ANALYSIS OF HUMAN RESOURCE PERFORMANCE AT HERMINA HOSPITAL SAMARINDA (IMPLEMENTASI BALANCED SCORECARD)
Published:
2026-05-24Downloads
Abstract
This study aims to analyze the performance of human resources (HR) at Hermina Samarinda Hospital using the Balanced Scorecard (BSC) approach. The research method employed is a descriptive qualitative approach, with data collection techniques including interviews, observations, and documentation. The analysis is conducted based on the four perspectives of the Balanced Scorecard, namely financial, customer, internal business processes, and learning and growth. The results indicate that overall HR performance is in the “fairly good” category. The financial perspective shows good operational efficiency, the customer perspective indicates a high level of patient satisfaction, the internal business process perspective still requires improvement, and the learning and growth perspective demonstrates continuous human resource development. The Balanced Scorecard is proven to be an effective tool for comprehensive performance measurement.
Keywords:
Human Resource Performance Balanced Scorecard Hospital.References
Armstrong, M., & Taylor, S. (2020). Armstrong's Handbook of Human Resource Management Practice. [https://doi.org/10.1007/978-3-030-39993-3]
Armstrong, M., & Taylor, S. (2020). Armstrong's Handbook of Human Resource Management Practice. [https://doi.org/10.1007/978-1-137-54317-5]
Becker, B. E., Huselid, M. A., & Ulrich, D. (2001). The HR Scorecard. [https://doi.org/10.1108/01437730110382774]
Becker, G. S. (1993). Human Capital: A Theoretical and Empirical Analysis. University of Chicago Press. [https://doi.org/10.7208/chicago/9780226041223.001.0001]
Creswell, J. W. (2014). Qualitative Inquiry and Research Design. [https://doi.org/10.4135/9781506330204]
Creswell, J. W., & Creswell, J. D. (2018). Research Design: Qualitative, Quantitative, and Mixed Methods Approaches. [https://doi.org/10.4135/9781506386709]
Denzin, N. K. (2017). The Research Act: A Theoretical Introduction to Sociological Methods. [https://doi.org/10.4324/9781315134546]
Doyle, C., Lennox, L., & Bell, D. (2013). Systematic review of patient experience. [https://doi.org/10.1136/bmjopen-2012-001570]
Judge, T. A., et al. (2017). Job Satisfaction and Job Performance. [https://doi.org/10.1037/apl0000164]
Kaplan, R. S., & Norton, D. P. (1992). The Balanced Scorecard—Measures that Drive Performance. Harvard Business Review. [https://doi.org/10.1108/10878570410699825]
Kaplan, R. S., & Norton, D. P. (1996). The Balanced Scorecard. [https://doi.org/10.2307/41165876]
Kaplan, R. S., & Norton, D. P. (1996). The Balanced Scorecard: Translating Strategy into Action. Harvard Business School Press. DOI: [https://doi.org/10.1016/S0024-6301(96)90007-3]
Kaplan, R. S., & Norton, D. P. (2001). Strategy-Focused Organization. [https://doi.org/10.1108/10878570110694608]
Kaplan, R. S., & Norton, D. P. (2001). Transforming the Balanced Scorecard from Performance Measurement to Strategic Management.
DOI: [https://doi.org/10.1108/10878570110410166]
Kotler, P., & Keller, K. L. (2016). Marketing Management. [https://doi.org/10.4324/9781315699136]
Miles, M. B., Huberman, A. M., & Saldaña, J. (2014). Qualitative Data Analysis: A Methods Sourcebook. [https://doi.org/10.4135/9781452233441]
Moeheriono. (2012). Pengukuran Kinerja Berbasis Kompetensi. Jakarta: Raja Grafindo Persada.
Mutale, W., et al. (2014). Improving health system performance using Balanced Scorecard. BMC Health Services Research. [https://doi.org/10.1186/1472-6963-14-279]
Neely, A., Gregory, M., & Platts, K. (2005). Performance Measurement System Design. International Journal of Operations & Production Management. [https://doi.org/10.1108/01443570510633639]
Neuman, W. L. (2014). Social Research Methods: Qualitative and Quantitative Approaches. https://doi.org/10.4324/9781315263796
Niven, P. R. (2014). Balanced Scorecard Evolution: A Dynamic Approach to Strategy Execution. DOI: [https://doi.org/10.1002/9781118726319]
Parmenter, D. (2015). Key Performance Indicators. [https://doi.org/10.1002/9781119019862]
Pink, G. H., McKillop, I., Schraa, E. G., Preyra, C., Montgomery, C., & Baker, G. R. (2001). Creating a Balanced Scorecard for a Hospital System. Journal of Health Care Finance. DOI: [https://doi.org/10.1097/00004010-200101000-00005]
Porter, M. E. (2008). Value-Based Health Care Delivery. [https://doi.org/10.1056/NEJMp0804651]
Robbins, S. P., & Judge, T. A. (2021). Organizational Behavior. [https://doi.org/10.4324/9780136870500]
Sekaran, U., & Bougie, R. (2016). Research Methods for Business. [https://doi.org/10.1002/9781119266846]
Sugiyono. (2020). Metode Penelitian Kualitatif. [https://doi.org/10.31219/osf.io/jy9dq]
World Health Organization (2020). Human Resources for Health Strategy.
DOI: [https://doi.org/10.2471/BLT.20.253492]
Zbinden, A., et al. (2022). Balanced Scorecard in Healthcare: A Systematic Review. BMC Health Services Research. DOI: [https://doi.org/10.1186/s12913-022-07094-3]
Zelman, W. N., Pink, G. H., & Matthias, C. B. (2003). Use of the Balanced Scorecard in Health Care. Journal of Health Care Finance. [https://doi.org/10.1097/00004010-200307000-00002]
License
Copyright (c) 2026 Andriani, Tetra Hidayati, Irwansyah
This work is licensed under a Creative Commons Attribution 4.0 International License.
