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Analysis and Proposed Service Quality Improvement of PT. Prudential Life Insurance Indonesia Iqbal, Mohammad; Yudoko, Gatot
Journal of Business and Management Vol 3, No 1 (2014)
Publisher : Journal of Business and Management

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Abstract

Abstract. This study aimed to determine the level of satisfaction of the policy holders in PT . Prudential Life Insurance Indonesia over the quality of service provided to the policy holder until today . In this study , the writer used SERVQUAL as a measure of a company's services to the consumer’s  satisfaction . This study used a questionnaire which was distributed to 170 respondents as a consumer of product in PT . Prudential . Questionnaire results shows that the level of customer satisfaction dimensions of service quality assurance , reliability , empathy , responsiveness and tangible need a lot of improvement . Analysis results prove that there is a gap between perception and expectation. Of the analysis indicated that there are no services that need to be fixed with high interest. PT Prudential just need to maintain existing services ( i.e. in the dimension of assurance , empathy , responsiveness and reliability) and not too much in making attempts on dimensions of service that do not really matter ( in this case is the dimension of tangibles )Keywords: PT. Prudential Indonesia, service, quality, service quality, SERVQUAL, gap, improvements
Multipe Regression and Productivity Analysis of Modjopanggung Sugar Factory mutaqin, tatag; Yudoko, Gatot
Journal of Business and Management Vol 1, No 2 (2012)
Publisher : Journal of Business and Management

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Abstract

Modjopanggung sugar factory is located in Tulungagung have problem in sugar production and productivity that less effective, based on that case, question of this research is  about some factor of productivity, how to increase sugar production, and productivity, and the purpose is to know the most significance factor that influence sugar production and to measure productivity of Modjopanggung in 2010.The step to start this research, first problem formulation, theoretical foundation, model formulation, data collection and analysis, and conclusions and recommendations. In this research use multiple regression model that use sugar production as dependent variable ,and factories sugarcane own field wide, farmer sugarcane field wide, sugarcane sucrose content  average from factories sugarcane field,sugarcane sucrose content average from farmer sugarcane field, factories efficiency, truck unit, yesterday sugarcane remnant ,sugar milling day amount, milling capacity as independent variable, and in productivity measure use labor, sugarcane material, capital, fuel, electricity as input and income from sugar and tetes as output. Methodology of research is by interview and observation to factory. The result is amount of truck unit and farmer sucrose content is the most significant among all variable to increase sugar production with positive sign, mean increase in them also increase sugar production, adjusted r square 0.997 mean 99.7% of sugar production can explained by result of independent variable, t value in 0.1298 that still inside acceptance area, mean no difference in forecast and reality of sugar production. Productivity in 2010, ratio of partial output and input all more than 1 mean output can cover input, but in multifactor and total factor less than 1  mean addition of input productivity factors actually can not cover by output factor, with lowest partial output factor is electricity and highest partial output factor is sugarcane material. The suggestion is better policy to increase truck unit and farmer’s sugarcane content and effectivity in labor quality, sugarcane dividend with farmer, capital usage, fuel alternate and usage, electricity efficiency. Keywords: Sugarcane production, multiple regressions, productivity analysis, PG Mojopangung
An Analysis of SBM ITB Library Service Quality a Case Study of the Undergraduate Students Perception and Expectation Lestari, Ayu Gema; Yudoko, Gatot
Journal of Business and Management Vol 5, No 2 (2016)
Publisher : Journal of Business and Management

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Abstract

Abstract- the main theme of this research is service quality analysis and focus on SBM-ITB library. The purposes of this research are to measure the undergraduate students’ perception and expectation of the SBM library services and to propose future improvement using the service quality model (SEVQUAL) and the library service quality (LibQUAL). The questionnaire consists of five major dimensions with a total of 26 variables. They include Tangible dimension (7 variables), Responsiveness dimension (6 variables), Assurance dimension (4 variables), Reliability dimension (5 variables), and Empathy dimension (4 dimensions). Each variable measure perception and expectation with a 7-point Likert Scale. Sampling plan used disproportionate stratified random sampling for 400 students, consisting 100 students for the undergraduate students Batch 2016, 100 students for Batch 2017, and 200 students for Batch 2018. The number of returned questionnaires that can be processed is 233 or 58.2% response rate. Data collected were processed through normality testing using Kolmogorov-Smirnov test, construct validity testing using Pearson correlation coefficient, relaibility testing using Cronbach alpha reliability coefficient, and gap calculation and analysis. All data do not follow normal distribution. All dimension passed the item-to-total Spearman correlation tests. All dimensions have Cronbach alpha coefficient of at least 0.8. All variables have negative gap values. Based on these gaps, future improvement alternatives are proposed. Keywords: library service quality, SERVQUAL, LibQUAL, perception, expectation, improvement 
Measuring Service Quality in Warung Pasta Bandung Using Servqual Method Irsyam, Surya Ibrahim; Yudoko, Gatot
Journal of Business and Management Vol 3, No 8 (2014)
Publisher : Journal of Business and Management

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Abstract

Since 2010, the number of restaurants in Bandung has been growing. This makes the competition among restaurants potentially get more intense. Providing a good service to customers is very important for a restaurant that is in a very tight competition. Warung Pasta is one of the restaurants in Bandung that is in such competition. If Warung Pasta Bandung wants to succeed, it is necessary to provide quality service. The purpose of this research is to measure the service quality of Warung Pasta Bandung. One of the methods to measure service quality is the SERVQUAL method. There are five dimensions in SERVQUAL. With SERVQUAL method, the service quality of Warung Pasta Bandung is measured by calculating the difference between customers’ expectations and their perception (i.e. customer gap). By measuring the customer gap, it is possible to know the extent to which the customers are satisfied with the service provided by Warung Pasta Bandung. When the expectation score is higher than the perception score (i.e. negative gap), it means that the perceived service does not meet the customers’ expectations. But when the perception is higher than the expectation (i.e. positive gap), it means that the perceived service exceeds customers’ expectation. This research used survey to collect the data with the sample size of 280 respondents. Author also did pretest to 30 respondents in this research. Author used SPSS software to test the validity, reliability and also customer gap. The result shows that the gap for all dimensions is negative, indicating that the service at Warung Pasta Bandung does not seem to meet customers’ expectations.
AN ANALYSIS OF INVENTORY MANAGEMENT AT MJS RESTAURANT JAKARTA Putra, Anar Arsyid Wali Masâ??ud; Yudoko, Gatot
Journal of Business and Management Vol 2, No 2 (2013)
Publisher : Journal of Business and Management

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Abstract

The emergences of business competition in Jakarta, especially in hospitality sector, become stronger. It also perceived by MJS, which has been in hospitality sector for 5 years. Therefore, it encourages MJS to be able to prepare a fully develop management in order to survive and thrive in the business competition. One of MJSâ?? efforts is trying to maximize the effectiveness and efficiency of the supply chain process, which the inventory management becomes its main pillar, in order to deliver the best quality at the right price. MJS inventory management divided into three processes, namely Planning, Executing, and Controlling. Planning is a process that determines the forecast of demand and order quantity. Executing consist a series activity of inventory, which are incoming inventory, inventory storage, and inventory come out. Whereas, controlling is a process to make sure the entire inventory is come in, stored, and come out as planned. MJS face some problems in the three phases. The use of qualitative method that dominate the planning process, become inappropriate as MJS commonly found large difference between MJSâ??s forecast and the reality in terms of the demand forecast. Besides, the other problems, such as errors in inventory storage and lack of controlling activity against the suppliers, increase the amount of damaged inventory. The use of inappropriate calculation method for demand forecasting and order quantity, and also the lack of standard operation procedure (SOP) that led to inconsistency of staffâ??s performance, summed up into the main problem that faced by MJS. Therefore, MJS is recommended to use two operation management tools in order to minimize the possibility of that operation problems occur in the future. The use of quantitative method to calculate the demand forecast using a moving average technique and the calculation of optimal order quantity using a computerized Material Requirement Planning system are recommended to solve the problems in planning process. While, the implementation of SOP is recommended to prevent the inconsistency of staffâ??s performance. Keywords: Inventory Management, Forecasting, Supply Chain Management, Optimal Order Quantity, MRP, SOP, MJS, Restaurant.
THE ANALYSIS OF SUPPLIER SELECTION ACTIVITIES ON FRESH FOOD SUPPLY CHAIN IN BANDUNG MART Lesmana, Haris; Yudoko, Gatot
Journal of Business and Management Vol 6, No 3 (2017)
Publisher : Journal of Business and Management

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Abstract

Abstract. Background: Supplier is considered one of the most important aspects of running a business. To have a top supplier, the first step company needs to do is to have a proper supplier selection process. The object studied in this research is the vendor selection process of one retail company in Bandung, Indonesia; under the disguised name of Bandung Mart. In Bandung Mart, several suppliers often have hard times to keep up with Bandung Mart’s demand in the middle of the journey, while at the selection process they seem to be capable enough to meet Bandung Mart’s demand. Bandung Mart needs a method of quantification and calculation to justify and support the decision in selecting the supplier. Methods: This research follows the basic research procedure which consists of problem identification, literature review, data collection, data analysis, and conclusion and recommendation. In this case, the author selects weighted-point as the most suitable method to be implemented in Bandung Mart. Results: By using the weighted-point method, the most preferred supplier is generated. The manager is satisfied with the accuracy of the result. Conclusion: Each method has its advantages and disadvantages. The company needs to pick the most suitable method following company's condition. Keywords:  fresh food, retail, supplier selection, supply chain, weighted-point
OPERATION STRATEGY FORMULATION IN GKSI BOYOLALI MILK TREATMENT INDUSTRY Zachary, Reyhan; Yudoko, Gatot
Journal of Business and Management Vol 5, No 1 (2016)
Publisher : Journal of Business and Management

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Abstract

Abstract- GKSI (Union of Indonesian Dairy Cooperatives) Boyolali is milk treatment industry currently specializing in condensed milk and focus to do B2B as contract manufacturer. They faced pressure on profit margin due to tighter competition and increasing raw material and utility cost. The company did not success on fulfilling market requirement and managing their resources affecting to uncompetitiveness on their business. The purpose of this research is to propose strategy formulation to improve their performance through corporate, business, operation strategy. Conceptual model to be used in this research is strategic management model about strategy hierarchy and operation strategy model by Slack and Lewis. The data to support analysis were collected through in-depth interview with people in the company, observation, historical data of the company, and information from public news. Corporate strategy formulation began by doing external and internal analysis, then summarizes it into SWOT. Then, it would use IFAS-EFAS, Grand Matrix, GE Matrix, and TOWS Matrix to determine directional strategy. Business strategy would use Porter Competitive Strategy. As final output, operation strategy formulation would determine performance objectives that considered pivotal for the company. Then, it continued by determining the excellent strategy through operation strategy matrix with prioritizing the certain area that become critical structural and infrastructural decision. In corporate level strategy, the direction of company is stability and selective investment. Business strategy that suit the most for their current condition and capability is differentiation. With quality and speed are the most pivotal performance objectives, the company should focus to acquire cooling technology for production process (structural decision), product and service development and improve standardization on production (infrastructural decision). On implementing those strategies, they could try to install tubular heat exchanger, improve customization level, and improve HACCP (Hazard Analytical Critical Control Point) system implementation in production process. Keywords: Milk Treatment Industry, Contract Manufacturer, Operation Strategy, Structural and Infrastructural Decision
AGGREATE PLANNING STRATEGIES AT CV SASWCO PERDANA Cashiwan, Cashiwan; Yudoko, Gatot
Journal of Business and Management Vol 5, No 2 (2016)
Publisher : Journal of Business and Management

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Abstract

Abstract. CV Saswco Perdana is a company engaged in clothing industry that located in Gedebage, Bandung. CV Saswco Perdana is a company with medium-large industrial scale. The current condition of the company, they manufactured product in based on order.Based on interview with General Manager of CV Saswco Perdana. Currently the company has 50 employee that work in production division with total capacity can reach 2.500 dozens per month. Otherwise, based on previous data the average demand for 2014 is 730,76 dozens per month and for 2015 the average of demand is 596,94 dozens per month. According to those situation, there is a high level of idle workers that can be occur. So, the company needs to adjusting their workers in order to optimizing their resources and minimizing the total cost. And one of the operations managementâ??s tool that company can use is aggreate planning strategy. Because by using aggregate planning the company can determines the ideal levels of capacity, production, subcontracting, inventory, stockouts, and even pricing over a specified time horizon (for this research, the time horizon is among 12 months). The research aimed to know the best of aggregate planning strategy that can be implemented by CV Saswco Perdana in order to fulfill the forecasted demand in period 2016 from 5 alternative aggregate planning strategies that conducted in this research, which are: pure chase strategy, pure level strategy, overtime strategy, optimization using linear programming, and mix strategy by varying workforce and overtime, by minimizing unmeet demand and the low cost as key performance. The methodology used is quantitative method. Primary data are collected from interview with Operations Director and General Manager at CV Saswco Perdana. And secondary data is collected from companyâ??s documents record. Based on all strategies that conducted, the workforce needed is less than 50 workers. Thus, the company needs to adjust their workforce by laying off some workers in order to maximize the resources. The strategy that has the lowest cost is optimization strategy using linear programming with estimation total full costs is Rp.2.407.306.752 and incremental cost is Rp.64.524.912. But, the current work-hour in CV Saswco Perdana is violate the existing of regulations. Especially â??pasal 77 and pasal 78 UU no. 13 tahun 2003â? about work-hour and overtime of labor. According to those situation, the author providing the alternative optimization strategy using linear programming with changing the variable of work-hour and overtime related to the regulations as a recommendation. The total cost for alternative optimization using linear programming is Rp.2.610.594.007 and the total incremental cost is Rp.69.464.160. Keywords: Demand, Forecast Demand, Optimization Resources, Aggregate Planning.
A PROJECT MANAGEMENT CASE STUDY OF PT QDC TRAFO BAY SUBMISSION 150 KV AT LUBUK LINGGAU, SOUTH SUMATERA Subekti, Rima Beladina; Yudoko, Gatot
Journal of Business and Management Vol 4, No 7 (2015)
Publisher : Journal of Business and Management

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Abstract

Abstract â?? PT. QDC Technologies is a company that works in the telecommunication and power infrastructure service sector in Indonesia. As an EPC (Engineering, Procurement, and Construction) company, it is important to have a well plan project managemnet to ensure that every project meets its projectâ??s objectives. One of PT. QDCâ??s projects is the Trafo Bay Submission construction in Lubuk Linggau, South Sumatera, which project implementation run behind its project plan. This research is aimed to improve project management of PT. QDC to make a more effective and efficient project plan. Keywords â?? project managemnet, fishbone diagram, trafo bay construction project, case study
PENGGUNAAN SOFT SYSTEM METHODOLOGY DAN GROUNDED THEORY DALAM MEMBANGUN TEORI PADA PENELITIAN PROSES STRATEGI (STRATEGY PROCESS RESEARCH) , Widjajani; Djajadiningrat, Surna Tjahja; Lubis, Hari; Yudoko, Gatot
Jurnal Manajemen Teknologi Vol 8, No 1 2009
Publisher : SBM ITB

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Abstract

Salah satu subbidang dalam penelitian Manajemen Strategi ialah penelitian proses strategi (strategy process research) yang dapat menjelaskan bagaimana perusahaan mencapai dan memelihara posisi melalui tindakan-tindakan yang deliberate dan trial-and-eror. Penelitian proses strategi memerlukan sederet metoda-metoda yang lebih mendalam misalnya dengan metode penelitian Grounded Theory yang dapat menghasilkan suatu teori. Dalam penurunan teori pada metode penelitian Grounded Theory menggunakan aturan pengkodean dengan maksud menganalisis data menjadi model-model konseptual. Proses pemodelan di dalam Grounded Theory kemudian dapat diperkuat dan distrukturkan dengan menggunakan Soft System Methodology sehingga mempermudah dalam proses analisis data dalam membentuk teori. Keywords:Grounded Theory, Soft System Methodology, strategy process research