Proposal of Formalized Service Level Agreements (SLAs) using Process Mining (Case Study in Logistic Company)

Audia, Desinta (2024) Proposal of Formalized Service Level Agreements (SLAs) using Process Mining (Case Study in Logistic Company). Masters thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

Service Level Agreement (SLA) menyatakan ekspektasi kinerja antara penyedia layanan dan pelanggan. Dalam industri logistik, efisiensi dan ketepatan waktu pengiriman sangat penting, SLA berperan peran penting dalam menentukan kepuasan pelanggan. Namun, PT. X belum memiliki SLA formal. Akibatnya, SLA yang belum terformalisasi di PT. X menyebabkan keterlambatan pengiriman dan inkonsistensi dalam layanan. Penelitian ini mengatasi tantangan ini dengan menggunakan Process Mining (PM) untuk memformalkan SLA. Event log diaplikasikan pada Apromore untuk mengungkapkan proses aktual yang terlibat dalam pelayanan. Analisis perspektif waktu dilakukan untuk memformalkan SLA untuk menetapkan KPI yang terukur seperti “Tingkat Pengiriman Tepat Waktu” dan “Waktu Siklus Pelayanan”. Analisis varian dilakukan dengan mengklasifikasikan kategori produk berdasarkan Global Product Classification (GPC). Kemudian, diusulkan SLA yang diformalkan berdasarkan segmen, yang menawarkan target tingkat layanan yang jelas, terukur, dan dapat dicapai yang selaras dengan kemampuan operasional dan tujuan strategis perusahaan. Berdasarkan analisis PM, terutama analisis perspektif waktu, diperoleh rata-rata durasi kasus pada setiap segmen. Segmen makanan dan minuman memiliki ratarata durasi kasus 1.47 hari; segmen layanan kesehatan menunjukkan durasi kasus rata-rata 1.71 hari; segmen pasokan listrik menunjukkan durasi kasus rata-rata 1.53 hari; dan segmen produk bangunan memiliki rata-rata durasi kasus yang jauh lebih lama yaitu 3.83 hari. Berdasarkan hasil ini, PT. X dapat mengukur “tingkat pengiriman tepat waktu” dan “waktu siklus pelayanan”. Dengan memformalkan SLA, PT. X dapat mengelola ekspektasi, mengoptimalkan operasional, dan meningkatkan layanan secara keseluruhan dengan lebih baik. Penelitian ini menekankan pada potensi PM untuk meningkatkan manajemen SLA dan menetapkan KPI yang terukur dalam industri logistik
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Service Level Agreement (SLA) states the performance expectations between service providers and customers. In the logistics industry, efficiency and timeliness of delivery are very important, SLA plays a significant role in determining customer satisfaction. However, PT. X does not have a formal SLA. As a result, the unformalized SLA in PT. X causes delays in delivery and inconsistencies in service. This study addresses this challenge by using Process Mining (PM) to formalize SLA. Event logs are applied to Apromore to reveal the actual processes involved in service delivery. Time perspective analysis is performed to formalize SLA to establish measurable KPIs such as “On-Time Delivery Rate” and “Service Cycle Time”. Analysis of variance is performed by classifying product categories based on Global Product Classification (GPC). Then, formalized SLAs are proposed based on segments, which offer clear, measurable, and achievable service level targets that are aligned with the company’s operational capabilities and strategic objectives. Based on the PM analysis, especially the time perspective analysis, the average case duration in each segment is obtained. The food and beverage segment has an average case duration of 1.47 days; the healthcare segment shows an average case duration of 1.71 days; the electrical supply segment showed an average case duration of 1.53 days; and the building products segment had a much longer average case duration of 3.83 days. Based on these results, PT. X can measure “on-time delivery rate” and “service cycle time”. By formalizing SLAs, PT. X can better manage expectations, optimize operations, and improve overall service. This study emphasizes the potential of PM to improve SLA management and set measurable KPIs in the logistics industry.

Item Type:	Thesis (Masters)
Uncontrolled Keywords:	Service Level Agreements (SLAs), Process Mining, Logistic, Apromore
Subjects:	T Technology > T Technology (General) > T58.6 Management information systems
Divisions:	Interdisciplinary School of Management and Technology (SIMT) > 61101-Master of Technology Management (MMT)
Depositing User:	DESINTA AUDIA
Date Deposited:	01 Aug 2024 13:29
Last Modified:	12 Sep 2024 02:38
URI:	http://repository.its.ac.id/id/eprint/112143

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