Aldini, Salsabella Savera Sam (2025) Perancangan Sistem Pengukuran Kinerja Pada Service Supply Chain Berbasis Supply Chain Operations Reference (Scor): Studi Kasus Pada Language Service Provider. Masters thesis, Institut Teknologi Sepuluh Nopember.
![[thumbnail of 6032212137-Master_Thesis.pdf]](http://repository.its.ac.id/style/images/fileicons/text.png) |
Text
6032212137-Master_Thesis.pdf - Accepted Version Restricted to Repository staff only Download (5MB) | Request a copy |
Abstract
Penelitian ini mengimplementasikan kerangka kerja Supply Chain Operations Reference (SCOR) untuk merancang sistem pengukuran kinerja yang terstruktur pada Language Service Provider (LSP) di sektor jasa Indonesia. Di tengah meningkatnya ekspektasi klien dan kompleksitas proyek, ketiadaan mekanisme evaluasi berbasis data menimbulkan tantangan dalam efisiensi operasional dan adaptabilitas strategis. Model pengukuran dikembangkan dengan menitikberatkan pada empat atribut utama SCOR reliability, responsiveness, agility, dan cost serta didukung data empiris dari arsip proyek, korespondensi klien, dan wawancara terstruktur dengan manajemen senior. Metrik performa dinormalisasi menggunakan metode min–maks dan diberi bobot berdasarkan relevansi strategis, kemudian diklasifikasikan menggunakan pendekatan Traffic Light System (TLS) untuk pemetaan prioritas perbaikan. Hasil penelitian menunjukkan tingkat reliability yang sangat tinggi (98,11%) dan agility yang optimal, dengan Order Fulfillment Cycle Time berkisar antara 1,82 hingga 3,55 hari. Namun, indikator responsiveness dan biaya operasional menunjukkan volatilitas, terutama pada kuartal pertama dan keempat, yang menandakan adanya peluang perbaikan proses dan penguatan kontrol biaya. Analisis SWOT dilakukan untuk menilai kekuatan dan kelemahan internal terhadap peluang serta ancaman eksternal, diikuti dengan penyusunan strategi peningkatan berbasis TOWS Matrix. Rekomendasi yang dihasilkan meliputi digitalisasi pelacakan tugas, standarisasi alur kerja, serta penguatan resiliensi terhadap fluktuasi permintaan dan disrupsi teknologi. Dengan mengintegrasikan indikator kuantitatif berbasis SCOR dan wawasan manajerial, penelitian ini menawarkan kerangka evaluasi kinerja yang relevan bagi rantai pasok jasa berbasis manusia, sekaligus memberikan kontribusi strategis dan praktis untuk meningkatkan daya saing serta keberlanjutan operasional LSP.
===================================================================================================================================
This study applies the Supply Chain Operations Reference (SCOR) framework to design a structured performance measurement system for a Language Service Provider (LSP) operating in Indonesia’s service sector. Amid rising client expectations and increasing project complexity, the absence of a formal, data-driven evaluation mechanism presents challenges to operational efficiency and strategic responsiveness. The research develops a SCOR-based assessment model grounded in four core attributes—Reliability, Responsiveness, Agility, and Cost—using empirical data from project archives, client correspondence, and structured interviews with senior management. Performance metrics were normalized through min–max scaling and weighted based on strategic relevance, while a Traffic Light System (TLS) was used to categorize performance into criticality levels. The findings reveal high reliability (98.11%) and maximum agility, with order fulfillment cycle times ranging from 1.82 to 3.55 days. However, indicators related to responsiveness and operational cost showed volatility, particularly in the first and fourth quarters, highlighting areas for process improvement and financial control. A SWOT analysis was conducted to assess internal Strengths and Weaknesses against external opportunities and Threats, followed by the application of a TOWS matrix to formulate targeted improvement strategies. These include digitalizing task tracking, standardizing workflows, and Strengthening resilience against fluctuating demand and technological disruption. By integrating SCOR-based quantitative indicators with managerial insights, this study contributes a tailored performance evaluation framework suitable for human-centric service supply chains, offering practical and strategic value to LSPs aiming to enhance competitiveness and long-term operational sustainability.
| Item Type: | Thesis (Masters) |
|---|---|
| Uncontrolled Keywords: | Language Service Provider, Performance Measurement, SCOR, Service Supply Chain Management, SWOT, Traffic Light System, Language Service Provider, SCOR, Service Supply Chain Management, Pengukuran Kinerja, SWOT, Traffic Light System |
| Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management H Social Sciences > HD Industries. Land use. Labor > HD38.5 Business logistics--Cost effectiveness. Supply chain management. ERP H Social Sciences > HD Industries. Land use. Labor > HD56.25 Industrial efficiency--Measurement. Industrial productivity--Measurement. |
| Divisions: | Interdisciplinary School of Management and Technology (SIMT) > 61101-Master of Technology Management (MMT) |
| Depositing User: | Salsabella Savera Sam Aldini |
| Date Deposited: | 18 Jul 2025 07:36 |
| Last Modified: | 23 Jul 2025 03:01 |
| URI: | http://repository.its.ac.id/id/eprint/120068 |
Actions (login required)
 |
View Item |