Business Process Improvement Using Service Blueprint Method on Sharia Account Opening PT Bank Syariah XYZ

This paper describes how the Service Blueprint method can be used to improve the business process of Sharia account opening in PT Bank Syariah XYZ. In this era of connectivity and digitalization, customers do not want to be faced with the complicated process, including a process in account opening. By using the Service Blueprint method, we can sort out which activities provide non-value added, identify potential service failures and risk of excessive wait. This paper proposes a new service design that can eliminate non-valued added activities, reduce the number of service failures and reduce cycle time, so it can increase productivity and customer satisfaction. By using qualitative and quantitative research methods through indepth interview with Bank Officials and survey to 403 repondents, it can be known which activities are bottlenecks and potentially lead to service failure. Based on this, the authors propose a new service design using digitalization with regard to customer preferences in opening accounts. Beside reducing time delivery in opening account, this new design also has an impact on cost reduction.