Performance evaluation of XYZ water supply company from the balanced scorecard perspective

• Main Authors: Worldailmi, Elanjati, Carolina, Putri Shafira, Milania, Alma Fitria
• Format: Conference Proceeding
• Language: English
• Subjects: Customers; Performance evaluation; Subsidiaries; Water supply
• ISSN: 0094-243X; 1551-7616
• DOI: 10.1063/5.0164789

XYZ is a company that runs in water supply industries that are engaged in the distribution of water for household needs. This research aims to measure the results of the work performance by XYZ water supply company to improve, identify, and measure several functions of the internal business and external results of the business. The balanced scorecard method is used to help evaluate the performance of the company. To measure and evaluate key performance indicators in XYZ company, should observe and collect both primary and secondary data. For primary data, it is done by direct interviews with XYZ company. The result shows on the highest position of financial aspect are in 2019. From a customer perspective, the highest percentage increase of customer complaints is from 2019, the highest percentage increase of customers is in 2018 are 0.073. The highest market share from 2020 is 39731. For customer acquisition from 2018 are 0.37. From the business internal process perspective, the company has carried out developments such as making online complaint services, establishing subsidiaries in new fields, implementing SDGs, collaborating with other companies, and making internal quality improvements. The learning and growth aspects that can be seen from the net income per personalia from 2018 to 2020 are 9,563,586.46, 10.837,952.54, and 9,913,010.36. It can be concluded that the company experienced high performance in 2019 in 3 aspects except for the customer aspect. The results show that the most recent value is in 2020 it has the lowest value in the financial perspective that had the lowest customer increase, the lowest customer acquisition, also with a lower net income value than 2019. From this result, it can be suggested for companies to use the Balanced Scorecard with a top-down approach as a tool to assist with performance appraisal that will audit financial and operational performance so that XYZ can become a company with better quality and performance. This research also proves that the Balanced Scorecard can be a sustainable tool for improving and developing the company.