Proceedings of the 1st Hasanuddin International Conference on Social and Political Sciences, HICOSPOS 2019, 21-22 October 2019, Makassar, Indonesia

Research Article

Performance Analysis of Drinking Water Supply Companies Based on Balanced Scorecard in Makassar City

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  • @INPROCEEDINGS{10.4108/eai.21-10-2019.2291529,
        author={Badu  Ahmad and Baharuddin  Baharuddin and Rakhmat  Rakhmat and Adnan  Nasution},
        title={Performance Analysis of Drinking Water Supply Companies Based on Balanced Scorecard in Makassar City},
        proceedings={Proceedings of the 1st Hasanuddin International Conference on Social and Political Sciences, HICOSPOS 2019, 21-22 October 2019, Makassar, Indonesia},
        publisher={EAI},
        proceedings_a={HICOSPOS},
        year={2020},
        month={2},
        keywords={balanced scorecard performance analysis local government},
        doi={10.4108/eai.21-10-2019.2291529}
    }
    
  • Badu Ahmad
    Baharuddin Baharuddin
    Rakhmat Rakhmat
    Adnan Nasution
    Year: 2020
    Performance Analysis of Drinking Water Supply Companies Based on Balanced Scorecard in Makassar City
    HICOSPOS
    EAI
    DOI: 10.4108/eai.21-10-2019.2291529
Badu Ahmad1,*, Baharuddin Baharuddin1, Rakhmat Rakhmat1, Adnan Nasution1
  • 1: Department of Administration Sciences, Universitas Hasanuddin, Indonesia
*Contact email: badu@unhas.ac.id

Abstract

This research aims to describe and analyze the performance of the Local Drinking Water Company (Perusahaan Daerah Air Minum, PDAM) of Makassar using a Balanced Scorecard, which evaluated: financials, customer service, internal company operations, and Growth and Learning. The population of interest for this study was all PDAM customers and employees, with a sample of 100 customers and 50 employees of Makassar PDAM. Data was collected through a questionnaire, observation of respondents, and document review. Balanced scorecard results were positive overall; scores for the Makassar local government and PDAM still showed a necessity for improvement efforts in order to achieve maximal performance. Company financial performance evaluation showed fluctuation over the previous 5 years due to an increase in total assets which was not accompanied by a comparable increase in net profits. Company customer satisfaction was positive, with a significant portion of customer respondents satisfied with the treatment they received from employees. Scores for company internal operations performance were also positive, indicating effective and efficient operations. Company Learning and Growth evaluation scores returned by PDAM staff showed employees were satisfied overall with both their salaries and their daily workloads