Analisis Budaya Business Process Management untuk Meningkatkan Layanan Administrasi Kependudukan Menggunakan Metode MaNoya (Studi Kasus: Dispendukcapil Kota Surabaya)

Husna, Asmaul (2022) Analisis Budaya Business Process Management untuk Meningkatkan Layanan Administrasi Kependudukan Menggunakan Metode MaNoya (Studi Kasus: Dispendukcapil Kota Surabaya). Other thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

Dinas Kependudukan dan Pencatatan Sipil (Dispendukcapil) Kota Surabaya merupakan instansi pemerintah yang memiliki peran penting dalam memberikan layanan administrasi kependudukan. Dalam upaya meningkatkan kualitas layanan, Dispendukcapil Kota Surabaya telah mengimplementasikan Business Process Management (BPM). Namun, efektivitas penerapan BPM tidak hanya bergantung pada teknologi dan proses, tetapi juga pada aspek budaya organisasi. Penelitian ini bertujuan untuk menganalisis budaya BPM pada Dispendukcapil Kota Surabaya menggunakan metode MaNoya. Metode MaNoya digunakan untuk mengukur kesiapan budaya organisasi dalam mendukung inisiatif BPM. Penelitian ini menggunakan pendekatan kualitatif dengan teknik pengumpulan data melalui wawancara, observasi, dan studi dokumentasi. Hasil penelitian menunjukkan bahwa budaya BPM di Dispendukcapil Kota Surabaya berada pada tingkat yang cukup baik, namun masih terdapat beberapa aspek yang perlu ditingkatkan, khususnya dalam hal keterlibatan karyawan dan kepemimpinan. Penelitian ini memberikan rekomendasi strategis untuk memperkuat budaya BPM guna mendukung peningkatan kualitas layanan administrasi kependudukan.
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The Department of Population and Civil Registration (Dispendukcapil) of Surabaya City is a government agency that plays an important role in providing population administration services. In an effort to improve service quality, the Surabaya City Population and Civil Registration Office has implemented Business Process Management (BPM). However, the effectiveness of BPM implementation depends not only on technology and processes, but also on organizational culture aspects. This study aims to analyze the BPM culture at the Surabaya City Population and Civil Registration Office using the MaNoya method. The MaNoya method is used to measure the readiness of organizational culture in supporting BPM initiatives. This study uses a qualitative approach with data collection techniques through interviews, observation, and documentation studies. The results of the study show that the BPM culture at the Surabaya City Population and Civil Registration Office is at a fairly good level, but there are still several aspects that need to be improved, especially in terms of employee involvement and leadership. This study provides strategic recommendations to strengthen BPM culture to support improvements in the quality of population administration services.

Item Type:	Thesis (Other)
Additional Information:	RSSI 658.403 801 1 Hus a-1 2022
Uncontrolled Keywords:	Business Process Management. Dispendukcapil Surabaya. Budaya Organisasi. MaNoya.
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD30.213 Management information systems. Dashboards. Enterprise resource planning.
Divisions:	Faculty of Intelligent Electrical and Informatics Technology (ELECTICS) > Information System > 57201-(S1) Undergraduate Thesis
Depositing User:	Mr. Marsudiyana -
Date Deposited:	03 Jun 2026 03:59
Last Modified:	03 Jun 2026 03:59
URI:	http://repository.its.ac.id/id/eprint/133517

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