Analisis Kinerja Dengan Menggunakan Kriteria MBNQA (Malcolm Baldridge National Quality Award) di Rumah Sakit Cahaya Medika
Article Sidebar
Main Article Content
Abstract
Peningkatan kinerja rumah sakit menjadi tuntutan penting dalam menghadapi persaingan layanan kesehatan yang semakin kompleks. Salah satu pendekatan yang dapat digunakan untuk mengevaluasi dan meningkatkan kinerja organisasi secara komprehensif adalah melalui kriteria Malcolm Baldrige National Quality Award (MBNQA), yang menekankan pada kepemimpinan, perencanaan strategis, fokus pelanggan, pengukuran dan analisis, fokus tenaga kerja, manajemen proses, serta hasil kinerja. Penelitian ini bertujuan untuk menganalisis kinerja Rumah Sakit Cahaya Medika berdasarkan kriteria MBNQA. Penelitian ini menggunakan pendekatan kuantitatif dengan desain deskriptif evaluatif. Sampel penelitian terdiri dari 258 tenaga kesehatan dan staf manajemen rumah sakit yang dipilih menggunakan teknik purposive sampling. Analisis data dilakukan secara deskriptif dengan mengukur skor pada masing-masing kriteria untuk menentukan tingkat kinerja organisasi. Hasil penelitian menunjukkan bahwa kinerja Rumah Sakit Cahaya Medika secara umum berada pada kategori baik. Dimensi kepemimpinan dan fokus pelanggan menunjukkan nilai yang relatif tinggi, mencerminkan adanya komitmen manajemen terhadap peningkatan mutu layanan. Namun, beberapa aspek seperti manajemen proses dan pengukuran kinerja masih berada pada kategori cukup, yang menunjukkan perlunya peningkatan dalam sistem evaluasi dan pengelolaan proses kerja.Rumah sakit disarankan untuk memperkuat sistem monitoring dan evaluasi kinerja, meningkatkan integrasi antar unit kerja, serta mengembangkan budaya organisasi yang berorientasi pada kualitas dan perbaikan berkelanjutan.
Article Details
References
Baird, K., Hu, K. J., & Reeve, R. (2011). The relationships between organizational culture, total quality management practices and operational performance. International Journal of Operations & Production Management, 31(7), 789–814.
Baldrige Performance Excellence Program. (2023). 2023–2024 Baldrige excellence framework: A systems approach to improving your organization’s performance. National Institute of Standards and Technology (NIST). https://www.nist.gov/baldrige
Bounjerte, I., El Kharbili, M., & El Yamani, A. (2025). Evaluating organisational performance in healthcare: A mixed-method study using McKinsey 7S framework. BMJ Open Quality, 14, e003317.
Deloitte. (2022). Global healthcare outlook 2022: Implications for health systems. Deloitte Insights.
Deming, W. E. (1986). Out of the crisis. MIT Press.
Eissa, A., Al-Tarrab, F., Kasem, E., et al. (2025). A comparative study of total quality management in healthcare from provider and patient perspectives. Scientific Reports, 15, 23746.
Gimenez-Espin, J. A., Jiménez-Jiménez, D., & Martínez-Costa, M. (2013). Organizational culture for total quality management. Total Quality Management & Business Excellence, 24(5–6), 678–692.
Goetsch, D. L., & Davis, S. B. (2014). Quality management for organizational excellence: Introduction to total quality(7th ed.). Pearson.
Grigoroudis, E., Orfanoudaki, E., & Zopounidis, C. (2012). Strategic performance measurement in healthcare: A balanced scorecard approach. European Journal of Operational Research, 229(2), 429–438. https://doi.org/10.1016/j.ejor.2012.04.016
Hu, Z., Wang, R. S., Qin, X., Huang, Y. N., Li, L., Chiu, H. C., & Liu, Y. (2024). The global research landscape and future trends in healthcare total quality management. Archives of Public Health, 82, 193.
Hunt, V. D. (2016). The Baldrige way: How to improve performance using the Baldrige framework. McGraw-Hill Education.
Juran, J. M., & Godfrey, A. B. (1999). Juran’s quality handbook (5th ed.). McGraw-Hill.
Kalaesaran, R. (2011). Healthcare management and quality improvement. Health Services Press.
Luxford, K., Safran, D. G., & Delbanco, T. (2011). Promoting patient-centered care: A qualitative study of facilitators and barriers in healthcare organizations. BMC Health Services Research, 11, 1–9. https://doi.org/10.1186/1472-6963-11-195
Mannion, R., & Davies, H. T. O. (2018). Understanding organisational culture for healthcare quality improvement. BMJ, 363, k4907. https://doi.org/10.1136/bmj.k4907
Meyer, S. M., & Collier, D. A. (2001). An empirical test of the causal relationships in the Baldrige Health Care Pilot Criteria. Journal of Operations Management, 19(4), 403–425. https://doi.org/10.1016/S0272-6963(01)00051-7
National Institute of Standards and Technology. (2021). Baldrige excellence framework (health care): Proven leadership and management practices for high performance. U.S. Department of Commerce.
NIST. (2021). Baldrige performance excellence program: Health care criteria for performance excellence. National Institute of Standards and Technology.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12–40.
Rajab, R., Noer, N. B., & Rivai, F. (2024). Performance measurement using MBNQA criteria at Labuang Baji Regional Hospital. Frontiers in Health Informatics, 13(3).
Ridwan, M. A. R., Rivai, F., & Saleh, L. M. (2022). Performance measurement using MBNQA criteria at Makassar Islamic Hospital. Journal of Asian Multicultural Research for Medical and Health Science Study, 3(3), 16–24.
Sfantou, D. F., Laliotis, A., Patelarou, A. E., Sifaki-Pistolla, D., Matalliotakis, M., & Patelarou, E. (2017). Importance of leadership style towards quality of care measures in healthcare settings: A systematic review. Healthcare, 5(4), 73. https://doi.org/10.3390/healthcare5040073
Sinambela, L. P. (2021). Manajemen sumber daya manusia. Bumi Aksara.
Thunyachairat, A., et al. (2024). Total quality management, lean practices and firm performance: Integrated approach using MBNQA criteria. Production Engineering Archives, 30(3), 273–284.
van Elten, H. J., & van der Kolk, B. (2025). Performance measurement, financial reporting quality, and digitalization in the healthcare sector. The British Accounting Review, 101738.
World Health Organization. (2021). Global patient safety action plan 2021–2030: Towards eliminating avoidable harm in health care. WHO.
Yusmar, M. R. (2025). Evaluating the role of the balanced scorecard in enhancing healthcare organizational performance: A systematic review. Global Journal of Health Administration, 1(1), 32–52.