BUSINESS PROCESS IMPROVEMENT FOR INBOUND AND OUTBOUND BUSINESS PROCESS AT PT TOKOPEDIA'S FULFILLMENT DIVISION

• Main Author: Muhammad, Abdon
• Format: Final Project
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/49131
• Institution: Institut Teknologi Bandung

Tokopedia is an Indonesian technology company with a mission to achieve digital economic equality. Tokopedia sees a new business opportunity by launching a fulfillment service. However, the fulfillment service has a problem that the level of canceled orders increases as the number of orders increases, and the level of inbound orders that exceeds the time limit is classified as high. This problem is caused by business processes that have not been standardized. Therefore, Tokopedia requires business process improvement with business process improvement which is expected to improve service fulfillment services. Business process improvement using a model-based methodology and integrated process improvement. Based on the results of the self-assessment strategy questionnaire, the organizational strategy determined was operational excellence. Understanding the process is done by direct observation and stakeholder interviews. Mapping business processes is carried out with a process classification framework for analysis in benchmarking best practices, value added assessments and cross functional flowcharts are used to map the activities of each individual or group. Based on the results of value added assessments conducted together with senior lead fulfillment, business process performance consists of 36.56% real value added processes, 6.45% business value added processes, and 56.99% non value added processes. Improvement of business processes by systematic reengineering resulted in 4 proposed improvements in the form of project charter, with development on warehouse management system and procuring mobile device, portable printer, censored conveyored, and forklift.