Problem Formulation Research Objectives Benefits Research
The 2015 International Conference of Management Sciences ICoMS 2015, April 23, UMY, Indonesia 170
society. Society has not received optimal health care from hospitals as well as transparency and low public
accountability. This condition occurs because of good public governance unimplemented optimally. This is in
line with research conducted by Boz Allen, 1990 in Prasetyono and Kompyurini 2007, that Indonesia is a
country that implementation of good public governance of its lowest. Therefore, in an effort to improve the
performance of organizations, hospitals management needs to rethink the planning, control, and making the
right decision.
General district hospital as one of the government agencies should be able to give an account both
financial and non-financial to the local government and the community as a service user. Hence the need for a
performance measurement that includes all aspects. Performance measurement is one factor that is essential
for an organization Ulum, 2009 in Andranik 2008. Balanced Measurement scorcard is the right choice for
measuring the performance of both financial and non financial aspects. Therefore, Balanced scorecard
assessed appropriate for public sector organizations. This is consistent with the objectives of public
organizations that put services tend to be qualitative and nonfinancial as a top priority Mahmudi, 2007 in
Suwardika 2011. The concept of the balanced scorecard developed by Kaplan and Norton 2000 in
Trihastuti 2011 is one method of measuring performance by incorporating therein the four aspects,
namely: Financial perspective Financial Perspective, Customer perspective Customer Perspective, internal
business process perspective Perspective Internal Business processes, learning and growth perspective
learning and growth Perspective.
There are some problems that occur in Cilacap General Hospital, particularly on the subject of existing services
at the hospital. Problems that occur Cilacap General Hospital include:
a. The slow pace of medical and administrative
services to have to queue for hours. b.
The number of patients who can not be accommodated in particular patients with grade III
even be willing to stay in the halls between rooms. c.
Lack of cleanliness, noisy atmosphere that does not support the healing process, as well as the
prevalence of patients visitors of contracting infectious diseases increases.
d. Workforce has not met the minimum service
standards SPM. Though good hospital was based on Law No. 44 of
2009 on the hospital, article 29 paragraph 1 says that every hospital has the obligation to provide health care
and provide a means for poor people poor. While Article 32 concerning the rights of patients, it is said
that every patient has the right to obtain an effective and efficient services so that patients avoid physical and
material losses, and article 11 2 of the infrastructure of the hospital, said that the hospital infrastructure must
meet the standards of service , safety, and occupational health and safety organization of the hospital.
Based on the above, the researcher is interested to take the title Key Success Factor Scorcard Balanced
Performance: Effects of Public Service and Good Quality of Public Governance Performance Against
Cilacap District General Hospital Survey in Cilacap District General Hospital.