The Impact of Business Transformation in Improving Operational Performance at PT Telkom Witel Sulbagteng
DOI:
https://doi.org/10.35129/simak.v23i01.617Keywords:
Business Transformation, ERP System, Information Technology, Operational PerformanceAbstract
This research was conducted to determine the impact of business transformation on improving operational performance at PT Telkom Witel Sulbagteng. The qualitative approach is based on a literature review of business transformation, Enterprise Resource Planning (ERP) systems, and operational performance. Microsoft Excel was used as the analysis tool. The study population consists of employees at PT Telkom Witel Sulbagteng. The results of this study indicate that service quality based on interviews, the top priority in improving operational performance is focusing on more responsive and high-quality customer services, such as enhancing customer trust through technologies such as cloud computing and big data, operational optimization is the second priority, although it faces challenges in coordination and service distribution, service diversification is critically important to meet changing market demands, making it a high priority, and human resource development does not dominate due to challenges in human resource capacity.
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References
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Chaffey, D. (2015). E-Commerce Management Strategy, Implementation, and Practice .
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Husada, TZJ, Hotlan, S., & Sebayar, P. (2020). The Impact of Implementing Enterprise Resources Planning (ERP) Project on Firm Performance and Organizational Citizenship Behavior as a Moderate . Journal of Project Management , 5 , 227–236. https://doi.org/10.5267/j.jpm.2020.8.001
Ibrahim, AI, Setiawan, M., Noermijati, & Rahayu, M. (2024). HR Innovation in Mediating Entrepreneurial Motivation in Improving the Competitive Ability of Palu Fried Onions MSMEs . Business, Management and Economics Engineering , 22 (1), 77–95. https://doi.org/10.3846/bmee.2024.19933
Idris. (2024). The Influence of Transformational Leadership, Emotional Intelligence, and Organizational Culture. Community Practioner , 21 (07), 742–752. https://doi.org/10.5281/zenodo.12705302
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Narasimhan, R., & Das, A. (2001). The Impact of Purchasing Integration and Practices on Manufacturing Performance . Journal of Operations Management , 19 (5), 593–609. https://doi.org/10.1016/S0272-6963(01)00055-9
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Pasaribu, F., Bulan, TRN, Muzakir, & Pratama, K. (2021). Impact of Strategic Leadership and Organizational Innovation on the Strategic Management: Mediational Role of IT Capability . Polish Journal of Management Studies , 24 (2), 354–369. https://doi.org/10.17512/pjms.2021.24.2.22
 
Ponirin, Scott, D., & Von Der Heidt, T. (2016). E-Loyalty: Its Antecedents, Implications and Differences between Developed and Developing Countries . Developments in Marketing Science: Proceedings of the Academy of Marketing Science , 77–82. https://doi.org/10.1007/978-3-319-18696-2_29
Purnama, S., & Aryani, YA (2024). ERP Implementation and Earnings Management: The Moderating Effect of an Independent Board of Commissioners . Journal of Economics and Business , 27 (1), 163–182. Retrieved from https://ejournal.uksw.edu/jeb/article/view/8759
Rajan, C. A., & Baral, R. (2015). Adoption of ERP System: An Empirical Study of Factors Influencing the Usage of ERP and Its Impact on End Users . IIMB Management Review , 27 (2), 105–117. https://doi.org/10.1016/j.iimb.2015.04.008
Rombe, E., Zahara, Z., Santi, IN, & Rahadhini, MD (2021). Exploring E-Mobile Banking Implementation Barriers on Indonesian Millennial Generation Consumers . International Journal of Data and Network Science , 5 (4), 579–586. https://doi.org/10.5267/j.ijdns.2021.8.010
Sarker, J. (2024). Enterprise Resource Planning (ERP): Opportunities, Benefits and Implementation Challenges in Bangladesh . International Journal of Science and Business , 42 (1), 71-83. https://doi.org/10.58970/IJSB.2485
Schallmo, D., Williams, C. A., & Boardman, L. (2017). Digital Transformation of Business Models—Best Practices, Enablers, and Roadmap . International Journal of Innovation Management , 21 (08), 1740014.
Schwertner, K. (2017). Digital Transformation of Business . Thracian Journal of Science , 15 (Suppl. 1), 388–393. https://doi.org/10.15547/tjs.2017.s.01.065
Sebayar, P., Tarigan, ZJH & Panjaitan, TWS (2021). ERP Compatibility on Business Performance Through the Inventory System and Internal Integration ERP Compatibility on Business Performance Through the Inventory System and Internal Integration . IOP Conference Science, Materials . https://doi.org/10.1088/1757-899X/1010/1/012008
Shaharudin, M.R., Govindan, K., Zailani, S., & Tan, KC (2015). Managing Product Returns to Achieve Supply Chain Sustainability: An Exploratory Study and Research Propositions . Journal of Cleaner Production . https://doi.org/10.1016/j.jclepro.2015.03.074
Sulistyawati, N., Setyadi, IK, & Nawir, J. (2022). The Influence of Work Environment, Organizational Culture, and Transformational Leadership on Job Satisfaction of Millennial Employees ( The Influence of Work Environment, Organizational Culture, and Transformational Leadership on Job Satisfaction of Millennial Employee ). Study of Management and Organization Science (SIMO) , 3 (1), 183–197.
 
Syamsuddin, S., Ilham, BU, Dwiwijaya, KA, Navianti, DR, & Hadikusumo, RA (2023). Implementation of an Enterprise Resource Planning (ERP) System and its Impact on Manufacturing Company Operational Efficiency . Global International Journal of Innovative Research , 1 (2), 194–199. https://doi.org/10.59613/global.v1i2.29
Syamsuddin, S., Marsudi, S., Hasanuddin, B., Umar, A., & Suprayitno, D. (2024). Adapting to Digital Transformation: Challenges and Strategies for Traditional Businesses . Global International Journal of Innovative Research , 2 (3), 704–711. https://doi.org/10.59613/global.v2i3.121
Syamsuddin, Saharuddin, Yusrizal, Dharmawati, T., Pujisari, Y., & Fatmawati, E. (2024). Utilizing Blockchain Technology in Global Supply Chain Management: An Exploration of Scalable Information Systems. EAI Endorsed Transactions on Scalable Information Systems , 11 (1), 1–12. https://doi.org/10.4108/eetsis.4374
Udovita, PVMVD (2020). Conceptual Review on Dimensions of Digital Transformation in Modern Era . International Journal of Scientific and Research Publications, 10 (2), 520–529. https://doi.org/10.29322/IJSRP.10.02.2020.p9873
Wade, M. (2015). Digital Business Transformation - A Conceptual Framework . Global Center For Digital Business Transformation , (June).
Zahara, Z., Ikhsan, Santi, IN, & Farid. (2023). Entrepreneurial Marketing and Marketing Performance Through Digital Marketing Capabilities of SMEs in Post-Pandemic Recovery . Cogent Business and Management , 10 (2). https://doi.org/10.1080/23311975.2023.2204592
Zaid, M., Hammad, M. Bin, Yahaya, J.B., & Mohamed, I. Bin. (2024). A Model for Enterprise Resource Planning Implementation in the Saudi Public Sector Organizations . Heliyon , 10 (2), e24531. https://doi.org/10.1016/j.heliyon.2024.e24531
Zaitar, Y. (2022). Analyzing the Contribution of ERP Systems to Improving the Performance of Organizations . Ingenierie Des Systemes d'Information , 27 (4), 549–556. https://doi.org/10.18280/isi.270404
Adda, HW, Natsir, S., & Niluh Putu Evvy Rossanty. (2019). Employee Perceptions Towards Organizational Change and Leadership in the Banking Industry . Banks and Bank Systems , 14 (3), 113–120. https://doi.org/10.21511/bbs.14(3).2019.10
Almuhayfith, S., & Shaiti, H. (2020). The Impact of Enterprise Resource Planning on Business Performance: With the Discussion on Its Relationship with Open Innovation . Journal of Open Innovation: Technology, Markets, and Complexity , 6 (3), 87. https://doi.org/10.3390/joitmc6030087
Asngadi. (2011). Exploratory Study on Consumer Factors Visiting Mall Tatura Palu Central Sulawesi. Journal of Management Applications , 9 .
Bachri, S., Putra, S. M., Sastrawan, E., Farid, & Darman. (2023). The Digital Marketing to Influence Customer Satisfaction Mediated by Purchase Decision . Journal of Management Applications , 21 , 578–592. https://doi.org/10.21776/ub.jam.2022.021.03.03
Boneva, M. (2018). Challenges Related to the Digital Transformation of Business Companies (p. 106).
Campo-Sierra, S., Escorcia-Caballero, J.P., & Chams-Anturi, O. (2024). Assessing Operational Performance Outcomes in Rural Entrepreneurship . Procedia Computer Science , 231 (2023), 458–463. https://doi.org/10.1016/j.procs.2023.12.234
Chaffey, D. (2015). E-Commerce Management Strategy, Implementation, and Practice .
Corver, Q., & Elkhuizen, G. (2014). A Framework for Digital Business Transformation . Cognizant , 1 – 10 . Retrieved from https://www.cognizant.com/InsightsWhitepapers/a-frameworkfor-digital-business-transformation-codex-1048.pdf
Dwiwijaya, KA, Harto, B., Afriyadi, H., Rusgowanto, FH, Masrizal, Pambudi, A., & Suhardi, AR (2023). Business Information System. Addition of Sodium Benzoate and Potassium Sorbate (Anti-inversion) and Stirring Speed as an Effort to Inhibit Inversion Reactions in Sugarcane Juice.
Husada, TZJ, Hotlan, S., & Sebayar, P. (2020). The Impact of Implementing Enterprise Resources Planning (ERP) Project on Firm Performance and Organizational Citizenship Behavior as a Moderate . Journal of Project Management , 5 , 227–236. https://doi.org/10.5267/j.jpm.2020.8.001
Ibrahim, AI, Setiawan, M., Noermijati, & Rahayu, M. (2024). HR Innovation in Mediating Entrepreneurial Motivation in Improving the Competitive Ability of Palu Fried Onions MSMEs . Business, Management and Economics Engineering , 22 (1), 77–95. https://doi.org/10.3846/bmee.2024.19933
Idris. (2024). The Influence of Transformational Leadership, Emotional Intelligence, and Organizational Culture. Community Practioner , 21 (07), 742–752. https://doi.org/10.5281/zenodo.12705302
Ivanović, T., & Marić, M. (2021). Application of Modern Enterprise Resource Planning (ERP) Systems in the Era of Digital Transformation . Strategic Management . https://doi.org/10.5937/straman2104028i
Leo, B., Aryanto, R., & Gautama, I. (2015). The Impact of Enterprise Resources System and Supply Chain Practices on Competitive Advantage and Firm Performance: Case of Indonesian Companies . Procedia - Procedia Computer Science , 72 , 122–128. https://doi.org/10.1016/j.procs.2015.12.112
Madanhire, I., & Mbohwa, C. (2016). Enterprise Resource Planning (ERP) in Improving Operational Efficiency: Case Study. Procedia CIRP , 40 (2001), 225–229. https://doi.org/10.1016/j.procir.2016.01.108
Muzakir, Bachri, S., Adam, RP, & Wahyuningsih. (2021). The Analysis of Forming Dimensions of E-Service Quality for Online Travel Services . International Journal of Data and Network Science , 5 (3), 239–244. https://doi.org/10.5267/j.ijdns.2021.6.010
Narasimhan, R., & Das, A. (2001). The Impact of Purchasing Integration and Practices on Manufacturing Performance . Journal of Operations Management , 19 (5), 593–609. https://doi.org/10.1016/S0272-6963(01)00055-9
Nwankpa, J. K., & Datta, P. (2017). Balancing Exploration and Exploitation of IT Resources: The Influence of Digital Business Intensity on Perceived Organizational Performance . European Journal of Information Systems , 26 (5), 469–488. https://doi.org/10.1057/s41303-017-0049-y
Omelyanenko, V., & Omelianenko, O. (2022). Issues of Digital Transformation of Business Models in the Service Sector. Economics & Education , 7 (1), 14–19. https://doi.org/10.30525/2500-946x/2022-1-4
Pasaribu, F., Bulan, TRN, Muzakir, & Pratama, K. (2021). Impact of Strategic Leadership and Organizational Innovation on the Strategic Management: Mediational Role of IT Capability . Polish Journal of Management Studies , 24 (2), 354–369. https://doi.org/10.17512/pjms.2021.24.2.22
 
Ponirin, Scott, D., & Von Der Heidt, T. (2016). E-Loyalty: Its Antecedents, Implications and Differences between Developed and Developing Countries . Developments in Marketing Science: Proceedings of the Academy of Marketing Science , 77–82. https://doi.org/10.1007/978-3-319-18696-2_29
Purnama, S., & Aryani, YA (2024). ERP Implementation and Earnings Management: The Moderating Effect of an Independent Board of Commissioners . Journal of Economics and Business , 27 (1), 163–182. Retrieved from https://ejournal.uksw.edu/jeb/article/view/8759
Rajan, C. A., & Baral, R. (2015). Adoption of ERP System: An Empirical Study of Factors Influencing the Usage of ERP and Its Impact on End Users . IIMB Management Review , 27 (2), 105–117. https://doi.org/10.1016/j.iimb.2015.04.008
Rombe, E., Zahara, Z., Santi, IN, & Rahadhini, MD (2021). Exploring E-Mobile Banking Implementation Barriers on Indonesian Millennial Generation Consumers . International Journal of Data and Network Science , 5 (4), 579–586. https://doi.org/10.5267/j.ijdns.2021.8.010
Sarker, J. (2024). Enterprise Resource Planning (ERP): Opportunities, Benefits and Implementation Challenges in Bangladesh . International Journal of Science and Business , 42 (1), 71-83. https://doi.org/10.58970/IJSB.2485
Schallmo, D., Williams, C. A., & Boardman, L. (2017). Digital Transformation of Business Models—Best Practices, Enablers, and Roadmap . International Journal of Innovation Management , 21 (08), 1740014.
Schwertner, K. (2017). Digital Transformation of Business . Thracian Journal of Science , 15 (Suppl. 1), 388–393. https://doi.org/10.15547/tjs.2017.s.01.065
Sebayar, P., Tarigan, ZJH & Panjaitan, TWS (2021). ERP Compatibility on Business Performance Through the Inventory System and Internal Integration ERP Compatibility on Business Performance Through the Inventory System and Internal Integration . IOP Conference Science, Materials . https://doi.org/10.1088/1757-899X/1010/1/012008
Shaharudin, M.R., Govindan, K., Zailani, S., & Tan, KC (2015). Managing Product Returns to Achieve Supply Chain Sustainability: An Exploratory Study and Research Propositions . Journal of Cleaner Production . https://doi.org/10.1016/j.jclepro.2015.03.074
Sulistyawati, N., Setyadi, IK, & Nawir, J. (2022). The Influence of Work Environment, Organizational Culture, and Transformational Leadership on Job Satisfaction of Millennial Employees ( The Influence of Work Environment, Organizational Culture, and Transformational Leadership on Job Satisfaction of Millennial Employee ). Study of Management and Organization Science (SIMO) , 3 (1), 183–197.
 
Syamsuddin, S., Ilham, BU, Dwiwijaya, KA, Navianti, DR, & Hadikusumo, RA (2023). Implementation of an Enterprise Resource Planning (ERP) System and its Impact on Manufacturing Company Operational Efficiency . Global International Journal of Innovative Research , 1 (2), 194–199. https://doi.org/10.59613/global.v1i2.29
Syamsuddin, S., Marsudi, S., Hasanuddin, B., Umar, A., & Suprayitno, D. (2024). Adapting to Digital Transformation: Challenges and Strategies for Traditional Businesses . Global International Journal of Innovative Research , 2 (3), 704–711. https://doi.org/10.59613/global.v2i3.121
Syamsuddin, Saharuddin, Yusrizal, Dharmawati, T., Pujisari, Y., & Fatmawati, E. (2024). Utilizing Blockchain Technology in Global Supply Chain Management: An Exploration of Scalable Information Systems. EAI Endorsed Transactions on Scalable Information Systems , 11 (1), 1–12. https://doi.org/10.4108/eetsis.4374
Udovita, PVMVD (2020). Conceptual Review on Dimensions of Digital Transformation in Modern Era . International Journal of Scientific and Research Publications, 10 (2), 520–529. https://doi.org/10.29322/IJSRP.10.02.2020.p9873
Wade, M. (2015). Digital Business Transformation - A Conceptual Framework . Global Center For Digital Business Transformation , (June).
Zahara, Z., Ikhsan, Santi, IN, & Farid. (2023). Entrepreneurial Marketing and Marketing Performance Through Digital Marketing Capabilities of SMEs in Post-Pandemic Recovery . Cogent Business and Management , 10 (2). https://doi.org/10.1080/23311975.2023.2204592
Zaid, M., Hammad, M. Bin, Yahaya, J.B., & Mohamed, I. Bin. (2024). A Model for Enterprise Resource Planning Implementation in the Saudi Public Sector Organizations . Heliyon , 10 (2), e24531. https://doi.org/10.1016/j.heliyon.2024.e24531
Zaitar, Y. (2022). Analyzing the Contribution of ERP Systems to Improving the Performance of Organizations . Ingenierie Des Systemes d'Information , 27 (4), 549–556. https://doi.org/10.18280/isi.270404
Additional Files
Published
05/30/2025
Issue
Section
Management
How to Cite
The Impact of Business Transformation in Improving Operational Performance at PT Telkom Witel Sulbagteng. (2025). SIMAK, 23(01), 66-82. https://doi.org/10.35129/simak.v23i01.617
