Operations Management Strategies for Improving Service Quality in Coffee Training Institutions in Indonesia

Abstract

This study analyzes the operations management strategies implemented by Indonesia Coffee Academy in improving the quality of its professional coffee training services. The study is based on the high-contact nature of training services, where service quality is strongly influenced by direct interaction between trainers, participants, and supporting operational systems. This research uses a qualitative case study approach. Data were collected through a semi-structured interview with an internal representative of Indonesia Coffee Academy, document analysis, and digital observation of the institution’s official platforms. The data were analyzed using thematic analysis by connecting empirical findings with theories of service operations management, service quality, service design, and continuous improvement. The results show that service quality at Indonesia Coffee Academy is shaped by several key operational elements, including participant consultation, module-based SOP, flexible scheduling, class capacity adjustment, trainer competence, internal coordination, and participant feedback mechanisms. Regular classes are kept smaller to maintain hands-on practice quality, while short courses allow higher participant capacity depending on the class format. The managerial implication of this study highlights that professional training institutions need to strengthen their overall operational system, not only focus on curriculum quality or promotional activities.