Track: Industrial Management

Abstract

Balance Scorecard (BSC) model is a popular performance and strategic measurement model that was applied in various business and industries companies. A few previous researches has applied Balanced Scorecard (BSC) model to evaluate, monitor, and control . The purpose of this research is to apply BSC model for Operation and Maintenance Water Treatment Plant Business in one Indonesian water management company. Analytical Hierarchy Process (AHP) method, scoring system, and traffic light system also are used to develop BSC model for case company. The finding in this research, the customer is the type of perspective that is important and the increasing customer satisfaction and optimizing productivity are the type of strategic objective that is emphasized by the case study company. Key performance measurement is also carried out based on the targets that have been set and the results achieved by the company. It was found that there were 10 KPIs that had poor performance such as O&M Sales increase, target customers per area, technical sales training, and others. The recommendations of improvement program to increase performance of several KPIs that had poor performance such as increasing collaboration, event marketing, and rewarding program is also written in the conclusion in this paper.