PROPOSED SERVICE DEVELOPMENT FOR FTA CENTER BANDUNG TO PROVIDES MSMES NEEDS IN WEST JAVA

• Main Author: Agnia, Hilmi
• Format: Theses
• Language: Indonesia
• Subjects: Manajemen umum
• Online Access: https://digilib.itb.ac.id/gdl/view/76508
• Institution: Institut Teknologi Bandung

FTA Center Bandung is one of the projects formed by the Ministry of Trade of the Republic of Indonesia based on the government's work program in improving the national economy. One of the goals is to provide incentives to businesses, especially MSMEs so that they can encourage exports of their commodities abroad. FTA Center Bandung has an area of responsibility in the area of West Java where the region has the largest portion of MSMEs in Indonesia. This research has explained the analysis of the service process that has been carried out by FTA Center Bandung and how their services can support MSMEs needs to become exporters. Currently FTA Center Bandung includes 3 main services which are, consultation, education and advocation. But over time, this organization faces various obstacles in delivering its services to clients. This study uses qualitative research with an ethnographic or participant observation approach. In depth interviews are conducted to gather in depth insight into the FTA Center Bandung's problems as well as the problems that its clients experience where the results of these observations are projected into a fish bone root cause analysis. This method is used to identify and understand the initial causes of the problem so that effective corrective steps can be taken to anticipate the problem. In addition, SWOT analysis is also used to complement the strategy that will be carried out as a suggestion for the development of the service model. The researcher also designed a prototype that can be used to add a new service tool in the form of an e-learning platform. This tool will be designed using the design thinking method by taking the aspirations of the experts and the clients so that in the future it is expected to reduce organizational burden with automation, users can easily access, learn, and assess their learning progress. Furthermore, this platform will also be useful in managing the data and information needed.