Peningkatan Proses Bisnis Layanan Pembiayaan Small Medium Enterprise (SME) di PT XYZ Area Surabaya Kota dengan Menggunakan Failure Mode and Effect Analysis (FMEA)

Krismawanti, Denis Dwi (2026) Peningkatan Proses Bisnis Layanan Pembiayaan Small Medium Enterprise (SME) di PT XYZ Area Surabaya Kota dengan Menggunakan Failure Mode and Effect Analysis (FMEA). Masters thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

PT XYZ memiliki segmen layanan pembiayaan Small Medium Enterprise (SME) yang berperan penting dalam mendukung pengembangan usaha masyarakat. Namun, dalam pelaksanaannya masih ditemukan permasalahan berupa ketidaktercapaian Service Level Agreement (SLA), dimana rata-rata waktu proses pembiayaan memerlukan waktu hingga sekitar satu bulan. Kondisi ini dipengaruhi oleh kompleksitas alur proses, keterlibatan banyak unit kerja, serta masih adanya aktivitas yang tidak bernilai tambah pada setiap tahapan layanan pembiayaan. Penelitian ini bertujuan untuk meningkatkan proses bisnis layanan pembiayaan SME di PT XYZ Area Surabaya Kota melalui pendekatan Failure Mode and Effect Analysis (FMEA) yang terintegrasi dengan kerangka Penetapan, Pelaksanaan, Evaluasi, Pengendalian dan Peningkatan (PPEPP). Pendekatan yang digunakan bersifat bottom-up, dimulai dari identifikasi aktifitas proses pembiayaan dari tahap awal hingga akhir, pemetaan pemborosan (waste), serta penentuan titik kritis proses yang memerlukan prioritas perbaikan. Hasil penelitian menunjukkan bahwa titik kritis proses pembiayaan SME terutama berada pada tahap collecting dokumen, analisa pembiayaan, dan pengajuan approval pembiayaan yang berkontribusi signifikan terhadap lamanya waktu proses akibat aktivitas berulang, waktu tunggu antar unit, dan ketergantungan pada koordinasi manual. Selain itu, hasil process activity mapping mengidentifikasi masih adanya aktivititas non-value added dan necessary non-value added yang menyerap waktu dan sumber daya secara signifikan tanpa memberikan nilai tambah langsung bagi nasabah. Integrasi hasil FMEA dengan pendekatan PPEPP menghasilkan rekomendasi perbaikan yang dirumuskan secara bertahap sesuai alur proses pembiayaan, meliputi penguatan digitalisasi dan standardisasi pengelolaan dokumen, peningkatan keterkendalian jadwal proses pembiayaan, penyelarasan alur kerja lintas unit, serta penguatan monitoring SLA dan kinerja proses. Penerapan rekomendasi ini diharapkan mampu menurunkan waktu siklus pembiayaan secara signifikan, meningkatkan kepastian layanan, serta mendukung peningkatan kinerja pembiayaan SME secara berkelanjutan.
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PT XYZ has a Small and Medium Enterprise (SME) financing service segment that plays a strategic role in supporting business development within the community. However, in its implementation, several operational issues are still encountered, particularly the failure to achieve the targeted Service Level Agreement (SLA), where the average financing process requires approximatelyone month to be completed. This condition is influenced by the complexity of process flows, the involvement of multiple organizational units, and the presence of non value-added activities across various stages of financing process. This study aims to improve the business process of SME financing services at PT XYZ Area Surabaya by applying the Failure Mode and Effcet Analysis (FMEA) method integrated with the Planning, Implementation, Evaluation, Control, and Improvement (PPEPP) framework. A bottom-up approach is employed, starting from the identification of financing process activities from the initial to the final stage, mapping process waste, and determining critical process points that require priority improvement. The results of the study indicate that critical process points in SME financing services are primarily found in the document collecting, financing analysis, and financing approval submission stages. Thes stages significantly contribute to prolonged processing time due to repetitive activities, waiting time between units, and high dependence on manual coordination. In addition, process activity mapping reveals the existance of non-value added and necessary non-value added activities that consume substantial time and resources without providing direc value to customers. The integration of FMEA results with the PPEPP approach produces stages-based improvement recommendations aligned with the end to end financing process. These recommendations include strengthening digitalization and standardization of document management, improving control over business processes scheduling, aligning workflows across business, risk, operational units, and enhancing SLA and process performance monitoring. The implementation of these recommedations is expected to significantly reduce financing cycle time, improve service predictability, and support sustainable improvement in SME financing performance.

Item Type:	Thesis (Masters)
Uncontrolled Keywords:	Small Medium Enterprise, SME, Failure Mode and Effect Analysis, FMEA, PPEPP, Proses Bisnis Pembiayaan, Financing Business Process
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD58.87 Reengineering (Management) Business process H Social Sciences > HD Industries. Land use. Labor > HD62.15 Total quality management. H Social Sciences > HF Commerce
Divisions:	Interdisciplinary School of Management and Technology (SIMT) > 61101-Master of Technology Management (MMT)
Depositing User:	Denis Dwi Krismawanti
Date Deposited:	30 Jan 2026 07:13
Last Modified:	30 Jan 2026 07:13
URI:	http://repository.its.ac.id/id/eprint/131367

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