PENERAPAN BALANCED SCORCECARD UNTUK MENINGKATKAN KINERJA BANK MANDIRI CABANG TELUK BETUNG

Abstract

This study aimed to analyze the implementation of the Balanced Scorecard as a
performance measurement in Telok Betong branch of Mandiri Bank. This study using descriptive
statistics methods of 4 (four) relevant measurement, that are: 1. financial perspective, using ROA
dan ROE, 2. Customer perspective with Customer Retention, Customer Acquistion and Customer
Satisfaction Index. 3. Internal business process perspective measured using Manufacturing Cycle
Efficiency (MCE). 4. Learning and Growth Perspective using Absenteeism, Employee Training and
Employee Satisfaction Indeks.
The results of this study concluded that the Balanced Scrocecard is a comprehensive
performance measurement for executives and management , laying out the strategic objectives of
the Bank in some set of performance benchmarks that are logically related to one another.
Furthermore Balanced Scorecard helps managers understand the reciprocal relationship of
the four perspectives, and functions to evaluate a wide range of activities till it can detect the activity
which led to the decline of the company's performance at the same time take corrective measures.