Rekayasa Ulang Proses Pengembalian Produk Pada CV. Berkah Menggunakan Notasi BPMN
Abstract
An efficient product return process is crucial in maintaining customer satisfaction, particularly for SMEs like CV. Berkah, which operates in the handicraft sector. This study aims to redesign the product return process using the Business Process Reengineering (BPR) approach with Business Process Model and Notation (BPMN). The research involves an in-depth analysis of business workflows, throughput efficiency testing, and identifying technology-based solutions. The findings show that the proposed process increases throughput efficiency from 93.23% to 99.16%, reducing return completion time from 1,330 minutes to 1,201 minutes. Automation in key stages, such as complaint logging and data verification, minimizes manual involvement and administrative errors. This study concludes that integrating BPR with information technology is essential for accelerating business processes, enhancing productivity, and supporting the sustainability of SMEs in a globally competitive era.
Keywords: Business Process Reengineering; Business Process Modeling Notation; Information Systems; Legacy System
Abstrak
Proses pengembalian produk yang efisien merupakan aspek penting dalam menjaga kepuasan pelanggan, khususnya bagi UMKM seperti CV. Berkah yang bergerak di sektor kerajinan tangan. Penelitian ini bertujuan untuk merancang ulang proses pengembalian produk melalui pendekatan Business Process Reengineering (BPR) dengan notasi Business Process Model and Notation (BPMN). Proses penelitian melibatkan analisis mendalam terhadap alur bisnis, pengujian efisiensi throughput, dan identifikasi solusi berbasis teknologi informasi. Hasil studi menunjukkan bahwa proses yang direkomendasikan mampu meningkatkan efisiensi throughput dari 93,23% menjadi 99,16%, dengan waktu penyelesaian retur berkurang dari 1.330 menit menjadi 1.201 menit. Otomatisasi pada tahapan penting, seperti pencatatan keluhan dan verifikasi data, mengurangi keterlibatan manual dan kesalahan administratif. Kesimpulan penelitian ini menegaskan pentingnya integrasi BPR dan teknologi informasi untuk mempercepat proses bisnis, meningkatkan produktivitas, serta mendukung keberlanjutan UMKM di era persaingan global.
Keywords
References
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