The Analysis and Improvement of Business Process at PT FMS (A Case Study of an Indonesian Telecommunication Company)

Abstract

Regarding the increase in telecommunication industry growth, 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 in Semarang where this research is limited to this company. For daily business activity, there is already a software system for tracking every activity, but the system is not fully integrated between each other. Furthermore, PT FMS has not yet created a written business process, which is an important role in the business itself. 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 audited company’s financial report 2021. The analysis explains that the root cause of the issues is that there is no written business process. Thus, the proposed solutions are by creating the written and improved business process by using BPMN and initiating a new fully integrated software system to make the business process become more efficient and effective.