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This study aims to analyze the implementation of efficiency, effectiveness, and consistency in the Standard Operating Procedure for goods procurement in the purchasing department of The Oberoi Beach Resort, Bali. This research employed a descriptive qualitative approach, with data collected through semi-structured interviews, observation, and documentation. The informants included parties directly involved in procurement activities, namely the Purchasing Manager, Purchasing Supervisor, Purchasing Staff, Receiving Staff, and user departments. Data were analyzed through data reduction, data display, and conclusion drawing and verification. The findings show that the goods procurement SOP has been implemented in a structured manner through Purchase Requisition submission, document approval, Purchase Order issuance, supplier ordering, and goods inspection by the receiving department. The SOP is effective in supporting hotel operational needs and relatively consistent because control stages are maintained even under urgent requests. However, efficiency has not been fully optimized because administrative and approval processes still rely on a manual paper-based system. Other barriers include inventory data input errors, supplier stock limitations, customs constraints, and weather-related distribution disruptions. This study recommends the implementation of e-procurement, stronger interdepartmental coordination, improved inventory data accuracy, and supplier diversification.

This research is motivated by the importance of implementing Standard Operating Procedures (SOP) in speed boat maintenance activities as a supporting facility for ship agency operations at PT. Sinar Pasific. The high intensity of speed boat usage makes the fleet vulnerable to damage if maintenance is not carried out regularly and according to procedures. Based on initial observations, inconsistencies in maintenance implementation, incomplete documentation, and damage to the engine, electrical systems, and hull were still found, which can disrupt company operations. This study aims to determine the implementation of SOPs, the obstacles encountered, and the efforts made to optimize speed boat maintenance at PT. Sinar Pasific. This research was conducted at PT. Sinar Pasific during the author’s Onboard Practical Training (PRADA) from August 2024 to July 2025. The research method used is a descriptive qualitative method. The data sources were obtained through direct field observation, semi-structured interviews with personnel involved in speed boat operations, and documentation studies related to fleet maintenance activities. The results show that the implementation of Standard Operating Procedures (SOP) in speed boat maintenance at PT. Sinar Pasific has been carried out but has not yet run optimally. This is indicated by inconsistent maintenance schedules, lack of supervision, and incomplete maintenance documentation. In addition, several problems were still found, such as damage to the engine, electrical systems, and speed boat hulls, which can hinder company operations. To overcome these obstacles, the company has made efforts by improving discipline in SOP implementation, conducting regular supervision and evaluation, improving maintenance documentation, and increasing technicians’ understanding of the importance of preventive maintenance so that speed boat conditions are maintained and operational activities run smoothly.

Patient trust is a crucial variable in hospital management, determining clinical success, treatment adherence, and institutional loyalty. In the increasingly competitive and digitalized modern healthcare landscape, hospitals face unique challenges stemming from the inherent characteristics of healthcare services. This article presents a systematic literature review exploring the determinants of patient trust through the lens of hospital service characteristics: intangibility, inseparability, variability, and perishability. This study followed the PRISMA protocol and analyzed 150 articles published between 2010 and 2026 from Scopus, Web of Science, and Google Scholar databases. The review results indicate that assurance and empathy are the most significant service quality dimensions in mitigating perceived risk due to intangibility. Meanwhile, the quality of therapeutic communication is a key factor in managing inseparability, and standardization of operational procedures is necessary to address variability. The study also identifies the role of digital technology and the physical environment as "tangible evidence" that strengthens hospital credibility. The managerial implications of this research emphasize the need for organizational culture transformation oriented toward humanitarian values ​​and transparency to rebuild public trust that has eroded in the post-pandemic era.

This study aims to measure the information technology governance capability level at SLB Cendana Rumbai using the COBIT 2019 framework. The study was conducted due to several issues in information technology management, including the absence of structured risk management, the lack of Standard Operating Procedures (SOPs) related to information security, the absence of periodic data backup and recovery mechanisms, and irregular monitoring of system security. This study focuses on the APO12 (Managed Risk) and APO13 (Managed Security) domains, which were selected based on design factor results as the main priorities for information technology management in the school. The research methods employed include observation, interviews, documentation, and questionnaire distribution to relevant stakeholders. The capability level measurement was carried out to determine the current condition of information technology governance (current capability), identify gaps between the current and expected levels, and formulate improvement recommendations. The results indicate that risk management and information security at SLB Cendana Rumbai still require improvement to become more effective, structured, and well-directed. Therefore, improvement recommendations were proposed as guidelines to enhance the quality of information technology governance in supporting the school’s operational activities optimally.  

This study examines the performance of student administrative services in the Society 5.0 era at the Bureau of Academic Affairs, Student Affairs, and Planning of Gorontalo State University, focusing on scholarship services. It addresses the need for accessible, responsive, transparent, inclusive, and student-centered administrative services in higher education. A descriptive qualitative approach was employed through in-depth interviews, participatory observation, and document analysis. Informants included bureau leaders, scholarship and financial aid administrators, operational officers, and students receiving various scholarship schemes. Thematic analysis was conducted through data reduction, data display, and conclusion drawing, while validity was ensured through source triangulation, method triangulation, and member checking. The findings show that accessibility has improved through service counters, websites, social media, WhatsApp, online forms, SIMPEL BAKP, and coordination with faculties and study programs. However, information remains fragmented, digital standard operating procedures are not uniform, and disability-inclusive access is limited. Responsiveness is supported by direct and digital communication, but it lacks a dedicated complaint system, automatic notifications, selection-status dashboards, and real-time disbursement tracking. Service quality is perceived as fairly good because students experience professional, friendly, and fair treatment. Nevertheless, service documentation, procedural standardization, staff training, and humanistic technology integration need strengthening. The study concludes that scholarship administration should be transformed into a centralized, inclusive, responsive, transparent, and student-centered digital-humanistic service model.

This study aims to explore the use of English speaking skills by airline operational staff at Indonesia Air Asia at Juanda International Airport, Surabaya. English plays a crucial role in aviation operations, particularly in ensuring effective communication, maintaining service quality, and supporting operational safety in interactions with international passengers, flight crews, and airport stakeholders. This research employed a descriptive qualitative approach to gain an in-depth understanding of how English is used in real operational contexts and how staff perceive its importance in their daily responsibilities. The data were collected from ten airline operational staff members through semi-structured interviews, direct observations, and document analysis. The data were analyzed thematically following the qualitative data analysis model proposed by Matthew B. Miles, A. Michael Huberman, and Johnny Saldaña. The findings indicate that speaking skills are the most frequently used English skills in daily airline operations, especially when handling passenger inquiries, boarding procedures, and operational coordination. However, several challenges were identified, including difficulties in understanding diverse accents, limited aviation-related vocabulary, grammatical inaccuracies, and a lack of confidence in spontaneous communication. The study concludes that continuous and context-based English training programs are necessary to support airline operational staff in improving their communicative competence, particularly speaking skills relevant to aviation operations and international service standards.

This study aims to evaluate how petty cash management practices contribute to improving operational efficiency at PT Anugerah Langgeng Berkat Abadi. This research focuses on examining the implementation of the petty cash management system, applied procedures, and its impact on the smooth execution of daily operational activities. The study employs a descriptive qualitative approach, with data collected through interviews, direct observation, and documentation during the internship period. The collected data were analyzed systematically to describe the actual condition of petty cash management within the company. The results indicate that PT Anugerah Langgeng Berkat Abadi implements a fluctuating fund system in managing petty cash. Expenditures are initially recorded manually and then re-entered into the company’s internal digital system to maintain control and accountability. Petty cash is used to finance routine and urgent operational needs, such as office stationery, transportation costs, and other short-term expenditures. The company has established standard operating procedures governing the use, recording, and accountability of petty cash. Several challenges were identified, including delays in the disbursement and reimbursement process, which may affect time efficiency. However, overall, the petty cash management system is considered effective in supporting short-term operational needs without disrupting the stability of the company’s main cash. This study concludes that systematic and well-controlled petty cash management plays an important role in the company’s cost efficiency strategy and supports daily operational activities. These findings align with strategic management principles, where appropriate financial decision-making contributes to the achievement of long-term organizational objectives.

This research aims to examine the potential adaptation of Naval military logistics strategies to optimize humanitarian logistics distribution in remote archipelagic regions. Utilizing a descriptive qualitative method with a Systematic Literature Review (SLR) approach of literature from the 2020-2026 period, this study dissects the concept of Sea-Based Logistics through domain, taxonomic, and componential analyses. The findings indicate that military advantages in floating infrastructure and integrated command chains can effectively bypass distribution barriers in areas lacking port facilities. The study concludes by recommending a military-civilian logistics integration model as a strategic solution for national logistics resilience in coastal areas. The effectiveness of this strategic adaptation relies not only on physical operational aspects but also on the synchronization of budgetary policies and the integration of information technology within the supply chain. From a logistics economics perspective, utilizing naval assets as floating bases mitigates the risk of high costs resulting from post-disaster land infrastructure damage. This synergy necessitates the establishment of collaborative Standard Operating Procedures (SOPs) between military and civilian authorities to create a humanitarian logistics ecosystem that is more resilient, transparent, and capable of responding to crisis dynamics in outlying regions in real-time

This community service activity aims to improve the quality of business management at the "Dunia Unggas" egg-laying chicken farming MSME in Malang Regency through the implementation of Total Quality Management (TQM). The main problems faced by partners include an unstructured quality management system, low levels of cage cleanliness, the absence of systematic production records, and suboptimal feed management and disease control. The implementation method uses a participatory approach with stages of diagnostics, intervention planning, program implementation, and monitoring and evaluation. The intervention program focused on the preparation of Standard Operating Procedures (SOPs), improving sanitation and biosecurity, developing a production recording system, optimizing feed management, and increasing disease control capacity. The results of the activity showed improvements in aspects of operational regularity, cage cleanliness, consistency of production records, and partners' understanding of more professional business management. In addition, there was an increase in the quality and stability of egg production. Thus, the implementation of TQM through mentoring has proven effective in increasing operational efficiency and competitiveness of MSMEs in a sustainable manner.

This research is motivated by the importance tank cleaning process on tankers to prevent cargo contamination, maintain cargo quality, and ensure crew safety. MT. Marina Prosperity, a chemical/oil tanker, uses the Butterworth system as the primary method for tank cleaning at every cargo change. However, in practice, technical and operational constraints are still found that affect the results of tank cleaning. The research method used is descriptive qualitative with data collection techniques through direct observation on the ship, interviews with the Chief Officer and Boatswain, and documentation studies in the form of log books and SOPs. Data were analyzed by focusing on three aspects, namely work efficiency, work safety, and operational procedures for using Butterworth. The results show that the use of Butterworth can increase time and energy efficiency compared to manual methods, with an average cleaning time of 2–4 hours per tank depending on the type of cargo. From a safety aspect, Butterworth reduces the need for crew to enter the tank, thereby reducing the risk of exposure to chemicals and hazardous atmospheres. However, work effectiveness and safety are greatly influenced by the condition of the equipment, the stability of water pressure, and the crew's discipline in implementing the SOP. On several occasions, steps such as nozzle cleaning, manual mopping, and safety meetings were not consistently performed, resulting in residual load in certain areas. With routine equipment maintenance, close supervision, and ongoing crew training, Butterworth can be optimized to produce more effective, safe, and standards-compliant tank cleaning process.

Risk management is a crucial aspect of business sustainability, especially for Micro, Small, and Medium Enterprises (MSMEs) in the culinary sector which face various business environment uncertainties. This study aims to analyze the implementation of operational risk management at Warung Ecco Roso Kediri, covering the processes of risk identification, analysis, evaluation, control, and monitoring applied by the business owner. This research employed a qualitative descriptive method with a case study approach, using in-depth interviews and field observation for data collection. The results showed that the implementation of operational risk management at Warung Ecco Roso Kediri has been carried out across all process stages, yet it remains simple, informal, and based on the owner’s experience without systematic documentation. The main identified risks include raw material risks, market demand risks, business competition risks, as well as service and hygiene risks. The control strategies implemented focus on maintaining product quality, operational efficiency, and price adjustment. Although the applied system is not formally structured, these risk management practices are considered effective in maintaining business stability and continuity. This study recommends the development of Standard Operating Procedures (SOPs), risk documentation, and the use of a risk matrix to improve risk management effectiveness in the future.

The tourism industry's rapid growth has intensified competition in the accommodation sector, making human resource (HR) quality a decisive factor in guest house service excellence. This study examines the competitive HR characteristics of Rumah Tamu Romana in Kewapante District, Sikka Regency, based on direct field observation. Five key indicators were assessed: competence, adaptability to change, innovation and creativity, integrity and work ethics, and communication skills. Results indicate that staff demonstrate adequate operational knowledge and consistent adherence to standard operating procedures. However, gaps remain in digital technology adoption, particularly online booking systems. Adaptability is satisfactory, supported by open internal communication. Innovation potential exists in room decoration and independent problem-solving. Integrity and discipline stand out as the strongest indicators, with high attendance and guest privacy protection. Communication skills are effective for domestic guests, with basic English competency for international visitors. The study recommends structured training programs, innovation forums, mentoring, and institutional partnerships to develop more competitive HR capabilities.

The problem of illegal temporary shelters (TPS) is one of the serious environmental issues in Jambi City. Danau Sipin District is the district with the highest number of illegal TPS in Jambi City, namely 13 points. This study aims to determine the performance of the Environmental Management, Supervision and Enforcement Division (P3HL) the Jambi City Environmental Service the productivity aspect of the problem of illegal TPS in Danau Sipin District using the theory of public organization performance by Agus Dwiyanto (2006) with primary focus on productivity indicators. This can be seen from the utilization of various inputs such as human resources consisting of 3 field officers, operational facilities in the form of 1 patrol car, Standard Operating Procedures (SOP) for supervision, as well as clear and easy public reporting mechanisms to produce various outputs in the form of field supervision activities, enforcement of regulations, education and socialization to the public, and follow-up public reports. Although these various activities have been carried out, the limited number of field officers and operational facilities has resulted in the intensity of supervision in the field not being able to be carried out optimally. The conclusion of this study shows that the performance the Environmental Arrangement, Supervision and Law Enforcement Division of the Jambi City Environmental Service in terms of productivity has been running well, but still requires improvement, especially in the addition of human resources and operational facilities so that supervision and enforcement of regulations against illegal TPS can be carried out more optimally.

Drug stockouts in hospitals pose significant risks to service quality, patient safety, and operational efficiency. This study aimed to analyze how drug demand planning and procurement processes at Johar Baru Regional General Hospital contribute to stockout occurrences and to develop data-driven recommendations based on supply chain management principles. A qualitative descriptive design was employed using data triangulation. Data were collected through in-depth interviews with the Head of the Pharmacy Installation, procurement staff, and warehouse pharmacists, complemented by direct observation and analysis of 2024 planning and procurement documents. Thematic analysis was conducted with the support of NVivo software to identify patterns and relationships among key variables, including drug demand planning, procurement, and inventory management.Findings reveal that stockouts stem from interconnected weaknesses in planning accuracy, procurement coordination, and inventory control systems. Effective stock management depends not only on increasing supply but also on improving data quality, integrating inventory information systems with operational workflows, and enhancing cross-functional collaboration. Recommended strategies include implementing a minimum stock alert system integrated with the Hospital Management Information System (HMIS), strengthening standard operating procedures for stockout response and procurement confirmation, improving integration between HMIS, the National Formulary, and budgeting systems, and applying consumption based planning methods combined with ABC VEN analysis to optimize inventory control.

The growth of the culinary industry requires small-scale food businesses to implement effective and efficient operational management. This study analyzes the optimization of operational management at Teen Canteen by examining the use of digital systems, staff performance, the implementation of Standard Operating Procedures (SOP), and operational constraints. A descriptive qualitative approach was employed, with data collected through semi-structured interviews and direct observation. The informant was purposively selected, namely the Head Bar, who is directly involved in daily operational activities. Data analysis was conducted using the Miles and Huberman model. The findings indicate that Teen Canteen’s operational management has not been optimally implemented due to the discontinuation of digital cashier systems, reliance on manual transaction and inventory records, and inconsistent SOP implementation. Although staff performance is generally adequate, issues related to discipline and service responsiveness remain. This study recommends reintroducing digital cashier systems and establishing written SOPs to improve operational effectiveness.

This study aims to analyse the role of the East Java Provincial Transportation Agency in improving the quality of inter-city bus transportation services within the province (AKDP) based on Soekanto's role theory (in Solahudin et al, 2022), which is reviewed using three indicators: regulatory role, service role, and supervisory role. The research employed a qualitative research method with techniques of interviews, observation, and documentation of the Transportation Agency, Organda, PO owners, drivers and conductors, as well as passengers at Bungurasih Terminal. The results of the study show that in terms of regulation, the Transportation Agency has established tariff policies and Minimum Service Standards (SPM), but these have not functioned optimally as operational guidelines, as reflected in the low transparency of tariff information and the varying quality of the fleet. In terms of service, although safety inspection procedures and service facilities are available, the quality of safety, comfort, terminal facilities, as well as access to information and complaint mechanisms have not been consistently felt by users. In terms of supervision, tariff compliance control and SPM implementation remain weak and tend to be tolerant of irregularities. The main findings indicate a serious gap between normative standards and field practices, resulting in standards losing their coercive power as quality guarantors. Therefore, this study recommends strengthening the enforcement of standards in a firm and consistent manner, increasing the transparency of service and tariff information, and conducting supervision that is oriented towards tangible results for the community.

Operational risk management is an essential aspect in maintaining the stability and sustainability of micro-enterprises operating in the culinary sector, particularly in the fast food industry, which relies heavily on production processes, raw material quality, and human resource skills. This study aims to analyze the types of operational risks that arise in the daily operations of the Kebab Capadocia MSME in Boyolali Regency using a qualitative approach through in-depth interviews and field observations. The COSO Enterprise Risk Management (ERM) Framework was used as the primary theoretical foundation to map risks based on five components: risk identification, risk assessment, control activities, information and communication, and monitoring. The results indicate that the business faces four main risk categories: production process risks, human resource risks, food hygiene and safety risks, and raw material distribution risks. Implemented controls are still informal and not supported by standard operating procedures (SOPs), resulting in recurring risks that impact product quality. These findings contribute to the MSME risk management literature and offer practical recommendations for strengthening operational structures based on systematic risk management.

Gender-based and age-based violence targeting women and children continues to pose a serious challenge to human rights protection in Indonesia. As the principal duty bearer, the state bears the obligation to respect, protect, and fulfill victims' rights through effective protection mechanisms, one of which is the Regional Technical Implementation Unit for the Protection of Women and Children (UPTD PPA). This research analyzes the contribution of UPTD PPA Bandung City in fulfilling the human rights of victims of violence against women and children and maps the obstacles encountered in operational service delivery. The study utilizes a juridical-empirical method with a descriptive-analytical approach. Primary data were gathered through in-depth interviews with UPTD PPA Bandung City representatives in November 2025, whereas secondary data were derived from the examination of legal regulations and relevant scholarly literature. Research findings reveal that UPTD PPA Bandung City managed 382 cases in 2025 by providing complaint mechanisms, assessment procedures, legal and psychological support, counseling services, and shelter facilities. These services demonstrate normative compliance with national legislation and human rights principles, particularly concerning protection, rehabilitation, and access to justice. Nevertheless, service delivery encounters several challenges, including insufficient human resources and facilities, underreporting by victims, and suboptimal cross-institutional coordination. Consequently, strengthening institutional capacity, ensuring adequate infrastructure, developing integrated standard operating procedures, and establishing regional regulatory frameworks are essential to guarantee effective and sustained fulfillment of victims' rights.

Operational quality in the oil and gas sector strongly depends on the accuracy of monitoring instruments, such as oxygen analyzers. This study aims to validate the performance of an oxygen analyzer using the Factory Acceptance Test (FAT) procedure conducted by PT JGC Indonesia. The testing methodology involves the use of reference gases at different concentration levels, including nitrogen as the zero gas, to evaluate the linearity and consistency of the analyzer output within the 4-20 mA signal range. In addition, the tests are performed to verify the conformity of the instrument response with the datasheet specifications and applicable FAT procedures. The results show that the analyzer provides accurate measurement data with low deviation and a responsive alarm system under critical conditions. These findings confirm that the instrument meets the required technical standards. Based on the validation results, the oxygen analyzer is considered ready for installation and suitable for operation to support process safety in oil and gas facilities. This achievement confirms that a rigorous validation process is key to ensuring peace and operational safety in the oil and gas industry.

The construction sector is an industry with a high level of work accident risk due to its dynamic and complex work characteristics. This study aims to examine the application of the Occupational Health and Safety (OHS) System and evaluate its effectiveness in mitigating risks at the Health Facility Building Construction Project (Project X) in Fakfak Regency. The research method used is a descriptive-analytical quantitative approach with purposive sampling of 25 respondents, including executors, supervisors, and field workers. Risk analysis was conducted using the Failure Modes and Effects Analysis (FMEA) method by measuring Severity, Occurrence, and Detection parameters to produce a Risk Priority Number (RPN). The results show that RPN values range from 52.35 to 452.30. The highest risk was found in the variable of limited safety signage in hazardous locations (RPN 452.30), which falls into the very high category. Additionally, 10 high-risk variables and 9 medium-risk variables were identified, dominated by technical, operational, and management factors, such as the use of heavy equipment by uncertified operators and weak implementation of Standard Operating Procedures (SOP) and OHS audits. This study concludes that the application of OHS in Project X is still reactive and requires strengthening risk-based safety management systems as well as improving workforce competence to achieve zero accident conditions.