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Conference on Community Engagement Project (Concept)
Published by Universitas Internasional Batam
ISSN : -     EISSN : 2776565     DOI : https://doi.org/10.37253/concept
Core Subject : Science, Education, Art,
Arts Decision Sciences, Operations Research & Management Education Other
Conference on Community Engagement Project -Community service is one of pillars in Three Pillars of Higher Education. Community service is the implementation of practice of science, technology, and arts to the society institutionally through research methodology as the implementation of Three Pillars of Higher Education and responsibility to improve the ability of society. Therefore, it can accelerate the growth rate of the national development goals. To support the practice of community service, UIB Research and Community Service Center organize a Conference on Community Engagement Project (ConCEPt) that is attended by lecturers and students from both domestic and overseas universities. This conference is expected to significantly spread impact the results of community service that are directly implemented to society and spread information about science, technology, and arts to society.
Arjuna Subject : Umum - Umum
Articles 1 Documents
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Search results for , issue "Vol. 5 No. 1 (2025): Conference on Community Engagement Project" : 1 Documents clear
Developed Standard Operating Procedures for Work Discipline and Customer Service at UMKM Milan Collection Kho, Catherine; 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.

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