Business Process Reengineering Pada Pengukuran Sistem Pemesanan Tiket Pesawat Maskapai Lion Air

Air transportation is a very important sector in the context of economy and development. From the current ticket booking system there are several weaknesses, among others. Officers face obstacles when searching and updating customer information, especially related to determining seat numbers or recording departure times. This situation often results in data inaccuracies, which in turn provides an unsatisfactory service experience for customers. This study aims to understand and improve efficiency in the ticket booking process of Lion Air Balikpapan airline through the application of BPR method. This research method involves a series of steps in order to perform BPR. Testing of throughput efficiency is done based on the calculation of business process performance time using ASME standard. The results of the initial analysis show that the ticket booking process at Lion Air Balikpapan airline has a throughput efficiency of 38.42%. However, after making changes and mapping the ASME standard as well as eliminating processes that do not provide added value, the throughput efficiency increased to 90.99%. This shows a significant improvement in efficiency and speed in the ticket booking process. The conclusion shows that the implementation of the BPR method successfully improved the efficiency and speed of service to customers. For future research, it is recommended to conduct a customer satisfaction survey and expand the study by involving other airlines to compare ticket booking efficiency. Additionally, it is also suggested to develop a more sophisticated predictive model to forecast ticket demand in the future. This will aid in understanding and enhancing the ticket booking system comprehensively and in alignment with the evolving market needs.