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"Biro Keuangan mempunyai tugas membina dan melaksanakan pengelolaan keuangan dilingkungan departemen. Untuk melihat tingkat keberhasilan program dan kegiatan yang selama ini dilakukan terhadap tugas yang diberikan perlu dilakukan pengukuran kinerja. Adapun pengukuran kinerja yang selam ini dilakukan mcngacu pada aspek keuangan dan Laporan Akuntabilitas lnstansi Pemerintah (LAKIP). Hasil kedua laporan tersebut belum bisa dijadikan pedoman untuk rnenilai tingkat kinerja Biro Keuangan yang sebenamya. Dalam penelitian ini penulis mempraktekan pengukuran kinetja dengan pendekatan Balanced Scorecard. Alat pengukuran jni mengukur kinerja dari 4 perspektif yaitu perspektif pcmbelajaran dan pertumbuhan, perspektif proses bfsnis internal, perspektif pelanggan dan perspektif keuangan.Populasi untuk perspektif Pertumbuhan dan Pembelajaran dan perspektif Proses Bisnis Internal adalah pegawai Biro keuangan yang berjumlah 77 orang. Adapun mengambilan sampelnya (selain indikator kehandalan sistem informasi) menggunakan teknik sensus. Sedangkan sampel untuk indikator kehandalan sistem informasi menggunakan non random sampling yaitu hanya pejabat Biro Keuangan yang berjumlah 17 orang. Populasi untuk pelanggan adalah pegawai yang ada pada Sekretariat Jenderal selain Biro Keuangan dan pejabat pegawai yang mengurus biaya mutasi/pindah. Teknik pengambilan sarnpelnya non random sampling, untuk pegawai Sekretariat Jenderal berjumlah 65 orang dan 50 orang untuk pejabat/pegawai yang mengurus biaya mutasilpindah. D.isamping itu untuk teknik pembobotan menggunakan 6 orang responden ahli yang diambil dari pejabat di Sekretariat Jenderal yaitu dua orang pejabat eselon 11 dan empat orang pejabat eselon Ill.Hasil dari penelitian dapat disimpu!kan bahwa kinerja Biro Keuangan Departemen Hukum dan HAM dengan pendekatan Balanced Scorecard adalah baik dengan total skor 35, dan hasil pengukuran skor serta bobot yang diberikan oleh para ahli untuk keseluruhan aspek sebesar 3,57 angka ini masuk dalam kategori cukup baik.Perincian hasil pengukuran ini adalah sebagai berikut ; kinerja pembelajaran dan pertumbuhan yang diukur dengan kepuasan pegawai, internalisasi visi dan misi serta kemampuan sistem informasi rnemperoleh skor 9 ruasuk dalam predikat cukup baik. kinerja proses bisnis internal yang diukur dengan menggunakan satu indikator, yaitu operasi memperoleh skor 4 masuk dalam kategori baik, kinerja pelanggan yang diukur dengan lima indikator yaitu tangibility, reliability, responsiveness, assurance dan empathy memperoleh skor 18 masuk dalam predikat baik dan kinerja pada aspek keuangan yang diukur dengan indikator penyerapnn anggaran memperoleh skor 4 masuk dalam kategori sangat baik dengan tingkat penyerapan anggaran sebesar 85~1 %.

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Bureau of Finance has the task to develop and implement financial management for the Ministry of Law and Human Rights. In order to see the success of the program and activities that have been carried out on the tasks assigned, the bureau has to do performance measurement. The diving performance measurement is done based on the financial aspects and Government Accountability Report (LAKIP). The results of both reports cannot be used as guidelines for assessing the performance level of the actual condition of Finance Bureau. In this study author analyze performance measurement practices in the bureau using the Balanced Scorecard approach, This approach was used to measure the performance from four perspectives: learning and growth perspective, internal business process perspective, customer perspective and financial perspective. Population for growth and teaming perspective and Internal Business Processes perspective is Finance Bureau staff total 77 people. The sampling (other than the information system reliability indicator) is using census techniques. The sample taken to study the indicator of reliability of information systems using non-random sampling of lhe total population of Finance Bureau officials. Population to the customer is employee to the Secretariat General and employees who take care of the cost of mutation I move, Sample taking technique of non random sampling, for the General Secretariat staff are 65 people and 50 people for officers/employees who take care of the cost of mutation I move. In addition to weighting techniques author using 6 expert respondents taken from officlais at the Secretariat General of the two echelon II officials and four echelon Ill officials.

Results of research can be concluded that the performance of the Bureau of Finance Ministry of Law and Human Rights using the Balanced Scorecard approach is wen with the total score of 35, and the results of measurement and weighting scores given by experts for ali aspects of this figure is 3.57 in the good category.

The details of these measurements are as follows: learning and growth performance as measured by employee satisfaction, internalization of the vision and mission and capabilities of information systems scored 9 in the predicate is quite good, internal business process performance as measured by using a single indicator, namely the operation scores 4 fall into either category, customer performance as measured by five indicators namely tangibility, reliability, responsiveness, assurance and Empathy scores of 18 in both the predicate and performance on the financial aspects, as measured by indicators of budget absorption of 4 scores entered in the

category very well with budget for the absorption rate 85,31%."

"The objectives of this research are to analyze the condition of employee ?s mnotivation and factors affecting the work motivation of employee?s. Study used is sensus technique as sampling method in Supervisor level and employees of technique division at PT Lasallefood Indonesia. Respondents participate are twenty five emmzployee ?s. This research is using rank spearmami and analysis perception existence of the work motivation factors of the employee?s. There are 11 imidicators as an object analysis which can be classified on to two dimensions; internal amid external as a motivation constructor. The result of this research shows that conditiomi of the employee?s motivation hasn ?t optimal yet, indicated by low percentation of work motivation of emnployee ?S in Supervisor level amid technique division at PT Lasallefood Indonesia. External factors which can push the motivation work the employee?s of technique division and supervisor level are relation of superior and subordimiate, relationship wit/i fellow worker, regulation and company policy, the work condition, compensation and health allowance, have positive amid real corellation to motivation work the emnployee?s. This means that excelsior mount their satisfaction to various the factors hence motivate the employee?s job even also of excelsior. Real correlation in internal factors with the muotivation work the employees of technique division amid supervisor level is gender that is men. While age factor, the education level, year of experience work at PT Lasallefood Indonesia and suns up the family responsibility do not have the real corelation with the motivation work employees."

"Secara spesifik tujuan penelitian ini adalah ingin mengetahui adanya pengaruh yang positif dan signifikan antara aspek keuangan, aspek pelanggan, aspek proses bisnis internal dan aspek pertumbuhan pembelajaran. Semua aspek ini secara komprehensif dijelaskan dengan metode Balanced Scorecard. Pada kesempatan ini metode Balanced Scorecard diterapkan di Universitas Lambung Mangkurat.Mengacu dari tujuan penelitian tersebut diperoleh, bahwa :- Aspek keuangan terlihat secara umum dari tahun anggaran 1998-2001 dinyatakan baik. Hal ini merupakan prestasi baik Universitas Lambung Mangkurat dalam mengupayakan efisiensi anggaran. Pada tahun 1998 (101,5), tahun 1999 (107.1), pada kedua tahun ini masuk kategori level Sehat pada bobot perhitungan yang lebih dari rasio 100, dan di tahun 2000 (111.95), tahun 2001 (112.66) masuk kategori Sehat Sekali dengan melebihi rasio 110.- Aspek pelanggan, hanya dua variabel yang baik diterapkan di Universitas Lambung Mangkurat yaitu variabel assurance (82.04) dan tangibility (98.02), sementara variabel lain masih rendah tingkat kepuasan pelanggannya seperti reliability (74.82), responsiveness (72.15) dan empathy (73.74).- Aspek proses bisnis internal, penelitian menunjukkan 48.9 % responden menilai sudah baiknya layanan yang Universitas Lambung Mangkurat berikan kepada pelanggannya.- Aspek pertumbuhan dan pembelajaran, hasil penelitian menunjukkan bahwa Universitas Lambung Mangkurat telah menerapkan budaya pembelajaran organisasi, pembaharuan organisasi, pemberdayaan individu, tetapi hal ini belum didukung oleh pengembangan teknologi dalam organisasi. Disamping itu, faktor kepuasan kerja pegawai Universitas Lambung Mangkurat umumnya sudah cukup baik, persentase tertinggi responden menyatakan puas 54.8%, dan 11.6% meyatakan sangat puas.Secara gamblang pendekatan Balanced Scorecard membuktikan lebih komprehensif dalam menjelaskan kinerja karena mencakup aspek finansial dan nonfinansial. Dan ada keseimbangan dari setiap aspek, baik aspek keuangan, proses bisnis internal, pertumbuhan pembelajaran dan pelanggan, sehingga pencapaian hasil pelaksanaan lebih efisien dan efektif."

"Tesis ini membahas tingkat kepuasan dari pasien sebagai pengguna jasa layanan Puskesmas di Kabupaten Garut pada Tahun 2009. Puskesmas sebagai institusi pelayanan publik memiliki kewajiban untuk memberikan layanan sesuai dengan standar pelayanan yang bermutu dan dapat memberikan kepuasan kepada pasien. Pengukuran tingkat kepuasan Pasien Puskesmas di Kabupaten Garut perlu dilakukan untuk mengatahui kondisi eksisting pelayanan kesehatan oleh Puskesmas di Kabupaten Garut.Penelitian ini menggunakan pendekatan survei deskriptif dengan menggunakan pendekatan cross sectional untuk mendapatkan gambaran kepuasan pasien pada setiap atribut dan dimensi kepuasan. Data yang terkumpul dianalisis secara deskriptif pada karakteristik, tingkat harapan dan persepsi serta kepuasan pasien. Selanjutnya dilakukan uji hubungan karakteristik dan dimensi kepuasan terhadap kepuasan pasien dan dilakukan analisis gap pada setiap dimensi dan atribut untuk mendapatkan Indeks kepuasan. Importance Performance Analysis (IPA), dilakukan untuk mendapatkan atribut dan dimensi prioritas perbaikan.Hasil penelitian menunjukkan bahwa tidak ada hubungan yang signifikan antara karakteristik pasien (jumlah kunjungan, jenis kelamin, umur, pekerjaan dan tingkat pendidikan) dengan tingkat kepuasan pasien. Pengujian pada semua Dimensi Kepuasan menunjukkan bahwa ada hubungan yang signifikan setiap dimensi kepuasan terhadap kepuasan secara keseluruhan. Hasil analis gap menunjukkan bahwa pada setiap dimensi kepuasan pasien terjadi gap. Gap terkecil ada pada atribut penampilan fisik petugas Puskesmas yaitu -0,33, tetapi secara dimensi kepuasan penilaian kinerja paling tinggi adalah pada dimensi reliability yaitu 0,71. Hasil dari Importance Performance Analysis menunjukkan bahwa atribut yang berhubungan dengan dimensi Empathy memerlukan perhatian untuk perbaikan dengan gap sebesar -0,90. Indeks Kepuasan Pasien Puskesmas diperoleh sebesar 81,74%.Dari temuan berdasarkan hasil penelitian ini disarankan untuk Dinas Kesehatan Kabupaten Garut untuk untuk membuat strategi peningkatan mutu yang lebih terstruktur dan sistematis dengan memperhatikan faktor-faktor yang menjadi titik lemah atau pada gap yang paling besar dan pengaruh paling kuat. Sehingga skala prioritas perbaikan dapat diperbaiki dengan baik.

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This research was finding out the satisfaction of health service in Community Health Center (Puskesmas) at Kabupaten Garut at the end year 2009. The Puskesmas as public service has obligated to serve the community according the Standard Quality of Service to achieve one from the objectives is the satisfaction of the patients. Determining the level satisfaction in Puskesmas is required to be done for finding out the existing conditions of the health service given to the people.This research was using descriptive survey and cross sectional approach to achieve the complete figure of customer satisfaction at all attributes and satisfaction dimensions. Collected data were analyzed destructively on characteristically of expectation level and satisfaction dimensions. More far, it?s execute a correlation examination between characteristic and satisfaction dimensions to customer satisfaction and did a gap analysis on each dimension and attribute to achieve Satisfaction Index. An Important Performance Analysis is done to get a figure of attribute and dimensions of improvement priority.The result of this research has shown that there wasn?t a significant correlation between customer characteristic (numbers of visit, gender, age, occupations, educations) with level of patient?s satisfactions. Examination to all satisfaction dimensions has found that there is a significant correlation between on each satisfaction dimensions to customer satisfaction generally. Analysis gap result has shown that the customer has own judgment to physical appearance to staff of Puskesmas at 0.33 point, but according to satisfaction dimensions, the quality of performance is the highest rate on reliability dimensions is 0.71 point. Result of Importance Performance Analysis has shown that related attribute with empathy dimensions needs to be addressed for improving as much as -0.90 point. Satisfaction Index is achieved at 81.74%.From the figure of the outcomes, the writer is advising to Dinas Kesehatan Kabupaten Garut to plan some strategies actions for improving the Quality of Service systematically and structurally by focusing from weakness points or the biggest gap and the enormous influences to formulate the priority scale of improvement can be done more effectively and efficiently."

"The development of this insurance product is seen from the premium and the investment results, which are constantly increasing from year to year in accordance with the development of Unit-Linked products. This is, of course, related to the investment performance of Unit Link products, and any products of Unit Link that produces optimum investment performance. Unit Link is a life insurance product, combined with investment, and organized by investment management company. Unit Link is allocated for Cash Fund, Fixed Income Fund, Money Market Fund, and Mixed Fund. The research question is which are of the Unit link products that produce optimum investment performance by using Sharpe, Treynor and Jensen measurement method?.The research is conducted with quantitative approach, specifically descriptive research. Population content are 179 products and sample amount of 150 products are sampled by means of purposive sampling method. The presented data are acquired from unit-linked daily value data in Business Indonesia, IHSG daily data, and Bank Indonesia's interest value. The data are calculated using Sharpe, Treynor, and Jensen's method of measuring investment's performance. Data tabulation is done with Microsoft Office Excel and SPSS version 16.0 software.Based on the calculation results, Unit Link products that have best performance according to Sharpe method are Arthalink-Dynamic, Mega Link Protected Fund, Maestropiece Platinum (USD), and Manulife Dana Berimbang. According to Treynor method, Unit Link products that have best performance are MAA Rupiah Equity Fund, Manulife Pendapatan Tetap Dolar, Pro-Invest US$ Fund dan Brilliance USD Managed Fund. According to Jensen method, PRU link Rupiah Equity Fund, PRU link US$ Fixed Income Fund, ZLink Dana US$, and Mega Link Balanced Fund. In order to produce optimum investment performance, investors are recommended to invest their money to Arthalink-Dynamic Arthalink-Dynamic, Mega Link Protected Fund, Maestropiece Platinum (USD), and Manulife Dana Berimbang according to Sharpe method. In order to produce optimum investment performance, investors are recommended to invest their money to MAA Rupiah Equity Fund, Manulife Pendapatan Tetap Dolar, Pro-Invest US$ Fund dan Brilliance USD Managed Fund according to Treynor method. In order to produce optimum investment performance, investors are recommended to invest their money to PRU link Rupiah Equity Fund, PRU link US$ Fixed Income Fund, ZLink Dana US$, and Mega Link Balanced Fund according to Jensen method."

"ABSTRACTThis study aimed at evaluating the petformance of one ecotourism spots namely Pulau Merah, the beach which is located within the forest area in Banyuwangi, East Java. According to number of its visitors, Pulau Merah is potential to be developed as an ecotourism destination. In addition, it is located near the Sukamade beach, one of the T riangle Diamond which is set as main tourism destination by the local government ofBanyuwangi. The IPA (importance performance analysis) was conducted toassess performance ofPulau Merah and its development priority by distributing questionnaire to visitors. The research reveals that the main priority of improvement for Pulau Merah are road access to location, increase of electricity and telecommunication network, improvement of beach area cleanliness, improvement of public toilets and washing facilities quality, addition number of trash can and addition of warning boards of danger and warning boards not to exploit plants and animals in the beach areas."

"Penelitian ini berfokus pada peningkatan kualitas jaringan High Speed Downlink Packet Access (HSDPA) dalam industri telekomunikasi. Tujuan penelitian adalah untuk meningkatkan kualitas jaringan HSDPA dan kepuasan pelanggan. Metode penelitian yang digunakan dalam penelitian ini adalah melalui penerapan siklus DMAIC pada Six Sigma dan Importance Performance Analysis (IPA) sebagai kontrolnya. Dari hasil analisis didapat Call Setup Success Rate (CSSR) merupakan parameter Critical to Quality pada HSDPA dengan kualitas terendah. Hasil penelitian memberikan perubahan rata-rata CSSR dari 98,44% menjadi 99,43% dan level sigmanya dari 3,6<σ<3,7 menjadi σ > 4,0. Dan dari hasil pengukuran IPA menunjukan nilai performansi 3,62 melebihi nilai kepentingan 3,56 yang artinya pelanggan puas, sehingga perbaikan tadi sekaligus memberikan hasil baik pada perusahaan.

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This study focus on quality improvement of High Speed Downlink Packet Access (HSDPA) network in telecommunication industry. The purpose of this study is to improve quality of HSDPA network and customer satisfaction. The research method used in this reaseach is through implementation of Six Sigma DMAIC cycle and Importance Performance Analysis (IPA) as control. From analysis is found that Call Setup Success Rate (CSSR) as Critical to Quality parameter on HSDPA with lowest quality. The result give the average change in CSSR from 98,44% to 99,43% and sigma level from 3,6<σ<3,7 to σ > 4,0. And the result of IPA measurement show performance score is 3,62 greater than importance score 3,56 that mean the customer is satisfied, so that the improvement was at the same time provide good results on that company."

"Comunication between microcontrollers is one of the crucial point in embedded sytems. On the other hand, embedded system must be able to run many parallel task simultaneously. To handle this, we need a reliabe system that can do a multitasking without decreasing every task?s performance. The most widely used methods for multitasking in embedded systems are using Interrupt Service Routine (ISR) or using Real Time Operating System (RTOS). This research compared perfomance of USART communication on system with RTOS to a system that use interrupt. Experiments run on two identical development board XMega A3BU-Xplained which used intenal sensor (light and temperature) and used servo as external component. Perfomance comparison done by counting ping time (elapsing time to transmit data and get a reply as a mark that data has been received) and compare it. This experiments divided into two scenarios: (1) system loaded with many tasks, (2) system loaded with few tasks. Result of the experiments show that communication will be faster if system only loaded with few tasks. System with RTOS has won from interrupt in case (1), but lose to interrupt in case (2).

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Komunikasi antar mikrokontroller adalah salah satu hal krusial dalam sebuah embedded system. Di sisi lain, embedded system juga harus dapat menangani beberapa task/pekerjaan dalam satu waktu. Untuk itu, diperlukan sebuah sistem yang dapat melaksanakan proses multitasking tanpa mengganggu per-forma dari masing-masing task yang ada. Ada dua metode multitasking yang populer digunakan pada embedded system, yaitu menggunakan Interrupt Service Routine (ISR) dan menggunakan Real Time Operating System (RTOS). Penelitian ini membandingkan performa komunikasi USART pada mikro-kontroller dengan RTOS dengan yang hanya menggunakan interrupt. Uji coba dilakukan pada dua development board XMega A3BU-Xplained dengan sensor internal (cahaya dan temperatur) dan men-jalankan sebuah servo. Uji performa dilakukan dengan menghitung waktu ping, yaitu waktu yang dibu-tuhkan untuk mengirim satu karakter data ke board tujuan dan menerima balasan satu karakter sebagai tanda bahwa data telah diterima oleh board tujuan. Skenario yang digunakan adalah (1) sistem memiliki banyak task, dan (2) saat sisem memiliki sedikit task. Berdasarkan eksperimen yang dilakukan, secara umum proses komunikasi akan berjalan lebih cepat jika sistem hanya mempunyai sedikit task. Sistem dengan RTOS akan memiliki waktu ping yang jauh lebih cepat dari yang menggunakan interrupt pada kasus (1), namun sistem dengan interrupt akan lebih cepat dari sistem dengan RTOS pada kasus (2)."

"ABSTRAKThis study aimed at evaluating the performance of one ecotourism spots namely Pulau Merah, the beach which is located within the forest area in Banyuwangi, East Java. According to number of its visitors, Pulau Merah is potential to be developed as an ecotourism destination. In addition, it is located near the Sukamade beach, one of the Triangle Diamond which is set as main tourism destination by the local government of Banyuwangi. The IPA (importance-performance analysis) was conducted to assess performance of Pulau Merah and its development priority by distributing questionnaire to visitors. The research reveals that the main priority of improvement for Pulau Merah are road access to location, increase of electricity and telecommunication network, improvement of beach area cleanliness, improvement of public toilets and washing facilities quality,addition number of trash can and addition of warning boards of danger, and warning boards not to exploit plants and animals in the beach areas."

"Peningkatan pendapatan di Instalasi Rawat Jalan RSUD Koja dipengaruhi oleh meningkatnya jumlah kunjungan pasien karena tersedianya inovasi pelayanan yang memberikan kemudahan dalam pelayanan, akan tetapi komplain pasien terkait pelayanan yang diberikan juga mengalami peningkatan. Peningkatan jumlah komplain pasien tersebut menyebabkan survey kepuasan pelanggan belum mencapai target standar pelayanan minimal rumah sakit. Survey kepuasan pegawai di instalasi tersebut juga belum mencapai target yang telah ditentukan oleh rumah sakit. Tujuan penelitian ini adalah menganalisis kinerja Instalasi Rawat Jalan di RSUD Koja secara keseluruhan dengan menggunakan metode Balanced Scorecard. Jenis penelitian adalah deskriptif analitik dengan pendekatan kuantitatif dan kualitatif, serta menggunakan data sekunder dan data primer. Dari penelitian ini diperoleh bahwa kinerja keuangan menunjukkan kinerja baik dengan peningkatan pendapatan dan realisasi pendapatan yang mencapai target. Kinerja pelanggan menunjukkan kinerja yang cukup dengan peningkatan terhadap retensi pelanggan dan pertumbuhan pelanggan, akan tetapi survey kepuasan pelanggan belum mencapai target Standar Pelayanan Minimal yaitu 90% dan akuisisi pelanggan mengalami penurunan sehingga perlu mendapatkan perhatian. Kinerja proses bisnis internal menunjukkan kinerja cukup dengan inovasi pelayanan yang mampu mengidentifikasi kebutuhan pasien dan waktu tunggu rawat jalan yang sesuai target yaitu ≤60 menit, namun perlu diperhatikan jumlah komplain pasien yang mengalami peningkatan. Kinerja pembelajaran dan pertumbuhan menunjukkan kinerja cukup dengan terlaksananya program-program akses diklat secara berkala, akan tetapi kepuasan pegawai belum mencapai target rumah sakit yaitu 90% dan kapabilitas sistem informasi dengan nilai rata-rata sebesar 62,6% termasuk dalam kategori cukup baik. Secara keseluruhan kinerja Instalasi Rawat Jalan RSUD Koja adalah cukup baik.

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The increased income of Outpatient Services at Koja Hospital is influenced by the increasing number of patient visits due to the availability of service innovations that provide convenience in services. However, the amount of complaints from patients regarding the services provided have also escalated. The interpolation in the number of patient complaints has led to customer satisfaction surveys not yet reaching the target of minimum hospital services. The employee satisfaction survey at the installation has also not reached the standard services set by the hospital. The purpose of this study is to analyze the performance of outpatient installations in the Koja Hospital as a whole using the Balanced Scorecard method. The research type is analytical descriptive with quantitative and qualitative approaches and uses secondary data and primary data. From this study, it was found that financial performance showed good performance with an augment in income and realization of income that reached the target. Customer performance shows sufficient results with customer retention and customer growth, but customer satisfaction surveys have not reached the target of Minimum Service Standards of 90% and customer acquisitions have decreased consequently it needs attention. Internal business process performance shows sufficient implementation with service innovation that is able to identify patient necessity and outpatient waiting times that are targeted at ≤60 minutes, although it should be noted the number of patient complaints that have increased. Learning and growth performance shows sufficient outcome with the execution of training access programs on a regular basis nevertheless, employee satisfaction has not reached the target of the hospital, namely 90% and information system capabilities with an average value of 62.6% included in the fairly good category. Overall, the performance of the Outpatient Installation of RSUD Koja is relatively good."