Electronic Theses and Dissertation

Hotel M merupakan salah satu hotel bintang 3 yang terletak di kota Banda Aceh. Hotel M memiliki departemen housekeeping yang bertanggung jawab terhadap kebersihan pelayanan fasilitas kamar, tugas ini dijalankan oleh bagian room attendant. Dilansir dari ulasan pada beberapa E-travel seperti Tiket.com, Traveloka dan Agoda.com, terdapat beberapa temuan masalah pada Hotel M seperti noda pada sprei, kamar yang bau dan berdebu, cat dinding yang berjamur dan kamar mandi yang kurang bersih. Dalam hal ini keseluruhan upaya dalam melakukan pemeliharaan fasilitas kamar dikatakan sebagai proses bisnis housekeeping. Metode yang dapat digunakan untuk melakukan perbaikan proses bisnis adalah Business Process Improvement (BPI), di mana pada penelitian ini menggunakan 3 fase. Fase pertama, organizing for improvement untuk mendapatkan informasi dan mengidentifikasi aktivitas. Fase kedua, understanding the process dengan membuat as is model yang terdiri dari 109 aktivitas dengan total waktu 345 menit. Fase ketiga, streamlining dengan membuat klasifikasi aktivitas berdasarkan value added assessment yang terdiri atas 69% RVA, 29% BVA dan NVA 4%, lalu ditingkatkan dengan menggunakan tools streamlining, kemudian membuat to be model yang terdiri dari 103 aktivitas dengan total waktu 310,5 menit. Model proses dibuat menggunakan software Bizagi Modeler dengan notasi Business Process Modelling Notation (BPMN). Kemudian dilakukan analisis menggunakan devil’s quadrangle sehingga diketahui peningkatan efisiensi waktu sebesar 10%, efisiensi fleksibilitas sebesar 6% dengan nilai fleksibilitas sebesar 0,83, dan terdapat peningkatan pada dimensi kualitas. Sehingga perbaikan proses bisnis menjadi lebih efektif, efisien dan adaptif.
Kata kunci: As is model, BPI, Bizagi Modeler, Hotel M, Proses bisnis, To Be Model

Hotel M is a three star hotel located in the city of Banda Aceh. Hotel M has a housekeeping department which is responsible for the cleanliness of room service facilities, where this task is carried out by the room attendant. Reporting from reviews on several E-travels such as Tiket.com, Traveloka and Agoda.com, there were several findings of problems at Hotel M such as stains on the bed linen, smelly and dusty rooms, moldy wall paint, and unclean bathrooms. In this case, the overall effort in maintaining room facilities is said to be a housekeeping business process. The method that can be used to improve business processes is Business Process Improvement (BPI), which in this study uses 3 phases. The first phase, organizing for improvement to obtain information and identify activities. The second phase is understanding the process by making an as is model consisting of 109 activities with a total time of 345 minutes. The third phase, streamlining by making activity classifications based on value added assessment consisting of 69% RVA, 29% BVA and 4% NVA, then improved by using streamlining tools, then making a to be model consisting of 103 activities with a total time of 310,5 minute. The process model was created using Bizagi Modeler software with Business Process Modeling Notation (BPMN). Then an analysis was carried out using the devil's quadrangle, so that it was the increase in time efficiency was 10%, flexibility efficiency was 6% with a flexibility value of 0,83, and there was an increase in the quality dimension. So that business process improvements can be more effective, efficient and adaptive. Keywords: As is model, BPI, Bizagi Modeler, Hotel M, Business process, To Be Model