The Balanced Scorecard as a Basis for Formulating Policies to Improve Construction Company Performance (Case Study: PT XYZ)

Abstract

Construction service companies play an important role in supporting infrastructure development in Indonesia. PT XYZ experienced a decline in its assets during the 2020–2025 period, indicating the need for a comprehensive performance evaluation to support performance improvement. This study aims to analyze the company's performance using the Balanced Scorecard approach and todevelop a Strategy Map, Key Performance Indicators (KPIs), and strategic policy recommendations. A mixed-methods approach was employed using primary data collected through interviews, questionnaires, and observations, as well as secondary data obtained from company reports and relevant literature. The findings indicate that the customer and internal business process perspectives demonstrate good performance, whereas the financial and learning and growth perspectives still require improvement. Based on these findings, a Strategy Map, KPIs, and strategic policy recommendations were developed to support the sustainable improvement of PT XYZ's performance.