Business process improvement design of complaints on technical information system problems using the business process improvement method

Abstract

Abstract Various attempts were made to optimize the quality of ICT services. UPT. TIK Undiksha is one of the ICT organizational units that have been supporting business processes for Undiksha’s main business processes to produce quality graduates. This study aims to provide recommendations for the improvement of one of the business processes at UPT. TIK Undiksha. The researcher proposes a business process design to be used as complaints regarding on technical information systems problems (To-Be) based on the results of the As-Is business process modelling and evaluation of the problems. Business Process Improvement (BPI) method was used for the analysis, evaluation, and recommendations for business process improvement. Further, the streamlining tools proposed to optimize the As-Is the business processes are standardization and upgrading. The simulation results show that the use of resources and time for the design business process was decreased compared to the current business process.