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Abstract
Kualitas pelayanan dan kinerja yang baik menjadi semakin penting di era persaingan yang sangat ketat sekarang ini. Terminal Petikemas (TPK) Koja merupakan terminal yang di peruntukkan kegiatan bongkar muat barang khususnya petikemas. Kinerja karyawan yang baik akan mempengaruhi kualitas proses dan pelayanan bongkar muat yang dihasilkan. Penelitian ini merupakan penelitian kualitatif dengan studi kasus pada TPK Koja. Tujuan penelitian ini untuk mengidentifikasi KPI (Key Performance Indikator) yang dapat menunjang peningkatan Nilai TPK Koja dengan menggunakan rancangan HR Scorecard, serta menghitung bobot masing-masing KPI dengan menggunakan metode Analytical Hierarchy Process dan mengukur nilai pencapaian kinerja dengan metode scoring system dan evaluasi hasil pengukuran kinerja dengan Traffic Light System. Data dikumpulkan dari data primer melalui wawancara, kuisioner, obervasi, dan perekaman, sedangkan data sekunder diperoleh dari TPK Koja. Perancangan pengukuran kinerja dengan kerangka Human Resource Scorecard menghasilkan 60 KPI yang menunjang peningkatan nilai KSO TPK Koja, yaitu 15 KPI dari perspektif High Performance Works System, 15 KPI dari perspektif HR System Alignment, 15 KPI dari perspektif HR Efficiency, dan 15 KPI dari perspektif HR Deliverable. Hasil pengukuran kinerja karyawan KSO TPK berada pada level hijau dengan hasil kinerja sebesar 110,73% atau sangat baik. Namun, masih terdapat 2 KPI yang realisasi di bawah target, yaitu pelaksanaan pelatihan dan tingkat ketersediaan HT-ECH-RS. Maka perusahaan harus melakukan perbaikan pada KPI tersebut agar lebih meningkatkan nilai persentase KSO TPK Koja pada aspek Human Resource.
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