: This is a cross-sectional study to identify the relationship between ISO Certification attainment and performance achievement. The study was conducted in RSUPN Dr. Cipto Mangunkusumo in early 2016. Every working unit fulfilled the inclusion criteria and was included in the study. Result and discussion: We found substantially significant difference between BSC-based performance of ISO-certified units and non-ISO-certified units, with ISO-certified units showed almost 100% achievement of Unit Performance Index (UPI)of 1. Only 86.8% of non-ISO-certified units achieved UPI of 1. We also found that ISO Certification had positive influence to KPI achievement for each of BSC Perspectives. Duration of ISO Certification had positive influence to overall unit performance achievement. Duration of ISO Certification of at least one to two periods increased average achievement of KPIs for Internal BussinessProcess (IBP), Customer, and Financial Perspectives. Changes in a working unit's leadership or prominent personnel showed influence to KPIs achievement for Learning &Growth Perspective in units that had been ISO-certified for a long period of time, while KPIs for IBP, Customer and Financial Perspectives increased upon major drive through KARS and JCI accreditations
Kata Kunci : ISO Certification, Unit Performance Index (UPI) Score, ISO Certification Duration, KPI achievement in LG Perspective, KPI achievement in IBPPerspective, KPI achievement in Customer Perspective, KPI achievement in Financial Perspective
