INTEGRATION OF BALANCED SCORECARD AND SIX SIGMA IN MEASURING OPEN UNIVERSITY ACADEMIC SERVICES PERFORMANCE
Keywordsacademic services performance
Special aspects of education
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AbstractPerformance appraisal is one of the activities carried out by the organization to assess performance quantitatively. One of the performance assessment methods used is Six Sigma and the Balanced Scorecard. Six Sigma is an organizational approach to improve operational excellence, while the Balanced Scorecard provides a framework for transforming organizational strategies into work matrices that help organizations compete. Strategic business plans can be implemented using the Balanced Scorecard (BSC) performance management system approach, while various action programs can be applied using the Six Sigma approach. Both methods can be integrated to synergize in achieving the company’s strategic goals. This study aims to measure the performance of Open University academic services with the integration of BSC and Six Sigma in the field of academic services. Through this integration, performance measurement was focused on quality control by exploring UT’s academic service system as a whole and combined with four perspectives in the Balanced Scorecard. The results showed the level of student satisfaction with UT’s academic services of 90.20% which means that students are very satisfied with UT’s academic services which include programs of distance education and programs, models, teaching materials (modules and non-print teaching materials), face-to-face tutorials and online tutorials, learning assistance counselling services, and learning evaluation. Meanwhile, measurement using Six Sigma shows that UT academic services are at level 3, which means there are still some UT services that are not perfect, especially in tutorial and teaching materials services.