STRATEGI PENINGKATAN KINERJA RUMAH SAKIT MELALUI PENDEKATAN VALUE CHAIN (SERVICE DELIVERY) DI RUMAH SAKIT UMUM DAERAH BERIMAN BALIKPAPAN = STRATEGY FOR IMPROVING HOSPITAL PERFORMANCE THROUGH THE VALUE CHAIN (SERVICE DELIVERY) APPROACH IN BERIMAN REGIONAL PUBLIC HOSPITAL BALIKPAPAN

ABSTRAK FITRI HIDAYATI. Strategi Peningkatan Kinerja Rumah Sakit melalui Pendekatan Value Chain (Service Delivery) di RSUD Beriman Balikpapan. (Dibimbing oleh Fridawaty Rivai dan Syahrir A. Pasinringi) Latar Belakang. Kinerja rumah sakit yang rendah merupakan permasalahan global yang kompleks dengan berbagai faktor yang mendasarinya.Rumah sakit dituntut memiliki keunggulan kompetitif (competitive advantage) untuk memenangkan persaingan dengan menerapkan manajemen berbasis strategi, harus memiliki sistem penilaian kinerja yang baik untuk mendeteksi kelemahan untuk perbaikan melalui Value Chain. Kinerja RSUD Beriman Balikpapan belum optimal ditandai dengan Rendahnya hasil Survey IKM RSUD Beriman Tahun 2019-2023 rata-rata 82,74% (Standart ≥90%, Kemenkes No 129 Tahun 2008). Tujuan. Menganalisis Service Delivery Value Chain dan Menyusun strategi peningkatan kinerja di RSUD Beriman Balikpapan. Metode. Jenis penelitian adalah mix methode dengan desain sekuensial eksplanatory. Penelitian kuantitatif dengan menganalisa data Pre Service, Point of Service dan After Service pada Service Delivery Value Chain. Penelitian kualitatif dengan melakukan Focus Group Discussion untuk penyusunan strategi peningkatan kinerja Rumah Sakit. Hasil. Skor capaian penilaian variable pre service secara umum kurang baik yaitu 43.7%. Skor capaian penilaian variable point of service secara umum baik yaitu 75%. Skor capaian penilaian variable after service secara umum kurang baik yaitu 50%. Strategi yang digunakan adalah Strategic Thinking Map – Hierarchy of Strategic Decisions and Alternatives, dengan pendekatan adaptive strategy dengan metode perluasan cakupan (expansion of scope) bertujuan untuk memperluas layanan dan aktivitas dalam rantai nilai (value chain) yang mendukung peningkatan kinerja RSUD Beriman Balikpapan. Kesimpulan. Penelitian ini berhasil Menyusun strategi yang dapat direkomendasikan untuk peningkatan kinerja di RSUD Beriman Balikpapan. Diperlukan penelitian lain yang mengintegrasikan keseluruhan komponen Value Chain yaitu Service Delivery dan Support Activity sehingga hasilnya menjadi satu kesatuan yang holistik. Kata Kunci. Peningkatan Kinerja Rumah Sakit, Service Delivery, Value Chain. ABSTRACT FITRI HIDAYATI. Strategy for Improving Hospital Performance through the Value Chain Approach (Service Delivery) at the Beriman Balikpapan Regional Hospital. (Supervised by Fridawaty Rivai and Syahrir A. Pasinringi) Background. Low hospital performance is a complex global problem with various underlying factors. Hospitals are required to have a competitive advantage to win the competition by implementing strategy-based management, they must have a good performance assessment system to detect weaknesses for improvement through the Value Chain. The performance of RSUD Beriman Balikpapan has not been optimal, as indicated by the low results of RSUD Beriman's IKM Survey 2019-2023, an average of 82.74% (Standard ≥90%, Ministry of Health No. 129 of 2008). Aim. Analyzing the Service Delivery Value Chain and Developing performance improvement strategies at the Beriman Hospital in Balikpapan. Method. This type of research is a mixed method with an explanatory sequential design. Quantitative research by analyzing Pre Service, Point of Service and After Service data on the Service Delivery Value Chain. Qualitative research by conducting Focus Group Discussions to develop strategies for improving hospital performance. Results. The pre-service variable assessment achievement score is generally not good, namely 43.7%. The achievement score for the variable point of service assessment was generally good, namely 75%. Achievement score for the variable after service assessment remains low at 50%. A strategy involving the Strategic Thinking Map, structured through Hierarchical Strategic Decisions and Alternatives, is applied using an adaptive approach with a scope expansion method. This method focuses on extending services and activities within the value chain to improve performance at Beriman Balikpapan Regional Hospital. Conclusion. This research successfully formulated strategies that can be recommended to enhance performance at Beriman Balikpapan Regional Hospital. Further research is required to incorporate all Value Chain components, including Service Delivery and Support Activities, to achieve a comprehensive and holistic outcome. Keywords. Improving Hospital Performance, Service Delivery, Value Chain.