RANCANGAN PERBAIKAN PROSES BISNIS PENGAJUAN KREDIT DI BANK TABUNGAN NEGARA (BTN) MENGGUNAKAN METODE BUSINESS PROCESS IMPROVEMENT

• Main Author: Firaz Razan, Muhammad
• Format: Final Project
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/80603
• Institution: Institut Teknologi Bandung

Bank Tabungan Negara (BTN) is one of the state-owned enterprises engaged in banking. The main of BTN’s business is loan product. There are two types of loan in BTN, consumer loans and commercial loans. Based on interviews, the duration of the application process for consumer loans is five working days, which is longer than the competitors. After further investigation, this problem was caused by bureaucratic and non-value added activities. Therefore, this research was conducted with the aim of providing a business process improvement design for credit applications at BTN that can increase the proportion of value added activities so as to reduce the duration of the loan application process. This research uses business process improvement (BPI) from Harrington (1991) which is one of the methods for business process improvement. The first stage is organizing for improvement by determining the object, limits, and assumptions of the research. Then the understanding the process stage is carried out by conducting a literature study of company documents, interviews for process description, process mapping, and evaluation. Next, streamlining is done by evaluating duplication, bureaucracy, automation, and value added assessment. Then, mapping is done for the proposed business process and value-added assessment is carried out as well as measuring the estimated duration for comparison with the proposed business process. The results showed that the proportion of value-added activities of the six processes analyzed were 67%, 27%, 53%, 25%, 55%, and 60%, respectively. There are several activities that can be evaluated for bureaucracy, duplication, and automation as well as value-added assessments to provide suggestions for improvement. The proposed improvements were then used for the design of the proposed business process and the proportion of value-added activities for the analyzed process became 71%, 50%, 73%, 46%, 64%, and 53% respectively and there was a decrease in the number of activities. In addition, the results of the measurement of the estimated duration of applying for consumer credit were also reduced to four working days.