Perbaikan Proses Bisnis Perusahaan Jasa Catering dan Penginapan Menggunakan Metode Business Process Improvement (BPI) serta Product Based Design (PBD)

Abstract

PT Wanita Sejuta Aksi is a service company operating in the catering and accommodation sectors. As the company has grown, its business processes have continued to rely on multiple communication channels, including WhatsApp, mobile applications, and the company website, resulting in fragmented processes, manual communication, and a high dependency on the Chief Executive Officer (CEO) in managing daily operations. These conditions have reduced the effectiveness and efficiency of the company's business processes. This study aims to analyze the existing business processes, identify the root causes of process inefficiencies, develop proposed business process improvements using the Business Process Improvement (BPI) method, and design a system interface recommendation using the Product-Based Design (PBD) approach. This research employed a qualitative method using data collected through interviews and observations. The data were analyzed using NVivo and modeled using Business Process Model and Notation (BPMN). Root cause analysis was conducted using the 5 Whys method, while the proposed business processes were evaluated through Bizagi simulation. The Continuous Improvement phase applied the Product-Based Design (PBD) approach to develop a website mockup. The results indicate that the As-Is business processes consist of 18 major processes that are still dominated by manual activities, lack standardized procedures, and are not yet integrated. The 5 Whys analysis revealed that the primary cause of process inefficiency is the absence of business process standardization and comprehensive process redesign. The implementation of the BPI method produced a To-Be business process model that integrates ordering and cancellation services through the company website, significantly reducing process completion time based on the Bizagi simulation results. Furthermore, the PBD approach produced a mobile-first website mockup that received positive evaluations from 44 respondents and was considered suitable as a foundation for future system development.