THE ANALYSIS AND IMPROVEMENT OF BUSINESS PROCESS BY USING BUSINESS PROCESS MODELLING NOTATION (BPMN) AT PT FASTRONIC MAKMUR SENTOSA (A CASE STUDY OF AN INDONESIAN TELECOMMUNICATION COMPANY)

• Main Author: Permata Putri Purwanto, Elvina
• Format: Final Project
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/73543
• Institution: Institut Teknologi Bandung

The usage of internet cellular data is essential for accessing related smartphone applications, such as social media. Indonesia is the eighth country with the highest usage of internet cellular data in the first quarter of 2021. This usage has been increasing due to the Covid-19 pandemic, with an increase of 3.7%. This means the telecommunication industry is growing. Regarding these facts, every huge telecommunication company in Indonesia has authorized dealers in every region to help the company in distributing the products. PT FMS is one of the authorized dealers of PT Smartfren Telecom Tbk for the Semarang area where this research is conducted. Established in 2004, the company started with selling phone credit balance and decided to be an authorized dealer of Smartfren in 2014. For daily business activity, there is already a software system for tracking every activity, but the system is not fully integrated between each other. However, PT FMS has not yet created a written business process, which is an important role in the business itself. Business process modeling is used to understand the key mechanism of an existing business, create appropriate information systems, improve the current business structure and operation, show the structure of an innovative business, identify outsourcing opportunities, and facilitate the alignment of business specifications with the technical framework. In this case, PT FMS needs to create a written business process as a form of visualization based on the existing business process. Additionally, the company needs to review and evaluate the business process to make it more efficient and effective. In conducting this research, the author uses Business Process Management (BPM) concept by analyzing the existing process and creating improvement. Additionally, it is adaptable in that it makes use of a modeler in an easily modifiable visual. There are five BPM phases that are followed by the author, starting with organizing a process redesign, reviewing the current process, creating a new process, developing resources for the new process, and monitoring the implementation of the new process. The author conducted numerous interviews with PT FMS employees and office observations in order to simulate the present business process. The author also uses the Business Process Modelling Notation (BPMN) approach for developing the visualization of the business process. This research mainly focuses on the company’s distribution process by evaluating the current business process and creating the improvement by using the five BPM phases and BPMN as the tools. For gathering data, the author will conduct interviews, do a direct office observation, and utilize the company’s documents. The analysis explains the problems by evaluating from the created BPMN of the current business process. Thus, the proposed solutions are by creating the written and improved business process by using BPMN, renewing the regulation, and initiating a new fully integrated software system to make the business process become more efficient and effective.