Upaya mengatasi kendala dalam implementasi malcolm baldrige criteria for performance excellence :: Studi kasus di Divisi Internasional PT Bank Negara Indonesia (Persero) Tbk

KARTIKA, Irawan Sri, B.M.Purwanto, Dr., MBA

2008 | Tesis | S2 Magister Manajemen

Malcolm Baldrige Criteria for Performance Excellence (MBCfPE) adalah metode pengukuran kinerja organisasi yang komprehensif, unggul dan berorientasi ke kualitas secara total yang mencakup proses dan hasil. Proses assessment mencakup tujuh kriteria meliputi: Leadership, Strategic Planning, Customer and Market Focus, Measurement, Analysis and Knowledge Management, Human Resources, Process Management and Business Result. . Bagi PT. Bank Negara Indonesia (Persero) Tbk metode pengukuran dengan MBCfPE adalah hal yang relatif baru dan penerapannya masih terbatas di semua divisi di kantor pusat (tiga kali implementasi). Hasil assessment MBCfPE berupa opportunities for improvement (OFI) ditindaklanjuti sehingga terjadi perbaikan kualitas baik proses maupun hasil. Sebagai hal baru yang membawa banyak perubahan maka dalam implementasinya menghadapi banyak kendala, sebagaimana yang terjadi di Divisi Internasional BNI yang menjadi obyek penelitian. Penelitian ini bertujuan mengidentifikasi kendala apa saja yang muncul dalam implementasi MBCfPE di Divisi Internasional BNI, upaya yang dilakukan untuk mengatasi kendala dan keefektifan upaya dimaksud. Identifikasi dilakukan di setiap tahapan implementasi yang terbagi menjadi 4 (empat) tahap yakni: pra implementasi, penulisan dokumen aplikasi assessment, proses assessment dan tindak lanjut hasil assessment. Penelitian ini merupakan participant observation karena peneliti terlibat aktif di dalam implementasi MBCfPE. Dari hasil penelitian secara garis besar kendala yang muncul terbagi menjadi dua yakni struktural misalnya belum adanya lembaga yang khusus bertanggung jawab terhadap implementasi, dan non struktural yang berkaitan dengan sumberdaya manusia seperti resistensi pegawai dan komitmen yang kurang dari pegawai maupun pimpinan. Beberapa upaya dapat efektif mengatasi kendala, namun ada pula kendala yang sulit diatasi. Tahap tersulit yang dihadapi dalam implementasi adalah pada saat penulisan dokumen aplikasi.

Malcolm Baldrige Criteria for Performance Excellence (MBCfPE) is a method measurement of organizational performance which assumed comprehensive, exceed and orient to the quality of process and result. Measured seven criterions, not merely business result but also entire/all aspect cover: Leadership, Strategic Planning, Customer and Market Focus, Measurement, Analysis and Knowledge Management, Human Resources and Process Management. For PT. Bank Negara Indonesia (Persero) Tbk measurement method with MBCFPE is matter which relatively new and the implementation still limited to all divisions in head office (third implementation). The Result of assessment MBCfPE in the form of opportunities for improvement (OFI) to be followed up so the quality of process and result would improve. As new matter which brings many changes hence in the implementation of facing many obstacles, as that happened in International Division of BNI whose becoming object of this research. This research aims to identify obstacles any kind of which emerges in implementation of MBCFPE, effort done/conducted to overcome obstacles and effectiveness of such effort. Identification was conducted in each phases of implementation which divided become 4 (four phases) namely: pre-implementation, writing of assessment application document, assessment process and follow-up the result of assessment. This is a participant observation research since researcher actively participates in MBCfPE implementation. This research found that generally the obstacles divided in two: structural and non structural. Structural for example there is no special department hold responsible to implementation, and non structural related to human resources aspect. Employee Resistance and low commitment of the leader are non structural obstacles. Some efforts can effective overcome the obstacles, but is also obstacles which is difficult to be overcome. The most difficult phase which faced in implementation is at the time of writing of application document.

Kata Kunci : Malcolm baldrige criteria for performance excellence,Kendala implementasi, Malcolm Baldrige Criteria for Performance Excellence, Implementation Obstacles