PERANCANGAN SISTEM PENGUKURAN KINERJA DENGAN BALANCED SCORECARD DAN ANALYTICAL HIERARCHY PROCESS

This study designs a performance measurement system for Apotek K-24 Indragiri Surabaya using the Balanced Scorecard (BSC) method integrated with the Analytical Hierarchy Process (AHP). Four main perspectives of the BSC, namely financial, customer, internal business process, and learning and growth, are identified to determine relevant Key Performance Indicators (KPIs). The results of the AHP analysis show that the financial and customer perspectives are the top priorities, underlining the importance of profitability and customer satisfaction for the pharmacy. The internal business process and learning and growth perspectives are also important to maintain operational efficiency and human resource development. The integration of BSC and AHP results in a more focused performance measurement system, allowing the pharmacy to set measurable targets and monitor achievements periodically. This system supports more effective performance management in improving the competitiveness and service of the pharmacy amidst the competition in the pharmaceutical industry.