Implementasi Malcolm Baldrige Criteria for Performance Excellent untuk Memperbaiki Kinerja Perusahaan

Abstract. Companies need to carry out performance evaluations to face increasingly fierce competition. The research was conducted at a cargo package delivery company. One of the main performances of cargo companies is delivery delays. Research aims to overcome the problem of delivery delays.  The research uses the Malcolm Baldrige Criteria for Excellent Performance method which includes assessing company performance based on seven criteria: leadership, strategic planning, customer focus, measurement, analysis and knowledge management, workforce focus, operations focus, and results. Primary data was collected from 38 company workers at the company branch office. The results of data processing found the lowest score on the operational focus and strategic planning criteria with an overall score of less than 500, namely the company is at the average level with the early improvement predicate level. Analysis of the findings shows that there are weaknesses in the company's operational system, especially in delivery management and supply chain management that are not yet effective. Proposed improvements to improve operational focus performance include a systematic business process improvement approach, using techniques such as Business Process Reengineering (BPR) or Business Process Improvement (BPI), companies can identify the root of the problem, design solutions and optimize operational efficiency. Abstrak. Perusahaan perlu melakukan evaluasi kinerja untuk menghadapi persaingan yang semakin ketat. Penelitian dilakukan pada perusahaan pengiriman paket cargo. Salah satu kinerja utama pada perusahaan cargo adalah keterlambatan pengiriman Penelitian bertujuan untuk mengatasi permasalahan keterlambatan pengiriman.  Penelitian menggunakan metode Malcolm Baldrige Criteria for Performance Excellent yang mencakup penilaian kinerja perusahaan berdasarkan tujuh kriteria: kepemimpinan, perencanaan strategis, fokus pelanggan, pengukuran, analisis dan manajemen pengetahuan, fokus tenaga kerja, fokus operasi, serta hasil. Pengambilan data primer pekerja perusahaan sebanyak 38 orang pada kantor cabang perusahaan. Hasil pengolahan data menemukan skor terendah pada kriteria fokus operasi dan perencanaan strategis dengan skor keseluruhan kurang dari 500 yakni perusahaan berada pada level average dengan jenjang predikat early emprovement. Analisis atas temuan menunjukan adanya kelemahan dalam sistem operasional perusahaan, khususnya dalam manajemen pengiriman dan pengelolaan rantai pasokan belum efektif. Usulan perbaikan untuk meningkatkan kinerja fokus operasi yaitu salah satunya pendekatan perbaikan proses bisnis yang sistematis, dengan menggunakan teknik seperti Business Process Reengineering (BPR) atau Business Process Improvement (BPI), perusahaan dapat mengidentifikasi akar masalah, merancang solusi, dan mengoptimalkan efisiensi operasional.