Analisa Manajemen Operasional dalam Meningkatkan Produktivitas dan Keunggulan pada Agen Perjalanan Umroh PT. Cemerlang Hajar Aswad (Chatour) Gresik

Royah Royah; Nuryadi Nuryadi; Nur Farida; Komarun Zaman; Denny Astanto

doi:10.61132/manuhara.v4i3.2687

Authors

Royah Royah Sekolah Tinggi Ilmu Ekonomi Pemuda
Nuryadi Nuryadi Sekolah Tinggi Ilmu Ekonomi Pemuda
Nur Farida Sekolah Tinggi Ilmu Ekonomi Pemuda
Komarun Zaman Sekolah Tinggi Ilmu Ekonomi Pemuda
Denny Astanto Sekolah Tinggi Ilmu Ekonomi Pemuda

DOI:

https://doi.org/10.61132/manuhara.v4i3.2687

Keywords:

Competitive Advantage, Human Resources, Operational Management, Productivity, Umrah Services

Abstract

This study aims to analyze the implementation of operational management in improving productivity and competitive advantage at PT. Cemerlang Hajar Aswad (Chatour) Gresik, an Umrah travel agency. Operational management plays a crucial role in managing organizational resources, optimizing business processes, and improving service quality for pilgrims. This research employed a qualitative approach with a descriptive method. Data were collected through observation, interviews, and documentation of the company's operational activities. The findings indicate that a well-structured operational management system involving planning, organizing, implementation, and supervision enhances service efficiency, accelerates administrative processes, and strengthens coordination among departments. Furthermore, the utilization of information technology, continuous human resource development, and the implementation of consistent service standards have contributed significantly to increasing employee productivity and customer satisfaction. The company's competitive advantage is also supported by its ability to provide responsive, transparent, and customer-oriented services, enabling it to compete effectively in the increasingly competitive Umrah travel industry. Therefore, effective operational management serves as a strategic factor in improving productivity while creating sustainable competitive advantages for PT. Cemerlang Hajar Aswad (Chatour) Gresik.

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