Peningkatan Kinerja Operations Pada Perusahaan E-Commerce Enabler Indonesia PT XYZ

Authors

  • Henu Akbar Master Manajemen, Bina Nusantara University
  • Safitri Heny R Master Manajemen, Bina Nusantara University
  • Ahmad Syamil Binus Business School, Bina Nusantara University

DOI:

https://doi.org/10.58258/jisip.v5i3.2171

Keywords:

Operations, Service Level Agreement (SLA), Business Process Management (BPM)

Abstract

This study aims to explain the increase in operating performance at the E-Commerce Enabler PT. XYZ. The current condition of PT. XYZ into several parts such as operationally. The business process carried out by PT XYZ is still manual, one of which is using google docs. The biggest problem with this company is the high number of canceled orders, this is because many processes are not going well. The consultation project aims to provide recommendations for business process improvement strategies from the operational management side of PT XYZ in order to increase client satisfaction. The analysis of this research is divided into two parts, the first theory analysis and validation analysis which includes data and interviews. The results showed 1) The main mistakes that occurred in the company PT. XYZ is the delivery of Service Level Agreement (SLA) that is not as expected. 2) Not achieving the Service Level Agreement (SLA) causes the canceled order value to increase. 3) To find out the root cause of the non-conformity of the Service Level Agreement (SLA) is to use the theory of Business Process Management (BPM).

Downloads

Published

2021-07-10

Issue

Vol. 5 No. 3 (2021): JISIP (Jurnal Ilmu Sosial dan Pendidikan)

Section

Articles

License

Copyright Notice
Authors who publish with JISIP (Jurnal Ilmu Sosial dan Pendidikan) agree to the following terms:

  1. Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution License (CC BY-SA 4.0) that allows others to share the work with an acknowledgment of the work's authorship and initial publication in this journal. 
  2. Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgment of its initial publication in this journal.
  3. Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work.