KUNINGAN, DKI JAKARTA
By
Carlo Clanchy Wibowo 11303106
BACHELOR’S DEGREE in
BUSINESS ADMINISTRATION
FACULTY OF BUSINESS ADMINISTRATION AND HUMANITIES
SWISS GERMAN UNIVERSITY The Prominence Tower
Jalan Jalur Sutera Barat No. 15, Alam Sutera Tangerang, Banten 15143 - Indonesia
August 2017
Revision After Thesis Defense on 27 July 2017
Carlo Clanchy Wibowo
STATEMENT BY THE AUTHOR
I hereby declare that this submission is my own work and to the best of my knowledge, it contains no material previously published or written by another person, nor material which to a substantial extent has been accepted for the award of any other degree or diploma at any educational institution, except where due acknowledgement is made in the thesis.
Carlo Clanchy Wibowo
Student Date
Approved by:
Dr. Nila K. Hidayat, SE., MM.
Thesis Advisor Date
Dr. Nila K. Hidayat, SE., MM.
Dean Date
Carlo Clanchy Wibowo
ABSTRACT
ANALYSIS OF STANDARD OPERATING PROCEDURES TOWARDS BUSINESS PROCESS IMPROVEMENT. A CASE STUDY OF CONSUMER
BANKING OPERATIONS UNIT AT. PT BANK DBS INDONESIA
By
Carlo Clanchy Wibowo
Dr. Nila K. Hidayat, SE, MM, Advisor SWISS GERMAN UNIVERSITY
The main objectives of this research is to identify the impact of Standard Operating Procedures (SOP) towards Business Process Improvement (BPI), and identify the formulation process of Standard Operating Process (SOP) at Consumer Banking Operations units. The research will be performed at Strategic Planning & Support which act as the Standard Operating Procedures (SOP) and Consumer Banking Operations units which act as the user of the Standard Operating Procedures (SOP) at PT. Bank DBS Indonesia. Based on the findings in this research, there is an impact of 42.7% of Standard Operating Procedures towards Business Process Improvement based on MIPI Methodology. Furthermore, based on the information collected through in-depth interview the proposed formulation process of Standard Operating Procedures (SOP) consists of six-steps. SOP preparation, period computation based on Service Level Agreement (SLA), SOP review and approval, document control, SOP document tracking and archival, and frequency of revisions and reviews. The proposed formulation process of Standard Operating Procedures (SOP) manage to improve the gap to 13% compared with SLA. Further research could extent the impact of Standard Operating Procedures towards other variable.
Keywords: Standard Operating Procedures, Business Process Improvement, MIPI
Methodology, Service Level Agreement.
Carlo Clanchy Wibowo
© Copyright 2017 by Carlo Clanchy Wibowo
All rights reserved
Carlo Clanchy Wibowo
DEDICATION
I would like to dedicate this humble work to Jesus Christ my Lord. Without Him, I am
nothing.
Carlo Clanchy Wibowo
ACKNOWLEDGEMENTS
In the beginning, grateful is the word I would like to articulate to God for His blessing.
Through His hand, He convey me with strength, persistence, fortitude and determination. In addition, I would like to express my gratitude to the entire individual who supported and encouraged me throughout this research.
• To my family, thank you for supporting and believing me through thick and thin.
• To Dr. Nila K. Hidayat, SE., MM., thank you for enlightened me with knowledge and cognition.
• To Ms. Siti D. A. Kusumah, Ms. Istaseptria Christiawan, Ms. Citha P. Rosari and Ms. Juliet M. Tuwaidan, thank you for have faith in me to conduct this research in DBS Indonesia and always inspiring me with knowledge and motivation.
• To Adidharma Ekaputra, Callista Pranylia, Andrew Lukman, Irfanto Pratama, Marisabella, and Fabio Maulana, thank you for the encouragement and all the memories we had during thesis consultation.
• To Kevin Anggriono, Amelia Ayuningtias, & Dinda Wijaya, thank you for always supporting me during the internship period at DBS Indonesia.
• To my International Business friends, thank you for all the memories we had for the last four years. It has been my honor.
• To my best friends, thank you for the optimism and joyfulness that you gave.
• To Swiss German University Lecturers & Staff, thank you for your kind assistance.
• To DBS Indonesia, thank you for allowing me to conduct this research.
Carlo Clanchy Wibowo
TABLE OF CONTENTS
STATEMENT BY THE AUTHOR ... 2
ABSTRACT ... 3
DEDICATION ... 5
ACKNOWLEDGEMENTS ... 6
TABLE OF CONTENTS ... 7
LIST OF FIGURES ... 11
LIST OF TABLES ... 12
CHAPTER 1 - INTRODUCTION ... 14
1.1 Background ... 14
1.2 Research Problems ... 16
1.3 Research Objectives ... 17
1.4 Significance of Study ... 17
1.5 Research Questions ... 17
1.6 Writing Structure ... 18
CHAPTER 2 - LITERATURE REVIEW ... 19
2.1 Standard Operating Procedures ... 19
2.2 Characteristics of Standard Operating Procedures ... 20
2.2.1 Efficient ... 20
2.2.1.1 Principle of Standard Operating Procedures ... 21
2.2.2 Consistent ... 22
2.2.3 Standard ... 22
2.2.4 Systematic ... 22
2.3 The Process of Standard Operating Procedure ... 23
2.3.1 Standard Operating Procedures Preparation ... 24
2.3.2 Standard Operating Procedures Review and Approval ... 24
2.3.3 Frequency of Revisions and Reviews ... 24
2.3.4 Checklists ... 25
2.3.5 Document Control ... 25
2.3.6 Standard Operating Procedures Document Tracking and Archival ... 25
2.4 The Function of Standard Operating Procedures ... 26
Carlo Clanchy Wibowo
2.7 Service Level Agreement Template ... 28
2.7.1 Relationship Among Variables ... 32
2.7.1.1 Standard Operating Procedures and Service Level Agreement ... 32
2.7.1.2 Standard Operating Procedures and Business Process Improvement ... 33
2.8 Business Process ... 33
2.9 Business Process Improvement ... 33
2.10 Business Process Improvement Based on MIPI Methodology ... 34
2.11 Previous Study ... 36
2.12 Study Differences ... 37
2.13 Research Model ... 39
2.14 Hypothesis ... 39
CHAPTER 3 - RESEARCH METHODOLOGY ... 40
3.1 Scope of Study ... 40
3.2 Type of Study ... 40
3.3 Type of Data ... 40
3.3.1 Primary Data ... 41
3.3.2 Secondary Data ... 41
3.4 Time Frame of Study ... 41
3.5 Research Framework ... 42
3.6 Population and Census ... 42
3.7 Data Collection Methods ... 43
3.8 Operationalization Variable ... 43
3.9 Analysis Design ... 46
3.9.1 Data Analysis for Quantitative ... 46
3.9.1.1 Simple Linear Regression ... 46
3.9.1.1.1 Validity and Reliability Test ... 47
3.9.1.1.1.1 Validity Test ... 47
3.9.1.1.1.2 Reliability Test ... 49
3.9.1.1.2 Classical Assumption Test ... 50
3.9.1.1.2.1 Normality Test ... 50
3.9.1.1.2.2 Multicollinearity Test ... 50
3.9.1.1.2.3 Autocorrelation Test ... 51
3.9.1.1.2.4 Heteroscedasticity Test ... 52
3.9.1.1.3 Regression Analysis and Hypothesis Testing ... 53
Carlo Clanchy Wibowo
3.9.2 Design Analysis for Qualitative ... 54
3.9.2.1 Interview ... 55
3.9.2.1.1 In-Depth Interview ... 55
3.9.2.2 Triangulation ... 55
CHAPTER 4 - RESULTS AND DISCUSSION ... 57
4.1 Company in Brief ... 57
4.2 Respondent Profile ... 58
4.2.1 Respondent’s Gender ... 58
4.2.2 Respondent’s Age ... 59
4.2.3 Respondent’s Level of Education ... 59
4.2.4 Respondent’s Sub-Unit ... 60
4.2.5 Respondent’s Length of Work ... 60
4.2.6 Respondent’s Familiarity of Standard Operating Procedures ... 61
4.3 Analysis the Impact of Standard Operating Procedures towards Business Process Improvement ... 61
4.3.1 Regression Model ... 61
4.3.2 Hypothesis Testing Results ... 62
4.4 Analysis Paired Sample T-Test ... 63
4.5 Identification of Current Formulation Process of Standard Operating Procedures ... 65
4.5.1 Current Standard Operating Procedures Formulation ... 65
4.5.1.1 Standard Operating Procedures Preparation ... 66
4.5.1.2 Period Computation based on Service Level Agreement ... 66
4.5.1.3 SOP Review and Approval ... 69
4.5.1.4 SOP Document Tracking and Archival ... 70
4.5.1.5 Frequency of Revisions and Reviews ... 70
4.5.2 Triangulation ... 71
4.5.2.1 Impact of SOP towards Business Process Improvement ... 71
4.5.2.2 Model Comparison of Standard Operating Procedures Formulation Process 72 4.5.2.2.1 SOP Preparation ... 73
4.5.2.2.2 SOP Review and Approval ... 74
4.5.2.2.3 Frequency of Revisions and Reviews ... 74
4.5.2.2.4 Checklists ... 75
4.5.2.2.5 Document Control ... 75
Carlo Clanchy Wibowo
CHAPTER 5 - CONCLUSIONS AND RECOMMENDATION ... 79
5.1 Conclusions ... 79
5.2 Recommendations ... 80
5.2.1 Recommendation for the Company ... 80
5.2.2 Recommendation for Future Study ... 81
GLOSSARY ... 82
REFERENCES ... 83
APPENDICES ... 86
DBS Indonesia Organization Structure ... 87
In-Depth Interview Transcript ... 88
In-Depth Interview Transcript ... 91
In-Depth Interview Transcript ... 94
Survey Questionnaire ... 96
Respondent’s Raw Data ... 100
In-Depth Interview Photos ... 102
Curriculum Vitae ... 103
