PERANCANGAN PERBAIKAN KUALITAS LAYANAN TUTOR ONLINE PADA PERUSAHAAN EDUKASI OSHIEDU

• Main Author: Farrah Alifya, Denessa
• Format: Final Project
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/77606
• Institution: Institut Teknologi Bandung

OSHIEDU is a non-formal education company that provides school subject courses in the form of private and group tutoring services through offline and online methods. Currently, the average number of tutoring sessions per month only reaches 25% of the company's target. Based on the analysis of the root issues, it is known that this is happening because the company is not aware of the quality of the existing services, which hinders the optimal execution of their services. Therefore, it is important for the company to improve its services by reviewing the service attributes that need to be maintained or enhanced. From 2020 to June 2023, 66.36% of OSHIEDU's total sales come from online tutoring sessions, prompting the company to focus on improving its online tutoring services. The improvement of OSHIEDU's online tutoring services is started with the diagnosis of diagnosing the service by mapping the existing service processes using a service blueprint. The identified service attributes are then classified using the Kano model to determine customer preferences towards these attributes. Subsequently, measurements are taken on the importance of service attributes and customer satisfaction levels by evaluating customer responses when service attributes are met or not. Analysis using the Importance-Satisfaction Model and The HWWP Model is conducted to prioritize the service attributes that need improvement, followed by designing alternative improvement solutions using situation analysis, which provides information to be processed using the TRIZ method. The selected solution principles are then evaluated by mapping a new service blueprint containing alternative improvement solutions to the critical issues at hand. This study measures a total of 32 online tutoring service attributes, with 22 attributes directly interacting with parents and 10 attributes directly interacting with students. The identification of critical issues by reviewing moments of truth in the service leads to 11 recommended improvement solutions for the company to enhance 4 priority service attributes: responsiveness in processing tutoring packages, awareness of student needs, mentor ability to identify learning styles, and alignment of practice exercises with the learning material.