ANALISIS IMPLEMENTASI DOCUMENT MANAGEMENT SYSTEM DALAM BUSINESS PROCESS REENGINEERING SENTRALISASI PROSES KREDIT SEGMEN CONSUMER LOAN BANK MANDIRI

Putu Andika Prabudi, Dr. Kuncoro Hartowidodo, M. Eng,

2013 | Tesis | S2 Magister Manajemen

PT. Bank Mandiri (Persero) Tbk merupakan salah satu bank di Indonesia yang memiliki visi “To be the most admire and progressive financial institution in Indonesia” dengan Corporate Plan 2010-2014 di 3 (tiga) fokus bisnis : wholesale transaction, retail financing and retail payment. Dalam usahanya mencapai visi dan salah satu fokus bisnis retail financing, Bank Mandiri melakukan Business Process Reengineering (BPR) terhadap fokus bisnis yang memberikan yield tinggi bagi Bank melalui implementasi Document Management System (DMS) dalam BPR sentralisasi proses kredit segmen Consumer Loan secara bankwide yang diinisiasi dari Credit Operations, IT Application Services dan Consumer Loan Group (unit bisnis) yaitu aplikasi penyimpanan dan pengelolaan dokumen elektronik dengan konsep paperless business process yang terintegrasi dengan Loan Origination System (LOS). Penelitian ini bertujuan untuk menganalisa dan mengidentifikasi Critical success factor (CSF) yang mempengaruhi keberhasilan implementasi DMS dalam BPR, kendala-kendala yang dihadapi saat implementasi DMS dan BPR dan usulan solusinya serta intermediate asset dan organizational impact yang dihasilkan. Hasil dari penelitian ini dihasilkan 4 (empat) CSF terkait implementasi DMS dalam BPR yaitu kecukupan anggaran investasi, kehandalan sistem DMS, perencanaan dan eksekusi serta perubahan dalam struktur organisasi. Adapun kendala yang dihadapi yaitu kinerja sistem, masih terdapatnya aplikasi yang tidak disetujui di DMS, kapasitas DMS, instalasi dan pemeliharaan mesin scanner. Kendala-kenala tersebut dapat disolusi dengan investigasi tim IT pada jam-jam tertentu, pembuatan kesepakatan atau peraturan bersama bagi pengguna dan dengan melakukan sosialisasi ulang serta pendampingan terkait implementasi tersebut. Selain itu enabler DMS dalam BPR sentralisasi proses kredit segmen Consumer Loan telah mampu meningkatkan kinerja perusahaan yang dapat dilihat dari intermediate asset dan organizational impact yang dihasilkan.

PT. Bank Mandiri (Persero) Tbk is one bank in Indonesia with a vision \"To be the most admire and progressive financial institution in Indonesia\" with the Corporate Plan 2010-2014 in 3 (three) business focus: wholesale transaction, retail financing and retail payment. In an attempt to achieve the vision and one focus of retail financing, Bank Mandiri have Business Process Reengineering (BPR) to focus on providing high-yield business for the Bank through the implementation of the Document Management System (DMS) in the BPR process of centralization of credit in bankwide Consumer Loan segment were initiated of Credit Operations, IT application Services and Consumer Loan Group (business unit) that is the application of electronic document storage and management with the concept of paperless business process integrated with the Loan Origination System (LOS). This study aims to analyze and identify Critical Success Factor (CSF) that influence the successful implementation of DMS in BPR, the constraints faced when implementing BPR, and proposed DMS and solutions and intermediate assets and organizational impact generated. The results of this study produced four (4) regarding the implementation of DMS in the CSF that BPR investment budget adequacy, reliability DMS systems, planning and execution as well as changes in the organizational structure. The constraints faced by the performance of the system, is the presence of non-approved applications in the DMS, DMS capacity, installation and maintenance of the scanner. Constraints can kenala dissolution with the investigation team of IT at certain hours, or the making of agreements with the rules for users and re-socialization and mentoring related to implementation. Moreover DMS enabler in the process of centralizing processing credit of Consumer Loan segment has been able to improve the performance of companies that can be seen from the intermediate assets and organizational impact generated.

Kata Kunci : retail financing, business process reengineering, critical success factor, sentralisasi, document management system, intermediate asset dan organizational impact