Formulation of The Key Performance Indicator (KPI) Relationship for Performace Measurement of A Catering Company

Amanda, Dwi Saputri (2021) Formulation of The Key Performance Indicator (KPI) Relationship for Performace Measurement of A Catering Company. Diploma thesis, Universitas Andalas.

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Abstract

The catering business development is increasing, resulting in significant competition changes where each company must think of ways to create good, quality, cost-effective products suited for customer satisfaction. AA Catering is a family business, has transformed into one of the leading catering businesses with growing professional management. During the current Covid-19 epidemic, the demand for catering services has decreased to affect AA Catering's low income. This also resulted in several employees resigning and turnover. There are problems in the delay in the arrival of raw materials that affect the production time, resulting in delays in product delivery to consumers. Based on the problems described, it is necessary to measure company performance to assess whether strategic management at AA catering has been running effectively and efficiently. A Key Performance Indicator (KPI) indicator is needed on AA Catering to determine the measurement of company performance. This study aims to identify KPI and determine the priority weights of KPI and formulate a relationship of KPI using the Balanced Scorecard method. Data collection in this study uses primary data and secondary data. Primary data obtained from interviews and questionnaires. Meanwhile, secondary data is obtained from companies in the form of business processes, vision, mission, company strategy, and organizational structure. The Fuzzy Analytic Hierarchy Process (Fuzzy AHP) method is used to determine KPIs' priority weight for each perspective. Based on data processing results, 23 KPI in AA Catering consisted of 8 KPI for a financial perspective, 6 KPI for a customer perspective, 5 KPI for an internal business process perspective, and 4 KPI for a learning and growth perspective. From the calculation of priority perspective in the balanced scorecard, namely the financial perspective. KPI priorities in a financial perspective is an increase in the percentage of income growth, in a customer perspective is customer satisfaction, in an internal business process perspective is the percentage of on-time delivery, and in a growth and learning perspective is employee productivity levels. Overall, KPI from a financial perspective and customer perspective have high weight. Furthermore, a map has been generated that shows the relationship of KPI where overall KPI from the growth and learning perspective and the internal business process perspective affect the achievement of KPI from the customer perspective and financial perspective.

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