Febny, Rezki Nuralia (2024) ANALISIS RISIKO PROSES PEMBUKAAN REKENING TABUNGAN DI BRANCH DELIVERY SYSTEM (BDS) DENGAN MENGGUNAKAN METODE FAILURE MODE AND EFFECT ANALYSIS (FMEA) (STUDI KASUS SISTEM BDS DI PT BANK XYZ). Tugas Akhir (S1) - thesis, Universitas Bakrie.
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Abstract
The process of opening a savings account is a crucial initial step where new customers are entered into the bank’s system, encompassing stages of information collection, Identity verification, and account setup. The efficiency of this process has a direct impact on customer experience and satisfaction, influencing both customer retention and acquisition. The Branch Delivery System (New BDS), developed by Bank XYZ, aims to enhance this process by integrating banking operations into a unified online platform, enabling customers to perform financial and non-financial transactions seamlessly at the branch. This research investigates the potential risks associated with the savings account opening process within the BDS, employing Failure Modes and Effects Analysis (FMEA) to evaluate and prioritize these risks. The study examines six key activities within the process to determine the Risk Priority Numbers (RPNs) and assess the effectiveness of proposed risk mitigation strategies. FMEA results identify the OCR ID card verification process with unexpected failure modes as having the highest risk, reflected by the highest RPN of 480, which constitutes 32% of the total risk exposure in the process. The OCR ID card verification with expected failure modes follows, with an average RPN of 315, accounting for 21% of the risk. Additionally, the sanction list identification process has an average RPN of 224, representing 15% of the risk. Document storage in the system is identified as the lowest risk activity, with an average RPN of 96. Based on these findings, the study recommends specific mitigation measures to address identified risks. Notably, manual verification of ID cards using the Dukcapil portal is advised to ensure the accuracy of the verification process. If the verification is successful, the process may proceed. Customers should also be guided to replace their physical ID cards and update their information in Dukcapil to confirm their authenticity and minimize the risk of fraud.
| Item Type: | Thesis (Tugas Akhir (S1) - ) |
|---|---|
| Uncontrolled Keywords: | Savings Account Opening, Branch Delivery System (BDS), Risk Management, Bank, FMEA, Risk Priority Number (RPN) |
| Subjects: | Finance > Bank and Banking Industrial & Manufacturing Engineering > Operation Risk Analysis Industrial & Manufacturing Engineering > Service Industry Thesis > Thesis (S1) |
| Divisions: | Fakultas Teknik dan Ilmu Komputer > Program Studi Teknik Industri |
| Depositing User: | Rezki Nuralia Febny |
| Date Deposited: | 11 Sep 2024 03:52 |
| Last Modified: | 11 Sep 2024 03:52 |
| URI: | https://repository.bakrie.ac.id/id/eprint/10702 |
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