American International Journal of Business Management (AIJBM)

ISSN- 2379-106X, www.aijbm.com Volume 2, Issue 4 (April - 2019), PP 81-87

Employee Performance Measurement By Human Resource

Scorecard Method At PT PLN (Persero) KITSBU,
North Sumatra, Indonesia.
Catrin Novrista Harni1*, Harmein Nasution2, Suwardi Lubis2 and
Triara Juniarsih3
Postgraduate Program, Magister Management, Universitas Sumatera Utara, Medan, North Sumatra, Indonesia
2
Lecturer, Postgraduate Program, Magister Management, Universitas Sumatera Utara, Medan,
North Sumatra, Indonesia
3
Universitas Tjut Nyak Dhien, Medan, North Sumatra, Indonesia
*1
Correspondence Author: Catrin Novrista Harni

ABSTRACT:- Companies need human resources that have the knowledge, skills, and competencies in their
fields. Human resources in the organization are commonly called employees, the goal in this research is to
measure the performance of employees at PLN KITSBU with the Human Resources Scorecard (HRSC) method.
HRSC shows employee performance conditions since in the end this research provide suggestions on
improvement measures and improve employee performance in the following year. The type of research is
qualitative. Method of sampling research was using non-probability sampling with the number of respondents
was 12 individuals. The results of the study show that PLN KITSBU, Key Performance Indicator (KPI) value
has been achieved according to company targets with 95% value, for 10% financial perspective, customer
perspective weighted 30%, for 25% internal business process perspective, learning and growth perspective
weighted 30%. The speed of the SPPD process of the employee and the expenditure process of the cost of
replacement of employee health becomes an indicator that is still lacking or not achievable in this study.

Keywords: Key Performance Indicator, Human Resources Scorecard

I. INTRODUCTION
The success of a company depends on the activities and creativity of the company's human resources to
achieve the company's vision and mission. For that reason, the company needs human resources with
knowledge, expertise, and skills in accordance with its field. Human resources required by an organization are
potential human resources that have good performance. Potential human resources should be respected and
assessed for the organization to know how much the productivity of human resources has increased. In order to
raise the company's productivity, human resources (HR) are the most important element, since people who
design, undergo and maintain systems within the organization (Nasution, 2015). For that reason, the
organization must have the policy to assess the performance of human resources in order to improve the
performance of human resources or even increase. Performance evaluation of an organization will be known
through performance measurement. In predicting the performance of human resources can also be done by
measuring the performance of current and past human resources in line with the substance of the work to be
achieved (Nasution, 2015)
Singgih (2010) stated that human resource performance measurement (Human Resources Scorecard)
(HRSC) is used to find out the picture of achievement of human resource system performance in order to know
Key Performance Indicators (KPIs) that do not fulfill the target, management to improve. Another aim is to
conduct an analysis of improvement and increase KPIs that do not meet the expected target.then Ciptani (2000)
states that company performance measurement tools are used by management as the basis for making decisions
and evaluating management performance as well as related units within the corporate organization environment.
Likewise, this measuring instrument is used by organizations to coordinate among managers with the intent of
each section contributing to the progress and success of the company achieving the goal.
PT PLN (Persero) is a state-owned company engaged in electricity, electricity generating, transmission
and distribution sectors throughout Indonesia such as in urban and rural areas, among industry, commercial,
household and general. In other words, PT PLN (Persero) is one of the state-owned enterprises with a national
scale responsible for the fulfillment of electricity needs throughout Indonesia. PT PLN (Persero) as an
institution that has the responsibility to serve the community, therefore it must have the potential of human
resources. Therefore, to increase the potential of PT PLN (Persero) also measure performance to their
employees.

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 Employee performance measurement by human resource scorecard method at PT PLN (Persero)...

PT PLN (Persero) KITSBU is one of several branch offices of PT PLN (Persero) which was formed in 2004 as a
result of the reorganization of PT PLN (Persero) South Sumatra Generation and Distribution established in
1997. In measuring the performance of human resources, PLN KITSBU uses the Employee Performance
Information System (SIMKP) application.Facing these obstacles, the company should review the
implementation of SIMKP on the measurement of employee performance at KITSBU PLN. Therefore, the
author proposes performance measurement by Human Resources Scorecard (HRSC) method as a method of
measurement of employee performance at KITSBU PLN. HRSC is a tool for measuring and managing strategic
contributions from the role of human resources in creating value to achieve corporate strategy (Helmi,
2008).According to Moeheriono (2010), the HRSC concept has the basis of thinking that is what it measures
what it will be managed. HRSC has benefits for the company if it can be implemented properly. The company's
profit with the implementation of HRSC is to maximize human resources in controlling the costs incurred for
human resource management, providing a clear picture of the causal relationships between departments within
the company and maximizing human resources professionals and flexible in implementing them.

II. LITERATURE REVIEW

Performance
According to Mangkunegara (2013) employee performance is the result of quality and quantity work
achieved by an employee in executing his or her duties in accordance with the responsibilities. The success rate
of performance includes quantitative and qualitative aspects. Moeheriono (2012) explains that performance is a
reflection of the level of achievement of a program or activity or policy in establishing goals, goals, vision and
organizational missions set forth by an organization's strategic planning.
Performance indicators are functions of behavior and competence. Behavior and competence are inputs
for performance (Nasution and Iskandarini, 2012). According to Mahmudi (2005), factors that influence
performance such as individual factors include knowledge, skills, capabilities, confidence, motivation, and
commitment of each individual. Leadership factors, including quality in encouraging the spirit, direction, and
support given by managers. Team factors include the quality of support and enthusiasm from team-mates, trust
among team members, teamwork compatibility. System factors, including work systems, work facilities or
infrastructure from organizations, organizational processes, and organizational performance culture. Contextual
factors include pressure and internal and external environmental changes.

Performance Assessment
Dessler (2011) believes performance appraisal is an evaluation of the performance of an employee,
whether past or current performance, as the employee's performance standard. Another thing is with
Mangkunegara (2013) which states that performance appraisal is a process of appraisal of employee
achievement systematically performed corporate leaders based on assigned work. According to Rivai (2010)
performance appraisal refers to a formal and structured system used to measure, assess and influence attributes
related to work, behavior, and results including levels of absence.
According to Nasution (2008), the purpose of the performance assessment is to find out the results of
employee work for a certain time, compared to the predefined standard (Key Performance Indicator). In order to
know the personal qualities of employees relating to their attitude, character, and other strengths and
weaknesses, in relation to their work in the company. In order to know the potential of employees in occupying
other positions (promotion), whether through training first or without training has been able to promote.

Performance Measurement
According to Wibowo (2011), measurement of performance is necessary to determine whether during
the execution of the work there is a deviation from the predetermined plan, or whether the performance results
are within the specified timing, or whether the performance results have been achieved as expected.
Performance measurement according to Simamora (2004) is a management tool to improve the quality of
decision-making and accountability.The success of strategy achievement needs to be measured since the
measurement is the key aspect of performance management on the basis that if it is not measured it will not be
able to improve it (Dharma, 2012). While according to Moeheriono (2012) performance measurement is a
process of assessing work progress toward goals and objectives in managing human resources to produce goods
and services, including information on the efficiency and effectiveness of achieving organizational goals.
According to Mardiasmo in Sinambela (2012), performance measurements have three objectives,
among others, to improve performance so that activities focus on the goals and objectives of the work unit
program. Allocation of resources and decision-making. Realizing public accountability and improving
institutional communication. Meanwhile, Moeheriono (2012) reveals that there are several examples of
integrated performance measurement system model created by academics and practitioners such as Balanced
Scorecard Model, Integrated Performance Measurement System, Cambridge model, Human Resources

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 Employee performance measurement by human resource scorecard method at PT PLN (Persero)...

Scorecard Model, Performance PRISM, Supply Chain Performance Measurement. Methods of appraisal of
employees according to Hasibuan (2012) are grouped into two parts, namely traditional methods, and modern
methods.

Human Resources Scorecard (HRSC)

Since the introduction of the Balanced Scorecard concept by Kaplan and Norton in 1992, the concept in
America itself has been applied to 200 companies. Such advances in the domination of human capital and the
intangible capital of an organization led to the development of this HRSC method. According to Desler (2006),
HRSC is to measure the effectiveness and efficiency of human resource functions in shaping the employees'
behaviors needed to achieve corporate strategic goals. While according to Nurman (2008) HRSC is a tool for
measuring and managing strategic contributions from the role of human resources in creating value to achieve
corporate strategy. Sitawati et al (2009) state that HRSC is an approach that is used with little modifications
from the current balanced scorecard model that is currently most commonly used at a corporate level that
focuses on long-term strategy and clear connection to its business outcomes. Patience Mmetje Naves (2002)
explains that HRSC has been specially designed and attached to the existing human resources system in an
overall organizational strategy and manages human resource architecture as a strategic asset.
HRSC is a performance measurement system that assesses the contribution of human resources in
creating value to the organization. If the focus of an organization's strategy is to gain the advantage of
competing, then the focus of the human resources strategy should be adjusted as well.HRSC is derived from the
Balanced Scorecard, therefore HRSC also has the same scorecard as the Balanced Scorecard, which allows the
human resources organization to measure its strategic contribution based on four perspectives (Satria, 2006).
HRSC is a method derived from the Balanced Scorecard. Both of these methods have the usefulness to
measure performance, but the difference between them lies in the performance measurement function. Balanced
Scorecard is used to measure company performance. Balanced Scorecard has a disadvantage of how to integrate
human resource roles into measuring business performance of an organization or company.
For cover the weakness of the Balanced Scorecard, Becker, Huselid, and Ulrich (2009) introduced a
new method of HRSC. Meanwhile. HRSC is used to measure the performance of human resources. HRSC also
has the same scorecard with the Balanced Scorecard, which will allow for organizations or human resources
companies to measure its strategic constraints based on four perspectives.

Key Performance Indicator (KPI)

Key Performance Indicator (KPI) is a set of measures that focus on the most critical aspects of
organizational performance for current and future organizational success (Abdullah, 2014). According to
Warren (2011), the key performance indicator is a measurement that assesses how an organization's strategy is
interactively integrated into the overall organizational strategy. According to Banerjee and Buoti (2012), key
performance indicators are scales and quantitative measures used to evaluate organizational performance in
order to achieve organizational targets. The key performance indicator is also used to determine measurable
objectives, view trends, and support decision making. While according to Iveta (2012), the key performance
indicator is a quantitative and gradual size for the company and has a wide range of perspectives and concrete
data based, and is a starting point for goal setting and organizational strategy development.

RESEARCH METHODS
In this study, researchers use qualitative research. In general, data collection techniques are
questionnaires, then assisted with interviews. The population of this research is employees at PLN KITSBU.
The sampling method is a non-probability sampling using purposive sampling. In the HRSC approach, the data
analysis is to measure the achievement score of human resources from four HRSC perspectives: financial
perspective, customer perspective, internal business process perspective, and learning and growth perspective by
using range score in this research all variables using HR perception in terms of performance some data is only
used as supporting data. At this stage, the researcher draws conclusions from the entire research that has been
done. From the conclusions, it is hoped that it will help and facilitate the management of PLN KITSBU to make
decisions regarding the performance of its employees.

III. RESULTS & DISCUSSION

Results
Key Performance Indicator
Based on the results of the depth interview and the Consensus Decision Making Group (CDMG), the
agreement on the weighted balance among the four perspectives is a 10% financial perspective, a 30% weighted
customer perspective, for a 30% internal business process perspective, and a learning and growth perspective
weight 30%. The CDMG was conducted twice within two weeks after completing the questionnaire and

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 Employee performance measurement by human resource scorecard method at PT PLN (Persero)...

interviewing the respondent. Secondary data and primary data were submitted to 12 respondents, then to know
the opinions of each respondent about the priority of each KPI based on their perception. After a temporary
result is obtained about the KPI's priorities, the second meeting reiterates the 12th opinion of the respondents
about the weighted KPI weight that the authors have made, then after the results are agreed then the CDMG has
been completed. Here are the KPI results that have been prepared:

Table1 Key Performance Indicator (KPI) from PT PLN KITSBU

Indicators Key Performance Indicator (KPI) Weight
Financial Perspective
Employee training 0.05
costs Estimated training costs to develop employees
Training cost management 0.05
Customer Perspective
HR Competency Employees have a performance rating above average. 0.03
Employees have the ability to complete their duties and 0.04
responsibilities.
Implementation of employee review 0.02
HR Satisfaction Employees are satisfied with the payroll 0.03
Employees are satisfied with the promotion 0.03
Employees are satisfied with their colleagues 0.03
Employee satisfaction with supervision 0.03
HR Complaint Employee complaints resolved 0.03
HR commitment Employees are present on time. 0.03
the obedience of the officers to implement the regulations 0.03
Internal Business Process Perspective
Improve Quality The intensity of coordination between the leader and the subordinate 0.05
Relationship to complete the work
Employee participation to follow events 0.03
Employee participation in morning spirit activity 0.04
HR Welfare Employee healthcare 0.04
Employee retirement training program 0.05
Services The process of spending SPPD employee costs 0.05
The process of expending employee health restitution costs 0.04
Learning and Growth Perspective
Training as need Realization of employee training 0.07
analysis
Implementation of employee training as required by a department 0.07
Officers who already have competency data 0.06
HR Integrated Corporate facilities support staff work 0.05
Information System
Access information for employees 0.05

Results of the Consensus Decision Making Group (CDMG) conducted on PLN KITSBU, the result of
KPI weighting has also been approved by respondents at PLN KITSBU, the weight is determined based on the
importance (priority) of each perspective. Financial perspective, it is important to improve HR performance
through the optimization of training costs at KITSBU PLN in this case with budget and management of training
costs. Customer perspective, it is important to improve the convenience and satisfaction of employees at PLN
KITSBU this can include the facilities received by employees during work with the expectations of more active
employees, such as satisfaction with salary, promotion, co-workers and so on. The internal business process
perspective, the return of PLN KITSBU to employees and vice versa also from employees to PLN KITSBU.
Learning and Growth Perspective, all employees at PLN KITSBU are required to have a high level of control
over their duties and jobs so that employees are ready to face the development of the outside world and face the
competition.

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 Employee performance measurement by human resource scorecard method at PT PLN (Persero)...

Table 2. Results of KPI achievement

Indicator Key Performance Indicator (KPI) Weight Assessment
Financial Perspective
Employee 0.05 Accomplished
training costs Estimated training costs to develop employees
Training cost management 0.05 Accomplished
Sub-total KPI achievement 0.10
Customer Perspective
Employees have a performance rating above average. 0.03 Accomplished
HR Competency Employees have the ability to complete their duties and 0.04 Accomplished
responsibilities.
Implementation of employee review 0.02 Accomplished
HR Satisfaction Employees are satisfied with the payroll 0.03 Accomplished
Employees are satisfied with the promotion 0.03 Accomplished
Employees are satisfied with their colleagues 0.03 Accomplished
Employee satisfaction with supervision 0.03 Accomplished
HR Complaint Employee complaints resolved 0.03 Accomplished
HR commitment Employees are present on time. 0.03 Accomplished
the obedience of the officers to implement the regulations 0.03 Accomplished
Sub-total KPI achievement 0.30
Internal Business Process Perspective
The intensity of coordination between the leader and the 0.05 Accomplished
subordinate to complete the work
Improve Quality Employee participation to follow events 0.03 Accomplished
Relationship
Employee participation in morning spirit activity 0.04 Accomplished
HR Welfare Employee healthcare 0.04 Accomplished
Employee retirement training program 0.05 Accomplished
Services The process of spending SPPD employee costs 0.02 unaccomplished
The process of expending employee health restitution costs 0.02 unaccomplished
Sub-total KPI achievement 0.25
Learning and Growth Perspective
Training as need Realization of employee training 0.07 Accomplished
analysis
Implementation of employee training as required by a 0.07 Accomplished
department
Officers who already have competency data 0.06 Accomplished
HRIS Corporate facilities support staff work 0.05 Accomplished
Access information for employees 0.05 Accomplished
Sub-total KPI achievement 0.30
Overall KPI Achievement 0.95

Based on Table 2, the results of the research with the Human Resource Scorecard (HRSC) method, the
total result of the measurement of PLN KITSBU employees is 95%. The results are based on score
accumulation in the HRSC perspective.

IV. CONCLUSIONS & SUGGESTIONS

Conclusion
Based on the results of the research and discussion, some of the conclusions that can be taken are as
follows; Key Performance Indicator (KPI) value of KITSBU PLN has been achieved according to company
target with the value equal to 95%. for a 10% financial perspective, a 30% weighted customer perspective, 25%
internal business process perspective, and a 30% weighted learning and growth perspective.The expenditure
process of employee SPPD costs and expenditure restitution expenses of employees’ health becomes an
indicator which is still poor or not achieved in this study.Financial perspective, it is important to improve
employee performance through the optimization of training costs at KITSBU PLN. In this case, it is done with
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 Employee performance measurement by human resource scorecard method at PT PLN (Persero)...

the budget and management of training costs. In this perspective performance indicators have been
achieved.Customer perspective, it is important to improve the convenience and satisfaction of employees at
PLN KITSBU this can include the facilities received by employees during work with the expectations of more
active employees, such as satisfaction with salary, promotion, co-workers and so on. The performance indicators
in this perspective have been fully achieved.Internal Business Process Perspective, the reciprocal of PLN
KITSBU to employees and vice versa also from employees to PLN KITSBU. Performance indicators in this
perspective have not yet been achieved, there are still two indicators that are not achievable in this
perspective.Learning and Growth Perspective, all employees at PLN KITSBU are required to have a high level
of control over their work so they are ready to face the development of the outside world and face competition.
Indicators in this perspective are all achieved

Suggestions
Based on the results of the research, some suggestions can be presented as follows observing KPI's
results from PT PLN KITSBU has achieved performance targets but in the process of SPPD, the value of KPI
has not yet reached the performance target. Since it is suggested that SPPD Approval through the system can be
done using social media, such as WhatsApp, line or messenger that include the link approval. This is so that
SPPD submissions can directly connect to the relevant authorities wherever they are, considering the use of
WhatsApp, line, and messenger is now a necessity.If the release of restitution is still long, then the steps related
to the expenses of the employee's health restitution expenses should be reviewed. Because it is still in a manual
way, the current technology utilization is highly recommended as a reminder in every stage of the restitution to
accelerate the process of restoring the health of the next employee.

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*1
Correspondence Author: Catrin Novrista Harni
Postgraduate Program, Magister Management, Universitas Sumatera Utara, Medan,
North Sumatra, Indonesia

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