Organizational Performance Evaluation using Balanced Scorecard At PT Unisia Polifarma Yogyakarta

Shily Rahmatika Amna, Prof. Dr. apt. Chairun Wiedyaningsih, M.Kes., M.App.Sc; Dr. Bondan Ardiningtyas, M.Sc

2025 | Tesis | Magister Manajemen Farmasi

Pharmacy retail is one of very competitive industry in Indonesia. Based on the minister of health of the republic of Indonesia, the number of pharmacies amounted 30199 pharmacies, 9752 drug stores, 3533 medical device distributors. Not only competitive industry, pharmacy retail sector also recognized as one of the highly regulated-industry. Community pharmacists should re-evaluate and determine appropriate pharmacy management strategies in an effort to improve pharmacy performance. Evaluation can be done by measuring performance. This study aims to measure of organizational performance using balanced scorecard approach. 

This study uses non experimental study design, qualitative descriptive method, to evaluate organizational performance using primary and secondary data. The primary data comes from semi-structured interview with managers and directors of PT Unisia Polifarma. The secondary data uses financial report, prescription, and customer satisfaction data for 2021 to 2023. This study is intended to conduct after receiving ethical clearance, within 1-2 months period of collecting data.

The evaluation results show that PT Unisia Polifarma has a fluctuating company performance over the past 3 years, from 2021 to 2023. The main indicator of the financial perspective used by the company is the net profit margin, with the acquisition of 2.44%, 3.83% and 0.6% respectively. The evaluation results of the customer perspective refer to the value of customer satisfaction with a score> 4 which indicates that customers are satisfy on the services provided with the highest value in the empathy aspect. Furthermore, from the internal business process perspective, it shows good service speed performance, but has a high frequency of rejection. Furthermore, from the learning and growth perspective, it shows that the percentage of employees who are trained is low, and no assessment has been made of employee satisfaction and motivation. However, the company has a good work culture, which refers to the company's vision and mission and is supported by adequate information technology capital. 

Pharmacy retail is one of very competitive industry in Indonesia. Based on the minister of health of the republic of Indonesia, the number of pharmacies amounted 30199 pharmacies, 9752 drug stores, 3533 medical device distributors. Not only competitive industry, pharmacy retail sector also recognized as one of the highly regulated-industry. Community pharmacists should re-evaluate and determine appropriate pharmacy management strategies in an effort to improve pharmacy performance. Evaluation can be done by measuring performance. This study aims to measure of organizational performance using balanced scorecard approach. 

This study uses non experimental study design, qualitative descriptive method, to evaluate organizational performance using primary and secondary data. The primary data comes from semi-structured interview with managers and directors of PT Unisia Polifarma. The secondary data uses financial report, prescription, and customer satisfaction data for 2021 to 2023. This study is intended to conduct after receiving ethical clearance, within 1-2 months period of collecting data.

The evaluation results show that PT Unisia Polifarma has a fluctuating company performance over the past 3 years, from 2021 to 2023. The main indicator of the financial perspective used by the company is the net profit margin, with the acquisition of 2.44%, 3.83% and 0.6% respectively. The evaluation results of the customer perspective refer to the value of customer satisfaction with a score> 4 which indicates that customers are satisfy on the services provided with the highest value in the empathy aspect. Furthermore, from the internal business process perspective, it shows good service speed performance, but has a high frequency of rejection. Furthermore, from the learning and growth perspective, it shows that the percentage of employees who are trained is low, and no assessment has been made of employee satisfaction and motivation. However, the company has a good work culture, which refers to the company's vision and mission and is supported by adequate information technology capital. 

Kata Kunci : Organizational performance measurement, balanced scorecard, Pharmacy