PROPOSED BUSINESS MODEL AND SERVICES QUALITY IMPROVEMENT PROGRAM AT MATAHARIKU DAYCARE

• Main Author: HILDA RAHARUSUN (NIM 29115732), HALIDA
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/27654
• Institution: Institut Teknologi Bandung

This report proposes business model and services quality improvement program for Matahariku Daycare, a newly established daycare service located in south Jakarta. With the initial objective to provide temporary stay for the late picked up students of Aluna School, Matahariku is facing some issues in its operation, which closely related to the low level of service quality. Those issues are student health and safety issues, improper handling of grievances from customers, high employee turnover and Low number of students’ enrolment compared to the number of potential Aluna students. Later we found out that this low level of service quality is intertwined with its evolving business model. <br /> <br /> The research identified six root causes namely: Limited space and facilities available to optimize and improve the existing program; the absence of standardized training and development; caregivers and staff are untrained/uneducated in their job; the absence of caregiver’s code of conduct; lack of marketing efforts, and; no safety and health standards established. It then come up with eleven comprehensive solutions to solve them, and propose the implementation plan in the form of an end-to-end project of Service Quality Improvement Program. <br /> <br /> Consequently, the modification on six out of nine blocks on the business model canvas is required as to adjust with the proposed program. Those are Key Partnership where Matahariku will need to form strategic alliance with TPAM, Key Activities by adding more activities into its curriculum, Value Prepositions by ensuring the implementation of Montessori approach, Customer Relationship by providing information package and improving documentation and reports, expanding Customer Segments, and diversifying Communication Channels. <br /> <br /> Two of the subjects covered in the improvement program is to refine the marketing plan, and widen the scope of the center. In this case, transforming Matahariku Daycare from a minor business of the Aluna School, which is to provide shelter for the late picked up students, to become its core business, the integrated early childhood education service primarily for children with special needs in South Jakarta. The last subjects are proposed as the research identified larger potential gains by doing so. Lastly, the paper identifies practical implication consists of further consequences for Aluna’s board consideration prior to implement the program.