ABIELDA SANDIKA, -
EMPLOYEE PERFORMANCE MEASUREMENT OF
FREIGHT DELIVERY SERVICES USING HUMAN
RESOURCE SCORECARD (HRSC) AND ANALYTICAL
HIERARCHY PROCESS (AHP).
https://ejournal.aibpmjournals.com/index.php/IJABIM/index.
Abstract
The intense business competition forces companies to enhance their performance,
primarily through effective human resources. This study analyzes the performance of
courier employees at SiCepat Ekspress Pekanbaru, Tampan branch, which has
experienced a decline in productivity due to non-compliance with operational
standards, weak communication, and lack of motivation. The Human Resource
Scorecard (HRSC) and Analytical Hierarchy Process (AHP) methods were used to
measure and evaluate employee performance. HRSC assesses effectiveness based
on financial, customer, internal process, and learning perspectives. AHP aids in
decision-making by setting priorities and logic. The study results indicate that employee
performance assessment yielded 14 performance indicators, including attendance,
discipline, welfare, loyalty, and skill enhancement. The highest priority weight from the
financial perspective is optimizing the delivery process (0.720), while from the customer
perspective, it is responsibility for delivery security (0.616). For the internal business
process perspective, the highest weight is the leadership style of supervisors (0.278),
and for learning and growth, it is employee skill enhancement (0.713).
Keyword: Analytical Hierarchy Process (AHP), Human Resource Scorecard (HRSC),
Performance Measurement, Productivity.
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