Telkom Indonesia's Daily Reporting Business Process Reengineering Using Throughput Efficiency
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Abstract
This study aims to evaluate and redesign operational business processes in the Area Network Division (Arnet) of PT Telkom Indonesia, Malang region, using the Business Process Reengineering (BPR) approach. Four processes were analyzed: daily reporting, equipment maintenance, module troubleshooting, and device installation. Process mapping was conducted using the American Society of Mechanical Engineers (ASME) standard to classify activities, and process performance was measured using throughput efficiency, defined as the ratio of value-added activity time to total cycle time. The results indicate that the daily reporting process had the lowest efficiency at 15.82% with a total cycle time of 158 minutes, while the maintenance process achieved 77.9% efficiency with a total cycle time of 136 minutes. Based on BPR principles, redesign efforts were focused on processes with significant inefficiencies, namely daily reporting and maintenance. The reporting process was redesigned through a Telegram Bot based automation mechanism, reducing total cycle time to 20 minutes and increasing efficiency to 75% (an improvement of 59.18%). Meanwhile, the maintenance process was improved by restructuring activity sequences to eliminate idle time during filter drying, reducing total cycle time to 114 minutes and increasing efficiency to 93.0% (an improvement of 15.1%). The findings demonstrate that BPR implementation supported by ASME process mapping and throughput efficiency measurement effectively identifies non-value added activities and produces measurable and significant process improvements.
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