The Indonesian Journal of Business Administration
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IMPROVING CUSTOMER SATISFACTION OF SELF-SERVICE BANKING (CS DIGITAL) CASE STUDY: PT BANK AAA BRANCH X
No full textInnovation is needed in various business sectors, including banking. One of the innovations developed by banks in various countries is based on self-service banking services. Likewise, human resources (customer service-service-based) self also play an important role in customer satisfaction with a company. CS Digital is a-service based self service issued by one of the largest private banks in Indonesia. However, it was found in one branch that the use of CS Digital was not optimal. This study will measure how satisfied customers are with-based banking services, self-service namely CS Digital, compared to customer satisfaction with the quality of human (service customer service) and the author will provide some suggestions for optimizing the use of CS Digital, one of the branches of PT Bank AAA. Service quality is measured using 5 dimensions of service quality, convenience, reliability and security, responsiveness, personalization, and tangible and customer satisfaction indicators. From these attributes, it will be calculated how big the gap is between customer expectations and company performance. The calculation of the gap is assisted by the method Importance Performance Analysis (IPA). In this study, there are several problems related to the operation of CS Digital that need to be resolved. These problems include ease of use of CS Digital, lack of clear directions for new users, slow service, and CS Digital is not the first choice for customers to make transactions. Fishbone is used to analyze the root of the problem and to find out the cause and effect of problems that occur at PT Bank AAA branch X. In addition to the fishbone method, the author also uses theories regarding service quality to find the main problems in PT Bank AAA branch X. The root of the problem from PT Bank AAA branch X, I tried to give suggestions to optimize the use of CS Digital so that it can help reduce queues and increase branch productivity as expected.Keywords: Customer satisfaction, service quality, fishbon
Proposed Business Process Strategy to Increase the Number of Fresh Water Crayfish Production (Case Study: Jaring Emas Nusantara)
No full textJaring Emas Nusantara (JEN) is a B2B business engaged in aquaculture. JEN was established on 24 May 2018. JEN is located in Banda Aceh. The commodities of this business activity are cultivation, trading, and supply. In lobster cultivation activities aim at seed production. Then in trading activities, the company accommodates the results of lobster cultivators and the catch of fishermen which will be re-selected by Jaring Emas Nusantara, lobsters that are ready to be sold and lobsters that can be cultivated.This study aims to find an effective business process strategy to increase the yield of Jaring Emas Nusantara lobster seed using qualitative methods. Literature study, internal and external analysis are then applied to analyze the current condition and position of the company. For internal analysis, Jaring Emas Nusantara will use RBV analysis, value chain analysis and VRIO analysis, while external analysis will use Porters Five Force, PESTLE analysis, and competitor analysis. The alternative business process strategy is then deepened by conducting in-depth interviews with several sources that are specialized in fisheries.The results of the study are based on internal and external analysis with a choice of strategies: SO, WO, ST, and WT. The key to the successful use of the TOWS matrix is to bring together internal and external factors to come up with a good alternative solution for the company to become the future strategy for the Jaring Emas Nusantara.The results of the interview data were processed and tested with recommendations for business process strategies that had been given by several sources specialized in fisheries. With the implementation of the business process strategy the Recirculating Aquaculture System becomes one of the business solutions that can be applied to freshwater crayfish, because it can increase production value, reduce production costs and be efficient. Then make a good time planning for the implementation of the strategy carried out by the company so that it runs in accordance with the preparation and readiness of the Jaring Emas Nusantara in developing new solutions based on the analysis of the problems that have been carried out.KEYWORDS: Business Process Strategy, Internal and External Research, RAS, Aquaculture, Fisherie
IMPROVEMENT OF E-PROCUREMENT SYSTEM USING LEAN SIX SIGMA APPROACH (CASE STUDY IN PT ANGKASA PURA II (PERSERO))
No full textThe General Meeting of Shareholder has set investment program for development in key performance indicators, such as infrastructure building terminal, runway, or other supporting to operate the airport as production tools that generates revenue. It processed through the procurement, with comply to the company rule that refer to guidelines of state-owned enterprises, so that, the faster procurement process and work process completed, the potential revenue recorded. The problem is, absorption of investment program in recent years has not achieve the target. The delay in the procurement process and duration of the completed, start from the tender request until the appointment issued is the topic of author's analysis.The lean six sigma synergy is the concept of operational management. The procurement process is expected to achieve lean "speed", and "six sigma" quality. The analysis is identifying potential waste using lean principles, things that cause ineffective process, and the DMAIC concept in determining problems, measuring abilities and goals, analyzing data to understand problems, improving processes and reducing the causes of problems, and implementing controls.Improvement has been made in each process, from 65 working days, to 25 working days. The speed and quality of the procurement process will facilitate the achievement of investment absorption targets.Keywords: investment, lean, procurement, production tools, revenue, six sigma
PRODUCT DEVELOPMENT BASED ON CUSTOMER PREFERENCES
No full textIndonesia itself clothing who produce streetwear motorbike fashion began to appear. Rawtype Riot is a company engaged in Streetwear motorbikers fashion based on Bandung, was founded in 2017 by art paint designer who formerly worked in Unionwell as designer profession Decky Sastra. At the end of 2018, Rawtype Riot developed sukajan’s jacket type. Even though, the sales volume of sukajan jacket had a gap with another type of issue such a versity jacket. Purpose of this study, Rawtype Riot wants to know consumer’s perceptions about the jacket so that in the development of the next jacket in accordance with the preferences of consumers and stick on the positioning of Rawtype Riot itself. To solve this issues, thid research was conducted by exploratory research to find out perception and pereference of Rawtype Riot’s customer. In exploratory research design, the researcher’s ideas and thoughts are key as it is primarily dependent on their personal inclination about a particular topic. Result of this study indicate that Rawtype Riot’s current customer obtained Exclusive brand, manly apparel, local brand and custom culture while investigating about rawtype Riot Brand, then followed to quality, the result is comfortable, durability and safety when indicate prefered jacket. Oranament design also can be variable to drive customer purchasing decision which is raw design style, vintage design, motorbike design is their prefered when see sukajan jacket while origin jacket sukajan which is oriental design avoided by customers. The last is color variable which is this informant suggested that dark and variation is consideration when preference about sukajan jacket. Conclusion of this study is that Rawtype Riot customers do not prefer the type of Japanese origin jacket which is Sukajan. This caused by the color of the jacket which is famously bright and has a graphic design. By knowing these facts, company through product development can consider these factors which can be modified so that it can be accepted by customer Rawtype Riot taste.Keywords: custom culture, in-depth interview, marketing research, Apparel, exploratory researc
PSYCHOLOGICAL EMPOWERMENT AS MODERATING VARIABLE IN THE EFFECT OF EMPOWERING LEADERSHIP ON CREATIVE PROCESS ENGAGEMENT
No full textIn order to deal with the changing of the global environment that is occurring quickly, companies must develop strategies to survive and grow. The history of PT X where it has gone through difficult times in 2000-2002 because they faced financial problems, caused the company to lay off most of its employees. In addition to providing positive impacts such as cost reduction, downsizing also causes negative impacts, namely the emergence of responses from surviving employees through attitudes and behaviors that have a negative impact on performance. In addition, this financial problem then caused the company did not recruit for 10 years so that there was a generation gap between employees. This condition raised problems related to differences in views in decision making at PT X. The response toward the downsizing caused senior employees to always felt threatened by their position in the work so they did not want to involve other employees including in the decision making process. Meanwhile, employees who did not have the opportunity to be involved in decision making would have an impact on the lack of engagement with their work.This study aims to identify the relationship between empowering leadership and creative process engagement by using psychological empowerment as a moderator variable. The relationship between the variables in this study was measured using regression tests. The results of data analysis show that there is a significant influence on empowering leadership towards creative process engagement at PT X. The involvement of psychological empowerment as a moderate variable strengthens the relationship between empowering leadership and creative process engagement. Root cause analysis is done using CRT (Current Reality Tree) which shows that the root of the problem is an inappropriate leadership style. Inapropriate leadership style affects the lack of employee opportunities to be involved in the decision making process as well as the lack of employee competency caused by the lack of people development which in the end these problems will lead to lack of employee engagement in the creative process. So the researchers formulated several alternative solutions related to business issues and root causes, namely soft skills training, intimate discussion, day out, family gathering and creating space for creativity.Keywords: Empowering Leadership, Psychologicl Empowerment, Creative Process Engagemen
Optimizing Maintenance Cycle Time to Improve System Availability and Reduce Loss Production Opportunity in Water Injection Pump Benar Gathering Station
No full textPT. BLUE is one of the largest oil and gas companies in the world and have business unit that Operates in Sumatra. PT BLUE's operational area in Sumatra is known as the block rokan. The rokan block consists of several areas, namely: Bangko - Balam area, Bekasap area, and also Duri area. Each of these areas has several places for the process of collecting oil or better known as the Gathering Station. One of the most well-known gathering stations in Bangko - Balam Area is Benar GS. Benar GS is a gathering station which is also a contributor to producing oil which is large enough for Bangko - Balam Area. Benar GS has several equipment to help produce sufficient oil, including the Water Injection Pump (WIP), where there are 5 water injection pumps (WIPs) in the Benar GS area at the moment. This water injection pump is really needed to be able to inject water into the well to be able to push the fluids (water, oil and gas) in the well to the surface so that it can be processed later at the Gathering Station. In 2019 - 2020, there were 16 failures that occurred in the Water Injection Pump at this Benar GS. Problems such as an increase in temperature at the Water Injection Pump, the vibration that occurs in the Water Injection Pump which is caused by a lack of pressure suction on the Water Injection Pump and also problems in the electrical system such as problems with voltage and operating load for WIP. This problem causes WIP to shut down for a long time so that it will cause a loss of production oil (LPO) which is quite large with an average LPO that occurs at 682.5 BOPD. Therefore, a system that is able to increase the availability of Water Injection Pump is needed and reduce cycle time to repair if there is damage to the WIP so that it can reduce the loss of production oil (LPO) caused by WIP. The lean sigma method will be used in this case, where with this method a monitoring system will be produced which can be used as a reference for carrying out predictive maintenance so that it can prevent the Water Injection Pump (WIP) from experiencing long damage so that the LPO is the also get reduced. The results obtained from this improvement were a decrease in the number of failures that occurred at WIP in 2021 to 2 failures with an average LPO of 195 BOPD.Keywords: Availability, Cycle time, Lean Sigma, Loss production, Predictive Maintenanc
ANALYSIS OF THE BUSINESS FEASIBILITY OF ESTABLISHING A STRATEGIC BUSINESS UNIT FOR NON-AIRCRAFT PRODUCTS AT PT DIRGANTARA INDONESIA
No full textCompany has to try to manage resources effectively and efficiently. It is intended to get more revenue, so that the company can be going concern. It will boost company to reach competitive levels. PT. DI, one of the Industry Strategies of BUMN, produces not only aircraft but also non-aircraft that have a contribution to company's overall revenue. Production process management of non-aircraft products must have good management. Researcher proposed to establish of a strategic non-aircraft products business unit. Researcher collects and processes data as a basic to make decision to establish strategic business unit for non-aircraft products. Researcher uses SWOT analysis, financial feasibility analysis, sensitivity analysis to provide recommendation to establish non-aircraft product business unit. The results of the analysis of the researcher are :Based on the SWOT Analysis of the proposed Non-Aircraft Products SBU for market & marketing aspects, HR, and Production and Facilities Aspects, PT. DI needs to minimize weaknesses and take opportunities. Through the establishment of Non-Aircraft Products SBUs, this will be implemented.Based on financial feasibility analysis, non-aircraft products SBU has NPV of IDR55.075.788.717 for 5 years. The IRR value is 27.20 % which means it is greater than WACC (17.24), so this business is feasible because it has the ability to get high returns. Net B/C ratio of 1.02 which means that every IDR1.00 in costs incurred will provide a profit of IDR0.02.Sensitivity analysis with two condition : 1) Assumed by material increase 5 % ; 2) Assumed by sales condition decrease 10 %. Based on sensitivity analysis assumed by material increase 5%, this project has NPV IDR37.827.291.229,61, IRR value is 19,28%, B/C ratio value is 1,00 its mean non-aircfraft products SBU is still feasible to implement. Based on sensitivity analysis assumed by material decrease 10%, this project has NPV IDR40.983.886.068,26, IRR value is 20,77 %, B/C ratio value is 1,00 its mean non-aircraft products SBU is still feasible to implement. Keyword : resources, non-aircraft product, SWOT analysis, feasibility, sensitivity analysis
Design, Financial Projection, and Implementation for Online Marketplace for Gaming Focused Products (Case Study PT. Candra Dimuka Investama)
No full textPT. Candra Dimuka Investama is a start-up company that focuses on e-commerce and digital marketing. The company started in 2020 with the project of an online marketplace for gaming-focused products. The idea is that to be a platform for gamers in Indonesia to transact digital items that is not available in a common marketplace like Tokopedia and Shopee. The global gaming industry is growing rapidly, with a CAGR of 9.17%. Indonesia gaming market is more promising with expected growth of 25-30% in the next few years, expected to be the top 5 global markets in 2030 at a size of USD 4.3 billion. This study will help the company to analyze the business and planning for the design, implementation, and financial projection for the next ten years with using the feasibility study method of Net Present Value (NPV), Internal Rate of Return (IRR), Payback Period (PP) and Profitability Index (PI). The method to value this investment is using Discounted Cash Flow (DCF) to the Free Cash Flow (FCF) to the firm. Risk analysis was conducted with sensitivity analysis, scenario analysis, and Monte Carlo analysis. Keywords: Financial feasibility study, investment, marketplace, gaming industry, DC
BUSINESS STRATEGY FORMULATION FOR HUMBLEZING TO OBTAIN SUSTAINABLE COMPETITIVE ADVANTAGE IN COMPETITIVE MARKET
No full textBuilding a sustainable competitive advantages is crucial to winning the competitive fashion industry. The purpose of this study was to design a business strategy to create the sustainable competitive advantage. Research initiated by analyse the external and internal factor of the company including PESTEL analysis, Porter’s five forces, competitor analysis, Porter’s value chain analysis, Resourced-based view and VRIO analysis. The methodological approach that used are integrating quantitative and qualitative data. Observation and questionnaire data will be collected to generate the SWOT matrix, TOWS matrix, Porter’s three generic strategies, Proposed business model canvas, and Proposed sustainable competitive advantages. The result showed that the best strategy for Humblezing can be tailored to sustain the business in competitive environment is focus differentiation. Where the company will emphasize the innovation in terms of product, variations, excellent customer service, digital marketing and brand communication. Then the sustainable competitive advantages will be obtained through powerful brand value, prospensity to innovation, customer co-creation and loyalty, and also the management system.Keywords : business model canvas, business strategy, fashion industry, humblezing, sustainable competitive advantag
PROPOSED PRODUCT STRATEGY BASED ON CONSUMER PREFERENCE FOR FASHION HIJAB BRAND (CASE STUDY: HUMAIRA LABEL)
No full textMuslim fashion industry has emerged to develop in Indonesia and considerable potential to become the center of the world's Muslim fashion according to Muslim fashion consumption estimated at US $20 billion with growth rate of 18.2 % per year in Indonesia (Global Islamic Report, 2018/2019). Humaira Label is a local brand of self manufactured Scarf and Woman Muslim Wear that aims to create modest, smart casual, exclusivity and unique scarf design with premium quality based on Bandung, established in August 2018. The raw material of Humaira Label built by natural fabrics, such as lyocell, cotton voile, miracle voile and ultrafine voile with various of beautiful unique design. The motif/design of scarves is exclusive because Humaira Label changes the design dynamically every batch. Its inspired by the lifestyle of dynamic and active working women in style - smart casual.This research aims to propose product strategy based on consumer preference by determining the cause of instability income of Humaira Label which is indicated by no sales indicate in several months by using internal and external factors analysis to find the root problems using STP, Marketing Mix Analysis, Porters Five and PEST Analysis, customer analysis and benchmark analysis and then been concluded in SWOT analysis and TOWS matrix. To know the customer preference toward hijab product, conducted the questionnaire by 103 respondents by analyzing the descriptive analysis and conjoint analysis.From matrix TOWS analysis, author proposed several alternative product strategies that can be implemented by Humaira Label. Those alternatives product strategy based on consumer preference that had been chosen to be proposed are making variance of product, improving promotion placement in social media, empowering local brand by creating brand value, reseller and drop shipper program, collaborate with social influencer in media social, and develop customer engagement program.Keywords:Muslim Fashion industry, Hijab, Product Strategy, Consumer Preference, TOWS matri