ANALYSIS OF KEY PERFORMANCE INDICATOR OF PREANGER HOTEL BANDUNG BASED ON THE PERFORMANCE PRISM FRAMEWORK. By:

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1 ANALYSIS OF KEY PERFORMANCE INDICATOR OF PREANGER HOTEL BANDUNG BASED ON THE PERFORMANCE PRISM FRAMEWORK By: AVANTY ADZANNY ID No: ADITYA PRATOMO ID No: Undergraduate Program School of Business and Management Institut Teknologi Bandung

2 ANALYSIS OF KEY PERFORMANCE INDICATOR OF PREANGER HOTEL BANDUNG BASED ON THE PERFORMANCE PRISM FRAMEWORK By: AVANTY ADZANNY ID No: ADITYA PRATOMO ID No: Undergraduate Program School of Business and Management Institut Teknologi Bandung Validated By Supervisor: (Dr. Ir. Dermawan Wibisono, M.Eng)

3 ANALYSIS OF KEY PERFORMANCE INDICATOR OF PREANGER HOTEL BANDUNG BASED ON THE PERFORMANCE PRISM FRAMEWORK AVANTY ADZANNY ID No: ADITYA PRATOMO ID No: Date of Final Examination: 6 th of August 2007 Date of Graduation: 27 th of October 2007 Undergraduate Program, Bandung Institute of Technology, 2007 Advisor: Dr. Ir. Dermawan Wibisono, M.Eng ABSTRACT The increasing number of tourist that visits Bandung makes the competition among the hotel increase significantly. The competition became tighter because there are many new hotels and service apartments in Bandung with their own uniqueness. This condition forces the hotel management to give a better performance for the customer in order to survive in the long term. One of them is Grand Preanger Hotel. Preanger hotel is one of Bandung s five stars hotel and a landmark for Bandung because of its history. But until now, Preanger hotel has no strategic performance measurement system to support the improvement process. Therefore, through reviewing of such condition and using the Performance Prism framework that has been studied intensively, the proposed research is willing to develop a performance measurement framework for Preanger hotel. This research defines Key Performance Indicators (KPI) for customer satisfaction and contribution, operations processes, operations strategies and people capabilities, in order to develop performance measurement framework. These KPI are determined from Preanger internal assessment, interview with the BOD, and their guest comments to make this performance measurement framework fit properly with the company condition. The results for this research will be the performance measurement tool in Prism framework and its KPI to measure their performance level in order to serve the customer better. This research also purpose several recommendations for the Preanger that are gathered from their guest comments form. The recommendations will be the need of fix the parking problems, and modernizations in interior and guest room condition. Key Words: performance measurement framework, Preanger, the Performance Prism.

4 ANALYSIS OF KEY PERFORMANCE INDICATOR OF PREANGER HOTEL BANDUNG BASED ON THE PERFORMANCE PRISM FRAMEWORK AVANTY ADZANNY ID No: ADITYA PRATOMO ID No: Tanggal Ujian Akhir: 6 Agustus 2007 Tanggal Wisuda: 27 Oktober 2007 Program Sarjana, Institut Teknologi Bandung, 2007 Pembimbing: Dr. Ir. Dermawan Wibisono, M.Eng ABSTRAK Kenaikan jumlah pengunjung yang datang ke Bandung memicu persaingan dalam bisnis perhotelan. Persangan menjadi lebih ketat lagi dengan munculnya hotel-hotel baru dan servis apartemen di Bandung yang menawarkan keunikannya masing-masing. Situasi ini memaksa manajemen hotel untuk memberikan pelayanan yang lebih baik lagi agar dapat mempertahankan posisinya. Salah satu dari hotel-hotel tersebut adalah Grand Hotel Preanger. Hotel Preanger adalah hotel berbintang lima dan merupakan salah satu landmark kota Bandung. Tetapi sampai saat ini Hotel Preanger tidak memilki sistem pengukuran kinerja yang stratejik untuk mendukung proses perbaikan. Penelitian ini bertujuan untuk merancang suatu kerangka kerja pengukuran kinerja yang sesuai untuk Hotel Preanger dengan menggunakan metode The Performance Prism. Dalam merancang kerangka kerja pengukuran kinerja, penelitian ini menggunakan Key Performance Indicator (KPI) untuk customer satisfaction and contribution, operations processes, operations strategies, dan people capabilities. KPI ini didapatkan dari Hotel Preanger melalui wawancara dan guest comment agar kerangka kerja pengukuran kinerja ini sesuai dengan keadaan perusahaan saat ini. Hasil dari penelitian ini adalah alat pengukuran kinerja menggunakan metode The Performance Prism dengan KPI untuk mengukur kinerja Hotel Preanger. Penelitian ini juga memberikan beberapa rekomendasi yang didapatkan dari guest comment. Rekomendasi ini mencakup perbaikan untuk area parkir, interior, dan kamar hotel. Kata Kuci: kerangka kerja pengukuran kinerja, Preanger, The Performance Prism

5 PREFACE Thanks to Allah S.W.T because of his blessing this Final Project with the title of: Analysis of Key Performance Indicator of Preanger Hotel Bandung Based on the Performance Prism Framework can be completed in time. There are problems and challenges to be faced and overcome in the making of this final project. But we still make it because of the support, guidence and encouragement from a number of people especially from our supervisor- Dr. Ir. Dermawan Wibisono, M.Eng. The most important acknowledgement to all, we would like to thank: 1. Prof. Surna Tjahja Djajadiningat, Ph.D, as Dean of School of Business and Management. 2. All the lectures, tutors, staff of SBM who always guide us from the beginning of the semester. 3. Grand Hotel Preanger Bandung, especially Mr. Rai and Mrs. Wati. 4. All of our friends, SBM 2007, for supporting us. 5. Our beloved families for their patience and support as we wrote this final project. 6. And to my beloved boyfriend, Ikal, for the encouragement, insight, and strong support. Sincerely Bandung, August 2007 Avanty Adzanny Aditya Pratomo

6 LIST OF CONTENTS VALIDATION PAGE... i ABSTRACT...ii ABSTRAK...iii PREFACE... iv LIST OF CONTENTS... v LIST OF FIGURES... vi LIST OF TABLES...vii LIST OF APPENDIXES...viii CHAPTER 1 INTRODUCTION 1.1 Background Company Profile Problem Formulation Objectives Scoop of Problems Report Online Methodology... 6 CHAPTER The Fundamental Definition Performance Measurement purposes Performance Measurement frameworks The performance Prism Stakeholders Satisfactions stakeholder Contributions Strategies Processes Capabilities Challenges in Performance measurement CHAPTER 3 METHODOLOGY 3.1 Methodology CHAPTER 4 DATA ANALYSIS 4.1 Preanger s Guest Comment Reception and Service Guest Room... 22

7 4.1.3 Preanger Lounge Preanger Specialties Restaurant Preanger Restaurant Guest Comment Suggestion Prism variable study Prism Variables selection Stakeholder Satisfaction and Contribution Operations Strategies Operations Processes People Capabilities New Prism Variables addition Prism Variables validation Prism Design CHAPTER 5 CONCLUSION AND RECOMMENDATION 5.1 Conclusion Recommendation REFERRENCES APPENDIX... 56

8 LIST OF FIGURES Figure 1.1 Organization Structure... 3 Figure 1.2 Research Work Flow... 6 Figure 2.1 The Performance Prism Figure 2.2 Performance Prism Unfolded Schematic Figure 2.3 Stakeholders Satisfaction and Stakeholders Contribution Figure 2.4 The Role of Measurement in Strategy Creation and Execution Figure 2.5 The Four Common Characteristic of Processes Figure 2.6 The Components of Capabilities Figure 3.1 Detailed Research Work Flow Figure 4.1 Spider Diagram of Reception and Services Figure 4.2 Spider Diagram of Guest Room Figure 4.3 Spider Diagram of Preanger Lounge Figure 4.4 Spider Diagram of Preanger Specialties Restaurant Figure 4.5 Spider Diagram of Preanger Restaurant Figure 4.6 The Performance Prism... 28

9 LIST OF TABLES Table 1.1 Grand Preanger Hotel Brief Histories... 2 Table 1.2 Grand Preanger Hotel Brief Histories... 3 Table 4.1 The Performance Prism Sub Facets...28 Table 4.2 Selected Preanger Performance Variables Table 4.3 Validated Prism Variables Table 4.4 Ranked Prism Variables Table 4.5 Prism Variable Criteria Table 4.6 Variable Scores Table 4.7 Hotel X s Scores Table 5.1 Complete Prism Framework Design... 52

10 LIST OF APPENDIXES SPSS Data Preanger Guest Comment Bandung City Map... 59