OKTOVONI SANDJAJA
041524353070
Supervisor
Dr. Sri Hartini, SE., Msi.
ABSTRACT
This research is aimed at making the blue print of service and standard operating procedures in Restaurant "X" in Surabaya. A service blue print is a picture or a map that describes a service system accurately so that individuals involved in the provision of the service can better understand about the system despite having different roles and points of view. Standard operating procedures can be defined as a guideline or a reference to perform job duties that are in accordance with functions and enterprise performance appraisal tools based on technical, administrative and procedural indicators that are in accordance with working procedures and working systems in the related work unit .
This research was conducted in Restaurant “X” in Surabaya. In this study, Restaurant “X” is included in the type of café (small-sized restaurant). The number of subjects in this study was amounted to 8 people (6 prospective customers, 1 owner, and 1 manager). Data collection tool was in the form of interview and observation. The results of interviews are used in making service blueprints and observation results are used in making standard operating procedures. Data analysis was conducted using source triangulation analysis technique.
The results of the data analysis obtained the design of the blueprint of Restaurant "X". Customer first impressions start from the exterior of the restaurant and the parking lot. Strandard Operating Procedure for employees who work in Restaurant “X” in five positions, waiter/ss, cashier, bartender, cook, and dishwasher.
Keywords: service, blueprint, standard operating procedure, restaurant.
Source: http://mm.feb.unair.ac.id/id/kemahasiswaan/article/article-ilmiah/836-cepat-biru-pe jasa-
