Analisis dan Usulan Perbaikan Proses Bisnis Menggunakan Metode Business Process Improvement (BPI) (Studi Kasus: E-Peken Surabaya)

Usaha Mikro, Kecil, dan Menengah (UMKM) merupakan badan usaha yang potensi perkembangannya tinggi, dapat menyerap banyak tenaga kerja berpendidikan rendah, dan memiliki fleksibilitas tinggi sehingga memiliki kontribusi yang cukup besar dalam perekonomian Indonesia. Sejalan dengan visi pemerintah Indonesia untuk meningkatkan jumlah UMKM yang berjualan melalui platform digital, pemerintah Kota Surabaya berupaya menyediakan solusi bagi UMKM agar dapat memasarkan produk mereka secara online melalui e-marketplace bernama E-Peken Surabaya. Meskipun demikian, terdapat beberapa masalah pada proses bisnis E-Peken Surabaya yang menimbulkan dampak seperti proses transaksi yang panjang dan rumit, proses pengiriman barang yang tidak fleksibel, dan belum tersedianya fitur pengembalian barang. Penilitian ini bertujuan untuk merancang usulan perbaikan proses bisnis yang tepat pada E-Peken Surabaya. Metode yang digunakan dalam penelitian ini adalah Model Based and Integrated Process Improvement (MIPI). Terdapat 4 empat tahapan dalam metode ini yaitu Understand Business Needs, Understand the Process, Model and Analyze Process, dan Redesign Process. Proses bisnis yang menjadi fokusan dalam penelitian ini meliputi proses registrasi UMKM, proses registrasi akun pembeli, proses transaksi, proses pengiriman produk, dan proses pengembalian barang. Pemetaan proses bisnis dilakukan menggunakan Business Process Model and Notation (BPMN) yang kemudian akan dianalisis menggunakan Value-Added Analysis untuk mengklasifikasikan aktivitas berdasarkan nilai tambah. Berdasarkan hasil analisis USG dan Causes and Effect Analysis ditemukan bahwa keluhan utama pelanggan dalam menggunakan E-Peken Surabaya adalah "pengiriman produk tidak memuat ongkos kirim" dengan akar masalah yang berasal dari aspek perencanaan, biaya, mitra, dan peralatan. Di akhir penelitian ini dirancang model proses bisnis baru dengan mengurangi aktivitas Non-Value Added, menyederhanakan aktivitas Business Valued-Added, dan menambah aktivitas Value-Added. Dirancang pula usulan fitur-fitur baru yang sesuai dengan kebutuhan pelanggan sehingga proses bisnis E-Peken Surabaya menjadi lebih praktis, cepat dan aman. ======================================================================================================================================= Micro, Small and Medium Enterprises (MSMEs) are business entities with high development potential, can absorb many workers with low education, and have high flexibility so that they have great contribution to the Indonesian economy. Surabaya city government launched an e-marketplace named E-Peken Surabaya to help MSMEs in Surabaya to sell their products through an online platform. That is also a step to objectify the Indonesia government goal to increase the number of MSMEs selling through digital platforms. However, there are several problems in E-Peken Surabaya business process that occur some impacts such as complicated and lengthy transaction process, inflexible delivery processes, and return product feature that still unavailable. This research uses Model-Based and Integrated Process Improvement (MIPI) method to propose business process improvements for E-Peken Surabaya. There are four steps that will apply which is; Understand Business Needs, Understand the Process, Model and Analyze process, and Redesign Process. This research focuses on business processes that include the MSME registration process, buyer's account registration, transaction, product delivery, and product return process. Business process mapping is carried out using the Business Process Model and Notation (BPMN) which will be analyzed using Value-Added Analysis to classify activities based on its added value. Based on the results of USG analysis and Causes and Effect Analysis it was found that the main complaint of customers in using E-Peken Surabaya is "product delivery does not include shipping costs" with the root of the problem coming from aspects of planning, cost, partners, and equipment. At the end of this research a new business process model was designed by reducing Non-Value-Added activities, simplifying Business Valued-Added activities, and adding Value-Added activities. It is also proposed new features to suit customer needs so that the Surabaya E-Peken business process becomes more practical, fast, and secure