Penguatan Tata Kelola Surtini Catering Rantangan melalui Pendampingan Kontrak Usaha dan SOP Layanan Konsumen
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Abstract
Surtini Catering Rantangan menghadapi keterbatasan tata kelola berupa ketiadaan kontrak tertulis dan SOP layanan konsumen. Pengabdian ini bertujuan memperkuat tata kelola melalui pendampingan kontrak usaha dan standardisasi pelayanan. Kegiatan melibatkan lima orang mitra di Kelurahan Namo Gajah, Kota Medan, melalui observasi, identifikasi kebutuhan, penyusunan dokumen bersama, pelatihan, simulasi, serta monitoring dan evaluasi. Evaluasi menggunakan pre-test, post-test, dan checklist penerapan. Luaran berupa dua template kontrak, yaitu kontrak pelanggan dan pemasok, serta SOP penerimaan pesanan, produksi, pengiriman, dan penanganan keluhan. Rata-rata skor pemahaman meningkat dari 67,4% menjadi 94,0%, atau 26,6 poin persentase. Sembilan dari dua belas aspek monitoring mulai diterapkan. Dokumentasi pengiriman, pencatatan keluhan, dan evaluasi berkala masih memerlukan penguatan. Pendampingan mendukung peningkatan kapasitas mitra dan penerapan awal tata kelola yang lebih terdokumentasi.
Surtini Catering Rantangan lacked written business contracts and customer service standard operating procedures (SOPs). This community service program aimed to strengthen business governance through contract assistance and service standardization. Five partner participants in Namo Gajah, Medan, were involved in observation, needs assessment, collaborative document development, training, simulation, monitoring, and evaluation. Assessment used pre-tests, post-tests, and an implementation checklist. Outputs comprised customer and supplier contract templates and SOPs covering order acceptance, production, delivery, and complaint handling. The average understanding score increased from 67.4% to 94.0%, a gain of 26.6 percentage points. Nine of twelve monitored aspects had begun to be implemented. Delivery documentation, complaint recording, and periodic evaluation required further improvement. The program supported partner capacity development and initial adoption of documented governance practices.
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