Judul: Improving the Business Process for Acquisition of New BRILink Bank BRI Agents
Abstrak: Penelitian ini bertujuan untuk menganalisis proses bisnis akuisisi agen baru BRILink existing, menganalisis permasalahan PPBK (Petugas Penunjang Bisnis Keagenan), dan merumuskan solusi perbaikan proses bisnis akuisisi agen baru BRILink. Penelitian dilakukan pada Mei-Juni 2024. Pengambilan data dilakukan melalui in-depth interview kepada 5 orang responden. Analisis pada dilakukan menggunakan framework design thinking. Proses bisnis terdiri dari 3 tahapan utama yaitu proses pendaftaran melalui aplikasi BRILink Mobile, proses tindak lanjut kunjungan oleh PPBK, serta Proses penilaian dan input data calon agen. Berdasarkan empathy map yang dibuat, beberapa permasalahan pengalaman PPBK yang didapatkan antara lain banyaknya proses manual yang seharusnya dapat didigitalisasi, tidak adanya pra penilaian kepada calon agen, banyaknya data fiktif yang masuk, dan waktu kunjungan yang kurang efisien. Berdasarkan analisis yang dilakukan melalui tahap define dan ideate, maka disusun 10 ide utama perbaikan proses yang utamanya berfokus pada penambahan input data BRILink Mobile, Integrasi data pendaftaran dan skema pembuatan PKS (Perjanjian Kerja Sama) digital, membuat pra-penilaian calon agen, serta membuat chatbot WA untuk konfirmasi kebenaran data yang didaftarkan. Solusi tersebut kemudian diimplementasikan dalam prototype yang berupa perbaikan diagram proses bisnis akuisisi agen baru BRILink, prototype perbaikan aplikasi BRILink mobile, prototype perbaikan dan optimalisasi fungsi BSS (BRILink Supporty System), serta prototype chatbot WA., This study aims to analyze the business processes for acquiring new BRILink agents, identify BRI PPBK’s (Agency Business Support Officer), and propose solutions to improve the business process. The study was conducted from May to June 2024. Data were collected through in-depth interviews with 5 respondents. Data were analyzed using the Design Thinking Framework. The business process consists of three main stages: the registration process via the BRILink Mobile application, the follow-up visits by PPBK, also the assessment and data entry process. The Empathy Map identified several of PPBK’s experience’s problems, including numerous manual processes that should be digitized, the absence of pre-assessment for prospective agents, a high volume of fictitious data, and inefficient visit times. Based on the analysis conducted during the define and ideate stages, ten main ideas proposed for improving the business process. These ideas primarily focused on enhancing BRILink Mobile data input, integrating registration data, creating a digital PKS (Cooperation Agreement) scheme, developing a pre-assessment for prospective agents, and implementing a WA chatbot to verify registered data. The proposed solutions were then implemented in prototypes, which included improvements to the business process diagram for new BRILink agent acquisition, enhancements to the BRILink Mobile application, optimizations of BSS (BRILink Support System) functions, and the development of a WA chatbot prototype.
Keyword: Design thinking, Digitalisasi, prototype, empathy map, optimalisasi proses bisnis