A SERVICE PROCESS IMPROVEMENT AT PT EISEN BOWER BY USING NEW SERVICE DEVELOPMENT MATURITY MODEL

• Main Author: Ali, Sajjad
• Format: Final Project
• Language: Indonesia
• Subjects: Teknik (Rekayasa, enjinering dan kegiatan berkaitan)
• Online Access: https://digilib.itb.ac.id/gdl/view/79289
• Institution: Institut Teknologi Bandung

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.