PENGUKURAN MALCOLM BALDRGIGE CRITERIA FOR PERFORMANCE EXCELLENT KATEGORI PROSES FOKUS PELANGGAN DAN HASIL ITEM FOKUS PELANGGAN DI HOTEL X

Sari

Penelitian ini bertujuan menghasilkan dokumen aplikasi dari proses fokus pelanggan dan kategori hasil item fokus pelanggan, menentukan Strength dan OFI (Opportunity For Improvement) berdasarkan hasil pengukuran kinerja pada kategori fokus pelanggan serta menentukan level perusahaan berdasarkan hasil scoring. Tahapan pengukuran yang dilakukan yaitu membuat dokumen aplikasi, melakukan penilaian proses menggunakan ADLI (Approach, Deployment, Learning, Integration) dan melakukan penilaian hasil menggunakan LeTCI (Level, Trend, Comparison, Integration). Score untuk kategori proses fokus pelanggan yaitu sebesar 57,5 poin dari 85 poin, score kategori hasil fokus pelanggan yaitu sebesar 42,5 point dari 85 point serta score dari seluruh kategori adalah sebesar 449,75 dari 1000 poin, sehingga kinerja Hotel X berada pada level “Early Improvementâ€.

Kata Kunci: Pengukuran Kinerja, MBCfPE, Fokus Pelanggan

ABSTRACT

This paper purpose to conduce application documents from customer focus process category and customer focus result category, determining Strength and OFI (Opportunity For Improvement) based on performance measurement result of customer focus category and determining the level of organization based on scoring result. Steps of the measurements are making the application documents, scoring the process use ADLI (Approach, Deployment, Learning, Integration) and scoring the result use LeTCI (Level, Trend, Comparison, Integration). Score of the customer focus process amounted 57,5 points from 85 points, score of customer focus result amounted 42,5 points from 85 points and score from all categories amounted 449,75 from 1000 points, so the performance of Hotel X are at level “Early Improvementsâ€

Keywords: Performance Measurements, MBCfPE, Customer Focus