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Sri Widaningrum
Universitas Telkom
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Improving Business Process In Constructing Rencana Strategi Diskoperindag Using Business Process Improvement (bpi) Method(fulfilling The Requirements Of Minister Of Home Affair Regulation Number 54 Of 2010 And Iso 9001:2008 Clause 7.3) Romyah Bighoiri Romy; Sri Widaningrum; Atya Nur Aisha
eProceedings of Engineering Vol 2, No 2 (2015): Agustus, 2015
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Abstract DISKOPERINDAG of Bandung Regency has a role in preparing the development planning documents; one of them is Renstra (Rencana Strategi). In existing condition, DISKOPERINDAG Renstra has compatibility issue with The Minister of Home Affair Regulation Number 54 of 2010. This research is aimed to improve the business process of constructing Renstra DISKOPERINDAG based on The Minister of Home Affair Regulation Number 54 of 2010 and the ISO 9001:2008 Clause 7.3, to ensure the Renstra to be able to meet customer’s expectation. This research was using BPI method to improve the business process of constructing Renstra. The improvement was started by performing activity analysis. The result of activity analysis shows that there are 14 RVA activities, 13 BVA activities and 0 NVA. Streamlining was performed to increase efficiency of the process. RACI matrix was used to determine the process owner of each activities. There are 5 activities in existing business process and 22 activities in the proposed business process. The proposed business process was trafered onto the SOP to facilitate a consistent conformance and to ensure a well-documented process. The result of this research is 1 SOP of Renstra Construction and 7 work instructions to support the SOP. Keyword: Renstra, ISO, BPI, RACI, SOP
Perancangan Sistem Manajemen Mutu (smm) Pada Puskesmas Bojongsoang Untuk Memenuhi Requirement Iso 9001:2008 Klausul 4 Dan 5 Menggunakan Metode Benchmarking Mugni Rifki; Sri Widaningrum; Muhammad Iqbal
eProceedings of Engineering Vol 3, No 2 (2016): Agustus, 2016
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Puskesmas Bojongsong merupakan salah satu unit penyedia pelayanan kesehatan yang ada di kabupaten Bandung. Puskesmas Bojongsoang berada dibawah naungan Pemkab Bandung mulai efektif memberikan pelayanan sejak 27 Januari 2010. Sebagai penyedia pelayanan kesehatan, puskesmas Bojongsoang berperan dalam peningkatan tingkat kesehatan masyarakat. Untuk tujuan tersebut diperlukan suatu sistem manajemen yang mengatur dan mengendalikan mutu pelayanan. Namun puskesmas Bojongsoang belum memiliki sistem manajemen mutu. Oleh sebab itu perlu dirancang sistem manajemen mutu yang sesuai dengan requirement ISO 9001:2008. Dalam merancang sistem manajemen mutu Puskesmas Bojongsoang, data yang digunakan adalah data eksisting Puskesmas Bojongsoang; data benchmarking Puskesmas Pasundan dan Margahayu; serta klausul 4 dan 5 ISO 9001:2008. Setelah didapatkan data tersebut, dilakukan analisis dengan membandingkan data klausul 4 dan 5 ISO 9001:2008 yang diperoleh dari puskesmas mitra benchmarking dengan data eksisting untuk menentukan adanya gap. Dari analisis tersebut akan menghasilkan suatu usulan rancangan sistem manajemen mutu puskesmas Bojongsoang berdasarkan requirement ISO 9001:2008 klausul 4 dan 5. Rancangan yang diusulkan dalam penelitian ini adalah (1) proses bisnis dan SOP puskesmas Bojongsoang yang sesuai dengan persyaratan ISO 9001:2008 klausul 4 dan 5. Adapun beberapa SOP tersebut adalah (a) Prosedur Pengendalian Dokumen dan Rekaman (b) Prosedur Tinjauan Manajemen (c) Prosedur Komunikasi Internal. Kata kunci : Sistem Manajemen Mutu, SOP, ISO 9001:2008, Proses bisnis, Benchmarking
Perancangan Pengukuran Kinerja Pada Proses Layanan Pengembangan Karir Di Career Development Center Universitas Telkom Dengan Menggunakan Framework Balanced Scorecard Pada Perspektif Customer Medianti Arifia Dewi; Sri Widaningrum; Heriyono Lalu
eProceedings of Engineering Vol 6, No 2 (2019): Agustus 2019
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Ukuran kinerja layanan merupakan tingkat tercapainya tujuan layanan yang terkait dimana tujuan tersebut dirumuskan dari requirements dari pengguna layanan. Pada saat ini Career Development Center (CDC) telah menerapkan sistem pengukuran kinerja baik pada tingkat institusi, unit kerja, proses, maupun individu. Namun ukuran kinerja yang telah ada belum memenuhi kriteria indicator kinerja yang baik, maka dari itu penelitian ini akan dirancang kembali indikator kinerja sesuai dengan kriterianya dengan menggunakan Balanced Scorecard berfokus pada perspektif customer Perancangan ulang Key Performance Indicator ini dimulai dengan identifikasi masing-masing layanan dan kebutuhan customer serta perumusan tujuan tiap layanan. Tahapan berikutnya dilanjutkan dengan perumusan indicator dan formulanya dan yang terakhir menganalisis akseptabilitas oleh pihak CDC. Hasil dari penelitian ini adalah berupa rancangan Key Performance Indicator yang telah mencakup formula ukuran kinerja dan telah memenuhi tingkat acceptability yang tinggi dan akan diusulkan kepada pihak CDC Universitas XYZ untuk diterapkan dalam operasionalnya sehingga dapat meningkatkan kinerja di setiap layanan agar dapat memenuhi tujuan awal dari layanan itu sendiri. Kata kunci: Acceptability, Balanced Scorecard, Career Development Center, Key Performance Indicator, Ukuran Kinerja
Perancangan Treatment Resiko Pada Proses Pengembangan Produk Indoor Cabinet Berdasarkan Iso 31000:2018 Untuk Memenuhi Klausul 6.1 Iso 9001:2015 Di Pt. Telehouse Engineering Shafira Amanda Umar; Sri Widaningrum; Heriyono Lalu
eProceedings of Engineering Vol 6, No 2 (2019): Agustus 2019
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PT. Telehouse Engineering is a national private company engaged in mechanical, electrical and infrastructure manufacturing. PT. Telehouse Engineering has one product line called sheet metal. Sheet metal is produced by the Sheet Metal Strategic Business Unit (SBU). One of the products included in the sheet metal product line is the indoor cabinet. Indoor cabinet is a product that is used as a storage device for a company's electrical device. There are two main processes in the production process of indoor cabinets, namely design (or called engineering) & production planning and fabrication. At present, in the process of developing indoor cabinet products there are several actual conditions that have the potential to be a risk. SBU Sheet Metal PT. Telehouse Engineering has not implemented risk management. This research departs from these conditions, with the intention of designing a risk treatment proposal. This research is carried out by conducting a risk assessment that begins with determining risk criteria, risk identification, risk analysis, and risk evaluation. Based on the results of the risk assessment, there were 9 risks which were divided into low, medium and high categories. The risk that will be given a treatment is high category risk, which is an error in tracing the work process at a work station. Research is continued with risk treatment planning and risk treatment design in the form of a standard operating procedure (SOP). Risk treatment consists of mitigation treatment in the form of work environment arrangement, calculation of cycle time and minimum number of work stations, determination of machine operation, and contingency treatment in the form of staff training and job rolling. Keywords: risk assessment, risk treatment, SOP, fabrication, engineering
Perancangan Standar Operating Procedure (Sop) Audit Internal Sesuai Iso 9001:2015 ( Klausul 9.2), Iso 14001:2015 (Klausul 9.2) Dan Iso 19011:2018 Dengan Mempertimbangkan Resiko Menggunakan Metode Business Process Improvement Di Pt. Telehouse Engineering Ni Putu Tiara Santi Riyani; Sri Widaningrum; Heriyono Lalu
eProceedings of Engineering Vol 6, No 2 (2019): Agustus 2019
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Abstrak PT.Telehouse Engineering (TE) merupakan perusahaan swasta nasional yang bergerak di bidang bisnis manufaktur mekanikal, elektrikal dan infrastruktur. Salah satu proses bisnis nya yaitu audit internal. Permasalahan terkait proses bisnis audit internal di PT. Telehouse Engineering ini belum melakukan implementasi terhadap ISO 19011:2018, menetapkan risiko serta penanganan nya, melakukan evaluasi dan kompetensi auditor internal, menetapkan metode audit internal dan kurangnya komitmen dari pihak manajemen baik dalam sistem manajemen mutu dan lingkungan. Dalam membuat perancangan SOP audit internal harus melakukan kesesuaian dengan requirement ISO 9001:2015 Klausul 9.2, ISO 14001:2015 Klausul 9.2 dan ISO 19011:2018 menggunakan metode business process improvement pada tahap apply improvement technique Usulan SOP audit internal mutu dan lingkungan ini berupa form detail perencanaan audit internal, form detail program audit, form verifikasi pelaksanaan audit internal, timeline rencana audit internal mutu dan lingkungan, form kesimpulan audit internal mutu dan lingkungan serta prosedur audit internal sistem manajemen mutu dan sistem manajemen lingkungan. Hasil dari perancangan SOP audit internal ini diharapkan dapat membantu perusahaan untuk menjamin efektifitas, efisiensi, kepuasan dari auditee maupun auditor internal serta lebih baik dari sebelumnya dalam kegiatan audit internal kedepannya. Hasil usulan SOP ini telah diverifikasi oleh koordinator quality assurance dari PT.Telehouse Engineering. Kata Kunci: ISO 9001:2015, ISO 14001:2015, ISO 19011:2018, audit internal, requirement, risiko, business process improvement, apply improvement technique, SOP, mutu, lingkungan, PT. Telehouse Engineering Abstract PT. Telehouse Engineering (TE) is a national private company engaged in the mechanical, electrical and infrastructure manufacturing business. One of the business processes is internal audit. Problems related to the internal audit business process at PT. Telehouse Engineering has not yet implemented ISO 19011: 2018, determined its risks and handling, carried out evaluations and competencies of internal auditors, determined internal audit methods and lacked management commitment both in the quality and environmental management systems. In making the design of an internal audit SOP must conform to the requirements of ISO 9001: 2015 Clause 9.2, ISO 14001: 2015 Clause 9.2 and ISO 19011: 2018 using the method of business process improvement at the stage of implementation improvement technique SOP for internal quality and environmental audit in the form of detailed forms internal audit planning, detailed audit program form, verification form of internal audit implementation, quality and environmental internal audit plan timeline, internal quality and environmental audit conclusion form and internal quality management system and environmental management system procedures. The results of the internal audit SOP design are expected to help companies to ensure the effectiveness, efficiency, satisfaction of the auditee and internal auditors and better than before in the future internal audit activities. The results of the proposed SOP have been verified by the quality assurance coordinator of PT. Telehouse Engineering.ISSN : 2355-9365 e-Proceeding of Engineering : Vol.6, No.2 Agustus 2019 | Page 7169Keywords: ISO 9001: 2015, ISO 14001: 2015, ISO 19011: 2018, internal audit, requirements, risk, business process improvement, apply improvement technique, SOP, quality, environment, PT. Telehouse Engineering
Perancangan Treatment Risiko Pada Proses Produksi Di Cv. Bearpath Untuk Memenuhi Persyaratan Iso 9001:2015 Klausul 6.1 dengan Pendekatan ISO 31000:2018 Rizki Eka Ridani; Sri Widaningrum; Heriyono Lalu
eProceedings of Engineering Vol 6, No 2 (2019): Agustus 2019
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Abstract── Based on ISO 9001: 2015 clause 6.1 CV.Bearpath must consider the risks in producing mountain shoes, so as to minimize and reduce the impact of these risks, and can determine the mitigation measures in advance. Therefore the purpose of this study is to carry out a risk assessment based on ISO 31000: 2018 in the mountain shoe production process at CV.Bearpath. The data used in this study are in the form of existing company conditions, internal issues and external issues, and requirements for ISO 9001: 2015 clause 6.1. Based on the risk register results, there are 4 risks that have a medium level and also a high level, 4 risks that require a handling action will be given a risk treatment plan in the form of mitigation planning and contingency planning, but the risk that has a high level will be designed. In this study, the risk that will be designed for treatment is late material purchases that have a high risk level, the design to be carried out in the form of an SOP. The SOP has considered the risk register and the results of the gap analysis. Keywords: ISO 9001: 2015, Production, ISO 31000: 2018, Risk Assessment, Risk Register, Treatment
Usulan Treatment Risiko Menggunakan Risk Assessment Berdasarkan Iso 31000:2018 Pada Proses Produksi Brownies Original Di Cv Xyz Untuk Memenuhi Persyaratan Iso 9001:2015 Klausul 6.1 Nanda Marhandhika Putri; Sri Widaningrum; Meldi Rendra
eProceedings of Engineering Vol 6, No 2 (2019): Agustus 2019
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Abstrak CV XYZ perusahaan yang memproduksi makanan khas kota Bandung. CV XYZ memiliki 32 varian rasa, CV XYZ merupakan perusahaan yang memproduksi olahan makanan khas Kota Bandung. CV XYZ memiliki 32 jenis produk, salah satunya adalah brownies kukus original. Dalam kegiatan produksi sehari-hari berbagai kejadian berpotensi risiko dapat terjadi. Saat ini CV XYZ belum menerapkan manajemen pengelolaan risiko. Dengan adanya penelitian ini, bertujuan untuk memberikan usulan sistem pengelolaan risiko pada proses produksi produk brownies kukus original. Data yang menjadi input pada penelitian ini adalah kondisi yang berpotensi risiko dari isu internal dan eksternal pada CV XYZ, proses produksi produk, dan kriteria penilaian risiko. Keadaaan aktual CV XYZ dibandingkan dengan persyaratan ISO 9001:2015 sehingga diperoleh gap. Data tersebut diproses untuk melakukan risk assessment dan memberikan usulan risk treatment sesuai dengan persyaratan ISO 31000:2018. Output dari penelitian ini adalah memberikan usulan treatment risiko proses produksi brownies kukus original. Berdasarkan hasil risk assessment terdapat 9 risiko dengan tingkatan low, medium, dan high. Usulan treatment risiko yang diberikan pada penelitian ini terdiri atas mitigation plan, dan contingency plan yang didata di dalam risk register. Mitigation plan yang diusulkan adalah dengan melakukan briefing sebelum memulai pekerjaan, melakukan pengawasan pekerjaan, menyediakan paduan berbentuk safety sign yang berisi aktivitas wajib dilakukan, serta menciptakan lingkungan kerja yang aman dan nyaman. Adapun Contingency plan yang diusulkan dengan memisahkan produk rusak ke area pendinginan, menambahkan waktu produksi dan memberikan pelatihan secara berkala kepada operator quality control. Kata kunci: ISO 31000:2018, ISO 9001:2015, risk assessment, risk treatment, risk register. Abstract CV XYZ is a company that produces Bandung specialty food. It has 32 types of product, one of them being original steamed brownies. In the production process, there are various potential risks event can occur. CV XYZ has not implemented risk management. With this research, it aims to provide a risk management system proposal for the production process of original steamed brownies. The data used as input in this study are conditions that have the potential risk of internal and external issues, product production processes, and risk assessment criteria. The actual situation is compared to the requirements of ISO 9001: 2015 so that a gap can be obtained. The data is processed to carry out a risk assessment and provide risk treatment proposals following the requirements of ISO 31000: 2018. The output of this study is to provide a risk treatment proposal for the process of producing original steamed brownies. Based on the results of the risk assessment there are 9 risks with low, medium and high levels. The proposed risk treatment provided in this study consists of a mitigation plan and a contingency plan that is recorded in the risk register. The proposed mitigation plan is to conduct a briefing before starting the work, supervise the work, provide an alloy in the form of a safety sign containing mandatory activities, and create a safe and comfortable work environment. The proposed contingency plan is by separating damaged products into the cooling area, adding production time and providing training regularly to quality control operators. Key words: ISO 31000:2018, ISO 9001:2015, risk assessment, risk treatment, risk register
Perancangan Usulan Perbaikan Proses Produksi Kemeja Untuk Meminimasi Waste Motion Pada Cv. Wira Utama Menggunakan Metode 5S Meita Ratna Sari Sagala; Sri Widaningrum; Marina Yustiana Lubis
eProceedings of Engineering Vol 6, No 2 (2019): Agustus 2019
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ABSTRAK CV.Wira Utama merupakan industri garmen yang berlokasi di Cimahi. Produk yang diteliti pada penelitian ini adalah kemeja. Berdasarkan data produksi dari Januari hingga Desember 2018 terdapat keterlambatan pengiriman kemeja kepada pelanggan yang disebabkan karena tidak ketercapainya target produksi. Permasalahan tersebut diindikasi adanya waste pada proses produksi kemeja. Pendekatan yang dapat digunakan untuk meminimasi waste yaitu dengan pendekatan lean manufacturing. Value stream mapping dan process activity mapping digunakan untuk memetakan aliran proses produksi dan mengidentifikasi gerakan yang tidak memberikan nilai tambah untuk proses produksi kemeja. Pada pembuatan PAM didapatkan aktivitas non-value added (NVA) memiliki persentase terbesar, yaitu 82,9%, sedangkan persentase aktivitas value-added (VA) adalah 4,9% dan necessary but non-value added activity (NNVA) adalah 12,2% Sehingga perlu dilakukan usulan perancangan untuk meminimasi waste motion. Tahapan berikutnya yaitu mengidentifikasi akar penyebab terjadinya waste motion dengan menggunakan Fishbone diagram dan 5 why’s. Selanjutnya, melakukan perancangan usulan dengan menerapkan metode 5S. Berdasarkan hasil rancangan perbaikan yang telah dibuat dengan menerapkan metode 5S, kemudian memetakan value stream mapping future state sehingga didapatkan penurunan lead time 28.420,78 detik menjadi 28.106,30 detik. Kata Kunci : Lean Manufacturing, Value Stream Mapping, Process Activity Mapping, Waste Motion, 5S ABSTRACT CV.Wira Utama is a garment industry located in Cimahi. The product examined in this study is a shirt. Based on production data from January to December 2018 there were delays in sending shirts to customers due to the failure of production targets. The problem is indicated by waste in the shirt production process. The approach can be used to minimize waste with lean manufacturing approach.. Value stream mapping and process activity mapping is used to map out the flow of the production process and identify the movements that do not add value to the production process of the shirts. The making of PAM obtained non-value added activity (NVA) had the largest percentage is 82,9%, while the percentage of value-added activity (VA) is 4,9% and necessary but nonvalue added activity (NNVA) was 12,2% So that needs to be done to manage the design of the proposed waste motion. The next stage, namely to identify the root cause of the occurrence of waste motion by using Fishbone diagrams and 5 why's. Next, do the design proposal by applying methods of 5S. Based on the results of the design improvements that have been made by applying methods of 5S, then map the value stream mapping future state so that it brings about a decrease in lead time 28.420,78 seconds to 28.106,30 seconds. Keywords: Lean Manufacturing, Value Stream Mapping, Process Activity Mapping, Waste Motion, 5S
Perancangan Standard Operating Procedure (Sop) Pengendalian Informasi Terdokumentasi Sesuai Dengan Iso 9001:2015 Dan Iso 14001:2015 Klausul 7.5 Dengan Mempertimbangkan Risiko Menggunakan Metode Business Process Improvement Di Pt.Telehouse Engineering Yunita Putri Gita Mulyandari; Sri Widaningrum; Heriyono Lalu
eProceedings of Engineering Vol 6, No 2 (2019): Agustus 2019
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Abstrak- PT.Telehouse engineering merupakan perushaaan swasta yang bergerak di bidang mekanikal, infrastruktur, elektrikal dan infratruktur yang terletak di Ujung Berung Bandung. Perusahaan ini telah memiliki sertifikasi ISO 9001:2015, ISO 14001:2015 dan juga OHSAS 18001:2008. Dalam penerapannya saat ini PT.Telehouse engineering sudah menerapkan integrasi antar ketiganya namun belum tersertifikasi oleh Badan ISO. Penerapannya saat ini perusahaan Telehouse belum mempertimbangkan risiko khususnya pada proses pengendalian informasi terdokumentasi, sehingga pada penelitian ini akan dilakukan perancangan SOP usulan yang mengacu pada kondisi aktual pengendalian informasi terdokumentasi di perusahaan tersebut. Kondisi aktual ini akan dibandingkan dengan klausul 7.5 dari ISO 9001:2015 dan ISO 14001:2015 untuk didapatkan gap analysis. Kemudian kondisi aktual ini akan menjadi inputan dalam risk assessment hingga didapatkan penanganan dari risiko yang dimungkinkan menghambat proses di perusahaan. Hasil gap dan penanganan risiko akan menjadi masukan dalam merancang prosedur usulan dan diperbaiki menggunakan business process improvement khususnya pada tahap apply improvement technique. Hasil dari pengolahan datanya sendiri terdapat 3 gap yang belum dipenuhi oleh perusahaan, serta 2 risiko yang haru dilakukan penanganan. Perancangan proses usulan ini dilakukan dengan menggunakan metode Business Process Improvement karena metode ini dapat memperbaiki proses bisnis baru yang lebih sederhana namun output dari proses tersebut tetaplah optimal. Hasil akhirnya berupa rancangan usulan prosedur pengendalian informasi terdokumentasi dengan memepertimbangkan risiko yang berguna bagi PT.Telehouse engineering. Kata kunci : persyaratan, gap analysis, risk assessment,, informasi terdokumentasi, business process improvement Abstract – PT.Telehouse engineering is a private company engaged in the mechanical, infrastructure, electrical and infrastructure sectors which located in Ujung Berung Bandung. This private company has been certified by ISO 9001: 2015, ISO 14001: 2015 and OHSAS 18001: 2008, and now PT. Telehouse engineering has implemented integration between these standard but has not been certified by the ISO. In its own implementation, the Telehouse company has not considered the risks especially in the control of documented information process, so that in this research will get recommendation SOP design that refers to the actual condition control of documented information in the company. This actual condition will be compared with ISO 9001: 2015 clause 7.5 and ISO 14001: 2015 clause 7.5 to obtain a gap analysis. Then this actual condition will also be input into the risk assessment until the handling of the risk is obtained. The results of the gap and risk management will be input in designing using business process improvement methods, especially in the stage of applying improvement techniques to improve the performance control of documented information in the company. The results of processing the data have 3 and 2 risks that must be treatment. The design of the recommendation process is caaried out using the Business Process Improvement method because this method can improve new business processes that are simpler but the output of the process remains optimal. The end result in this research is a design procedure control of documented information by considering risk that are useful to PT. Telehouse engineering Keywords: requirements, gap analysis, risk assessment, control of documented information, business process improvement
Usulan Perbaikan Sistem Customer Relationship Management (crm) Cv. Bearpath Berdasarkan Pertimbangan Iso 9001:2015 Klausul 8.2.1 Dengan Metode Business Process Improvement Tulusiani Widjanarko; Sri Widaningrum; Meldi Rendra
eProceedings of Engineering Vol 6, No 2 (2019): Agustus 2019
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Abstrak CV. Bearpath adalah salah satu produsen sandal gunung travelling handmade yang berdomisili di Bandung. Agar dapat bersaing di pasar, CV. Bearpath harus selalu memperhatikan kualitasnya dari segi produk dan juga layanan. Pada saat ini CV. Bearpath sudah menerapkan Customer Relationship Management (CRM) sebagai upaya menjaga loyalitas pelanggan. Sosial media digunakan sebagai penunjang CRM yang termasuk ke dalam Customer Interface Management yang mengacu pada pengelolaan pertukaran informasi. Meskipun sistem CRM sudah terlaksana, namun belum semua terlaksana dengan baik sesuai dengan konseptualnya. Pada penelitian ini, digunakan pertimbangan persyaratan ISO 9001:2015 klausul 8.2.1 komunikasi pelanggan dan konsep CRM untuk mendapatkan hasil analisis Gap yang baik dan lengkap. Metode yang digunakan yaitu business process improvement dengan menggunakan langkah apply techniques improvement. Hasil dari penelitian ini adalah rancangan untuk merealisasikan produk custom dan juga beberapa perbaikan seperti pembuatan database dan penambahan opsi pada website. Kata kunci: CRM, ISO 9001:2015 klausul 8.2.1, customer interface management, business process improvement, apply techniques improvement, produk custom _____________________________________________________________________________________________ Abstract CV. Bearpath is one of the manufacturers of traveling handmade sandals that are domiciled in Bandung. In order to compete in the market, CV. Bearpath must always pay attention to its quality in terms of products and services. For now, CV. Bearpath has implemented Customer Relationship Management (CRM) as an effort to maintain customer loyalty. Social media is used as a support for CRM which is included in Customer Interface Management which refers to the management of information exchange. Even though the CRM system has been implemented, not all have been implemented properly according to the conceptual. In this study, consideration was taken of the requirements of ISO 9001:2015 clause 8.2.1 customer communication and CRM concepts to obtain good and complete Gap analysis results. The method used is business process improvement using the techniques improvement apply step. The results of this study are designed to realize custom products and some improvements such as database creation and adding options on the website. Keywords: CRM, ISO 9001:2015 clause 8.2.1, customer interface management, business process improvement, apply techniques improvement, custom products
Co-Authors Abdi , Luthfi Moulya Abdi, Luthfi Moulya Amalia, Rifa Amalia, Sheila Angelyca H, Yohana Anggun Kertadela Puspitasari Annisa Husna Alif Asih Aulia Putri Asih Aulia Putri Atya Nur Aisha Aulia Yogi Fachlivan Aulia, Shafaa Budi Ayudita Oktafiani Benny Yanuarsih Benny Yanuarsih, Benny Cahyadi, Dea Arya Dita Chandra Alamsyah Cut Rima Asyifa Elvira A, Celline Isabel Faisal Fathurrahman Fakhrurrozi Fakhrurrozi Farli Erigga Putra Febrina Indri Rumondang Febrina Indri Rumondang, Febrina Indri Firstian Rizky, Raihan Zhafranu Hani Novita Tresnasari Heriyono Lalu Ida Ayu Made Cahyanti Puspa Ilma Mufidah Irma Nurmawanti Kartika Salsabilla Wulandari Kartika Salsabilla Wulandari Klarissa , Rafa Deal Marina Yustiana Lubis Medianti Arifia Dewi Meita Ratna Sari Sagala Meldi Rendra Mira Rahayu Mugni Rifki Muhammad Iqbal Muhammad Rivai Murfid, Nurjihan Aqilah Murni Dwi Astuti Mutiah Rositasari Nadya Rachma Asalia Naila Farhana Naila Farhana, Naila Nanda Marhandhika Putri Ni Putu Tiara Santi Riyani Novalino Novalino Novalino Novalino, Novalino Nugrahaini S., Yunita Nurul Apriliani Nusaibah Nusaibah Osama, Dito Parawansyah, Canda Putra Pratya Poeri Suryadhini Prayoga, Faris Aditya Puteri, Anisa Riska Putri, Anastasya Mahendra Ramadhan , Muhamad Rafi Ramadhani, Alfian Rara Niken Ramadhany Risya Yuthika Rizki Eka Ridani Romyah Bighoiri Romy Rositha , Veminia Rositha, Veminia Ryan Gamas Agromega Ryan Rachmadian Saalino , Irene Datu Safitri, Regina Nisrina Aulia Salma , Sheila Amelia Shafira Amanda Umar Sheila Amalia Salma Shifa Khairunnisa Shifa Khairunnisa, Shifa Susanto , Hadi Sutari, Wiyono Syahrastani Ayasa Tulusiani Widjanarko Utami Wulandari Widiana, Adrian Wahyu Widjanarko, Tulusiani Willy Pratisna Wiyono Sutari Wulandari, Kartika Salsabilla Yunita Nugrahaini Safrudin Yunita Putri Gita Mulyandari