A PROPOSED MEASUREMENT MODEL FOR ENHANCING STRATEGIC BUSINESS TRANSFORMATION PERFORMANCE

• Main Author: Fajaruddin, Arif
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/83988
• Institution: Institut Teknologi Bandung

This study was conducted at PT. TELCO, a significant digital telecommunications business in Indonesia, motivated by the need to address weak profit growth and intense rival activity. These difficulties immediately undermine the company's aim to change and provide dependable and innovative business services that improve customer experiences and revenue. The study is focused on creating a strategic measurement model that will improve the performance of business transformation. Qualitative data were collected using a mixed-methods approach. In-depth interviews were conducted with 7 key individuals and focus group discussions were held with 6 participants. Surveys of 100 internal workers and 100 external stakeholders were used to get quantitative data. This whole method promises an understanding of the factors that affect the effectiveness of transformation. Some important findings that affect the success of transformation efforts were found in the study. First, it was emphasized how important it is to take a progressdriven approach, which includes regular checks to make sure that the progress is in line with strategic goals. Also, there was a big hole in the organization's skills; employees didn't have the training and support they needed to drive change successfully. Stakeholder engagement was another critical issue, both internal and external stakeholders were not inline from the transformation process, resulting in a lack of buy-in and collaboration. Lastly, it was hard to keep track of progress and make smart choices because there weren't any clear, measurable Key Performance Indicators (KPIs). To address these concerns, the study makes many actionable recommendations. Effective and efficient utilization of resources in pursuit of strategic goals is possible through the application of an efficient management system to the process of allocating such resources. Investing in regular training programs will help the organization build the essential skills and capacities. Facilitating stakeholder communication and collaboration will increase engagement. Define key measures and regular review processes will simplify progress tracking and decision-making. For better transformation measurement, PT. TELCO could implement this recommendation. PT. TELCO can significantly improve transformation measurement, leading to increased financial profits, enhanced customer satisfaction, and a stronger competitive position in the telecommunications industry