A SERVICE PROCESS IMPROVEMENT AT PT EISEN BOWER BY USING NEW SERVICE DEVELOPMENT MATURITY MODEL
PT Eisen Bower is a service company engaged in the creative industry. The services provided are visual communication design and interior design. PT Eisen Bower wants to develop and improve its service process in the interior design sector. The services provided are considered less competitive for...
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| Format: | Final Project |
| Language: | Indonesia |
| Subjects: | |
| Online Access: | https://digilib.itb.ac.id/gdl/view/79289 |
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| Institution: | Institut Teknologi Bandung |
| Language: | Indonesia |
| Summary: | PT Eisen Bower is a service company engaged in the creative industry. The services
provided are visual communication design and interior design. PT Eisen Bower
wants to develop and improve its service process in the interior design sector. The
services provided are considered less competitive for the company. Therefore, PT
Eisen Bower needs service process improvements which are expected to make the
services provided by PT Eisen Bower more sustainable.
Service process improvements are carried out by mapping the existing service
business processes and evaluating the service business processes. Based on the
evaluation results, process improvements can be designed. Mapping of business
processes is carried out to understand the processes that are running at PT Eisen
Bower in implementing and developing its services. Evaluation is carried out to
determine the level of readiness of the process and the organization in providing its
services. The relevant model used to improve the service process is the New Service
Development Maturity Model (NSDMM). NSDMM is used to evaluate and design
an improvement of the new service development process. Maturity evaluation can
be done through documentation study, interview, and observation. However, this
gives the possibility that the data collected is subjective. Therefore, maturity
evaluation is carried out by collecting supporting evidence which can be used as a
more objective maturity assessment instrument.
Service process improvement using the New Service Development Maturity Model
produces a suggestion in the form of an improvement roadmap in which PT Eisen
Bower can develop its services even better. Procurement of workshops and the
development of interior service applications can be implemented by utilizing the
roadmap for improvements. |
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