Revitalization of Operational Procedures to Improve Performance Efficiency: Study Case at PPSDM Consultant

Muhammad Bari () and Sisdjiatmo K. Widhaningrat
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Muhammad Bari: University of Indonesia, Master of Management, Faculty of Economics and Business
Sisdjiatmo K. Widhaningrat: University of Indonesia, Master of Management, Faculty of Economics and Business

A chapter in Proceedings of the 7th Global Conference on Business, Management, and Entrepreneurship (GCBME 2022), 2024, pp 362-372 from Springer

Abstract: Abstract MSMEs contribute significantly to both Indonesia’s economic growth and employment. Like their larger counterparts, MSMEs varied in core businesses. MSMEs that focus on services business need to pay more attention to its standardization both in the service delivery process and the end products received by clients. PPSDM Consultant is a medium enterprise focusing on service business as a management and psychology consultant. This study uses business coaching techniques with qualitative methods in data collection to map the current conditions and problems of the company to devise improvement solutions. Two main problems found within the company are the unavailability of proper job descriptions and standard operational procedures (SOP) for service standardization to improve its performance efficiency. The result shows the implementation of proper SOP and job descriptions of functions positively affect a company’s performance efficiency and standardization in service delivery procedures. The implementation of SOP and job description helps the employees understand their responsibility and functions properly to meet company standards. The implementation also helps the company progress to gain international certification of ISO which will broaden market segments for B2G (business to government). This study aims to assist MSMEs in managing the function of operations management by implementing proper job descriptions and SOP.

Keywords: Business Coaching; Job Description; Operations Management; Service Standardization; Standard Operational Procedure (search for similar items in EconPapers)
Date: 2024
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DOI: 10.2991/978-94-6463-234-7_36

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