FADILLAH, NORMAN (2023) ANALISIS BUSINESS PROCESS REENGINEERING UNTUK MENINGKATKAN KEPUASAN KONSUMEN PADA NS TENDA. S1 thesis, Universitas Mercu Buana Jakarta.
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Abstract
NS Tenda is a company engaged in the field of wedding organizers. In this situation, customer satisfaction with the organization's service quality is undoubtedly strongly related to the organization's service quality. The Business Processes Reengineering methodology will be used to make changes to these actions so that these business processes can function properly and effectively. In this case the author will examine NS Tenda to find out whether the implemented Business Process Reengineering (BPR) has succeeded in increasing customer satisfaction. The author will also carry out the identification stage, determine in advance whether there are problems that arise related to ongoing business processes, and evaluate in the form of improvements which will later produce input and result in customer satisfaction for the services provided as output. The author will implement business process reengineering (Business Process Reengineering) at NS Tenda as an answer to current issues. Therefore, the author will concentrate on the service and efficiency of NS Tenda, especially on the reengineering process. It is hoped that by implementing business process reengineering, NS Tenda will be able to improve customer satisfaction and increase the effectiveness of its current business procedures. Keywords: Service, Business Process Reengineering, Organization, Customer Sastisfaction NS Tenda merupakan suatu perusahaan yang bergerak di bidang wedding organizer. Dalam situasi ini, kepuasan konsumen dengan kualitas layanan organisasi tidak diragukan lagi sangat terkait dengan kualitas layanan organisasi tersebut. Metodologi Business Processes Reengineering akan digunakan untuk melakukan perubahan dari tindakan tersebut sehingga proses bisnis tersebut dapat berfungsi dengan baik dan efektif. Dalam hal ini penulis akan mengkaji NS Tenda untuk mengetahui apakah Business Process Reengineering (BPR) yang diterapkan telah berhasil meningkatkan kepuasan pelanggan. Penulis juga akan melakukan tahap identifikasi, serta menentukan terlebih dahulu apakah ada permasalahan yang muncul terkait dengan proses bisnis yang sedang berjalan, serta melakukan evaluasi berupa perbaikan yang nantinya akan menghasilkan masukan dan hasil kepuasan pelanggan atas pelayanan yang telah diberikan sebagai luaran. Penulis akan mengimplementasikan rekayasa ulang proses bisnis (Business Process Reengineering) pada NS Tenda sebagai jawaban atas isu-isu terkini. Oleh karena itu, penulis akan berkonsentrasi pada layanan dan efisiensi NS Tenda, khususnya pada proses reengineering. Diharapkan dengan menerapkan rekayasa ulang proses bisnis, NS Tenda akan dapat meningkatkan kepuasan pelanggan dan meningkatkan efektivitas prosedur bisnisnya saat ini. Kata Kunci : Pelayanan, Business Process Reengineering, Organisasi, Kepuasan Pelanggan.
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