BUSINESS PROCESS IMPROVEMENT TO INCREASE PURCHASE ORDER OF PT. WARUNG PINTAR SEKALI BASED ON CUSTOMER EXPERIENCE

• Main Author: Safitri Mohammad, Nadira
• Format: Final Project
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/44105
• Institution: Institut Teknologi Bandung

In this digital era, many people still utilize offline marketplace to buy their daily needs, one of the alternative is warung. Seeing the opportunity, East Ventures created initiatives to establish a company called Warung Pintar to gain revenue as improving the quality of the traditional warung by providing one-stop solution that consists of asset, training, and technology. Warung Pintar has partners to operate warung and gain revenue. Unfortunately, many partners haven’t reached the number of targeted purchase order by Rp9,000,000. Therefore, preliminary study was held to understand the reason why there are so many partners who haven’t reached the purchase order target. The preliminary study was carried out by conducting interviews with Warung Pintar partners and end-consumers found in the sample stalls. Therefore, this research is intended to find out how to increase the motivation of Warung Pintar’s partners by improving the business process of managing partners, so Warung Pintar can reach the target value of the purchase order. In this research, identifying persona, scenario creation, customer journey mapping by using customer journey map, identifying moment of truth, business process mapping by using process classification framework (PCF), service blueprint mapping were conducted. Based on the results of mapping and discussion with management, the researcher identified the failure factors and their root causes. Then from the results of the identification, priority failure factors are determined by giving a rating on each failure factor. The rating in this study was given by management. After that, an analysis and design of a repair solution is carried out to correct the prioritized failure factor. The improvement solution will be in the form of a improved service blueprint for managing the partner for the five chosen moment of truths.