IMPROVING NEW PRODUCT DEVELOPMENT’S PROCESS IN WHOLESALE TRANSACTION BANKING BETAPEN USING SYSTEMIC DESIGN

• Main Author: Puspawati Hasim, Mega
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/63609
• Institution: Institut Teknologi Bandung

The Covid-19 pandemic has demanded banking institutions to respond in ways beyond previous unimaginable. Banks need to ensure that there are no operational disruptions, engage in collaboration within internal institution, other banks and the government. The pandemic gave rise to a remarkable acceleration in bank operations that demanded increased speed, alignment, and performance. BETAPEN has been merging with MITSUO for three years. However, the hope to fully integrate the needs of the wholesale banking segment with a variety of products particularly is still below the target. Based on data from early 2020, the growth of savings and loans at BETAPEN tends to decline. On the other hand, the Economy and Banking sector in Q2 2021 as measured by Gross Domestic Product (GDP) performed well. The purpose of this research is to identify BETAPEN wholesale transaction banking regarding the current wholesale transaction banking product development process, improve wholesale transaction banking new product development process and implement the improved wholesale transaction banking new product development process. Examining these problems, the author uses a systematic design method with four main processes, namely inquiring, framing, generating, and reflecting. Primary data collection for this final project was carried out using qualitative methods. The results of the study found that the current wholesale transaction banking product development process is still not optimal, this is due to the lack of channel integration, software system development methods that have limited capacity and lack of involvement with customers. Researchers have three recommendations to improve the new product development process, the first is creating new product idea generation by compelling a customer experience vision, eliminating internal silos, setting indicators to measure success, increasing product value for customers by implementing an open banking system, implementing agile software system in developing products, creating customer engagement by lead user.