Upaya Penyusunan SOP (Standard Operating Procedure) pada Praktik Pelayanan di UMKM Capcin Mbanana

MSME Capcin Mbanana is one of the many businesses engaged in the culinary industry. To survive in industrial competition, apart from paying attention to product quality, service quality needs to be prioritized to attract consumer interest. This study aims to find out how the practice of customer service in the sales process and to find out how the arrangement of work standards that can be applied in MSME Capcin Mbanana. The research design used is descriptive research with qualitative data analysis and data collection using interview and observation techniques. The results of the study indicate that there is no standardization of service practices in Capcin Mbanana MSMEs and service practices that are not in accordance with the concept of excellent service. The solution provided is in the form of a draft SOP (Standard Operating Procedure) in the form of narratives and flowcharts that have been prepared in accordance with the concept of excellent service that is in line with the values that business owners want to implement. Keywords: Composing, Standardization, SOP, Customer Service