Analisis Tingkat Kematangan Business Process Management (BPM) Menggunakan Multi-perspective BPM Capability Model pada Usaha Bakery

Abstract

Digital transformation drives micro, small, and medium enterprises (MSMEs) to optimize their business processes to maintain competitiveness. DKM Cakes & Cookies faces operational issues, specifically a gap between formal Standard Operating Procedures (SOPs) and field execution caused by the fragmentation of unintegrated digital platforms. This study aims to measure the Business Process Management (BPM) maturity level, analyze the value of organizational capability dimensions, determine the priority of capabilities to be developed, and formulate business process improvement strategies for DKM Cakes & Cookies. The research method employed is a mixed-method approach with an explanatory sequential design. Quantitative data collection was conducted via a Likert-scale questionnaire administered to 8 key respondents to evaluate 5 dimensions of the Multi-Perspective BPM Capability Model. Qualitative data were gathered through in-depth interviews with 4 participants and analyzed using NVivo software. Furthermore, the Analytic Hierarchy Process (AHP) method was applied based on the owner's expert judgment to determine the relative importance between dimensions as a foundation for improvement priorities. The results reveal that the overall BPM maturity level of DKM Cakes & Cookies stands at Level 3 (Managed) with an average score of 2.728. The highest score was achieved by the Organization & Governance dimension (3.025), while the lowest was Technology & Tools (2.25). Based on the AHP analysis, the Communication & Collaboration dimension ranks as the top priority with a weight of 37.94%, followed by Skills & Methods at 34.86%, whereas Technology & Tools is placed last at 6.45%. In conclusion, the strategic recommendations are structured hierarchically, focusing primarily on automating order data integration via a thirdparty platform between CRM/POS and Trello boards to mitigate human error, alongside standardizing work methods using visual cheat sheets to shift troubleshooting patterns from reactive to preventive.