Vous êtes sur la page 1sur 14

ISH2B3 Pemodelan Proses Bisnis Sistem Informasi Fakultas Rekayasa Industri

ISH2B3 - Pemodelan Proses Bisnis

{ Processes in Organization

Rachmadita A [andreswari@telkomuniversity.ac.id]
ISH2B3 Pemodelan Proses Bisnis Sistem Informasi Fakultas Rekayasa Industri

Understand type of processes


within organization

OBJECTIVES
ISH2B3 Pemodelan Proses Bisnis Sistem Informasi Fakultas Rekayasa Industri

Competitive Advantage, 1985


Business Processes can be divided into primary
and support processes which is then divided again
into sub-processes and activities

MICHAEL PORTER VALUE CHAIN


ISH2B3 Pemodelan Proses Bisnis Sistem Informasi Fakultas Rekayasa Industri

End-to-end business processes:


Primary processes (often referred to

as core business processes)


Support processes

Management processes

TYPE OF PROCESSES
ISH2B3 Pemodelan Proses Bisnis Sistem Informasi Fakultas Rekayasa Industri

Primary processes are often referred to as core


processes as they represent the essential activities
an organization performs to the creation or
delivery of a product or service, ultimately
delivering value to customers.

Examples of primary processes include:


New development product (inbound logistic)
Operations
Distribution (outbound logistic)
Service
Marketing and Sales

PRIMARY PROCESS
ISH2B3 Pemodelan Proses Bisnis Sistem Informasi Fakultas Rekayasa Industri

Support processes are designed to support


primary processes, often by managing resources
and/or infrastructure required by primary
processes.
Examples of support processes include:
o information technology management,

o facilities or capacity management,

o human resource management, and

o finance and accounting management

SUPPORT ACTIVITIES
ISH2B3 Pemodelan Proses Bisnis Sistem Informasi Fakultas Rekayasa Industri

Management processes are used to measure, monitor,


and control business activities.
Management processes ensure that a primary or
supporting process meets operational, financial,
regulatory, and legal goals.
Management processes do not directly add value to
customers, but are necessary in order to ensure the
organization operates effectively and efficiently.

MANAGEMENT PROCESS
ISH2B3 Pemodelan Proses Bisnis Sistem Informasi Fakultas Rekayasa Industri

Example:
Financing, Legal Support, Accounting Finance and Accounting

Recruiting, Training, Incentives, Feedback Human Resources

Wifi Availability, Technology in Processes, Launch Mobile Apps for


Customer satisfaction, Online Order Information Technology

Procuring the raw material (Coffee Bean) for the final product: Where and Procurement
How

Inbound
Logistics:
selection of Service:
Outbound Marketing and
coffee bean Operations:
Logistics: Sales: Customer
distribute Billing and
Delivering the Promotions an satisfaction
roasted coffee collection
product Advertising and feedback
bean to each
Starbucks
store

Link:
https://www.youtube.com/watch?v=ElYNhGbOTOQ
https://www.youtube.com/watch?v=XfDZGXibvCA
ISH2B3 Pemodelan Proses Bisnis Sistem Informasi Fakultas Rekayasa Industri

Please define the primary, support and


management processes from one case study

Example:
Pizza Hut
Mc Donald
DHL
Telkom University
etc.

Discussion
ISH2B3 Pemodelan Proses Bisnis Sistem Informasi Fakultas Rekayasa Industri

TYPE OF ACTIVITIES
Value Added
Handoff
Control Activities
ISH2B3 Pemodelan Proses Bisnis Sistem Informasi Fakultas Rekayasa Industri

Value adding activities are those that contribute


to the process output in a positive way.
For example, contacting the customer several
days after servicing their car to check that they
are satisfied,
adds value to the Service Vehicle process both
by measuring customer satisfaction and by
enhancing the company image as a caring and
concerned service provide

VALUE ADDED
ISH2B3 Pemodelan Proses Bisnis Sistem Informasi Fakultas Rekayasa Industri

Handoff activities pass control of the


process to another department or
organization.
Example: Transferring a customer to
another department after determining the
appropriate group to resolve their issue.

HANDOFF
ISH2B3 Pemodelan Proses Bisnis Sistem Informasi Fakultas Rekayasa Industri

Control activities assure that the processes behave


within desired tolerances.
Controls help ensure processes achieve desired
goals and adhere (obey) to standards, legal,
and/or regulatory requirements.
Can even identify dangerous conditions so they
can be addressed through intervention

CONTROL ACTIVITIES
Assignment 2