IMPLEMENTASI BUSINESS CONTINUITY MANAGEMENT BERBASIS ISO 22301:2019 PADA PROSES PENYERAHAN SANTUNAN: STUDI KASUS DI PT XYZ

GULTOM, GUDIMAN FRANCISKUS (2026) IMPLEMENTASI BUSINESS CONTINUITY MANAGEMENT BERBASIS ISO 22301:2019 PADA PROSES PENYERAHAN SANTUNAN: STUDI KASUS DI PT XYZ. S2 thesis, Universitas Kristen Indonesia.

	Text (Hal_Judul_Daftar_Isi_Abstrak) HalJudulDaftarIsiAbstrak.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (3MB)
	Text (BAB_I) BABI.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (267kB)
	Text (BAB_II) BABII.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (307kB)
	Text (BAB_III) BABIII.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (245kB)
	Text (BAB_IV) BABIV.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (1MB)
	Text (BAB_V) BABV.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (792kB)
	Text (DAFTAR_PUSTAKA) DAFTARPUSTAKA.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (213kB)

Abstract

PT XYZ adalah perusahaan asuransi sosial yang menjalankan fungsi penyerahan santunan kepada kerban kecelakaan lalu lintas dan angkutan umum. Pada tahun 2024, perusahaan menyalurkan santunan sebesar Rp3,10 triliun dengan lebih dari 26.000 kasus koetan meninggal dunia. Meski target Service Level Agreement (SLA) internal perusahaan sebesar dua hari telah terlampaui dengan rata-rata realisasi | hari 8 jam, keberlanjutan layanan masih menghadapi tantangan, terutama akibat potemi gangguan operasional seperti bencana alam, serangan siber, dan krisis global. Penelitian ini bertujuan mengevaluasi kesiapan PT XYZ dalam menghadapi gangguan operasional melalui penerapan Business Cont Management (BCM) berbasis ISO 223012019. Pendekatan penelitian yang digunakan adalah deskriptif dengan metode studi kasus, melalui wawancara mendalam, telah dokumen intermal, dan analisis proses bisnis penyerahan santunan. Evaluasi difokuskan pada identifikasi layanan kritikal, analisis dampak bisnis, serta penyusunan rencana kontingensi berdasarkan tingkat eskalasi insiden. Hasil penelitian menunjukkan bahwa proses penyerahan santunan terdiri dari nam tahapan terintegrasi, dengan beberapa layanan dikategorikan sebagai prioritas tinggi berdasarkan parameter Maxima Tolerable Period of Disruption (MTPD) dan Recovery Time Objective (RTO). Risika signifikan seperti bencana alam dan gangguan sistem aplikasi internal telah diidentifikasi sebagai ancaman utama, dengan langkah mitigasi yang diformulasikan dalam kerangka Business City Plan (BCP). Temuan ini secara teceitis memperkaya penerapan konsep BCM dan Business Impact Analysir (BIA) di sektor publik dengan menunjukkan bahwa efektivitas keberlangsungan layanan hergantung pada pemetaan proses bisnis kritikal dan parameter waktu pemulihan seperti MIPD dan RTO. Secara praktis penelitian ini menghasilkan model penyusunan BCP tiga level yang dapat menjadi acuan bagi PT XYZ untuk menjaga kontinuitas layanan. Secara kebijakan, hasil ini memperkuat pentingnya implementasi nyata dari Pemyataan Komitmen serta Kebijakan BCM PT XYZ yang telah disusun berdasarkan ISO 22301:2019 agar komitmen manajemen puncak tidak berhenti pada tataran dokumen, tetapi terwujud melalui penyediaan sumber daya, pelatihan dan pelaksanaan uji simulasi berkala untuk memastikan kesiapsiagaan seluruh unit kerja dalam menjaga keberlangsungan layanan Kata kunci: Business Continuity Planning, ISO 22301:2019, Risiko Operasional, PT XYZ Sonan Kecelakaan / PT XYZ is a social insurance company responsible for disbursing compensation to victims of traffic and public transport accidents. In 2024, the company distributed IDR 3.10 trillion in compensation, covering more than 26,000 cases of fatalities. Although the company's internal Service Level Agreement (SLA) target of two days has been exceeded with an average realization of 1 day and 8 hours service sustainability still faces challenges, particularly due to potential operational disruptions such as natural disasters, cyberattacks, and global crises. This study aims to evaluate PT XYZ's readiness in facing operational disruptions through the implementation of Business Continuity Management (BCM) based on ISO 22301:2019. A descriptive approach with a case study method was employed, involving in-depth interviews, internal document reviews, and an analysis of the compensation disbursement business processes. The evaluation focused on identifying critical services, conducting Business Impact Analysis (BIA), and formulating contingency plans based on incident escalation levels. The results indicate that the compensation disbursement process consists of six integrated stages, with several services categorized as high priority based on the Maximum Tolerable Period of Disruption (MTPD) and Recovery Time Objective (RTO) parameters. Significant risks, such as natural disasters and internal application system failures, have been identified as primary threats, with mitigation measures formulated within the Business Continuity Plan (BCP) framework. Theoretically. these findings enrich the application of BCM and BIA concepts in the public sector by demonstrating that service continuity effectiveness depends on the mapping of critical business processes and recovery time parameters like MTPD and RTO. Practically, this research yields a three-level BCP development model that can serve as a reference for PT XYZ to maintain service continuity. From a policy perspective, these results reinforce the importance of the tangible implementation of PT XYZ's BCM Commitment Statement and Policy, which were developed based on ISO 22301:2019. This ensures that top management commitment is not limited to documentation but is realized through resource provision, training, and periodic simulation tests to ensure the preparedness of all work units in maintaining service continuity. BUKAN Keywords: Business Continuity Planning, ISO 22301:2019, Operational Risk, PT XYZ, Accident Compensation

Actions (login required)

View Item