OPERATIONAL PROCESS IMPROVEMENT AT A CERTIFICATION BODY

• Main Author: Di Fauzi Satyawenda, Amanda
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/53350
• Institution: Institut Teknologi Bandung

Certification bodies are organizations that are accredited to be able to audit and issue a certification that an organization has met the requirements of ISO standards. The operational process, especially the auditor's performance, has an important role in Daisy Certification. As a form of increasing sustainability, companies have expectations, as seen from the KPI. In 2019, there is a decrease in profit increase from the targeted increase of 10% to 3%. This decrease was due to decreased operational KPIs, especially for auditors who did not reach the target, namely the level of utilization, report delays, and delays to technical reviewers. This study aims to determine the possible causes of the decline in operational process performance, especially auditor performance, and formulate action plans to solve problems that occur to improve process operational performance. This research applies qualitative and quantitative methods using primary data and secondary data. The qualitative method was carried out with primary data through observation and interviews with 9 Daisy Certification employees as respondents. The quantitative method uses secondary data from literature and data obtained from the company. The research begins by interpreting the results of interviews to find out the problems that arise in the company and then using the Six Sigma (DMAIC) method to analyze the problem with the benchmarking method by comparing the target and actual also by using literature to find out the root of the problem using a cause-effect diagram. Based on this method, it is known that the root of the problem is a lack of auditor competence, no monitoring of competence, and no monitoring of audit reports. The improvements that can be proposed are increasing auditor competence, monitoring auditor training, and monitoring audit reports.