Rancangan Proses Bisnis Kredit Konsumer di Bank XYZ Medan dengan Pendekatan Lean Service
ABSTRAK
Peningkatan kebutuhan masyarakat yang bersifat konsumtif menyebabkan
industri perbankan mulai tertarik dengan penyaluran kredit konsumsi atau disebut
juga customer loan. Seiring dengan peningkatan kebutuhan masyarakat tersebut, pada
tahun 2007 Bank XYZ mulai memasarkan kredit konsumsi dengan menerapkan
sistem monoline. Dimana diharapkan dengan sistem ini Bank XYZ akan lebih
kompetitif dan dapat memberikan layanan kredit konsumsi yang cepat dan hati-hati
(prudent). Saat ini, Bank XYZ mengalami permasalahan banyak calon nasabah
membatalkan pengajuan kredit konsumsi dikarenakan lama proses kredit sehingga
penelitian ini dilakukan untuk mengetahui moda kegagalan potensial yang
menyebabkan tidak tercapainya efisiensi proses kredit dengan pendekatanlean
service.
Proses kredit konsumer saat ini digambarkan dengan current state map
sehingga diketahui aktivitas yang masuk dalam value added activity dan non-value
added activity. Diketahui waktu rata-rata proses customer loan sebesar 21 hari kerja.
Hasil yang diperoleh dengan failure mode effect analysis (FMEA) diperoleh RPN
tertinggi yaitu verifikasi berulang-ulang yang merupakan sub penyebab dari kategori
metode kerja.
Berdasarkan hasil analisa tersebut dan deskriptif, untuk meningkatkan
efisiensi proses kredit konsumer dapat dilakukan dengan perbaikan yang berfokus
kepada metode kerja serta menghilangkan aktivitas yang non-value added. Perbaikanperbaikan dilakukan dengan merancang prosedur dalam pelaksanaan proses pencairan
kredit yang tergambar dalam sebuah standard operating procedure dan penambahan
beberapa dokumen mendukung prosedur proses kredit konsumer. Hasil perbaikan
diketahui waktu rata-rata kredit konsumer perbaikan sebesar 13 hari kerja, rancangan
perbaikan menunjukkan peningkatan efektifitas proses kredit konsumer Bank XYZ
Medan.
Kata Kunci:Lean Service,Value Stream Mapping, Value Added and Non-Value Added
Activity, Failure Mode Effect Analysis (FMEA), Standard Operation Procedure
(SOP)
Universitas Sumatera Utara
ABSTRACT
Improvement needs of consumerist society that is causing the banking
industry became interested in consumer lending or customer loan. Along with the
increasing needs of the community , in 2007 the Bank XYZ began marketing
consumer loan by applying the monoline system . Which are expected with this system
XYZ Bank will be more competitive and be able to provide consumer credit services
quickly and prudent. Currently , Bank XYZ is having problems, the number of
prospective customers canceling consumer credit application due to the length of the
loan process so that this study was conducted to determine potential failure modes
that cause the failure of the credit process efficiencies with lean service approach .
Consumer loan process now described by the current state map to known
activities are included in the value added activity and non - value added activity .
Known to the average time the customer loan is 21 working days . Results obtained
with failure mode effect analysis ( FMEA ) obtained the highest RPN verification
repetitive causing of which is a sub category of work methods .
Based on the analysis and descriptive , to improve the efficiency of consumer
loan process can be done with a focus on the improvement of work methods and
eliminate the activities of non - value added . The reforms carried out by designing
procedures in the implementation of the loan disbursement process depicted in a
standard operating procedure and the addition of some of the documents supporting
the consumer loan processing procedures . Results are known fixes the average time
for consumer loan repair 7 working days , showed an increase in the effectiveness of
the design improvement process consumer loans Bank XYZ Medan .
Key word: value added and non value added activity, braistorming, fishbone
diagram, Standard Operation Procedure (SOP)
Universitas Sumatera Utara
Peningkatan kebutuhan masyarakat yang bersifat konsumtif menyebabkan
industri perbankan mulai tertarik dengan penyaluran kredit konsumsi atau disebut
juga customer loan. Seiring dengan peningkatan kebutuhan masyarakat tersebut, pada
tahun 2007 Bank XYZ mulai memasarkan kredit konsumsi dengan menerapkan
sistem monoline. Dimana diharapkan dengan sistem ini Bank XYZ akan lebih
kompetitif dan dapat memberikan layanan kredit konsumsi yang cepat dan hati-hati
(prudent). Saat ini, Bank XYZ mengalami permasalahan banyak calon nasabah
membatalkan pengajuan kredit konsumsi dikarenakan lama proses kredit sehingga
penelitian ini dilakukan untuk mengetahui moda kegagalan potensial yang
menyebabkan tidak tercapainya efisiensi proses kredit dengan pendekatanlean
service.
Proses kredit konsumer saat ini digambarkan dengan current state map
sehingga diketahui aktivitas yang masuk dalam value added activity dan non-value
added activity. Diketahui waktu rata-rata proses customer loan sebesar 21 hari kerja.
Hasil yang diperoleh dengan failure mode effect analysis (FMEA) diperoleh RPN
tertinggi yaitu verifikasi berulang-ulang yang merupakan sub penyebab dari kategori
metode kerja.
Berdasarkan hasil analisa tersebut dan deskriptif, untuk meningkatkan
efisiensi proses kredit konsumer dapat dilakukan dengan perbaikan yang berfokus
kepada metode kerja serta menghilangkan aktivitas yang non-value added. Perbaikanperbaikan dilakukan dengan merancang prosedur dalam pelaksanaan proses pencairan
kredit yang tergambar dalam sebuah standard operating procedure dan penambahan
beberapa dokumen mendukung prosedur proses kredit konsumer. Hasil perbaikan
diketahui waktu rata-rata kredit konsumer perbaikan sebesar 13 hari kerja, rancangan
perbaikan menunjukkan peningkatan efektifitas proses kredit konsumer Bank XYZ
Medan.
Kata Kunci:Lean Service,Value Stream Mapping, Value Added and Non-Value Added
Activity, Failure Mode Effect Analysis (FMEA), Standard Operation Procedure
(SOP)
Universitas Sumatera Utara
ABSTRACT
Improvement needs of consumerist society that is causing the banking
industry became interested in consumer lending or customer loan. Along with the
increasing needs of the community , in 2007 the Bank XYZ began marketing
consumer loan by applying the monoline system . Which are expected with this system
XYZ Bank will be more competitive and be able to provide consumer credit services
quickly and prudent. Currently , Bank XYZ is having problems, the number of
prospective customers canceling consumer credit application due to the length of the
loan process so that this study was conducted to determine potential failure modes
that cause the failure of the credit process efficiencies with lean service approach .
Consumer loan process now described by the current state map to known
activities are included in the value added activity and non - value added activity .
Known to the average time the customer loan is 21 working days . Results obtained
with failure mode effect analysis ( FMEA ) obtained the highest RPN verification
repetitive causing of which is a sub category of work methods .
Based on the analysis and descriptive , to improve the efficiency of consumer
loan process can be done with a focus on the improvement of work methods and
eliminate the activities of non - value added . The reforms carried out by designing
procedures in the implementation of the loan disbursement process depicted in a
standard operating procedure and the addition of some of the documents supporting
the consumer loan processing procedures . Results are known fixes the average time
for consumer loan repair 7 working days , showed an increase in the effectiveness of
the design improvement process consumer loans Bank XYZ Medan .
Key word: value added and non value added activity, braistorming, fishbone
diagram, Standard Operation Procedure (SOP)
Universitas Sumatera Utara