EVALUATION NEW E – BUSINESS PROCESS PERFORMANCE OF PT. POS INDONESIA USING E-SERVICE FLEXIBILTY AND CAC FRAMEWORK

Abstract

PT Pos Indonesia is the one of the largest state own company in Indonesia. Until now Mail & Parcel are the largest portfolio of POS services Indonesia and followed by financial services. But in the last two years 2015 and 2016, Mail and parcel production decline 80% its contrast to data from research company that the parcel industry will have a 30% growth annually. As their main revenue 55% comes from mail and parcel, PT Pos Should make a new strategy to help this situation. The one of strategy PT Pos Indonesia is creating a new sub unit called O-Ranger. O-ranger is the one of their strategy to increase parcel production from collecting area. O-Ranger as the innovation from PT Pos Indonesia, is a pick up service which collect the parcel by come over to consumer. Consumer no need to go to counter for send their goods. The Question are, Is this new strategy already meets costumer demands or not? what should be improve for this new business process to meets costumer demands? To answer that question, there is an approaching methodology called E-Service Flexibility & CAC Framework. This method could evaluate the business process more accurate because this method based on digital platform so we can know what is the performance of this new strategy.
Keywords : Strategic Management; Management of Innovation; E-service flexibility; CAC; Business Evaluation; Business Process; Business Performance