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All Journal VISI SAKTI: Jurnal Industri Kreatif dan Inovatif
Yohanis Rumbiak
Universitas Efarina
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PENINGKATAN KUALITAS LAYANAN PELANGGAN UMKM MELALUI IMPLEMENTASI SERVICE QUALITY DAN SOP OPERASIONAL Uning Heri Gagarin; Yeni Trisna Purba; Yohanis Rumbiak
Jurnal Industri Kreatif dan Inovatif Vol. 3 No. 2 (2025): Pengembangan Komunikasi Visual dan Komunikasi Digital
Publisher : Institut Teknologi dan Bisnis Kristen Bukit Pengharapan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61696/visisakti.v3i2.1034

Abstract

This Community Service Program (PKM) activity aims to improve the quality of MSME customer service through the application of the service quality concept and the preparation and implementation of operational service SOPs. Partner issues include inconsistent service between officers/shifts, unclear customer response standards, unstructured complaint handling, and the absence of service indicators. The program is carried out through service quality assessments (observations and short surveys), service quality dimension training, service SOP development workshops (offline/online), service and complaint simulations, and assistance with implementation trials. The main outputs are a customer service SOP package, service communication standards, monitoring forms, and simple service KPIs. Targeted outcomes include increased service consistency, reduced repeat complaints, and increased customer satisfaction.
STRATEGI PORTOFOLIO KORPORAT: DIVERSIFIKASI VS. FOKUS UNTUK KEBERLANJUTAN USAHA PADA PERUSAHAAN MANUFAKTUR Uning Heri Gagarin; Yeni Trisna Purba; Yohanis Rumbiak
Jurnal Industri Kreatif dan Inovatif Vol. 3 No. 2 (2025): Pengembangan Komunikasi Visual dan Komunikasi Digital
Publisher : Institut Teknologi dan Bisnis Kristen Bukit Pengharapan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61696/visisakti.v3i2.1048

Abstract

This study examines corporate portfolio strategies in manufacturing firms by comparing two main approaches—focus strategy and diversification strategy—and assessing the role of sustainability through ESG-based diversification. The research aims to (1) compare the effectiveness of focus versus diversification, (2) analyze their impacts on financial performance and risk management, and (3) explore how sustainability-oriented diversification can generate competitive advantage and support long-term growth. The study applies a mixed-methods approach, combining quantitative analysis using key financial performance indicators (e.g., ROA, ROE, revenue growth, diversification index, and debt ratio) with qualitative case studies. The findings indicate that focus strategy generally delivers better market performance, with an average shareholder return (rTSR) of 2.3% compared to 1.6% for more diversified firms. Nevertheless, diversification remains important for spreading risk and sustaining growth stability. ESG-based diversification further strengthens innovation, mitigates regulatory and reputational risks, and enables access to new markets that increasingly demand environmentally friendly products. The study recommends an integrated approach: strengthen core competencies first, then pursue measured diversification into related segments while integrating ESG principles, enabling manufacturing companies to achieve business sustainability amid global uncertainty.
Co-Authors Uning Heri Gagarin Yeni Trisna Purba