2010 10 24 performance criteria 1

8/8/2019 2010 10 24 Performance Criteria 1

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24-Oct-10 1

KRITERIA UNJUK KERJA(PERFORMANCE CRITERIA)

Ir. Bambang Sugiyono AP, MSc



24-Oct-10 2

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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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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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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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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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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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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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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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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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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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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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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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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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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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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(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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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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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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7. Aesthetics: How a product looks, feels, sounds,tastes, or smells.

8. Perceived quality: Reputation.



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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


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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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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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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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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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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1 . Reliability

2. Assurance

3. Tangibles

4. Empathy

5. Responsiveness



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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


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


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


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 didefinisikan 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


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



The performance criteria The Basic Feedback Loop

The process steps

The characteristics of quality service SAS Case study



24 Oct 10 53

SOAL LATIHAN

Jelaskan tentang: Kriteria unjuk kerja



The performance criteria The Basic Feedback Loop

The process steps

The characteristics of quality service SAS Case study

2010 10 24 performance criteria 1

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