BAB II KAJIAN PUSTAKA

Transkripsi

1 DAFTAR ISI LEMBAR PERNYATAAN... ii LEMBAR PENGESAHAN PEMBIMBING... iii LEMBAR PENGESAHAN PENGUJI... iv HALAMAN PERSEMBAHAN... v MOTTO... vi KATA PENGANTAR... vii ABSTRAK... ix DAFTAR ISI... xi DAFTAR TABEL... xiv DAFTAR GAMBAR... xv BAB I PENDAHULUAN 1.1. Latar Belakang Rumusan Masalah Batasan Masalah Tujuan Penelitian Manfaat Penelitian Sistematika Penulisan... 3 BAB II KAJIAN PUSTAKA 2.1 Kajian Deduktif Pengertian Kinerja Pengertian Pengukuran Kinerja Manfaat Pengukuran Kinerja Perusahaan Indonesian Quality Award Malcolm Baldrige Quality Award Sejarah Malcolm Nilai Inti Konsep Malcolm Kepemimpinan Visioner Keunggulan yang didorong Pembelajaran organisasi dan pribadi Pemberian nilai karyawan dan mitra kerja Ketangkasan Berfokus pada masa depan Manajemen Untuk Inovasi Manajemen berdasar Fakta Tanggung Jawab Sosial Berfokus pada hasil-hasil dan penciptaan nilai Sistem Perspektif Konsep pada Baldrige Assessment Tujuan Baldrige Assesment Fungsi Baldrige Assesment Tujuh kriteria Malcolm Baldrige x

2 Sistem Penilaian pada Baldrige Assesment Definisi OMAX Langkah-Langkah Pengukuran OMAX Kajian Induktif BAB III METODOLOGI PENELITIAN 3.1 Objek Penelitian Metode Pengumpulan Data Observasi StudiLiteraturatauKepustakaan Sumber Data KerangkaPenelitian Diagram Alir BAB IV PENGUMPULAN DAN PENGOLAHAN DATA 4.1 Pengumpulan data Pengolahan data Penentuan daftar pertanyaan Pembuatan template Self-assessment Tahapan mendeskripsikan jawaban hasil wawancara dari responden Leadership Senior Leadership Governance and societal responsibilities Strategic Planning Strategy Development Strategy deployment Customer Focus Voice of customer Customer engagement Measurement, Analysis and Knowledge Management Measurement, Analysis dan Improvement Organizational Performance Information and Knowledge Management Human Resource Focus Work Environment Workforce Engagement Operation Focus Work System Work Process Result Service and Process outcomes Customer focused outcomes Workforce focused outcomes Leadership and governance outcomes Financial and market outcomes xi

3 4.2.4 Penjelasan tahapan penilaian terhadap setiap kategori dan sub kategori Penilaian Baldrige Assessment perusahaan Leadership Strategic Planning Customer Focus Measurement, Analysis and Knowledge Management Workforce Focus Operation Focus Result Perhitungan Objective Matrix Identifikasi Kriteria Produktivitas Penilaian Omax Rekomendasi Perbaikan...99 BAB V PEMBAHASAN 5.1 Penilaian Kinerja Perusahaan Menggunakan Scoring Guidelines MBNQA Leadership Senior Leadership Governance and societal responsibilities Strategic Planning Strategy Development Strategy deployment Customer Focus Voice of customer Customer engagement Measurement, Analysis and Knowledge Management Measurement, Analysis dan Improvement Organizational Performance Information and Knowledge Management Workforce Focus Work Environment Workforce Engagement Operation Focus Work System Work Process Result Service and Process outcomes Customer focused outcomes Workforce focused outcomes Leadership and governance outcomes Financial and market outcomes Analisis Menggunakan Scoring Omax xii

4 BAB VI KESIMPULAN DAN SARAN 6.1Kesimpulan Saran DAFTAR PUSTAKA LAMPIRAN xiii

5 DAFTAR TABEL Tabel 2.1 Faktor evaluasi proses...26 Tabel 2.2 Faktor evaluasi hasil...27 Table 2.3 Perbandingan Penelitian terdahulu...36 Tabel 4.1 Self-assessment kategori Leadership...43 Tabel 4.2 Self-assessment kategori Strategic planning...44 Tabel 4.3 Self-assessment kategori Customer Focus...45 Tabel 4.4 Self-assessment kategori Measurement, analysis and Knowledge Management...46 Tabel 4.5 Self-assessment kategori Workforce focus...47 Tabel 4.6 Self-assessment kategori Operation focus...48 Tabel 4.7 Self-assessment kategori Result...49 Tabel 4.8 Faktor evaluasi proses...70 Tabel 4.9 Scoring guidelines kategori proses...71 Tabel 4.10 Faktor evaluasi hasil...72 Tabel 4.11 Scoring guidelines kategori hasil...73 Tabel 4.12 Kriteria organisasi berdasarkan Baldrige Assessment...75 Tabel 4.13 Penilaian sub kategori...76 Tabel 4.14 Penilaian poin item/sub kategori...77 Tabel 4.15 Penilaian poin kategori...77 Table 4.16 Penilaian Kategori Leadership...80 Table 4.17 Penilaian Kategori Strategic Planning...82 Table 4.18 Penilaian Kategori Customer Focus...84 Table 4.19 Penilaian Kategori Measurement, Analysis and Knowledge Management..86 Table 4.20 Penilaian Kategori Workforce Focus...88 Table 4.21 Penilaian Kategori Operation Focus...90 Table 4.22 Penilaian Kategori Result...92 Table 4.23 Rekap Penilaian Baldrige Assessment Perusahaan...95 Table 4.24 Rekap Penilaian Baldrige Assessment Perusahaan Untuk OMAX...96 Table 4.25 Kriteria Produktivitas...97 Table 4.26 Pengerjaan Table OMAX...98 xiv

6 DAFTAR GAMBAR Gambar 2.1.Framework 7 Kriteria Baldrige Assessment Gambar 2.2 Tabel Objective Matrix Gambar 2.3.Pengukuran Objective Matrix xv