Performance Analysis of Literacy Communities Using the Balanced Scorecard Approach

This study aims to determine management performance and formulate strategies to improve the performance of Gerakan Suka Baca, Saung Himelnah, and Sabtu Ceria based on the Balanced Scorecard approach. This research uses a qualitative approach with a case study research method. Data was collected by conducting interviews with administrators of each community and reviewing documents. Data was analyzed using the Balanced Scorecard approach and measuring financial perspective by analyzing the cost acquisition and cost effectiveness; customer perspective by analyzing the customer growth; internal business perspective by looking at their innovation and efforts to retain customers; and learning and growth perspective by assessing the tools they have to measure their productivity and efforts in developing volunteers skill. The results of the study show that none of the three communities have optimized financial management; only Gerakan Suka Baca has customer growth data collection; Gerakan Suka Baca and Saung Himelnah have formed an organizational structure and structured learning programs; and no community has tools to measure productivity of volunteer performance. All three communities need to optimize the search for funding sources to improve internal business management which leads to increased customer retention and satisfaction in order to increase the level of community literacy.