ANALYZING SERVICE PROCESS EFFICIENCY AND TECHNOLOGY USE IN PHOMO PHOTOBOOTH OPERATIONS

Abstract

This study aims to analyze the operational performance of PHOMO’s photobooth service from an operations management perspective, focusing on queue management, capacity, and service quality aspects. The method used is a descriptive quantitative approach through direct observation of approximately 30 service transactions using time study and process observation techniques. The main variables analyzed include arrival rate, service rate, waiting time, utilization, system capacity, as well as quality indicators such as defect rate and reliability. The results indicate that the operational performance is relatively efficient but approaching its optimal capacity limit. The average total flow time was recorded at 25.5 minutes, with the main bottlenecks occurring during the photo session and assembly stages. Although the service quality is considered stable with a low operational defect rate, variability in customer behavior was found to affect process efficiency. The implications of this study highlight the importance of capacity optimization and process standardization to reduce variability and improve the overall customer experience.