Research Article
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Year 2020, Volume: 21 Issue: Special Issue-IODL, 111 - 120, 17.07.2020
https://doi.org/10.17718/tojde.770940

Abstract

References

  • Akdon. (2011). Management for Educational Management. Bandung: Alfabeta.
  • Colm Heavey, Eamonn Murphy, (2012),”Integrating the Balanced Scorecard with Six Sigma”, The TQM Journal, Vol. 24 Iss: 2 pp. 108 - 122
  • Alstete, J. W., & Beutell, N. J. (2004). Performance indicators in online distance learning courses: A study of management education. Quality Assurance in Education, 12(1), 6–14. https://doi.org/10.1108/09684880410517397
  • Armstrong, M. (2006). Performance Management : Key Strategies and Practical Guidelines. London: Kogan Page Ltd.
  • Fandy Tjiptono and Gregorius Chandra. (2011). Service, Quality & Satisfaction. Yogyakarta: Andi.
  • Gaspersz, V. (2007). Sistem Manajemen Kinerja Terintegrasi: Balanced Scorecard Dengan Six Sigma Untuk Organisasi Bisnis Dan Pemerintahan. Cetakan Keempat, Jakarta, PT. Grademia Pustaka Utama.
  • Griggs, V., Blackburn, M., & Smith, J. (2012). The educational scorecard: The Start of our Journey. Electronic Journal of Business Research Methods, 10(2), 121–131. Handi Irawan. (2004). 10 Prinsip Kepuasan Pelanggan. Jakarta: PT Elex Media Komputindo.
  • Hidayat, A.. (2007). Strategi Six Sigma. Jakarta: PT Elex Media Komputindo Kelompok Gramedia.
  • Holmes, M.C., Jenicke, L.O. and Hempel, J.L. (2015), “A framework for Six Sigma project selection in higher educational institutions, using a weighted scorecard approach”, Quality Assurance in Education, Vol. 23 No. 1, pp. 30-46. https://doi.org/10.1108/QAE-04-2014-0014
  • Hepworth, P. (1998). Weighing it up—a literature review for the balanced scorecard. Journal of Management Development, 17(8), 559–563. https://doi.org/10.1108/02621719810228416
  • Horn, Alastair. (2003). Linking Balanced Scorecard and Six Sigma to Drive Breakthrough Business Performance. Sun Microsystem. The United State. Ilieska, K. (2013). Importance of Customer Satisfaction, 2(4), 327–331.
  • Kaplan, Robert S, Norton, D. P. (2001). The Strategy Focused Organization, How Balanced Scorecard Company Thrive in The New Business Environment. Boston: Harvard Business Review.
  • Lewis, R. (2004). Importance-performance analysis. Australasian Journal of Engineering Education, 2, 1–8.
  • Mary, B., & Santovec, L. (2004). Assessment Assessing Online Programs with the Balanced Scorecard. Distance Education Report June 1, 2004.
  • Nigel Hill, Self Bill, R. G. (2002). Customer Satisfaction Measurement for ISO 9000:2000. Linacre House, Jordan Hill, Oxford: Butterworth-Heinemann.
  • Parmenter, D. (2010). Key Performance Indicators. New Jersey: Jhon Wiley & Sons.
  • Powar, K.B., Panda, Santosh., Bhalla, V. (2000). Performance Indicators in Distance Higher Education. New Delhi: Aravali Books International (P) Ltd.
  • Robert S, K. (2008). Conceptual Foundations of the Balanced Scorecard. Handbooks of Management Accounting Research, Volume 3, 1253–1269. Retrieved from http://www.sciencedirect.com/science/article/pii/S1751324307030039
  • Russell & Taylor. (2006). Operations Management: Quality and Competitiveness in a Global Environment. 5th Ed Wiley India Pvt. Limited.

INTEGRATION OF BALANCED SCORECARD AND SIX SIGMA IN MEASURING OPEN UNIVERSITY ACADEMIC SERVICES PERFORMANCE

Year 2020, Volume: 21 Issue: Special Issue-IODL, 111 - 120, 17.07.2020
https://doi.org/10.17718/tojde.770940

Abstract

Performance appraisal is one of the activities carried out by the organization to assess performance quantitatively. One of the performance assessment methods used is Six Sigma and the Balanced Scorecard. Six Sigma is an organizational approach to improve operational excellence, while the Balanced Scorecard provides a framework for transforming organizational strategies into work matrices that help organizations compete. Strategic business plans can be implemented using the Balanced Scorecard (BSC) performance management system approach, while various action programs can be applied using the Six Sigma approach. Both methods can be integrated to synergize in achieving the company’s strategic goals. This study aims to measure the performance of Open University academic services with the integration of BSC and Six Sigma in the field of academic services. Through this integration, performance measurement was focused on quality control by exploring UT’s academic service system as a whole and combined with four perspectives in the Balanced Scorecard. The results showed the level of student satisfaction with UT’s academic services of 90.20% which means that students are very satisfied with UT’s academic services which include programs of distance education and programs, models, teaching materials (modules and non-print teaching materials), face-to-face tutorials and online tutorials, learning assistance counselling services, and learning evaluation. Meanwhile, measurement using Six Sigma shows that UT academic services are at level 3, which means there are still some UT services that are not perfect, especially in tutorial and teaching materials services.

References

  • Akdon. (2011). Management for Educational Management. Bandung: Alfabeta.
  • Colm Heavey, Eamonn Murphy, (2012),”Integrating the Balanced Scorecard with Six Sigma”, The TQM Journal, Vol. 24 Iss: 2 pp. 108 - 122
  • Alstete, J. W., & Beutell, N. J. (2004). Performance indicators in online distance learning courses: A study of management education. Quality Assurance in Education, 12(1), 6–14. https://doi.org/10.1108/09684880410517397
  • Armstrong, M. (2006). Performance Management : Key Strategies and Practical Guidelines. London: Kogan Page Ltd.
  • Fandy Tjiptono and Gregorius Chandra. (2011). Service, Quality & Satisfaction. Yogyakarta: Andi.
  • Gaspersz, V. (2007). Sistem Manajemen Kinerja Terintegrasi: Balanced Scorecard Dengan Six Sigma Untuk Organisasi Bisnis Dan Pemerintahan. Cetakan Keempat, Jakarta, PT. Grademia Pustaka Utama.
  • Griggs, V., Blackburn, M., & Smith, J. (2012). The educational scorecard: The Start of our Journey. Electronic Journal of Business Research Methods, 10(2), 121–131. Handi Irawan. (2004). 10 Prinsip Kepuasan Pelanggan. Jakarta: PT Elex Media Komputindo.
  • Hidayat, A.. (2007). Strategi Six Sigma. Jakarta: PT Elex Media Komputindo Kelompok Gramedia.
  • Holmes, M.C., Jenicke, L.O. and Hempel, J.L. (2015), “A framework for Six Sigma project selection in higher educational institutions, using a weighted scorecard approach”, Quality Assurance in Education, Vol. 23 No. 1, pp. 30-46. https://doi.org/10.1108/QAE-04-2014-0014
  • Hepworth, P. (1998). Weighing it up—a literature review for the balanced scorecard. Journal of Management Development, 17(8), 559–563. https://doi.org/10.1108/02621719810228416
  • Horn, Alastair. (2003). Linking Balanced Scorecard and Six Sigma to Drive Breakthrough Business Performance. Sun Microsystem. The United State. Ilieska, K. (2013). Importance of Customer Satisfaction, 2(4), 327–331.
  • Kaplan, Robert S, Norton, D. P. (2001). The Strategy Focused Organization, How Balanced Scorecard Company Thrive in The New Business Environment. Boston: Harvard Business Review.
  • Lewis, R. (2004). Importance-performance analysis. Australasian Journal of Engineering Education, 2, 1–8.
  • Mary, B., & Santovec, L. (2004). Assessment Assessing Online Programs with the Balanced Scorecard. Distance Education Report June 1, 2004.
  • Nigel Hill, Self Bill, R. G. (2002). Customer Satisfaction Measurement for ISO 9000:2000. Linacre House, Jordan Hill, Oxford: Butterworth-Heinemann.
  • Parmenter, D. (2010). Key Performance Indicators. New Jersey: Jhon Wiley & Sons.
  • Powar, K.B., Panda, Santosh., Bhalla, V. (2000). Performance Indicators in Distance Higher Education. New Delhi: Aravali Books International (P) Ltd.
  • Robert S, K. (2008). Conceptual Foundations of the Balanced Scorecard. Handbooks of Management Accounting Research, Volume 3, 1253–1269. Retrieved from http://www.sciencedirect.com/science/article/pii/S1751324307030039
  • Russell & Taylor. (2006). Operations Management: Quality and Competitiveness in a Global Environment. 5th Ed Wiley India Pvt. Limited.
There are 19 citations in total.

Details

Primary Language English
Journal Section Articles
Authors

Rhini Fatmasarı This is me 0000-0002-5151-1797

Publication Date July 17, 2020
Submission Date September 12, 2019
Published in Issue Year 2020 Volume: 21 Issue: Special Issue-IODL

Cite

APA Fatmasarı, R. (2020). INTEGRATION OF BALANCED SCORECARD AND SIX SIGMA IN MEASURING OPEN UNIVERSITY ACADEMIC SERVICES PERFORMANCE. Turkish Online Journal of Distance Education, 21(Special Issue-IODL), 111-120. https://doi.org/10.17718/tojde.770940