ANALISIS PROSES KLAIM ASURANSI KENDARAAN BERMOTOR MENGGUNAKAN VALUE STREAM MAPPING DI PT ASURANSI JASARAHARJA PUTERA

I Made Balik Yudana, . (2025) ANALISIS PROSES KLAIM ASURANSI KENDARAAN BERMOTOR MENGGUNAKAN VALUE STREAM MAPPING DI PT ASURANSI JASARAHARJA PUTERA. Tesis thesis, Universitas Pembangunan Nasional Veteran Jakarta.

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Abstract

This study analyzes the motor vehicle insurance claim process at PT Asuransi Jasaraharja Putera (JRP) using Lean Management through the Value Stream Mapping (VSM) method. The current process is inefficient, exceeding the 14-working-day SLA with an average completion time of 86 days. Data were collected through observations, interviews, and document analysis in several branch offices. Using seven VSM toolsincluding Process Activity Mapping (PAM), Quality Filter Mapping (QFM), and Decision Point Analysis (DPA)—the study identified that 46% of activities are non-value-added (NVA). Major wastes include duplicated data entry, delayed SPK approvals, and physical document handling. A Future State Map (FSM) was designed, proposing digital integration between SurveyNet, Mantle, and Care systems, automation for low-value claims, and real-time SLA monitoring dashboards. Root cause analysis using the Fishbone method revealed key contributing factors: people, methods, machines, materials, environment, and measurement. The proposed implementation plan includes three phases: system consolidation, pilot testing, and national rollout. Strategically, FSM adoption is expected to improve service level compliance, operational efficiency, and customer satisfaction while supporting the company’s digital transformation goals. Keywords: Lean Management, Value Stream Mapping, Insurance Claim Process, Service Level Agreement, Process Digitalization

Item Type: Thesis (Tesis)
Additional Information: [No. Panggil : 2310121035] [Pembimbing : Febriana Wurjaningrum] [Penguji 1 : Iwan Kresna Setiadi] [Penguji 2: Taufiq Hidayat]
Uncontrolled Keywords: Lean Management, Value Stream Mapping, Insurance Claim Process, Service Level Agreement, Process Digitalization
Subjects: H Social Sciences > HB Economic Theory
Divisions: Fakultas Ekonomi dan Bisnis > Program Studi Manajemen (S2)
Depositing User: I MADE BALIK YUDANA
Date Deposited: 25 Aug 2025 02:29
Last Modified: 25 Aug 2025 03:10
URI: http://repository.upnvj.ac.id/id/eprint/38407

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