Penerapan Business Process Model And Notation Dalam Meningkatkan Efisiensi Proses Bisnis Aplikasi PLN Mobile
DOI:
https://doi.org/10.31849/09yc7589Keywords:
BPMN, Business Process Efficiency, PLN Mobile, Process ModelingAbstract
This research aims to improve business process efficiency in the PLN Mobile application through the implementation of Business Process Model and Notation (BPMN). PLN Mobile is a digital innovation by PT PLN (Persero) that allows customers to conveniently access services such as bill payments, disturbance reporting, and service requests. However, several challenges remain, including slow processing times, lack of system integration, and low service efficiency. The study was conducted at PT PLN (Persero) UP2D S2JB through observation, interviews, and literature studies. The results indicate that business process modeling with BPMN can systematically map workflows, identify bottlenecks, and provide digital-based solutions. The implementation of BPMN has proven to enhance transparency, reduce input errors, and accelerate customer service processes. This research also recommends continuous optimization through advanced analytical features, stronger system security, and regular training for operational staff. Furthermore, it emphasizes the importance of long-term strategies to adapt to customer needs, support digital transformation, and deliver services that are modern, responsive, and highly competitive.
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