BUSINESS PROCESS REENGINEERING - CASE STUDY ON COMPUTER CENTER SERVICE

Abstract

The objective of this thesis is to reengineer process of the computer service center to reduce the cycle time of service process since the waiting time is long. This research uses Business Process Reengineering (BPR) to improve the performance and reduce non-value added activities of the current process. The practical BPR framework and BPR theories are applied in this thesis. In this thesis, the BPR framework can be divided into four steps, which are 1) Identification process to identify the current process correctly and clearly, 2) Review to update and analyze the As-Is process, to find the root problems, and to collect all problems via Fishbone Diagram, 3) Design the To-Be process framework to support redesign decision on each step until finishes creating the new process, and 4) Test and Implement the To-Be process in the computer service center. The results show that the new process has 11 steps, which is fewer than the current process that consists of 17 steps. Waiting time of request documentation reduces to 1133 minutes/job, while the cycle time of service reduces to 1.21 days/job. Moreover, the ratio of rework in the new process is 1.20% which is better than the current process of 10.47%.