Performance Evaluation using Balanced Scorecard in PT Astra International Tbk – Toyota Sales Operation (Auto2000) Tabanan

Asriningrum, Ni Nyoman Mita and Sugiarta, I Nyoman and Susanti, Jeni (2022) Performance Evaluation using Balanced Scorecard in PT Astra International Tbk – Toyota Sales Operation (Auto2000) Tabanan. Repository Politeknik Negeri Bali.

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Abstract

This study aims to evaluate the performance of Auto2000 Tabanan based on the four balanced scorecard perspectives that exist in Auto2000 Tabanan. Data collection techniques in this study were through observation, documentation and questionnaires aimed to find data in the form of financial report, lead time services, and net promoter scores. In Auto2000 Tabanan performance measurement has not used the balanced scorecard method. Performance measurement of Auto2000 Tabanan between financial perspectives and non-financial perspectives which included customer perspective, internal business process perspective and growth & learning perspective hasn't been integrated. Among the fourth existing perspectives, the performance of the fourth is still independent and hasn't been integrated into a single unit to evaluate the existing strategies within the company. The results show that the strategy applied to the financial perspective, internal business process perspective, and the learning and growth perspective needs to be reformulated because based on the performance measurement the results are still not good. Meanwhile, from the customer perspective internal the results of the performance measurement are very good so that the strategies that have been implemented to- day can be maintained and maximized in the future.

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