Business Process Management Standardization in Operation Support System: Case Study of Fulfillment and Assurance Process in an Indonesian Telecommunication Company

Companies should have great capabilities to scale up the business capacity and great agility to adapt with fast business change. Scalability and agility do not always related to complex IT system. The study background is based on the condition of a telecommunication company that has various products and services, so the company should adopt standardized process in order to keep organization activities still maintainable to operate. The purpose of this study is to propose on developing method of Business Process Management Standardization based on current process conditions problem The method of this study is referenced to eTOM (Enhanced Telecom Operational Map) Framework decomposition. The study result provides a simulation to detailing business function based on eTOM as foundation to establish Business Process Management that suitable with the condition of the company. In this case study, the standardized BPM of fulfilment and assurance in Operation Support System are developed to solve the two main problems, such as the longer time to market when configuring services and the redundancy functions between modules.