Efektivitas Implementasi SOP Ops B2B dalam Mendukung SLA Operasional Akademik di Startup Edutech
DOI:
https://doi.org/10.55606/jurimbik.v6i2.1949Keywords:
Effectiveness, Standard Operating Procedure (SOP), Service Level Agreement (SLA), Academic Operations, Business-to-Business (B2B)Abstract
This study aims to analyze the effectiveness of implementing the Standard Operating Procedure (SOP) in the Business-to-Business (Ops B2B) Operations Division to support the achievement of the Service Level Agreement (SLA) in academic operations at Schoters. The research employs a descriptive qualitative method with data collected through interviews and documentation of work outputs from Ops B2B staff located Yogyakarta and Jakarta. The findings indicate that the implementation of SOPs has helped establish a more systematic and structured workflow for each operational process. However, its effectiveness is still not optimal due to differences in understanding among staff, delay in certain work processes, limited digital systems for monitoring SLA, and the SOP is still in the process of being created and developed. Most SLA targets have been achieved, although delays still occur in processes such as the delivery of learning Plan (LP) and IELTS test result reporting. Efforts to improve effectiveness can be made by developing a digital SLA monitoring system, creating more detailed SOP documentation, strengthening the culture of SOP implementation within the company, and conducting regular SOP-related training. This research is expected to serve as a reference for improving academic operational systems in education technology-based service companies.
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