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All Journal Jurnal MEBIS (Manajemen dan Bisnis) ILKOMNIKA: Journal of Computer Science and Applied Informatics
Purwitasari, Astri
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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.
Business Process Analysis at RSIA Lombok Dua-Dua Pharmacy Using the Deming Cycle Method Kartika, Dhian Satria Yudha; Fitri, Anindo Saka; Purwitasari, Astri; Firlyandita, Marsyanda; Sugiarto, Sugiarto
ILKOMNIKA Vol 7 No 2 (2025): Volume 7, Number 2, August 2025
Publisher : Lembaga Penelitian dan Pengabdian Masyarakat

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.28926/ilkomnika.v7i2.772

Abstract

The quality of public service is an important factor that must be considered. This study evaluates the business processes of the RSIA Lombok Dua-Dua Pharmacy using the PDCA (Plan-Do-Check-Act) cycle approach to improve the quality of pharmacy operations. The purpose of this study is to analyze operational processes, identify key constraints, and develop solutions to improve the efficiency and quality of pharmacy services. This study compares several studies related to business process analysis in a service. The comparison results obtained the completeness of the methods used and applied to the case study. The business process of this study is considered more comprehensive than previous studies. Data collection methods include observation, interviews, and documentation. The main problems identified include long waiting times, lack of adequate digital devices, and limited additional facilities. The analysis process uses the Fishbone diagram and the Five Whys method to determine the root cause of the problem. This study provides solutions including the adoption of digital technology systems, workflow optimization, and facility improvements as well as staff training. The evaluation results show opportunities to improve operational efficiency has increased by 85% from the previous 75% and service quality through the implementation of continuous improvement, in terms of time there is an increase in waiting time to 15 minutes from the previous 30 minutes. The PDCA method is able to provide a strong foundation for decision making in developing pharmacy services, to create a better health environment for the community.
Co-Authors Anindo Saka Fitri Araf O., Monica Exsanni Dhian Satria Yudha Kartika Firlyandita, Marsyanda Fitri, Anindo Saka Ismawardi, Alya Maytsa Ningrum, Dea Kusuma Sugiarto S