Mononimbar, Jesy Thesalonica (2019) Evaluasi Dan Perbaikan Proses Bisnis Layanan Pengaduan Masyarakat Pada Dinas Komunikasi Dan Informatika Kabupaten Sidoarjo Menggunakan Metode Business Process Improvement (Bpi). Sarjana thesis, Universitas Brawijaya.
Abstract
Dinas Komunikasi dan Informatika Kabupaten Sidoarjo merupakan unsur pelaksana urusan pemerintahan daerah yang dipimpin oleh seorang Kepala Dinas. Untuk mendukung dalam menjalankan tugasnya, Dinas Komunikasi dan Informatika Kabupaten Sidoarjo membentuk Pusat Pelayanan Pengaduan Masyarakat (P3M). Dalam menjalankan proses bisnis, masih terdapat beberapa potensi kesalahan yang dapat mempengaruhi kinerja proses bisnis sehingga tidak berjalan secara optimal. Seperti waktu berjalannya beberapa proses yang melebihi Standard Operational Procedure (SOP) yang telah disepakati, hasil tanggapan pengaduan yang kurang jelas dijawab oleh siapa, dan website P3M belum terintegrasi dengan email dan nomor telepon pelapor. Oleh karena itu diperlukan adanya analisis dan evaluasi proses bisnis yang sedang berjalan saat ini untuk mengetahui permasalahan pada setiap aktivitas sehingga dapat mengatasi permasalahan serta melakukan perbaikan pada proses bisnis agar mampu berjalan lebih optimal. Penelitian ini menggunakan metode Failure Mode and Effect Analysis (FMEA) untuk melakukan analisis permasalahan dan evaluasi proses bisnis serta menggunakan metode Business Process Improvement (BPI) untuk melakukan perbaikan proses bisnis sehingga dapat menghasilkan rekomendasi perbaikan proses bisnis (to-be). Proses bisnis saat ini (as-is) dan rekomendasi (tobe) dimodelkan menggunakan notasi Business Process Modelling and Notation (BPMN) dan dilakukan simulasi pada time analysis. Pada hasil simulasi time analysis proses bisnis saat ini (as-is) dan rekomendasi proses bisnis penerimaan (to-be), pada proses bisnis penerimaan pengaduan masyarakat didapatkan peningkatan waktu rata-rata hingga 30.62%, pada proses bisnis pelaporan pengaduan masyarakat mengalami peningkatan waktu rata-rata sebesar 26.66%, pada proses bisnis rekap pengaduan masyarakat mengalami peningkatan waktu rata-rata sebesar 17.82%, pada proses bisnis menyampaikan surat teguran mengalami peningkatan waktu rata-rata sebesar 2.27% dan pada proses bisnis tindak lanjut pengaduan masyarakat mengalami penurunan waktu rata-rata pengerjaan sebesar 9.54% karena adanya penambahan aktivitas umpan balik hasil tanggapan pengaduan. Sehingga dapat disimpulkan bahwa rekomendasi proses bisnis mampu mengoptimalkan kinerja proses bisnis.
English Abstract
The Department of Communication and Information of Sidoarjo Regency is an executive element of regional government affairs led by a Head of Service. To support in carrying out their duties, the Sidoarjo Regency Communication and Information Agency established a Community Compliance Service Center (P3M). In carrying out business processes, there are still several potential errors that can affect business process performance so that it does not run optimally. As time goes by several processes that have exceeded the agreed Standard Operational Procedure (SOP), the results of responses to complaints that are not clear are answered by whom, and the P3M website has not been integrated with the reporter's e-mail and telephone number. Therefore it is necessary to analyze and evaluate business processes that are currently running to find out the problems in each activity so that they can overcome problems and make improvements to business processes to be able to run more optimally. This study uses the Failure Mode and Effect Analysis (FMEA) method to conduct problem analysis and business process evaluation and to use the Business Process Improvement (BPI) method to improve business processes so that it can generate recommendations for business process improvement (to-be). Current business processes (as-is) and recommendations (to-be) are modeled using the Business Process Modeling and Notation (BPMN) notation and a time analysis simulation. On the results of the asis business process time analysis and recommendations for the business process of acceptance (to-be), the business process of receiving public complaints found an increase in average time to 30.62%, in the business process reporting of public complaints increased in time an average of 26.66%, in the business process the public complaints recapitulation increased by an average time of 17.82%, in the business process delivering a warning letter increased by an average time of 2.27% and in the business process follow-up public complaints decreased the average time -work rate of 9.54% due to additional feedback activities resulting from complaints. So it can be concluded that business process recommendations are able to optimize business process performance
Other obstract
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| Item Type: | Thesis (Sarjana) |
|---|---|
| Identification Number: | SKR/FILKOM/2019/536/051905919 |
| Uncontrolled Keywords: | Business Process Improvement (BPI), Business Process Modelling Notation (BPMN), Failure Mode and Effect Analysis (FMEA), Simulasi Proses Bisnis, Business Process Improvement (BPI), Business Process Modeling and Notation (BPMN), Failure Mode and Effect Analysis (FMEA), Business Process Simulation |
| Subjects: | 000 Computer science, information and general works > 004 Computer science > 004.2 System analysis and design, computer architecture, performance evaluation |
| Divisions: | Fakultas Ilmu Komputer > Sistem Informasi |
| Depositing User: | Nur Cholis |
| Date Deposited: | 05 Aug 2020 07:25 |
| Last Modified: | 25 Oct 2021 07:02 |
| URI: | http://repository.ub.ac.id/id/eprint/171802 |
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