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All Journal SENTRALISASI Conference on Community Engagement Project (Concept)
Evi Silvana Muchsinati
Universitas International Batam
Arts Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Other

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Developed Standard Operating Procedures for Work Discipline and Customer Service at UMKM Milan Collection Catherine Kho; Evi Silvana Muchsinati
ConCEPt - Conference on Community Engagement Project Vol. 5 No. 1 (2025): Conference on Community Engagement Project
Publisher : Universitas Internasional Batam

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37253/concept.v5i1.11623

Abstract

UMKM Milan Collection faced several operational problems, such as inconsistent employee discipline and different ways of serving customers because there were no written guidelines. These issues affected the daily workflow, service quality, and made it difficult for the owner to supervise employee performance. To solve these problems, the project used the PDCA (Plan–Do–Check–Act) method and carried out observations, interviews, document analysis, and direct evaluations. As a result, two important Standard Operating Procedures (SOPs) were created: the Work Discipline SOP and the Customer Service SOP. These SOPs provide clear rules for attendance, work ethics, customer interactions, handling complaints, and transaction procedures, so that all work activities become more consistent and transparent. After socializing the SOPs and implementing them on-site, the business saw many improvements. Employees became more disciplined, followed work schedules, and delivered more consistent service to customers. The owner also found it easier to supervise the team. Customers received more professional and uniform service. Overall, the results show that SOPs play an important role in improving operational efficiency, strengthening professionalism, increasing customer satisfaction, and supporting long-term stability for small businesses like Milan Collection.
Analysis of Hybrid Work Model on Employee Performance Through Work Life Balance Adi Neka Fatyandri; Antonio Tantra Wijaya; Evi Silvana Muchsinati
SENTRALISASI Vol. 14 No. 1 (2025): January
Publisher : Universitas Muhammadiyah Sorong

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33506/sl.v14i1.3895

Abstract

This study aims to determine the effect of hybrid work systems on employee performance through work life balance in the insurance services industry in Batam City. With data collection that has been done through the distribution of questionnaires in Batam City involving 264 respondents, with the majority of men aged 18-25 years, with a high school / vocational high school education background, working as staff. The results of the hypothesis testing indicate that work life balance can be supported by the implementation of a hybrid work model. However, increasing this work life balance does not always contribute directly to improving employee performance. Further research is recommended to identify other factors or variables that can provide new insights in explaining the impact of hybrid work systems on employee performance.
Co-Authors Adi Neka Fatyandri Antonio Tantra Wijaya Catherine Kho