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Customer Relationship Management (CRM) is critical and essential to such organization, especially to the large scale organization since its involved customers may be covered to the people, citizen, organization or government sections. Anyway, according to the nature and culture of the traditional job design, their business processes are costly and inconsistent because of their actor (or department) oriented design which leads to the difficulties in improvements. This paper proposes an idea of improving the business processes, based on Business Process Improvement (BPI) concept in function-oriented, to solve the existing work problems and suggest the possible solution for the future to achieve the organization goal. The evaluation was done by both the officer and the executive.

Function-Oriented Business Process Improvement Framework for Customer Relationship Management Section in Large Scale Organization