Pengembangan Strategi Pengelolaan Standar Operasional Prosedur untuk Meningkatkan Kualitas Pelayanan dan Minat Peserta Didik pada Lembaga Bimbingan Belajar Eye Level Medan Gaperta

Abstract

Eye Level Medan Gaperta is a nonformal tutoring institution that implements the Eye Level learning system as part of the PT Daekyo Indonesia franchise network. In its day-to-day operations, various issues have been identified, such as inconsistent implementation of Standard Operating Procedures (SOP), suboptimal task distribution, an ineffective monitoring system, and overlapping responsibilities across certain job functions. These conditions have the potential to affect the quality of service and the operational effectiveness of the institution. This study aims to develop an SOP management strategy that aligns with the operational needs of Eye Level Medan Gaperta to improve service quality and student engagement. The study employs a qualitative descriptive approach using the case study method. Data collection was conducted through interviews, observations, and documentation. Data analysis was performed using Root Cause Analysis (RCA), supported by Fishbone Diagrams and Problem Tree Analysis, to identify the underlying factors causing operational issues in greater depth. The research findings indicate that operational issues are influenced by factors such as human resources, materials, internal business processes, measurement systems, and the work environment. Based on these findings, this study proposes a strategic development plan for SOP management, which includes strengthening SOP implementation, clarifying the division of tasks and responsibilities, developing a system for periodic monitoring and evaluation, improving internal communication, and adjusting human resource needs to align with the operational conditions of the center. The developed strategy is expected to enhance operational consistency, service quality, and student engagement at Eye Level Medan Gaperta.