Wibowo, Carlo Clanchy and Hidayat, Nila K. (2017) Analysis Of Standard Operating Procedures Towards Business Process Improvement. A Case Study Of Consumer Banking Operations Unit At PT BANK DBS INDONESIA, Kuningan, DKI Jakarta. Bachelor thesis, Swiss German University.

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Abstract

The main objectives of this research is to identify the impact of Standard Operating Procedures (SOP) towards Business Process Improvement (BPI), and identify the formulation process of Standard Operating Process (SOP) at Consumer Banking Operations units. The research will be performed at Strategic Planning & Support which act as the Standard Operating Procedures (SOP) and Consumer Banking Operations units which act as the user of the Standard Operating Procedures (SOP) at PT. Bank DBS Indonesia. Based on the findings in this research, there is an impact of 42.7% of Standard Operating Procedures towards Business Process Improvement based on MIPI Methodology. Furthermore, based on the information collected through in-depth interview the proposed formulation process of Standard Operating Procedures (SOP) consists of six-steps. SOP preparation, period computation based on Service Level Agreement (SLA), SOP review and approval, document control, SOP document tracking and archival, and frequency of revisions and reviews. The proposed formulation process of Standard Operating Procedures (SOP) manage to improve the gap to 13% compared with SLA. Further research could extent the impact of Standard Operating Procedures towards other variable.

Item Type:	Thesis (Bachelor)
Uncontrolled Keywords:	Standard Operating Procedures; Business Process Improvement; MIPI Methodology; Service Level Agreement
Subjects:	H Social Sciences > HG Finance > HG1501-3550 Banking
Divisions:	Faculty of Business Administration and Communication > Department of Business Administration
Depositing User:	Astuti Kusumaningrum
Date Deposited:	09 May 2020 06:29
Last Modified:	09 May 2020 06:29
URI:	http://repository.sgu.ac.id/id/eprint/155

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