Perancangan Key Performance Indicator Departemen Marketing di PT Y

Rangga Wibawa

Abstract


PT Y is a liner company that delivers cargo across the archipelago. PT Y would like to improve the performance of its marketing department to give the best services in this industry. One of the tools can measure performance is Key Performance Indicators (KPIs). Therefore, the PT Y wants to redesign its Key Performance Indicators (KPIs) so that it can capture the business update. This study aims to produce a design for Key Performance Indicators for the marketing department of PT Y. The design is based on PT Y's vision, mission, and quality policy. It is constructed via quality objectives, and a strategic map based on four balanced scorecard perspectives (financial, customer, internal business processes, and learning and growth). It also considers the marketing manager's perspective as the company representative. The four perspectives will be described in terms of their relationship through strategy map. The design can capture the company's vision, mission, and quality policy.

Keywords


key performance indicator; performance measurement; quality management

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References


Kaplan, R. S. and Norton, D. P., The Balanced Scorecard: Translating Strategy into Action, Harvard Business Press, 1996.

Person, R., Balanced Scorecards & Operational Dashboard with Microsoft Excel, Wiley Publishing, 2009.

Kaplan, R. S. and Norton, D. P., Strategy Maps: Converting Intangible Assets into Tangible Outcomes, Harvard Business School Press, 2004.

Parmenter, D., Key Performance Indicators: Developing, Implementing, and Using Winning KPIs (3rd ed), John Wiley & Sons, 2015.

Hasibuan, S., Ikatrinasari, Z. F. and Hasbullah, H., Desain Sistem Manajemen Kinerja: Kasus Industri Manufaktur dan Jasa, Ahlimedia Press, 2020.


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