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The purpose of this research is to identify business process that is considered to be the obstacle in handling disorder of triple play service in PT TELKOM INDONESIA so it takes a long time for the completion of the triple play service’s diorder. The results of data collection is done by means of literature study, observation, and interviews on the field be further improvements of business processes to improve speed handling and completion of triple play service’s disorder. In the existing business process bottleneck occurs when the service’s diorder and the logic indicated disorders due to make repairs had to wait from CC2 which will dispatch after checking the initial. The changes of business process flows in handling disorder, especially those indicated as logic disorders, that in the previous business process, work order (WO) to the HD Logic officer received from CC2 officer, then the business process is changed to WO to HD Logic officer is directly received from CC1 officer. The benefits of this new business process is expected to a disorder that is indicated logic can be completed more quickly, reduce workload of CC2 officer so that he can be more focus on the problems that physically indicated, as well as can reduce the accumulation of daily disorder as a whole.

Analisis Proses Bisnis Layanan Triple Play Menggunakan Pendekatan Business Process Improvement (BPI) (Studi Kasus di PT TELKOM INDONESIA)