PUTRA, FEBBY A. (2016) PENGUKURAN KINERJA PDAM CILEGON MANDIRI DENGAN PENDEKATAN MALCOLM BALDRIGE CRITERIA FOR PERFORMANCE EXCELLENCE. S1 thesis, UNIVERSITAS SULTAN AGENG TIRTAYASA.

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Abstract

PDAM Cilegon district is one of the enterprises that exist in Indonesia that move as a means of water providers to serve people in Cilegon. Population growth, rapid development and rising living standards led to the need for clean water continues to rise. Companies are required to have a high ability to meet customer needs. Therefore, it is necessary to study to measure, assess, and evaluate its performance. PDAM need measurement of performance for consideration as to what should be improved and enhanced to achieve performance excellence. Corporate performance measurement has been done taps using two measurements, ie, based on the Decree and BPPSPAM, these two measures better assess the performance of the internal side of the business. To perform the measurement of overall performance is by using the Malcolm Baldrige Criteria for Performance Excellence. Based on the assessment of performance using the criteria of the Malcolm Baldrige approach, taps obtain a total score of 544.79 points from a maximum value of 1000 points with the predicate Good Performance. Shows that systematic approaches, effective, responsive to overall requirements, and deployment vary in some areas or work units. Keywords: Leadership, Performance Measurement, Performance excellence, Malcolm Baldrige Criteria for Performance Ecellence.

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