ABSTRAK
Peningkatan kebutuhan masyarakat yang bersifat konsumtif menyebabkan industri perbankan mulai tertarik dengan penyaluran kredit konsumsi atau disebut juga customer loan. Seiring dengan peningkatan kebutuhan masyarakat tersebut, pada tahun 2007 Bank XYZ mulai memasarkan kredit konsumsi dengan menerapkan sistem monoline. Dimana diharapkan dengan sistem ini Bank XYZ akan lebih kompetitif dan dapat memberikan layanan kredit konsumsi yang cepat dan hati-hati (prudent). Saat ini, Bank XYZ mengalami permasalahan banyak calon nasabah membatalkan pengajuan kredit konsumsi dikarenakan lama proses kredit sehingga penelitian ini dilakukan untuk mengetahui moda kegagalan potensial yang menyebabkan tidak tercapainya efisiensi proses kredit dengan pendekatanlean service.
Proses kredit konsumer saat ini digambarkan dengan current state map
sehingga diketahui aktivitas yang masuk dalam value added activity dan non-value added activity. Diketahui waktu rata-rata proses customer loan sebesar 21 hari kerja. Hasil yang diperoleh dengan failure mode effect analysis (FMEA) diperoleh RPN tertinggi yaitu verifikasi berulang-ulang yang merupakan sub penyebab dari kategori metode kerja.
Berdasarkan hasil analisa tersebut dan deskriptif, untuk meningkatkan efisiensi proses kredit konsumer dapat dilakukan dengan perbaikan yang berfokus kepada metode kerja serta menghilangkan aktivitas yang non-value added. Perbaikan-perbaikan dilakukan dengan merancang prosedur dalam pelaksanaan proses pencairan kredit yang tergambar dalam sebuah standard operating procedure dan penambahan beberapa dokumen mendukung prosedur proses kredit konsumer. Hasil perbaikan diketahui waktu rata-rata kredit konsumer perbaikan sebesar 13 hari kerja, rancangan perbaikan menunjukkan peningkatan efektifitas proses kredit konsumer Bank XYZ Medan.
Kata Kunci:Lean Service,Value Stream Mapping, Value Added and Non-Value Added Activity, Failure Mode Effect Analysis (FMEA), Standard Operation Procedure (SOP)
ABSTRACT
Improvement needs of consumerist society that is causing the banking industry became interested in consumer lending or customer loan. Along with the increasing needs of the community , in 2007 the Bank XYZ began marketing consumer loan by applying the monoline system . Which are expected with this system XYZ Bank will be more competitive and be able to provide consumer credit services quickly and prudent. Currently , Bank XYZ is having problems, the number of prospective customers canceling consumer credit application due to the length of the loan process so that this study was conducted to determine potential failure modes that cause the failure of the credit process efficiencies with lean service approach .
Consumer loan process now described by the current state map to known activities are included in the value added activity and non - value added activity . Known to the average time the customer loan is 21 working days . Results obtained with failure mode effect analysis ( FMEA ) obtained the highest RPN verification repetitive causing of which is a sub category of work methods .
Based on the analysis and descriptive , to improve the efficiency of consumer loan process can be done with a focus on the improvement of work methods and eliminate the activities of non - value added . The reforms carried out by designing procedures in the implementation of the loan disbursement process depicted in a standard operating procedure and the addition of some of the documents supporting the consumer loan processing procedures . Results are known fixes the average time for consumer loan repair 7 working days , showed an increase in the effectiveness of the design improvement process consumer loans Bank XYZ Medan .
Key word: value added and non value added activity, braistorming, fishbone diagram, Standard Operation Procedure (SOP)
