IMPLEMENTATION OF PERFORMANCE MANAGEMENT AT KARAWANG GENERAL HOSPITAL

Abstract

This study aims to measure the performance of Karawang General Hospital using the Balanced Scorecard approach. The performance measurement is divided into four perspectives: financial, learning and growth, internal business processes, and customer perspective. The research utilizes both primary and secondary data from the years 2021 to 2022. The results indicate that, overall, the performance of Karawang General Hospital is categorized as healthy. The financial perspective shows positive outcomes, as evidenced by improved efficiency and Return on Investment (ROI). However, in the learning and growth, internal business processes, and customer perspectives, the hospital is considered to be functioning well, although certain improvements are needed—particularly regarding employee turnover, Bed Occupancy Rate (BOR), Average Length of Stay (ALOS), Turnover Interval (TOI), complaint levels, and customer retention.