TESIS PENGUKURAN KINERJA RS MUHAMMADIYAH BABAT DENGAN MENGGUNAKAN METODE PERFORMANCE PRISM DALAM UPAYA MENYUSUN STRATEGI, PROSES DAN KAPABILITAS RS MUHAMMADIYAH BABAT
TESIS PENGUKURAN KINERJA RS MUHAMMADIYAH BABAT DENGAN MENGGUNAKAN METODE PERFORMANCE PRISM DALAM UPAYA MENYUSUN STRATEGI, PROSES DAN KAPABILITAS RS MUHAMMADIYAH BABAT
TESIS PENGUKURAN KINERJA RS MUHAMMADIYAH BABAT DENGAN MENGGUNAKAN METODE PERFORMANCE PRISM DALAM UPAYA MENYUSUN STRATEGI, PROSES DAN KAPABILITAS RS MUHAMMADIYAH BABAT
PENGUKURAN KINERJA RS MUHAMMADIYAH BABAT DENGAN MENGGUNAKAN METODE PERFORMANCE PRISM DALAM UPAYA MENYUSUN STRATEGI, PROSES DAN KAPABILITAS RS MUHAMMADIYAH BABAT TESIS Untuk meperoleh gelar Magister Kesehatan Minat Studi Administrasi Rumah Sakit Program Studi Administrasi dan Kebijakan Kesehatan Fakultas Kesehatan Masyarakat Universitas Airlangga Oleh: FARA NUR DIANA NIM 101214453001 UNIVERSITAS AIRLANGGA FAKULTAS KESEHATAN MASYARAKAT PROGRAM MAGISTER PROGRAM STUDI ADMINISTRASI DAN KEBIJAKAN KESEHATAN SURABAYA 2015
PENGESAHAN Dipertahankan di depan Tim Penguji Tesis Minat Studi Administrasi Rumah Sakit Program Studi Administrasi dan Kebijakan Kesehatan Fakultas Kesehatan Masyarakat Universitas Airlangga dan diterima untuk memenuhi persyaratan guna memperoleh gelar Magister Kesehatan (M.Kes.) Pada tanggal 9 Februari 2015 Mengesahkan Universitas Airlangga Fakultas Kesehatan Masyarakat Dekan, Prof. Dr. Tri Martiana, dr., M.S. NIP 195603031987012001
Tim Penguji: Ketua : 1. Widodo J Pudjirahardjo., dr., M.S., M.PH., Dr.PH Anggota : 2. Dr. Djazuly Chalidyanto, S.KM., M.ARS.
3. Dr. Rachmat Hargono, dr., M.S., M.PH.
4. Dr. Thinni Nurul Rochmah, Dra.Ec., M.Kes.
5. Dr. Esti Handayani, Dra.Apt., M.ARS.
6. Hargo Wahyuono, S.E., M.Si.Ak
PERSETUJUAN TESIS Diajukan sebagai salah satu syarat untuk meperoleh gelar Magister Kesehatan (M.Kes.) Minat Studi Administrasi Rumah Sakit Program Studi Administrasi dan Kebijakan Kesehatan Fakultas Kesehatan Masyarakat Universitas Airlangga Oleh: FARA NUR DIANA NIM 101214453001 Menyetujui, Surabaya, 9 Februari 2015 Pembimbing Ketua Pembimbing Dr. Djazuly Chalidyanto, S.KM., M.ARS. Dr. Rachmat Hargono, dr., M.S., M.PH. NIP 197111081998021001 NIP 194904271977031001 Mengetahui, Ketua Program Studi Adminitrasi dan Kebijakan Kesehatan Dr. Thinni Nurul Rochmah, Dra.Ec., M.Kes. NIP 196502111991032002
PERNYATAAN TENTANG ORISINALITAS
Yang bertanda tangan di bawah ini, saya: Nama : Fara Nur Diana NIM : 101214453001 Program Studi : Administrasi dan Kebijakan Kesehatan Minat Studi : Administrasi Rumah Sakit Angkatan : 2012 Jenjang : Magister menyatakan bahwa saya tidak melakukan kegiatan plagiat dalam penulisan tesis saya yang berjudul:
PENGUKURAN KINERJA RS MUHAMMADIYAH BABAT DENGAN MENGGUNAKAN METODE PERFORMANCE PRISM DALAM UPAYA MENYUSUN STRATEGI, PROSES DAN KAPABILITAS RS MUHAMMADIYAH BABAT
Apabila suatu saat nanti terbukti saya melakukan tindakan plagiat, maka saya akan menerima sanksi yang telah ditetapkan. Demikian surat pernyataan ini saya buat dengan sebenar-benarnya.
Surabaya, 9 Februari 2015 (Fara Nur Diana)
KATA PENGANTAR
3. Dr. Thinni Nurul Rochmah, Dra.Ec., M.Kes. selaku Ketua Program Studi Adminitrasi dan Kebijakan Kesehatan, Fakultas Kesehatan Masyarakat, Universitas Airlangga.
9. Pimpinan Cabang Muhammadiyah Babat dan MPKU PCM Babat selaku pemilik dan penyelenggara RS Muhammadiyah Babat.
8. Seluruh dosen AKK yang telah membagi ilmu dan pengetahuan selama masa kuliah penulis.
7. Ibu dan kakak-kakakku atas doa selama ini.
6. Suami tercinta, Yunan Falahi dan anak-anakku tercinta Zafira Azalia Falahi dan Farrel El Shirazy Falahi atas kasih sayang dan pengorbanannya.
5. Ketua penguji, Bapak Widodo J. Pudjirahardjo, dr., M.S., M.PH., Dr.PH., Dr. Thinni Nurul Rochmah, Dra.Ec., M.Kes., Dr. Esti Handayani, Dra.Apt., M.ARS. dan Bapak Hargo Wahyuono, S.E., M.Si.Ak atas kesediaan menguji dan membimbing dalam perbaikan tesis.
4. Dr. Djazuly Chalidyanto, S.KM., M.ARS. selaku Ketua Minat Studi Administrasi Rumah Sakit, Program Studi Administrasi dan Kebijakan Kesehatan, Fakultas Kesehatan Masyarakat, Universitas Airlangga.
Puji syukur kehadirat Allah SWT atas karunia dan hidayah-Nya penyusunan tesis dengan judul ”Pengukuran Kinerja RS Muhammadiyah Babat dengan
Menggunakan Metode Performance Prism dalam Upaya Menyusun Strategi,
Proses dan Kapabilitas RS Muhammadiyah Babat” ini dapat terselesaikan.
1. Prof. Dr. Fasich, Apt. selaku Rektor Universitas Airlangga
Dengan terselesainya tesis ini, perkenankan saya mengucapkan terima kasih yang sebesar-besarnya kepada :
Ucapan terima kasih yang tak terhingga saya sampaikan kepada DR. Djazuly Chalidyanto, S.KM., M.ARS. selaku pembimbing ketua yang dengan kesabaran dan perhatiannya dalam memberikan bimbingan, semangat dan saran hingga tesis ini bisa terselesaikan dengan baik. Ucapan terima kasih yang tak terhingga juga saya sampaikan kepada Dr. Rachmat Hargono, dr., M.S., M.PH. selaku pembimbing yang telah banyak meluangkan waktu untuk memberikan bimbingan, motivasi dan saran demi kesempurnaan tesis.
yang lebih mengutamakan pada stakeholder. Kinerja RS Muhammadiyah Babat sangat dipengaruhi oleh stakeholder RS Muhammadiyah Babat, sehingga metode pengukuran kinerja Performance Prism dipilih dalam penelitian ini.
Performance Prism . Performance Prism merupakan metode pengukuran kinerja
Tesis ini berisikan mengenai penyusunan strategi, proses dan kapabilitas RS Muhammadiyah Babat setelah dilakukan pengukuran kinerja dengan metode
2. Prof. Dr. Tri Martiana, dr., M.S. selaku Dekan Fakultas Kesehatan Masyarakat Universitas Airlangga
10. Seluruh staf karyawan RS Muhammadiyah Babat yang telah membantu dan mendukung pelaksanaan penelitian.
11. Rekan-rekan seangkatan yang telah berjuang bersama-sama selama ini: dr.
Sudjarwanto, dr. Anna Widyassari, dr. Dian Kania Sari, Aris Cahyo Purnomo, S.Kep., Ns., drg. Irene Yanuarty, dr. Firman Nur Choliq, dr. Iswiyanti Widyawati, dr. Umi Julaikah, Rachmad Ardiyanzah, S.KM., Mumun Zurida, S.KM., dr. Wiwik Supartiwi, dr. Nungky Nurkasih Kendrastuti, dr. Eunike Marliana Sumitro, dr. Nikolas Dwi Susanto, dr. Stephanie Aryani Halimsetiawan, Siswa Kusuma Wijaya, S.KM., dr. Titin Hamidah, drg. M. Junaidi, Sp.Pros, dan dr. Rambo Garudo.
12. Staf AKK: Mbak Ade, Mas Husni, Mas Kukuh dan Mbak Lusi.
13. Bapak Tito Yustiawan, drg., M.Kes. selaku instruktur akademik residensi di RS Wiyung Sejahtera Surabaya.
14. Bapak Johari Mustawan, STP., M.ARS selaku instruktur klinik residensi di RS Wiyung Sejahtera Surabaya yang telah mendukung dalam penulisan jurnal yang menjadi persyaratan yudisium.
15. Teman-teman dari kelas Manajemen Kesehatan (MK), Manajemen Pelayanan Kesehatan (MPK), dan Manajemen Pemasaran dan Keuangan Pelayanan Kesehatan (MPKPK).
16. Serta semua pihak yang tidak dapat penulis sebutkan satu-persatu yang telah berperan dalam penelitian ini dan selama masa kuliah.
Semoga Allah SWT memberikan balasan atas segala bantuan, semangat, dorongan, dan waktu yang telah diberikan kepada penulis. Demikian, semoga tesis ini bisa memberi manfaat bagi diri kami sendiri dan pihak lain yang menggunakan.
Surabaya, 9 Februari 2015 Penulis
SUMMARY Muhammadiyah Babat Hospital Performance Measurement Using the Performance Prism Method in an attempt to Developing Strategy, Process and Capability in Muhammadiyah Babat Hospital
Muhammadiyah Babat Hospital is a private hospital owned Muhammadiyah Branch Manager (PCM) Babat. In order to remain in existence, Muhammadiyah Babat Hospital should provide a good service to the patient, and must maintain a good perception of the other stakeholders, ie employees, suppliers, community, and the owner, in this case the Branch Chairman of Muhammadiyah (PCM) Babat.
Currently the public demand better health services is increasing, therefore the measurement of hospital performance is vital to the Muhammadiyah Babat Hospital able to perform corrective measures to increase its performance. Muhammadiyah Babat Hospital performance is measured based the financial perspective is considered no longer able to address the real problems that exist because the only measure of the financial success of the company solely as a form of neglect resulting in another performance beyond the financial side. The use of conventional methods is of course no longer effective when applied to the current era of globalization in which not only the financial factor as a determinant of the success of the organization. In addition, now and in the future the best way for companies to survive and succeed in the long term is to identify the wants and needs of all stakeholders.
Measurements of performance were able to identify the wants and needs of all stakeholders, one of which is the method of Performance Prism. This method is a measurement model that attempts to combine the performance measurement framework with a strategy-oriented measurement methodology that takes into account the interests of stakeholders. During this conflict between the two, the Performance Prism models are not expected to occur due to the unification of the model is done both. The purpose of this research was to measure the performance of RS Muhammadiyah Babat Hospital with Performance Prism methods in an attempt to developing strategies, processes and capabilities Muhammadiyah Babat Hospital.
This was an observational research conducted cross-sectional in May-July 2014. Data collection was done using questionnaires, interview and secondary data. The population in this study are the stakeholders of Muhammadiyah Babat Hospital. Based on the results of preliminary interviews with management Muhammadiyah Babat hospital obtained data about stakeholders consisting of owners, employees, and customers or patients.
The research result showed that the identification of key stakeholders Muhammadiyah Babat Hospital is Customer, Employee and Owner. Results obtained 29 determination KPI’s consisting of 12 KPI’s customers, 12 KPI’s employees and 5 KPI’s owners.
Results of performance measurements showed that there are 2 KPI’s customer are not in accordance with the standard, 6 KPI’s employee who does not comply with the standards and one KPI owner who does not comply with standards.
Conclusion: The new strategy is needed for Muhammadiyah Babat Hospital to improve its performance: maintain the quality of service and product development, reduce the number of complaints of employees, improving the quality of human resources, and improvement of performance management. In addition, process and capabilities needed to increase the performance of Muhammadiyah Babat Hospital.
ABSTRACT Muhammadiyah Babat Hospital Performance Measurement Using the Performance Prism Method in an attempt to Developing Strategy, Process and Capability in Muhammadiyah Babat Hospital
Nowdays, Muhammadiyah Babat Hospital performance is measured based the financial perspective. The use of conventional methods is of course no longer effective when applied to the current era of globalization in which not only the financial factor as a determinant of the success of the organization. In addition, now and in the future the best way for companies to survive and succeed in the long term is to identify the wants and needs of all stakeholders. Measurements of performance were able to identify the wants and needs of all stakeholders, one of which is the method of Performance Prism. The purpose of this research was to measuring the performance of Muhammadiyah Babat Hospital with performance prism methods in an attempt to assembles strategies, processes and capabilities Muhammadiyah Babat Hospital. This was an observational research conducted cross-sectional in May-July 2014. The population in this study are the stakeholders of Muhammadiyah Babat Hospital that consisting of owners, employees, and customers or patients.The research result showed that the identification of key stakeholders Muhammadiyah Babat Hospital is Customer, Employee and Owner. Results obtained 29 determination KPI’s consisting of 12 KPI’s customers, 12 KPI’s employees and 5 KPI’s owners. Results of performance measurements showed that there are 2 KPI’s customer are not in accordance with the standard, 6 KPI’s employee who does not comply with the standards and one KPI owner who does not comply with standards.
Conclusion: The new strategy is needed for Muhammadiyah Babat Hospital to improve its performance: maintain the quality of service and product development, reduce the number of complaints of employees, improving the quality of human resources, and improvement of performance management. In addition, process and capabilities needed to increase the performance of Muhammadiyah Babat Hospital: Keywords: Performance Measurement, Stakeholders, Performance Prism
DAFTAR ISI
1.4.1 Tujuan Umum ....................................................................... 12
BAB 2 TINJAUAN PUSTAKA ........................................................................... 14
1.5.3 Bagi Peneliti.......................................................................... 13
1.5.2 Bagi Masyarakat ................................................................... 13
1.5.1 Manfaat Praktis Bagi Rumah Sakit....................................... 13
1.5 Manfaat Penelitian ........................................................................... 13
1.4.2 Tujuan Khusus ...................................................................... 12
1.4 Tujuan Penelitian ............................................................................. 12
SAMPUL DEPAN ................................................................................................... i SAMPUL DALAM ................................................................................................. ii HALAMAN PRASYARAT GELAR .................................................................... iii HALAMAN PENGESAHAN................................................................................ iv HALAMAN PERSETUJUAN................................................................................ v PERNYATAAN TENTANG ORISINALITAS .................................................... vi KATA PENGANTAR .......................................................................................... vii SUMMARY ........................................................................................................... ix ABSTRACT........................................................................................................... xi DAFTAR ISI......................................................................................................... xii DAFTAR TABEL................................................................................................ xvi DAFTAR GAMBAR ......................................................................................... xviii DAFTAR LAMPIRAN ........................................................................................ xix DAFTAR ARTI LAMBANG, SINGKATAN DAN ISTILAH............................ xx
1.3 Rumusan Masalah............................................................................ 12
1.2.3 Faktor Lingkungan................................................................ 11
1.2.2 Faktor Individu ..................................................................... 10
1.2.1 Faktor Organisasi .................................................................... 9
1.2 Kajian Masalah .................................................................................. 7
1.1 Latar Belakang ................................................................................... 1
BAB 1 PENDAHULUAN ...................................................................................... 1
2.1 Pengertian Kinerja ........................................................................... 14
2.2 Pengukuran Kinerja ......................................................................... 16
2.3 Indikator Kinerja.............................................................................. 21
2.4 Indikator Kinerja Kunci / Key Performance Indicator (KPI).......... 26
2.5 Performance Prism .......................................................................... 27
2.6 Manajemen Stratejik ........................................................................ 39
BAB 3 KERANGKA KONSEPTUAL PENELITIAN ........................................ 46 BAB 4 METODE PENELITIAN.......................................................................... 49
4.1 Jenis dan Rancang Bangun Penelitian ............................................. 49
4.2 Lokasi dan Waktu Penelitian ........................................................... 49
4.3 Populasi dan Sampel ........................................................................ 49
4.3.1 Populasi................................................................................. 49
4.3.2 Sampel .................................................................................. 50
4.4 Kerangka Operasional...................................................................... 52
4.5 Variabel dan Definisi Operasional Variabel Penelitian ................... 53
4.5.1 Variabel Penelitian................................................................ 53
4.5.2 Definisi Operasional Variabel .............................................. 56
4.6 Teknik Pengumpulan Data............................................................... 65
4.7 Prosedur Pengumpulan Data............................................................ 65
BAB 5 HASIL PENELITIAN .............................................................................. 67
5.1 Gambaran Umum RS Muhammadiyah Babat ................................. 67
5.1.1 Profil RS Muhammadiyah Babat .......................................... 67
5.1.2 Struktur Organisasi RS Muhammadiyah Babat.................... 69
5.1.3 Jumlah Sumber Daya Insani RS Muhammadiyah Babat...... 70
5.1.4 Fasilitas Pelayanan RS Muhammadiyah Babat .................... 70
5.1.5 Visi........................................................................................ 72
5.1.6 Misi ....................................................................................... 72
5.1.7 Tujuan ................................................................................... 72
5.1.8 Kebijakan .............................................................................. 72
5.1.9 Budaya Kerja ........................................................................ 73
5.2 Hasil Identifikasi Stakeholder RS Muhammadiyah Babat .............. 73
5.3 Gambaran Umum Responden .......................................................... 74
5.3.1 Pelanggan RS Muhammadiyah Babat .................................. 74 xiii
5.3.2 Karyawan RS Muhammadiyah Babat................................... 76
5.3.3 Pemilik RS Muhammadiyah Babat....................................... 78
5.4 Hasil Identifikasi Keinginan dan Kebutuhan serta Kontribusi
Stakeholder RS Muhammadiyah Babat ........................................... 80
5.4.1 Hasil Identifikasi Keinginan dan Kebutuhan Stakeholder RS Muhammadiyah Babat ..................................................................... 81
5.4.2 Hasil Identifikasi Kontribusi Stakeholder RS Muhammadiyah Babat 85
5.5 Penentuan KPI Berdasarkan Keinginan dan Kebutuhan serta Kontribusi Stakeholder RS Muhammadiyah Babat......................... 86
5.5.1 KP Berdasarkan Keinginan dan Kebutuhan Stakeholder RS Muhammadiyah Babat ..................................................................... 86
5.5.2 KPI Berdasarkan Kontribusi Stakeholder RS Muhammadiyah Babat 89
5.6 Pengukuran Kinerja RS Muhammadiyah Babat .............................. 94
5.6.1 Kinerja RS Muhammadiyah Babat Berdasarkan KPI Pelanggan RS Muhammadiyah Babat ............................................. 94
5.6.2 Kinerja RS Muhammadiyah Babat Berdasarkan KPI Karyawan RS Muhammadiyah Babat.............................................. 96
5.6.3 Kinerja RS Muhammadiyah Babat Berdasarkan KPI Pemilik RS Muhammadiyah Babat ............................................................... 97
5.7 Isu Strategis dan FGD...................................................................... 98
5.8 Rekomendasi Berdasarkan Isu Strategis........................................ 100
BAB 6 PEMBAHASAN ..................................................................................... 106
6.1 Pengukuran Kinerja Sebelumnya................................................... 106
6.2 Stakeholder Kunci RS Muhammadiyah Babat .............................. 107
6.3 Keinginan dan Kebutuhan serta Kontribusi Stakeholder RS Muhammadiyah Babat ................................................................... 109
6.3.1 Keinginan dan Kebutuhan Stakeholder RS Muhammadiyah Babat 110
6.3.2 Kontribusi Stakeholder RS Muhammadiyah Babat............ 114
6.4 KPI Berdasarkan Keinginan dan Kebutuhan Stakeholder serta Kontribusi dari Stakeholder ........................................................... 117
6.5 Hasil Pengukuran Kinerja RS Muhammadiyah Babat .................. 119
6.6 Rekomendasi Strategi, Proses dan Kapabilitas RS Muhammadiyah Babat .............................................................................................. 121 xiv
BAB 7 PENUTUP .............................................................................................. 126
7.1 Kesimpulan .................................................................................... 126
7.2 Saran .............................................................................................. 132
7.2.1. Bagi Rumah Sakit .............................................................. 132
7.2.2. Bagi Peneliti Selanjutnya ................................................... 132 DAFTAR PUSTAKA ......................................................................................... 133 LAMPIRAN ........................................................................................................ 136 xv
DAFTAR TABEL Nomor Judul Tabel Halaman
Babat Tahun 2014.............................................................................. 79
Tabel 5.9 Distribusi Pendidikan Responden Karyawan MuhammadiyahBabat Tahun 2014.............................................................................. 70
Tabel 5.10 Distribusi Jenis Kelamin Responden Pemilik RS MuhammadiyahBabat Tahun 2014.............................................................................. 78
Tabel 5.11 Distribusi Usia Responden Pemilik Muhammadiyah BabatTahun 2014 ........................................................................................ 78
Tabel 5.12 Distribusi Pendidikan Responden Pemilik RS MuhammadiyahTabel 5.13 Keinginan dan Kebutuhan Stakeholder Pelanggan RSTabel 5.8 Distribusi Usia Responden Karyawan RS Muhammadiyah BabatMuhammadiyah Babat Tahun 2014 .................................................. 79
Tabel 5.14 Keinginan dan Kebutuhan Stakeholder Karyawan RSMuhammadiyah Babat Tahun 2014 .................................................. 81
Tabel 5.15 Keinginan dan Kebutuhan Stakeholder Pemilik RSMuhammadiyah Babat Tahun 2014 .................................................. 84
Tabel 5.16 Stakeholder Contribution RS Muhammadiyah Babat Tahun 2014... 85Tabel 5.17 KPI Berdasarkan Keinginan dan Kebutuhan Pelanggan RSTahun 2014 ........................................................................................ 77
Muhammadiyah Babat Tahun 2014 .................................................. 76
Tabel 1.1 Realisasi Keuangan RS Muhammadiyah Babat Tahun 2011 danTabel 5.2 Jumlah SDI RS Muhammadiyah Babat Tahun 2013......................... 70Tahun 2012 ......................................................................................... 3
Tabel 1.2 Rekapitulasi Kepuasan Pasien RS Muhammadiyah BabatTahun 2013 .......................................................................................... 4
Tabel 1.3 Rekapitulasi Kepuasan Karyawan RS Muhammadiyah Babat Tahun 2013 ..................................................................................................... 5Tabel 4.1 Definisi Operasional Variabel, Cara Pengukuran dan HasilPengukuran ........................................................................................ 56
Tabel 5.1 Tabel Perkembangan RS Muhammadiyah Babat .............................. 68Tabel 5.3 Jumlah Tempat Tidur RS Muhammadiyah Babat per RuanganTabel 5.7 Distribusi Jenis Kelamin Responden Karyawan RSTahun 2013 ........................................................................................ 71
Tabel 5.4 Distribusi Jenis Kelamin Responden Pelanggan RSMuhammadiyah Babat Tahun 2014 .................................................. 75
Tabel 5.5 Distribusi Usia Responden Pelanggan RS Muhammadiyah BabatTahun 2014 ........................................................................................ 75
Tabel 5.6 Distribusi Pendidikan Responden Pelanggan RS MuhammadiyahBabat Tahun 2014.............................................................................. 76
Muhammadiyah Babat Tahun 2014 .................................................. 87
Tabel 5.18 KPI Berdasarkan Keinginan dan Kebutuhan Karyawan RSMuhammadiyah Babat Tahun 2014 .................................................. 88
Tabel 5.19 KPI Berdasarkan Keinginan dan Kebutuhan Pemilik RSMuhammadiyah Babat Tahun 2014 .................................................. 89
Tabel 5.20 KPI Berdasarkan Kontribusi Pelanggan RS Muhammadiyah BabatTahun 2014 ........................................................................................ 89
Tabel 5.21 KPI Berdasarkan Kontribusi Karyawan RS Muhammadiyah BabatTahun 2014 ........................................................................................ 90
Tabel 5.22 KPI Berdasarkan Kontribusi Pemilik RS Muhammadiyah BabatTahun 2014 ........................................................................................ 90
Tabel 5.23 Standar KPI Pelanggan RS Muhammadiyah Babat 2014 ................. 91Tabel 5.24 Standar KPI Karyawan RS Muhammadiyah Babat 2014.................. 92Tabel 5.25 Standar KPI Pemilik RS Muhammadiyah Babat 2014...................... 93Tabel 5.26 Hasil Kinerja RS Muhammadiyah Babat Berdasarkan KPIPelanggan RS Muhammadiyah Babat Tahun 2014 ........................... 94
Tabel 5.27 Hasil Kinerja RS Muhammadiyah Babat Berdasarkan KPIKaryawan RS Muhammadiyah Babat Tahun 2014 ........................... 96
Tabel 5.28 Hasil Kinerja RS Muhammadiyah Babat Berdasarkan KPIPemilik RS Muhammadiyah Babat Tahun 2014 ............................... 97
Tabel 5.29 Isu Stategis dan Hasil FGD ............................................................... 98Tabel 5.30 Rekomendasi Berdasarkan Isu Strategis.......................................... 102xvii
DAFTAR GAMBAR Nomor Judul Gambar Halaman
Gambar 1.1 Kajian Masalah.................................................................................... 8Gambar 2.1 Stakeholder Satisfaction dan Stakeholder Contribution ................... 31Gambar 2.2 Five Facets of The Performance Prism ……………………...…….38Gambar 3.1 Kerangka Konseptual Penelitian ....................................................... 46Gambar 4.1 Kerangka Operasional ....................................................................... 52Gambar 5.1 Struktur Organisasi RS Muhammadiyah Babat ................................ 69xviii