Improving Service Operations through Problem Solving & Continuous Improvement
Program ini dirancang untuk membekali peserta dengan kemampuan menerapkan problem solving dan continuous improvement dalam aktivitas operasional sehari-hari. Peserta akan mempelajari cara mengidentifikasi masalah, mengumpulkan fakta, menemukan akar penyebab, mengembangkan solusi yang praktis, serta membangun kebiasaan melakukan perbaikan berkelanjutan untuk meningkatkan efektivitas proses kerja dan kualitas layanan.
Business Challenge
Organisasi di sektor jasa dituntut memberikan layanan yang cepat, akurat, konsisten, dan mampu memenuhi harapan pelanggan. Namun dalam praktiknya, berbagai permasalahan operasional seperti keterlambatan pelayanan, kesalahan proses, keluhan pelanggan, koordinasi antarbagian yang kurang efektif, pemborosan aktivitas, serta ketidakkonsistenan standar layanan masih sering terjadi. Jika tidak ditangani secara sistematis, kondisi ini dapat menurunkan kualitas layanan, kepuasan pelanggan, produktivitas, dan kinerja organisasi.
Learning Objectives
Setelah mengikuti pelatihan ini, peserta diharapkan mampu:
- Memahami prinsip problem solving dan continuous improvement dalam
operasional layanan.
- Mengidentifikasi masalah dan peluang perbaikan berdasarkan fakta.
- Menganalisis penyebab utama masalah secara sistematis.
- Mengembangkan solusi yang praktis dan berorientasi pada peningkatan
kualitas layanan.
- Mengimplementasikan tindakan perbaikan dan memonitor hasilnya.
- Membangun budaya continuous improvement dalam aktivitas operasional
sehari-hari.
Program Outline
1. Understanding Service Operations and Business Challenges
- Understanding service operations and customer expectations
- Identifying common operational challenges in service organizations
- Understanding the impact of operational problems on service performance
2. Identifying Problems and Improvement Opportunities
- Recognizing service process issues, operational facts and customer feedback
- Observing service workflows & Prioritizing improvement opportunities
3. Analyzing Root Causes of Service Problems
- Distinguishing symptoms from root causes
- Investigating service process failures & Validating root causes
4. Developing and Implementing Improvement Solutions
- Generating practical improvement ideas & Improving service processes
- Coordinating implementation across teams & Managing change
5. Sustaining Continuous Improvement
- Monitoring service performance & Measuring improvement results
- Standardizing successful practices & Encouraging employee participation
6. Service Improvement Workshop
- Case study: Solving service operation problems
- Analysis of service performance issues & improvement recommendations
7. Best Practices in Service Improvement
- Learning from successful service improvement initiatives
- Strengthening teamwork and collaboration
- Improving communication during problem solving
Participants
Peserta pelatihan direkomendasikan:
Service Supervisor, Customer Service Supervisor, Operations Supervisor, Team Leader, Coordinator, Staff, Officer, Service Quality Staff, Process Improvement Staff, Branch Operations Staff, Administrative Staff, Personnel responsible for operational and service improvement
Training Delivery
In-Person | Online | Hybrid
Learning Methods
- Interactive Presentation
- Group Discussion
- Case Study & Group Exercise
- Action Planning
Registration
Asteria Institute
Training Officer : 0851 - 0180 - 2607
Email: hubtraining@asteriagrow.com
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