Business Process Design For Systematic Improvements: A Case Study Of A Company Providing Training And Coaching Services

PT TCS (Training and Coaching Services) faces internal challenges such as communication barriers and non-standardized business processes, impacting employee efficiency and well-being. This research maps operational activities, identifies key processes, and develops a new business process map to improve effectiveness. Data were collected from staff interviews and company policy documents. SWOT analysis revealed strengths in the certified Design Thinking team and personalized curriculum, weaknesses in business process standards, opportunities in market awareness, and threats from competition and regulation. The TOWS matrix was used to create strategies for developing a new business process map for critical activities, focusing on change management and workshops. The new map was developed using BPMN principles, encompassing three levels: level 0 maps main functions; level 0-1 details sub-processes; and level 1-2 focuses on critical activities in change management and workshops. The research successfully mapped operational activities and produced a structured business process map. Recommendations include training, regular monitoring, IT development, risk management, and enhanced internal communication.