Author

Abdul Rahmat

Subject

- Pendidikan

Abstract

The aim of this research is to evaluate the performance of academic services at Open University (UT) by using the modified balanced scorecard. Through evaluation, the research found out the level of achievement of UT’s strategic plans to achieve the vision and mission of UT. The perspectives of the BSC evaluated at UT’s academic services are as follows: (1) customer perspective, (2) financial perspective, (3) internal business perspective and (4) innovation and learning perspective. The evaluation was carried out by interviewing, questionnaires to 358 respondents and document analysis of the Annual Reports in 2013 and 2014. The quantitative data processing was conducted using Customer Satisfaction Index (CSI) and Importance Performance Analysis (IPA). The evaluation result showed that the performance of Academic Services of UT is in a very good condition (healthy condition), which has an “A” category with a 74, 11 score of the whole performance. The evaluation result showed that the performance of the academic services of UT from a customer perspective is at a level of 67.54% of the index, while 75.44% of the index was on financial perspective, 78.32% of the index was on internal business process perspective and 76.61% of the index was on learning and growth perspective.

Publisher

International Journal of Innovation, Creativity and Change. www.ijicc.net Volume 12, Issue 12, 2020

Contributor

-

Publish

2020

Material Type

ARTIKEL

Right

-