Design of a Comprehensive Performance Measurement System Using Integrated BSC, AHP, and OMAX with Traffic Light System A Case Study in the E-Liquid Industry

Abstract

PT XYZ is an e-liquid manufacturing company undergoing aggressive expansion and experiencing organizational "growing pains." To align operational execution with strategic objectives, this study designs an integrated performance measurement system combining Balanced Scorecard (BSC), Analytical Hierarchy Process (AHP), and Objective Matrix (OMAX) with a Traffic Light System (TLS) visual dashboard. The BSC framework decomposes the corporate vision and mission into 20 Key Performance Indicators (KPIs) across four perspectives. The AHP method prioritizes these metrics, with the Financial Perspective assigned the highest weight (0.48530), followed by the Customer (0.28355), Learning and Growth (0.13594), and Internal Business Process (0.09521) perspectives. Quantitative scoring via OMAX, utilizing a 2024 historical baseline, yields a 2025 Total Performance Index (TPI) of 6.0091, indicating a 42.99% productivity improvement from the baseline (Score 3.0). TLS mapping places overall corporate performance in the Yellow (Cautionary) Zone, while successfully exposing critical operational anomalies in the Red Zone: Overall Equipment Effectiveness (OEE) at a score of 1.5 (actual 65.0%) and Complaint Response Time at a score of 2.5 (actual 35.0 minutes). Corrective and Preventive Actions (CAPA) are proposed, focusing on implementing Total Productive Maintenance (TPM) and a digitalized Customer Relationship Management (CRM) system.