Analisis Kinerja Waralaba Laundry Menggunakan Metode Performance Prism
DOI:
https://doi.org/10.37859/jst.v13i1.11508
Abstract
Holistic measurement of a company’s performance is essential to ensure the quality of its performance and its sustainability. This study measures the performance of PT. XYZ using the 5 dimensions of the Performance Prism—namely strategy, process, capability, contribution, and stakeholder needs—integrated with the OMAX and Traffic Light System. A total of 47 KPIs were identified across 5 stakeholder groups, including customers, employees, suppliers, the government, franchisees, and owners. The measurement results show that PT. XYZ’s performance score is 6.385, which is categorized as “good,” with 5 KPIs classified as green (good) and 42 classified as yellow (fair). The results of this study also indicate the level of importance of each KPI, allowing performance improvements to be prioritized based on the company’s priorities
Downloads
References
F. Cunha, J. Dinis-Carvalho, and R. M. Sousa, “Assessment of Performance Measurement Systems’ Ability to Mitigate or Eliminate Typical Barriers Compromising Organisational Sustainability,” Sustainability, vol. 16, no. 5, p. 2173, Mar. 2024, doi: 10.3390/su16052173.
G. Vitale, A. Rosignuolo, and A. Riccaboni, “Sustainability performance measurement systems: a systematic literature review and research agenda for (a better) future,” Measuring Business Excellence, vol. 29, no. 3, pp. 609–634, Jun. 2025, doi: 10.1108/MBE-09-2024-0155.
M. Pazienza, M. de Jong, and D. Schoenmaker, “Why Corporate Sustainability Is Not Yet Measured,” Sustainability, vol. 15, no. 7, p. 6275, Apr. 2023, doi: 10.3390/su15076275.
M. Wang and N. F. Easa, “Measuring corporate sustainability: measurement scale development based on the stakeholder theory,” International Journal of Business Governance and Ethics, vol. 1, no. 1, 2024, doi: 10.1504/IJBGE.2024.10062319.
T. Schiebler, N. Lee, and F. C. Brodbeck, “Expectancy-disconfirmation and consumer satisfaction: A meta-analysis,” J. Acad. Mark. Sci., vol. 54, no. 1, pp. 91–112, Feb. 2026, doi: 10.1007/s11747-024-01078-x.
S. M. Minhaj and M. A. Khan, “Performance of online banking and direct effect of service quality on consumer retention and credibility of consumer and mediation effect of consumer satisfaction,” Int. J. Bus. Inf. Syst., vol. 49, no. 4, pp. 473–490, 2025, doi: 10.1504/IJBIS.2025.147809.
Md. A. I. Gazi et al., “Exploring the mediating effect of customer satisfaction on the relationships between service quality, efficiency, and reliability and customer retention, loyalty in E-banking performance in emerging markets,” Cogent Business & Management, vol. 12, no. 1, Dec. 2025, doi: 10.1080/23311975.2024.2433707.
S. Mishra, S. Singh, and P. Tripathy, “Linkage Between Employee Satisfaction and Employee Performance: A Case in Banking Industry,” Global Business Review, vol. 26, no. 1, pp. 137–148, Feb. 2025, doi: 10.1177/0972150920970351.
S. K. Maniendaran, A. R. Ahmad, A. Mohamad, N. A. Abu Seman, U. K. Rashid, and A. Mohamad, “Managing Workplace Conflict for Enhancing Employee Satisfaction in MSMEs,” Procedia Comput. Sci., vol. 253, pp. 636–643, 2025, doi: 10.1016/j.procs.2025.01.125.
T. D. Luu, K. H. N. Mai, C. C. Huynh, N. H. T. Phan, N. T. Le, and T. N. D. Le, “Performance of franchisee: the role of reciprocal resources, relationship quality and cultural sensitivity,” International Journal of Emerging Markets, vol. 20, no. 1, pp. 209–229, Jan. 2025, doi: 10.1108/IJOEM-04-2022-0581.
J. B. Santos and L. A. L. Brito, “Toward a subjective measurement model for firm performance,” BAR - Brazilian Administration Review, vol. 9, no. spe, pp. 95–117, May 2012, doi: 10.1590/S1807-76922012000500007.
C. Mio, A. Costantini, and S. Panfilo, “Performance measurement tools for sustainable business: A systematic literature review on the sustainability balanced scorecard use,” Corp. Soc. Responsib. Environ. Manag., vol. 29, no. 2, pp. 367–384, Mar. 2022, doi: 10.1002/csr.2206.
A. Neely, C. Adams, and P. Crowe, “The performance prism in practice,” Measuring Business Excellence, vol. 5, no. 2, pp. 6–13, Jun. 2001, doi: 10.1108/13683040110385142.
S. Silva, A.-K. Nuzum, and S. Schaltegger, “Stakeholder expectations on sustainability performance measurement and assessment. A systematic literature review,” J. Clean. Prod., vol. 217, pp. 204–215, Apr. 2019, doi: 10.1016/j.jclepro.2019.01.203.
K. A. S. Santoso, “Analisa Produktivitas Produksi Gula di PG. Gempolkrep dengan Metode OMAX dan RCA (Rootcause Analysis),” Jurnal Surya Teknika, vol. 11, no. 1, Jun. 2024, doi: 10.37859/jst.v11i1.7069.
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2026 Dimaz Harits, Muhamad Hasyim Tuankotta, Ishak Nurdin
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.
