The Role of Innovation Management Model to Improve Service Quality for Telecommunications Industry in Indonesia

Telecommunications industry in Indonesia has rapidly increased. An intense competition of telecommunication operators has  often neglecting quality of services which must be provided but instead focussing on offering cheap telecommunications costs. Every year average revenue per unit (ARPU) tends to decline, which result innovations, increase service quality, and prevent the customers switch to another operator. This research was using Soft Systems Methodology (SSM) approach based on philosophy of Critical Systems Thinking (CST), and Strategic Assumption Surface Engineering and Testing (SAST). Data flow diagram (DFD) were used as tools for designing management model innovation for telecommunication companies in Indonesia. The result obtained an incentives to innovators which is an important factor for Analytical Hierarchy Process (AHP). The further innovation model for telecommunication in Indonesia is producing innovations which ultimately  improve customer service quality. Keywords: Quality Service, Innovation Management, Analytical Hierarchy Process, Soft Systems Methodolog

Continuous Innovation: A Literature Review and Future Perspective

— Continuous Innovation (CI) has become one of the hot topics in innovation management field. However, studies focusing on the comprehensive and detailed explanation of CI concept are still limited. This paper aims to elaborate on CI concept using three fundamental questions: WHAT (what is the definition of CI and what are the determining factors?), WHY (why do companies need CI?), and HOW (how can companies develop CI?). The purpose of this paper is also to contribute in giving an understanding that is more exhaustive on CI definition, the importance of CI for companies, necessary elements in determining CI capability, and various strategies for CI development. From this literature study, a new and more comprehensive definition of CI was found, which categorized the reason why the companies need the CI and identified essential elements in determining CI capability. In addition, the mapping process produced a description of the proportion of CI development strategy as follows: technology-based (11%), People based (15%), organizational & system based (32%), strategic-based (11%), knowledge-based (22%) and collaborative & connectivity based (9%). It can be observed that current CI development strategies still focus on organizational, system based approach, and most of them (81%) rely on the internal resources of the company. Future perspectives, in this digital and internet era, which provides connectivity and the shift of the concept of, own economy to sharing economy; companies will have big potentials to work on innovation collaboratively. CI concept development should consider open innovations instead of today’s “do-it-yourself” mentality (closed innovation)

Determining Criteria of Human Resource Information System that Affect Human Resource Performance in Companies Using DEMATEL-Based ANP Method

Decision making in HR activities is delayed because of insufficient information. Human Resources (HR) and information system are the important roles in helping company HR works. Objective of this study is toidentifycriteria of Human Resource Information System (HRIS) that affect human resources in companies by using DEMATEL-based ANP (DANP) method.HRIS criteria are collected from several studies to be validated by experts in HR of manufacturing companies. The survey was conducted with 5 experts and their judgments are calculated in limit supermatrix. The limit supermatrix of DANP showed that 18 criteria in HRIS. This study obtained five most important criteria of HRIS in HR performance are high quality data presentation, quick and precise, accessible, information need in time, and fulfill needs of HR

Improvement Priorities: Public Hospital Service Quality

Patients’ satisfaction in public hospitals in Jakarta is decreased due to the increase participant of outpatients using national health insurance. One of the principle influenced satisfaction is services. The purpose of this research is to get priority improvement of service quality dimension. ServQual method is used to obtain the patient’s perception and expectation gap on hospital services. Analytical Hierarchy Process (AHP) is used to obtain the dimension importance weight. Five experts were involved on choosing the appropriate service dimension. Questionnaires were given to 400 patients. Results showed that the largest gap on overall services dimension and sub-dimension are cleanliness, comfort of check room and bathroom. The weight of importance is included, results show the priority improvement of trust dimension and sub-dimension doctor is checking the patient’s condition correctly

The Valuation of Geothermal Power Projects in Indonesia Using Real Options Valuation

Geothermal power project should be carefully evaluated, because not only the project is large-scale and high-risk, but also huge investments are needed to make the project profitable. The purpose of this study is to evaluate and analyze the present value of the geothermal power plant projects in Indonesia using net present value and real options valuation approach to obtain better project value that indicates profitable investments. Project value determined based on Net Present Value (NPV). The Monte Carlo Simulation calculated NPV based on discount rate, production volume, and operation and maintenance (O&M) cost. The risk of the project defined with 3 scenarios to obtain NPV and calculate Expected Net Present Value (ENPV). The result of this study showed Real Options Valuation obtained the highest project value indicating a higher return of the project that was previously undervalued using NPV and ENPV. Real Options Valuation approach improved the project value by incorporating scenario analysis and strategic option in the valuation process

Improvement Priorities: Public Hospital Service Quality

Patients’ satisfaction in public hospitals in Jakarta is decreased due to the increase participant of outpatients using national health insurance. One of the principle influenced satisfaction is services. The purpose of this research is to get priority improvement of service quality dimension. ServQual method is used to obtain the patient’s perception and expectation gap on hospital services. Analytical Hierarchy Process (AHP) is used to obtain the dimension importance weight. Five experts were involved on choosing the appropriate service dimension. Questionnaires were given to 400 patients. Results showed that the largest gap on overall services dimension and sub-dimension are cleanliness, comfort of check room and bathroom. The weight of importance is included, results show the priority improvement of trust dimension and sub-dimension doctor is checking the patient’s condition correctly

Designing Improvement of Procurement Business Process Reengineering Approach : A Study Case of Insurance Company

Streamlining procurement process is one of the strategies to reduce cost of a company, especially in the insurance industry. This research aims to propose design improvement of procurement process in insurance company by implementing Business Process Reengineering (BPR) method. Data collection regarding procurement process was collected in one of life insurance company in Indonesia. This research uses BPR method which consist of three steps namely mapping as-is process, analyze as-is process, and modeling to-be process. Mapping as-is process using iGrafx standard Business Process Modeling and Notation (BPMN). Analyze as-is process by its process time to indicate problems. Modeling process to-be by using BPR best practices that will be prioritized using AHP method and selected using pareto analysis. Scenarios for to-be process then created based on the selected best practices, that will be inputed into the simulation model iGrafx standard BPMN. This research produces three scenarios of to-be process for procurement in Indonesian insurance company that reduce 35-76% of the process time compared to as-is process

Designing Improvement of Procurement Business Process Reengineering Approach : A Study Case of Insurance Company

Streamlining procurement process is one of the strategies to reduce cost of a company, especially in the insurance industry. This research aims to propose design improvement of procurement process in insurance company by implementing Business Process Reengineering (BPR) method. Data collection regarding procurement process was collected in one of life insurance company in Indonesia. This research uses BPR method which consist of three steps namely mapping as-is process, analyze as-is process, and modeling to-be process. Mapping as-is process using iGrafx standard Business Process Modeling and Notation (BPMN). Analyze as-is process by its process time to indicate problems. Modeling process to-be by using BPR best practices that will be prioritized using AHP method and selected using pareto analysis. Scenarios for to-be process then created based on the selected best practices, that will be inputed into the simulation model iGrafx standard BPMN. This research produces three scenarios of to-be process for procurement in Indonesian insurance company that reduce 35-76% of the process time compared to as-is process

Strategy Design to Improve the Implementation of Supply Chain Management in Food SMEs

Food and beverage industry serves as one of the primary industries by the Ministry of Industry for industrial development plan until 2035. To improve the competitiveness of food SMEs, the strategy of implementing supply chain management is designed. The purpose of this research is to obtain strategy recommendations for the implementation of supply chain management in food SMEs. The literature study was conducted to find out the criteria, sub-criteria, and strategies that need to be implemented in improving the supply chain management of the food SMEs. Analytical Network Process (ANP) method is used to find the weight of criteria, sub-criteria, and strategy of implementing supply chain management. Criteria, sub-criteria, and strategies are judged by seven experts. This research obtained five criteria, twelve sub-criteria, and twenty-three strategies for the implementation of supply chain management. The result of data processing shows strategy that has the highest weight is to coordinate the logistics department with other functions in the company