Sistem Proses Layanan Praktek Dokter Spesialis Kulit dan Klinik Kecantikan Berbasis Proses Bisnis

Avianto, Tara Satrio (2025) Sistem Proses Layanan Praktek Dokter Spesialis Kulit dan Klinik Kecantikan Berbasis Proses Bisnis. Masters thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

Penelitian ini berfokus pada pembangunan model proses bisnis dan pengembangan sistem berbasis otomasi untuk meningkatkan efisiensi layanan di praktik dokter spesialis kulit dan klinik kecantikan. Proses bisnis dirancang menggunakan pendekatan Business Process Management (BPM), dengan alat pemodelan Business Process Modeling Notation (BPMN) melalui ProcessMaker. Metodologi penelitian mencakup pemetaan alur kerja eksisting, pengembangan sistem otomatisasi, dan evaluasi keberhasilan sistem berdasarkan Key Performance Indicators (KPI) yang relevan. Indikator yang digunakan meliputi rata-rata waktu tunggu pasien, tingkat kepuasan pelanggan, dan tingkat kesesuaian proses yang berjalan dengan Standard Operating Procedure (SOP). Data dikumpulkan melalui observasi, wawancara, dan analisis event log menggunakan ProM Tools untuk mengidentifikasi hambatan proses dan mengevaluasi kesesuaian alur kerja. Hasil penelitian menunjukkan bahwa penerapan sistem berbasis Business Process Management berdampak langsung terhadap efisiensi waktu pelayanan di praktik dokter spesialis kulit dan klinik kecantikan. Pengujian terhadap sistem ini mencakup tiga aspek, yaitu efektivitas waktu, tingkat kepuasan pengguna internal, dan ketercapaian pelaksanaan prosedur sesuai SOP. Evaluasi efektivitas waktu menunjukkan adanya penurunan rata-rata durasi pelayanan hingga lebih dari 90% dibandingkan sebelum sistem diterapkan, terutama pada proses penerimaan pasien dan pencatatan data. Survei internal terhadap dokter dan staf menunjukkan tingkat kepuasan tinggi, dengan skor rata-rata sebesar 4,7 pada skala Likert, khususnya pada aspek kemudahan input data dan kelengkapan informasi pasien. Selain itu, seluruh kasus uji tercatat mengikuti alur proses yang telah ditetapkan dalam model BPMN, sehingga tingkat kepatuhan terhadap model proses mencapai 100%. Temuan ini mengindikasikan bahwa sistem yang dibangun mampu mempercepat proses layanan, meningkatkan pengalaman pengguna internal, serta memastikan pelaksanaan layanan berjalan secara konsisten dan terdokumentasi dengan baik.
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This research focuses on the development of business process models and the development of automation-based systems to improve service efficiency in dermatologist practices and beauty clinics. Business processes are designed using the Business Process Management (BPM) approach, with the Business Process Modeling Notation (BPMN) modeling tool through ProcessMaker. The research methodology includes mapping existing workflows, developing automation systems, and evaluating system success based on relevant Key Performance Indicators (KPIs). The indicators used include average patient waiting time, customer satisfaction level, and level of conformity of processes that run with Standard Operating Procedures (SOP). Data is collected through observation, interviews, and event log analysis using ProM Tools to identify process bottlenecks and evaluate workflow suitability. The results of the study show that the implementation of a business process management-based system has a direct impact on the efficiency of service time in dermatologist practices and beauty clinics. The testing of this system includes three aspects, namely time effectiveness, internal user satisfaction level, and the achievement of implementing procedures according to SOPs. The evaluation of time effectiveness showed a decrease in the average duration of service by more than 90% compared to before the system was implemented, especially in the process of receiving patients and recording data. Internal surveys of doctors and staff showed a high level of satisfaction, with an average score of 4.7 on the Likert scale, especially in the aspects of ease of data input and completeness of patient information. In addition, all test cases were recorded following the process flow that had been set in the BPMN model, so that the level of compliance with the process model reached 100%. These findings indicate that the system built is able to speed up the service process, improve the internal user experience, and ensure that the implementation of the service runs consistently and well-documented.

Item Type:	Thesis (Masters)
Uncontrolled Keywords:	Business Process Management, BPMN, Key Performance Indicators, ProcessMaker.
Subjects:	T Technology > T Technology (General) > T11 Technical writing. Scientific Writing T Technology > T Technology (General) > T385 Visualization--Technique T Technology > T Technology (General) > T57.62 Simulation T Technology > T Technology (General) > T58.6 Management information systems T Technology > T Technology (General) > T58.62 Decision support systems T Technology > T Technology (General) > T58.8 Productivity. Efficiency
Divisions:	Interdisciplinary School of Management and Technology (SIMT) > 78201-System And Technology Innovation
Depositing User:	Tara Satrio Avianto
Date Deposited:	22 Jul 2025 07:02
Last Modified:	22 Jul 2025 07:02
URI:	http://repository.its.ac.id/id/eprint/120188

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