AN AGILE PROPOSAL FOR ENHANCING SALES PROCESS AND CUSTOMER EXPERIENCE AT PT AURORA NETWORKS INDONESIA

• Main Author: Wahyudi, Doni
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/77841
• Institution: Institut Teknologi Bandung

This thesis proposes an Agile model to enhance the sales process and customer experience at PT Aurora Networks Indonesia in the face of a fast-paced, technology-driven environment. Agile methodologies, noted for their iterative, customer-centric, and collaborative nature, serve as the recommended solution. The theoretical framework combines Value Stream Mapping (VSM) to delineate value and non-value-adding processes, SWOT analysis for organizational introspection, and Porter's Five Forces to evaluate the competitive edge of the proposed model. The insights from these analyses inform a business solution formulated via the TOWS strategy tool. The implementation phase is managed using a change management model to ensure a smooth transition. Using a qualitative research approach, data is sourced from interviews with eight key stakeholders and internal sales process documents. The data analysis is guided by rigorous principles from recognized qualitative research methodologies. The findings highlight inefficiencies in the current model, like multiple approval gates and over-reliance on specific roles. The SWOT analysis identifies rigidities in the TRICORN model and opportunities for enhancement through Agile practices and digital transformation. Porter's Five Forces analysis underscores the competitive advantage inherent in Agile adoption. The solution proposed remaps the existing sales process and milestones into Agile’ s epics and user stories. TRICORN model roles are adapted to fit Scrum roles, making the sales process more flexible and responsive. The implementation of this combined model follows a comprehensive change management plan. This thesis offers valuable insights for academia and business practitioners, showcasing the potential benefits of incorporating Agile methodologies into the sales process. The proposed framework serves as a guide for organizations aiming to boost collaboration, streamline processes, and improve sales outcomes, augmenting their competitive edge in the dynamic business landscape.