Title: A dashboard design of key performance indicators for monitoring and improving employee performance in the maintenance service industry

Authors: M. Rizal Wibisono; Muhammad Asrol

Addresses: BINUS Graduate Program – Master of Industrial Engineering, Industrial Engineering Department, Bina Nusantara University, Jakarta, 11480, Indonesia ' BINUS Graduate Program – Master of Industrial Engineering, Industrial Engineering Department, Bina Nusantara University, Jakarta, 11480, Indonesia

Abstract: The maintenance service industry sector relies on the role of human resources in operational activities and provides a high-quality service for consumers. To ensure the industry aligns with the goals, it needs to develop a superior, more productive and innovative human resources. This research aims to design a measurement system and dashboard to control employee performance with adopting maintenance process indicators. The analytical hierarchy process (AHP) combined with balanced scorecard framework was applied in determining main indicators and employee performance. This research also proposed a dashboard in displaying the performance result which was designed with waterfall approach. The results showed that the current performance measurement was low in average, which potentially threatens achieving the company's goal. This research provides a dashboard supported by sufficient database to display the performance. The result shows that using the proposed dashboard potentially increases the average performance of employees up to 15.27%.

Keywords: analytical hierarchy process; AHP; balanced scorecard; dashboard; decision; key performance indicator; maintenance process; maintenance services industry.

DOI: 10.1504/IJMDM.2023.131777

International Journal of Management and Decision Making, 2023 Vol.22 No.3, pp.279 - 309

Received: 22 Mar 2022
Accepted: 30 Jun 2022
Published online: 30 Jun 2023 *

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