OPTIMIZING SERVICE EFFICIENCY AND QUALITY THROUGH PRACTICAL SERVICE OPERATIONAL MANAGEMENT

Imam Wibowo

Authors

Imam Wibowo Krisnadwipayana University, Jakarta, Indonesia

Keywords:

Efficiency, Service Quality, Service Operational Management

Abstract

This research aims to identify and implement operational management practices that can improve efficiency and service quality in the service sector. Increased competition in the service industry requires organizations to focus more on operational management to meet customer expectations and increase competitive advantage. This research uses a qualitative approach with descriptive methods. The research results show that implementing service operational management practices that involve in-depth identification of customer needs, investment in employee training, and use of information technology can have a positive impact on operational efficiency and service quality. Training employees and empowering them to contribute to operational process improvements demonstrates increased individual skills and responsiveness to customer needs. The use of integrated information systems and technology for inventory management and customer relations provides significant efficiencies in daily operations and strengthens interactions with customers. Overall, the results of this research confirm that a holistic approach to operational management can have a substantial positive impact on customer satisfaction and business sustainability.

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