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KRITERIA UNJUK KERJA(PERFORMANCE CRITERIA)
Ir. Bambang Sugiyono AP, MSc
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Increasing performance
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KRITERIA UNJUK KERJA
Bab ini akan membahas tentang: Kriteria unjuk kerja
Definisi Pengukuran unjuk kerja
Tujuan Pengukuran unjuk kerja
The performance criteria
The Basic Feedback Loop
The process steps
The characteristics of quality service
SAS Case study
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KRITERIA UNJUK KERJA
PENDAHULUAN
Pengukuran unjuk kerja menjadi akan lebih sulit apabila dilakukan secara ideal (Arthur R Tenner,
1982:44). Pengukuran dapat dilakukan pada tiga tingkatan, yaitu pada sisi:
Process measures,
Output measures, and
Outcome measures.
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KRITERIA UNJUK KERJA
Pengukuran unjuk kerja diakui merupakan salah satu elemen yang penting pada program TQM (Total Quality Management) (TRADE PBM SIG,1985: 1-3).
Manajer dan supervisor selalu mengarahkan untuk melakukan usaha-usaha di dalam organisasi atau kelompok mempunyai tanggung jawab untuk
mengetahui: how, when, and where thd perubahan di institusi dalam artian yang sangat luas.
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DEFINISI PENGUKURAN UNJUK KERJA
Pengukuran unjuk kerja bukanlah penyerder- hanaan thd pengumpulan data yang dikaitkan dengan a predefined performance goal or standard (TRADE PBM SIG, 1985: 1-3).
Pengukuran unjuk kerja haruslah dipikirkan lebih baik yang merupakan suatu sistem manajemen yang meliputi prevention and detection aimed
pada penampilan yang sesuai dari work product or service thd your customer’s requirements.
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DEFINISI PENGUKURAN UNJUK KERJA
Pengukuran unjuk kerja berkaitan dengan proses optimalisasi dengan meningkatkan efisiensi dan efektivitas dari suatu proses atau produk.
Performance measurement is primarily managing outcome, and one of its main purpose is to reduce or eliminate overall variation in the work product or process (Yang utama pada pengukuran unjuk
kerja adalah mengelola outcome/hasil, dan kegunaan utamanya adalah utk mereduksi dan mengeliminir variasi/simpangan pada saat memproduksi atau memproses benda kerja).
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TUJUAN PENGUKURAN UNJUK KERJA
The goal of performance measurement is to arrive at sound decisions about actions affecting the product or process and its output (TRADE PBM SIG, 1985: 1-4).(Tujuan dari pengukuran unjuk kerja adalah untuk mencapai pada suatu tingkat keputusan utk melakukan tindakan yang akan mempengaruhi produk dan proses dan output-nya).
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WHAT ARE PERFORMANCE MEASURES?
The performance measures quantitatively tell us something important about our products,services, and the processes that produce them.
The performance measures are a tool to help us understand, manage, and improve what our organizations do.
(TRADE PBM SIG, 1985: 1-4).
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WHAT ARE PERFORMANCE MEASURES?
The performance measures let us know:
how well we are doing
if we are meeting our goals
if our customers are satisfied
if our processes are in statistical control
if and where improvements are necessary
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APA ARTI PENGUKURAN UNJUK KERJA?
Pengukuran unjuk kerja adalah:
Bagaimana mengerjakan sesuatu dgn baik?
Jika mencapai tujuan kita
Jika konsumen kita terpuaskan
Jika proses produksi secara statistik
terkendalai Jika dan dimana improvisasi dapat digunakan
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WHAT ARE PERFORMANCE MEASURES?
A performance measure is composed of a number and a unit of measure.
The number gives us a magnitude (how much)
and the unit gives the number of a meaning (what).
A performance measure are always tied to a
goal or an objective (the target).(TRADE PBM SIG, 1985: 1-4).
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THE UNIT OF PERFORMANCE MEASURE
A performance measure can be represented by single dimensional units like:
hours (jam),
meters (meter),
Dollars (dolar),
Number of reports (jumlah laporan), Number of errors (jumlah kesalahan),
etc
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SATUAN PENGUKURAN UNJUK KERJA
A performance measure can be represented by multi dimensional units like:
miles per gallon (a performance measure of fuel economy),
No. of accidents per million hours worked (a performance measure of the companies safety program),
No. of on time vendor deliveries per total no. of vendor deliveries, and
etc
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THE UNIT OF PERFORMANCE MEASURE
Pengukuran unjuk kerja dapat direpresentasikan dalam satuan multi dimensional, seperti:
km per liter (utk pengukuran konsumsi bahan bakar),
jumlah kecelakanaan per sejuta tenaga kerja (utk pengukuran program keselamatan kerja di perusahaan),
jumlah ketepatan waktu pengiriman dari vendor per total jumlah pengiriman oleh vendor, dan
etc
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THE PERFORMANCE CRITERIA
The six performance criteria (TRADE PBM SIG,1995:1-5):
1. Effectiveness
2. Efficiency
3. Quality
4. Timeliness 5. Productivity
6. Safety
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KRITERIA PENGUKURAN UNJUK KERJA
Enam kriteria Pengukuran unjuk kerja, yaitu: 1. Efektivitas
2. Efisiensi
3. Kwalitas
4. Ketepatan waktu
5. Produktivitas 6. Keselamatan kerja
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THE PERFORMANCE CRITERIA
1. Effectiveness: A process characteristic indicating the degree to which the process output (work product) conforms to requirements (Are we doing the right
things?)
(Efektivitas merupakan karateristik suatu proses yang mengindikasikan derajat dari
keluaran apakah telah sesuai dengan kebutuhan (Are we doing the right things?))
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THE PERFORMANCE CRITERIA
2. Efficiency: A process characteristic indicating the degree to which the process produces the required output at minimum resources cost (Are we doing the things
right?)
(Efisiensi merupakan karateristik suatu proses yang mengindikasikan derajat thd proses
memproduksi keluaran pada biaya yang minimum (Are we doing the things right?))
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THE PERFORMANCE CRITERIA
3. Quality: the degree to which a product or service meets customer requirements and expectations
(Kwalitas merupakan derajat dari suatu barang atau jasa yang dapat mencapai/sesuai dengan kebutuhan atau harapan konsumen)
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THE PERFORMANCE CRITERIA
4. Timeliness: Measure whether a unit of work was done correctly and on time. Criteria must be established to define what constitutes timeliness for a given unit of work. The
criterion is usually based on customer requirements.
(Ketepatan waktu merupakan salah satu alat
ukur apakah benda kerja tsb telah dikerjakan dengan benar dan tepat waktu)
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THE PERFORMANCE CRITERIA
5. Productivity: the value added by the process divide by the value of the labor and capital consumed.
(Produktivitas merupakan rasio antara nilai tambah dari suatu proses dibagi dengan biaya untuk tenaga kerja dan modal)
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THE PERFORMANCE CRITERIA
6. Safety: Measures the overall health of the organization and the working environment of its employees.
(Keselamatan kerja merupakan salah satu alat ukur kesehatan dari suatu organisasi dan lingkungan kerja thd tenga kerjanya)
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KRITERIA UNJUK KERJA
Process measures define activities, variables,and operations of the work itself. Measures at the process level also include measuring the products and services that suppliers input to
the work process. These measures represent parameters that directly control the integration of the people, materials, methods,machines, and the environment within the work process.
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KRITERIA UNJUK KERJA
Output measures define specific features,values, characteristics, and attributes of each product and service. Furthermore, output measures can be examined from two sides. One
side represents the output characteristics desired by customer, and the other side represents the output characteristics actually delivered by the process. The former is
referred to as requirements, expectations, or the voice of the customer.
(Arthur R Tenner, 1982:44)
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KRITERIA UNJUK KERJA
Outcome measures define the ultimate impact of the process on the customer and are dependent on what the customer does with the product and service. The customer satisfaction
can be used as the key measurement of outcome.
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THE CHARACTERISTICS OF QUALITY SERVICE
(Arthur R Tenner, 1 992: 61 )
Readers can use these models to define the product and service characteristics that
their own customers want:
Faster, better, and cheaper
Eight dimensions of quality
Ten determinants of service quality
Five “rater” criteria
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Faster, better, and cheaper(Arthur R Tenner, 1 992: 61 )
The first dimension, time, represents how quickly, easily, or conveniently a product or
service can be obtained.
The second dimension, cost, equates to how expensive the item is.
The third dimension, quality, is the most
difficult one to characterize.
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Lebih cepat, lebih baik, dan lebih murah(Arthur R Tenner, 1992:61)
Dimensi yang pertama, waktu, merupakan representasi dari seberapa cepat, mudah,atau cocok suatu barang atau jasa yang
didapatkan.Dimensi yang kedua, biaya, ekivalen dengan
seberapa mahal suatu barang dijual.
Dimensi yang ketiga, kwalitas, merupakan salah satu karakteristik yang paling sulit.
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Eight dimensions of quality
(Arthur R Tenner, 1 992: 63)
1 . Performance (unjuk kerja)
2. Features (fitur)
3. Reliability (keandalan)
4. Conformance (kesesuaian)
5. Durability (Ketahanan)
6. Serviceability (Mampu diservis)
7. Aesthetics (Estetika)
8. Perceived quality (Kwalitas yang jelas)
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Eight dimensions of quality
(Arthur R Tenner, 1 992: 63)
1 . Performance: the product’s primary operating characteristic. For example, performance of an automobile includes traits such as acceleration,
handling, cruising, speed, and comfort; performance
of an airline includes on-time arrival.
2. Features: Secondary aspects of performance.
3. Reliability: Probability of successfully performing a
specified function for a specified period of time under specified conditions.
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Eight dimensions of quality
(Arthur R Tenner, 1 992: 63)
4. Conformance: Degree to which a product’s design and operating characteristics meet established
standards.
5. Durability: A measure of product life or the amount of use obtained from a product before it deteriorate
to the point that replacement is preferred over repair.
6. Serviceability: The speed, courtesy, competence, and ease of repair.
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Eight dimensions of quality
(Arthur R Tenner, 1 992: 64)
7. Aesthetics: How a product looks, feels, sounds,tastes, or smells.
8. Perceived quality: Reputation.
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Ten determinants of service quality
(Arthur R Tenner, 1 992: 64)
1 . Reliability
2. Responsiveness
3. Competence
4. Access
5. Courtesy
6. Communication
7. Credibility
8. Security
9. Understandingthe customer
1 0. Tangibles
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Sepuluh faktor kwalitas pelayanan
(Arthur R Tenner, 1 992: 64)
1 . Keandalan
2. Tanggap
3. Kompetensi
4. Akses
5. Kesopanan/
kebaikan
6. Komunikasi
7. Kredibilitas
8. Keamanan
9. Pengertian thdkonsumen
1 0. Hal- hal fisik
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Ten determinants of service quality
(Arthur R Tenner, 1 992: 64)
2. Responsiveness: Willingness or readiness of employees to provide service; timeliness
3. Competence: Possession of the skills and knowledge required to perform the service
4. Access: Approachability and ease of access; waiting time; hours of operation.
5. Courtesy: Politeness, respect, consideration, and friendliness of contact personnel.
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Ten determinants of service quality
(Arthur R Tenner, 1 992: 64)
6. Communication: Keeping customers informed in language they understand; listening to customers;
adjusting language to different needs of different customers; explaining the service
itself, how much it will cost, and how problems will be handled.
7. Credibility: Trustworthiness, believability,honesty; company reputation; personal
characteristics of personnel.
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Ten determinants of service quality
(Arthur R Tenner, 1 992: 64)
8. Security: Freedom from danger, risk, or doubt; physical safety; financial security; confidentiality.
9. Understanding the customer: Making the effort to understand the customer’s needs; learning the customer’s specific requirements; providing
individualized attention; recognizing the regular customer.
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Ten determinants of service quality
(Arthur R Tenner, 1 992: 64)
1 0. Tangibles: Physical evidence of the service; physical facilities; appearance of the personnel;
tools or equipment used to provide service; physical representation of the service, such as plastic credit card or a bank statement; other
customers in the service facility.
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Five “rater” criteria
(Arthur R Tenner, 1 992: 65)
1 . Reliability
2. Assurance
3. Tangibles
4. Empathy
5. Responsiveness
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Five “rater” criteria
(Arthur R Tenner, 1 992: 65)
2. Assurance: Knowledge and courtesy of employees and their ability to inspire trust
and confidence.
4. Empathy: Caring, individualized attention the firm provides its customers.
5. Responsiveness: Willingness to help customers and provide prompt service.
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Tabel 4- 1 Compendium of Quality Characteristics
(Arthur R Tenner, 1 992: 66)
Deliverable Interactions
Faster Availability Responsiveness
Convenience Accessibility
Better Performance Reliability
Features Security
Reliability Competence
Conformance Credibility
Serviceability Empathy
Aesthetics Communication
Perceived quality Style
Cheaper Price
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Tabel 4- 2 Ringkasan dari Karakteristik Kwalitas
(Arthur R Tenner, 1 992: 66)
Kelengkapan Interaksi
Lebih cepat Kegunaan Tanggap
Kenyamanan Akses
Lebih baik Unjuk kerja Keandalan
Fitur Keamanan
Keandalan Kompetensi
Kesesuaian Kredibilitas
Mampu diservis Empati
Estetika Komunikasi
Reputasi Gaya
Lebih murah Harga
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Tabel 4- 3 Four Dimensions of Performance Measures
(Arthur R Tenner, 1 992: 1 32)
Dimension Focus Example Measure
1. Actual product End user or Specific features/ Characteristics and
or service customer attributes defined by customers
Customer satisfaction
2. Financial Shareholder Costs Return on investment
return Prices Profits
Sales volume Throughput
Productivity Waste
Cost of quality Efficiency
Capital utilization
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Tabel 4- 3 lanjutan
Dimension Focus Example Measure
3. Job Employees Specific needs and values defined
satisfaction By employees
Employee satisfaction
4. Social impact Community Regulatory satisfaction
Atmospheric emissions
Liquid discharge
Waste Disposal And recycling
Grants and Contributions
Presentation and publication
Taxes and fines
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Tabel 4- 4 Empat Dimensi Pengukuran Unjuk kerja
(Arthur R Tenner, 1 992: 1 32)
Dimensi Fokus Contoh pengukuran
1. Barang atau Pemakai Fitur khusus/ karakteristik dan
jasa Atau atribut yang dide- finisikan konsumen
Konsumen Customer satisfaction
2. Tingkat Pemegang Biaya ROI
pengembalian saham Harga Keuntungan
keuangan Permintaan Throughput
Produktivitas Limbah
Biaya Kwalitas Efisiensi
Utilisasi kapital
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Tabel 4- 4 lanjutan
Dimension Focus Example Measure
3. Kepuasan Tenaga kerja Kebutuhan dan Nilai yang didefinisi-
kerja kan oleh tk
Kepuasan tenaga kerja
4. Dampak sosial Komunitas Kepuasan peraturan
Pencemaran
Limbah buangan Bentuk cair
Limbah buangan Dan daur ulang
Hadiah dan Kontribusi
Presentasi dan publikasi
Pajak
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Tabel 4- 5 Four Dimensions of SAS Performance Measures
(Arthur R Tenner, 1 992:1 33)
If this is your focus… .. Then this is who you
need to please
… and these are key
measures
1. Customer Customers Customer satisfaction
Output characteristics
defined by customers
2. Shareholder Bosses Financial indicators:
Owner 1. Costs, sales, and profits
Financial Analysis 2. Cost of quality
Goals and objectives
defined by management
SAS = Scandinavian Airlines System
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Tabel 4- 5 Lanjutan
If this is your focus… .. Then this is who you
need to please
… and these are key
measures
3. Employee Employees Employee satisfaction
Factors contributing to
job satisfaction
4. Community Government agents Regulatory compliance
Social service Factors impacting on
Professional societies society
Academica
The press
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Tabel 4- 6 Four Dimensions of SAS Performance Measures
(Arthur R Tenner, 1 992:1 33)
Jika ini fokus anda … .. Kemudian ini yang
anda butuhkan
… dan ini adalah kunci
pengukuran
1. Konsumen Para Konsumen Kepuasan Konsumen
Karakteristik yang dide-
Finisikan oleh Konsumen
2. Pemegang saham Bos Indikator keuangan:
Pemilik 1. Biaya, penjualan, dan
keungtungan
Analisis keuangan 2. Biaya kwalitasTujuan yang didefinisikan
Oleh manajemen
SAS = Scandinavian Airlines System
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Tabel 4- 6 Lanjutan
Jika ini fokus anda … .. Kemudian ini yang
anda butuhkan
… dan ini adalah kunci
pengukuran
3. Tenaga kerja Tenaga kerja Kepuasan karyawan
Faktor yang memberikan
Kontribusi kepada kepuasan kerja
4. Komunitas Pemerintah Pemenuhan peraturan
LSM Faktor-faktor yang ber-
Masyarakat profesional Dampak kpd masyarakat Akademika
Kalangan
pers/wartawan
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RINGKASAN
Bab ini akan membahas tentang: Kriteria unjuk kerja
Definisi Pengukuran unjuk kerja
Tujuan Pengukuran unjuk kerja
The performance criteria The Basic Feedback Loop
The process steps
The characteristics of quality service SAS Case study
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SOAL LATIHAN
Jelaskan tentang: Kriteria unjuk kerja
Definisi Pengukuran unjuk kerja
Tujuan Pengukuran unjuk kerja
The performance criteria The Basic Feedback Loop
The process steps
The characteristics of quality service SAS Case study