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All Journal Jurnal MEBIS (Manajemen dan Bisnis) Journal of Artificial Intelligence and Engineering Applications (JAIEA)
Ningrum, Dea Kusuma
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Automotive Engineering Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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Business Process Analysis on VWX Platform Using Deming's Cycle Anindo Saka Fitri; Ningrum, Dea Kusuma; Purwitasari, Astri; Araf O., Monica Exsanni; Ismawardi, Alya Maytsa
Jurnal Mebis Vol. 9 No. 2: December 2024
Publisher : UPN "Veteran" Jawa Timur

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33005/mebis.v4i2.610

Abstract

This study focuses on analyzing and improving the business processes of the VWX platform, a major player in the online travel industry. By utilizing Deming's Plan-Do-Check-Act (PDCA) cycle, this research aims to propose a new business process for the VWX platform especially inefficiencies in the refund process, one of the platform's critical service areas. Through tools such as Fishbone Diagram and Cross-Functional Flowchart (CFF), several issues were identified, including system automation gaps, unclear refund policies, and delays in processing due to third-party integrations. To address these issues, the study proposes automated refund systems, clearer refund guidelines, and enhanced customer service training. Additionally, the implementation of real-time notifications and system upgrades is recommended to improve process transparency and user satisfaction. The findings suggest that by adopting these improvements, VWX can significantly enhance operational efficiency, reduce customer complaints, and remain competitive in the digital travel marketplace. This research contributes valuable insights into how continuous process improvement methodologies like PDCA can be applied to optimize digital service platforms.
Designing the 112 Call Centre Service System in Sidoarjo Regency using the Object-Oriented Analysis and Design (OOAD) Method Ningrum, Dea Kusuma; Mohammad Dimas Ardiansyah; Rizky Tri Aji Setiawan; Alya Maytsa Ismawardi; Anindo Saka Fitri
Journal of Artificial Intelligence and Engineering Applications (JAIEA) Vol. 4 No. 2 (2025): February 2025
Publisher : Yayasan Kita Menulis

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59934/jaiea.v4i2.811

Abstract

The 112 call centre in Sidoarjo district faces significant challenges, including a high number of false alarms, which account for 85% of all calls. This hampers the efficiency of the service, especially with the limited number of call takers and inefficient manual information flow. This research aims to develop a technology-based reporting system using an OOAD method (Analysis, Design, Build, Operate) approach to improve the reliability and efficiency of emergency services. The system includes E-KYC-based report verification features to filter false reports, real-time report status tracking, and integration between related parties such as the community, administration, and response units (police, ambulance, fire). The results show that the designed system is able to significantly reduce false reports, improve service response through report prioritisation, and provide community access to monitor reports independently. This approach not only overcomes operational constraints, but also provides more transparent and efficient emergency services. It is hoped that this system can become a standard model for modernising emergency services in the digital age.
Co-Authors Alya Maytsa Ismawardi Anindo Saka Fitri Araf O., Monica Exsanni Ismawardi, Alya Maytsa Mohammad Dimas Ardiansyah Purwitasari, Astri Rizky Tri Aji Setiawan