Sutisna, Andika Cahya (2026) Rancang Ulang Proses Bisnis Pengumpulan Dokumen Pendukung Penagihan pada Area Pelanggan Eksternal di PT XYZ dengan Metode Heuristic Redesign. Other thesis, Institut Teknologi Sepuluh Nopember.
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Abstract
Latar Belakang: PT XYZ sebagai perusahaan maintenance, repair, and overhaul (MRO) pesawat memiliki proses bisnis penagihan yang krusial terhadap alur kas perusahaan. Namun, dalam pelaksanaannya masih terdapat inefisiensi yang disebabkan oleh kombinasi sistem manual dan digital yang belum terstruktur. Permasalahan utama terjadi pada proses pengumpulan dokumen pendukung penagihan, khususnya pada area pelanggan eksternal, yang melibatkan koordinasi antara divisi produksi dan divisi terkait lainnya. Keterbatasan sistem seperti tidak adanya integrasi dua arah antara project control system (PCS) dan enterprise resource planning (ERP) serta alur kerja yang tidak terstandarisasi menyebabkan terjadinya keterlambatan dalam proses penagihan. Permasalahan: Proses pengumpulan dokumen pendukung penagihan mengalami hambatan berupa keterlambatan waktu siklus yang lebih lama dibandingkan aktivitas penagihan lainnya. Hal ini disebabkan oleh faktor sistem, proses, dan sumber daya manusia, seperti kebutuhan input data berulang, alur proses yang tidak berurutan, serta human error dalam pengolahan dokumen. Tujuan: Penelitian ini bertujuan untuk mengevaluasi standard operating procedure (SOP), sistem, dan alur proses pada proses pengumpulan dokumen pendukung penagihan serta merancang ulang proses bisnis guna mempersingkat waktu siklus. Metode: Penelitian dilakukan dengan pendekatan Business Process Management yang meliputi tahap penemuan proses, analisis proses, dan rancang ulang proses. Penemuan proses dilakukan dengan ekstraksi event log dari sistem ERP dan analisis Process Mining untuk membuat proses as-is. Selanjutnya dilakukan analisis kualitatif dengan value-added analysis, root cause analysis, dan effort impact analysis untuk mengidentifikasi hambatan dan akar penyebabnya. Berdasarkan hasil analisis, dilakukan rancang ulang proses dengan metode Heuristic Redesign untuk membuat proses to-be. Hasil: Hasil penelitian menunjukkan bahwa inefisiensi proses disebabkan oleh proses koordinasi dan persetujuan pekerjaan tambahan yang memerlukan waktu lebih lama, permasalahan alur produksi yang tertunda karena temuan kerusakan, permasalahan pengecekan dirty fingerprint (DFP) dan material pada area pelanggan eksternal karena urutan prioritas pengecekan, dan permasalahan fungsionalitas sistem enterprise resource planning (ERP) dan project control system (PCS). Tugas akhir ini mengusulkan perancangan ulang dengan menerapkan tujuh heuristik yakni antarmuka, komposisi aktivitas, otomatisasi aktivitas, pengurutan ulang, pengurangan kontak, paralelisasi, dan tim pelanggan. Solusi yang dirancang meliputi penggabungan aktivitas pada proses bisnis, membuat usulan konfigurasi fungsi project control system (PCS) pada permasalahan terkait melalui antarmuka sistem, mengubah urutan proses produksi, membuat tim pengecekan komponen berdasarkan area pelanggan, dan mengubah urutan proses pengecekan dirty fingerprint (DFP). Model to-be yang dihasilkan terverifikasi tidak ada error secara sintaksis, terbukti dapat meminimalisir waktu siklus berdasarkan simulasi proses, dan tervalidasi layak implementasi oleh pemangku kepentingan PT XYZ. Manfaat: Penelitian ini memberikan manfaat teoretis berupa keterbaruan penelitian mengenai rancang ulang proses bisnis dengan metode heuristic redesign pada industri maintenance, repair, and overhaul (MRO). Secara praktis, penelitian ini menghasilkan rekomendasi rancang ulang beserta model proses bisnis to-be untuk meningkatkan efektivitas proses pengumpulan dokumen pendukung penagihan pada pelanggan eksternal.
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Background: PT XYZ, as an aircraft maintenance, repair, and overhaul (MRO) company, has a billing business process that is critical to the company’s cash flow. However, in practice, inefficiencies still exist due to the combination of unstructured manual and digital systems. The main issue occurs in the process of collecting supporting billing documents, particularly in the external customer area, which involves coordination between the production division and other related divisions. System limitations, such as the lack of two-way integration between PCS and ERP, as well as unstandardized workflows, lead to delays in the billing process. Problem: The process of collecting supporting billing documents experiences obstacles in the form of longer cycle times compared to other billing activities. This is caused by system, process, and human resource factors, such as repeated data input requirements, unstructured process flows, and human errors in document handling. Objective: This study aims to evaluate the standard operating procedures, systems, and process flows in the supporting billing document collection process and to redesign the business process in order to reduce cycle time. Method: The study is conducted using a Business Process Management approach, which includes process discovery, process analysis, and process redesign stages. Process discovery is carried out by extracting event logs from the enterprise resource planning (ERP) system and applying Process Mining to develop the as-is process model. Subsequently, qualitative analysis is performed using value-added analysis, root cause analysis, and effort impact analysis to identify process bottlenecks. Based on the analysis results, process redesign is conducted using the Heuristic Redesign method to produce the to-be process model. Results: The results show that process inefficiencies are caused by coordination and approval activities for additional work that require longer time, delays in production flow due to damage findings, issues in checking dirty fingerprint (DFP) and materials in the external customer area due to prioritization order, and limitations in enterprise resource planning (ERP) and project control system (PCS) system functionalities. This study proposes a redesign by applying seven heuristics, namely interface improvement, activity composition, activity automation, resequencing, contact reduction, parallelism, and customer teams. The proposed solutions include merging activities within the business process, proposing project control systems (PCS) system function configurations through interface improvements, changing the sequence of production processes, forming component inspection teams based on customer areas, and modifying the sequence of dirty fingerprint (DFP) inspection processes. The resulting to-be model is syntactically verified to be error-free, proven to reduce cycle time based on process simulation, and validated as feasible for implementation by the process owner, namely the Business Process and Strategic Resources Division of PT XYZ. Benefits: This study provides theoretical contributions through the novelty of business process redesign research using the heuristic redesign method in the maintenance, repair, and overhaul (MRO) industry. Practically, this study produces redesign recommendations along with a to-be business process model to improve the effectiveness of the supporting billing document collection process for external customers.
| Item Type: | Thesis (Other) |
|---|---|
| Uncontrolled Keywords: | Rancang Ulang, Proses Bisnis, Penagihan, BPMN, Heuristic Redesign, Redesign, Business Process, Billing, BPMN, Heuristic Redesign |
| Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD58.87 Reengineering (Management) Business process |
| Divisions: | Faculty of Intelligent Electrical and Informatics Technology (ELECTICS) > Information System > 57201-(S1) Undergraduate Thesis |
| Depositing User: | Andika Cahya Sutisna |
| Date Deposited: | 16 Jul 2026 02:56 |
| Last Modified: | 16 Jul 2026 02:56 |
| URI: | http://repository.its.ac.id/id/eprint/135076 |
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