SUGIARTO, WAHYU (2016) PENGUKURAN KINERJA PERUSAHAAN DENGAN METODE STRATEGIC MANAGEMENT ANALYSIS AND REPORTING TECHNIQUE (SMART) SYSTEM. S1 thesis, UNIVERSITAS SULTAN AGENG TIRTAYASA.

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Abstract

Regional Water Company (PDAM) Tirta Albantani Serang District is one business unit belongs to the region which is engaged in water providers for the community, and is expected to provide clean water and healthy and able to contribute to revenue (PAD) significantly. There PDAM in every province, districts and cities across Indonesia. Corporate Performance Measurement taps that have been carried out using two measurements, ie, based on the Decree and BPPSPAM, these two measures better assess the performance of the internal side of the business, but ignores the external assessment of the company such as customer satisfaction ratings. Based on data from the company regarding customer taps, finds that there are some complaints of the customers is the condition that the water meter is not good, not 24-hour water distribution and water quality is not good. From the customer complaints, some customers switch to using the wellbore to control the symptoms on the taps. PDAM needs to make the measurement of company performance to cope with complaints from customers. For the measurement of performance overall and detail both in terms of internal and external side of the company is to use the method of Strategic Management Analysis and Reporting Technique (SMART) System. From the data that has been processed percentage obtained KPI is achieved by 78.571%, with 11 KPI that has reached the target and 3 KPI that has not reached the target. Total achievement of performance taps of 100.214 means PDAM performance in 2014 is quite good. Keywords: Performance Measurement, Strategic Management Analysis and Reporting Technique (SMART) System, Analytical Hierarchy Process (AHP), Higher is Better, Traffic Light System.

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