DEVELOPING BUSINESS STRATEGY BY APPLYING SCRUM BASED ON CUSTOMER SATISFACTION : CASE STUDY OF SAYURMOMS

• Main Author: Nadila Balqis, Yazerlin
• Format: Final Project
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/57253
• Institution: Institut Teknologi Bandung

Sayurmoms, an online grocery store based in Surabaya, offers people ease in shopping daily groceries without the need to go outside especially during the Covid-19. After running for almost one year Sayurmoms grows only based on the increase in target revenue, since its establishment, the company has experienced a significant revenue increase in certain months, one of the reasons is that in the month with this increase an agile organization approach was used using the scrum method but in a way that was still not perfect.. But the founders realized measuring the increase of revenue is not enough, the company must have a competitive advantage in order to compete with competitors too. To solve this problem, the researcher conducted an analysis using several methods, namely value chain analysis, business growth analysis, porter's five forces, SWOT, root cause analysis and customer satisfaction analysis which became the main guide for company improvement. The business solution and implementation plan were proposed in this research as a guideline for Sayurmoms to develop the company using one of the methods in an agile organization, namely Scrum, which has worked well in previous companies. The business solutions start from determining the factors and types of services that must be improved and prioritized based on the results of customer satisfaction interviews with Sayurmoms customers. It was found that there are 4 services that still need to be improved in order of priority, namely develop product variants and weight options, speed and readiness of admin, reliability in the completeness of the product and delivery time and last ability to fulfill requests. Then the researcher also added one business solution related to the running of the company, namely Sayurmoms as an agile organization. Lastly, the implementation plan that is written consists of a timeline and guideline of the scrum process for running the business development strategy. The result of this research could help other businesses in the same industry to make business development strategies as an agile organization especially using scrum method.