Design of PD Pasar Medan City Performance Measurement Using the Balanced Scorecard Method

Abstract

This study aims to determine the performance of PD Pasar Medan City using the Balanced Scorecard method using four perspectives, namely: (1) financial perspective, (2) customer perspective, (3) internal business process perspective, and (4) learning and growth perspective. This type of research is a case study. Data collection techniques used are interviews, documentation, observation and questionnaires whose samples consist of traders and employees. The data analysis techniques used are (1) financial perspective, namely financial ratio analysis, (2) customer perspective using Multi-attribute Attitude Model (MAM) analysis, (3) learning and growth perspective, (4) internal business process perspective using descriptive analysis. The results of data analysis are as follows: (1) The financial perspective shows an unfavorable condition, as seen from the Net Profit Margin (NPM) which is >5% and the GPM (Gross Profit Margin) is >8.3%. (2) The customer perspective shows a very good condition, because traders are satisfied with the services provided by PD Pasar Medan City(3) The internal business process perspective shows a good condition, (4) The learning and growth perspective shows a very good condition, because employees are very satisfied with the existing performance at PD Pasar Medan City. Keywords: Performance, Company, Balanced Scorecard.